Fixed Ops Focus

Dave Rogers & Steve Shaw expose the challenges of manufacturer warranty/prepaid maintenance—why it leads to retention issues, post-warranty defection, and lost revenue. Key insights: · Overcoming warranty limitations & loyalty risks · Winning prepaid language to affirm the customer's smart dealership buy · Why adding ONE extra item beyond OEM plans boosts loyalty & gross profit · Advisors: You're...

Back to Selling 2026: Shift Your Service Dept to High-Profit Selling Mode! Dave Rogers & Steve Shaw reveal how one retail-minded manager can transform a dealership service department—boosting gross profit, CSI, retention & loyalty in 2026. Explore skill sets (technical vs. production vs. selling vs. administrative), overcoming resistance, and building a customer-focused selling culture without pre...

Dave Rogers and Steve Shaw examine the Express Department, recommending it be accurately named the Maintenance and Light Repair Department to set realistic customer expectations and support operational clarity.

In this episode of Fixed Ops Focus, Dave Rogers and Steve Shaw break down flat-rate pay for technicians: why it often beats hourly by rewarding skill, speed, and productivity—leading to higher earnings for top techs—plus the best real-world pay plans in successful dealerships.

Today, we're breaking down the importance of nailing the basics... you know, the fundamentals every pro athlete drills endlessly.

In this no-nonsense episode, Steve and Dave dive straight into why training your dealership team (sales, service advisors, technicians, and more) is non-negotiable for success in today's competitive automotive world.

Join Fixed Ops Focus Episode 3 as industry powerhouses Dave Rogers (America's Fixed Ops Director at Piazza Auto Group) and Steve Shaw (the legendary Training Jedi and top service advisor trainer) take a hard look at CSI — Customer Service Index — and why the auto industry still has major ground to cover.

Dive into Fixed Ops Focus Episode 2, where industry heavyweights Dave Rogers (Fixed Operations Director at Piazza Auto Group) and Steve Shaw (the renowned "Training Jedi" and premier service advisor trainer) tackle the real standards every service advisor needs to master.

Dave and Steve break down why production is the lifeblood of profitable fixed ops and how establishing realistic yet challenging benchmarks for the year can transform your service department from good to elite. They cover the importance of production goals, individual technician accountability, aligning objectives with dealership profitability, and practical strategies to motivate techs to hit (an...