S5E03 - Fixed Operations: How Video is Changing Dealer Performance

Jonathan Banks, VP of Product Retailing for JD Power’s Retailing Portfolio, breaks down macro trends across the industry, used-car profit strategies, and how dealer principals can optimize performance in the next 12–18 months.Episode Breakdown 00:00 - Meet Jonathan Banks01:00 - Macroeconomic trends dealers should be thinking about03:30 - Affordability: What should dealers be paying attention to08:09 - Strategies dealers should be using to optimize used car profits10:49 - Thoughts on dealer certified OEMs14:37 - Advice to dealer principals on how to optimize their stores16:47 - Key takeaways for dealers in the next 12 to 18 monthsFor more information about our guest, visit their ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠. Liked this episode? Find our full episode library ⁠⁠⁠⁠⁠⁠here⁠⁠⁠⁠⁠⁠.

Eve Knudtsen, President of Knudtsen Auto Group, is a third-generation dealer leading three stores across the Pacific Northwest. She shares insights on leadership, technology, culture and her experience as a woman in automotive.Episode Breakdown 00:00 - Meet Eve Knudtsen!02:31 - Making your voice heard as a woman in automotive05:02 - Advice to women pursuing leadership positions06:19 - Advice to those new to automotive careers07:35 - What Eve is focusing on in 2026 at her group09:23 - Areas of opportunity to improve customer service12:12 - The result of implementing AI into the customer experience12:55 - The leadership trait/habit that Eve swears by15:47 - What’s a bigger risk to dealers? Technology adoption or talent development? 17:57 - The importance of culture in your dealership 19:43 - F&I’s importance in the customer experience For more information about our guest, visit their ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠. Liked this episode? Find our full episode library ⁠⁠⁠⁠⁠⁠here⁠⁠⁠⁠⁠⁠.

Tyson Jominy, SVP OEM Solutions at JD Power, discusses affordability pressures, interest rates, lease returns, and why stable demand and mid-cycle conditions will shape dealer planning for the 2026 auto market.Episode Breakdown 00:00 - Meet Tyson Jominy from J.D. Power01:05 - Affordability and the role of monthly payment03:29 - What longer loan terms mean for dealers04:36 - Limited used supply and strong trade-in values05:38 - Service lanes as a used inventory opportunity06:49 - Does the 2026 demand outlook remain optimistic? 08:47 - SAAR forecast and vehicle price expectations10:40 - Interest rate outlook and OEM-supported financing11:46 - Leasing as an affordability strategy for dealers12:33 - Fixed ops profitability and warranty impactFor more information about our guest, visit their ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠. Liked this episode? Find our full episode library ⁠⁠⁠⁠⁠⁠here⁠⁠⁠⁠⁠⁠.

Christian Crain, VP of Crain Automotive Holdings, discusses leading a 23-store dealer group, their focus on seamless operations and how they are addressing the affordability challenges their guests are facing now.Episode Breakdown 00:00 - Meet Christian Crain02:15 - How Crain Automotive is addressing customer affordability05:24 - Creating a frictionless process07:45 - Best Bets with Christian Crain 08:31 - Will AI handle more than 30% of your store’s customer communications?10:32 - Will 100% online purchase happen without in-person viewing of the car?11:28 - Razorbacks & college football: will the playoffs happen? For more information about our guest, visit their ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠. Liked this episode? Find our full episode library ⁠⁠⁠⁠⁠⁠here⁠⁠⁠⁠⁠⁠.

John Fitzpatrick, President & CEO of Force Marketing, joins the podcast to share insights on marketing trends in 2026, the future of AI and technology, customer engagement opportunities and strategies for dealership growth.Episode Breakdown 00:00 - Meet John Fitzpatrick! 01:58 - Trends in Dealership Marketing and Customer Engagement02:28 - The “4A” Strategy (Audience, Attention, Automation, Attribution)04:54 - The Importance of Consistent Messaging and Response Time 08:52 - AI in Dealerships: Progress Over Perfection12:15 - Treating Marketing Expenses Like Investments 14:51 - Marketing Opportunities in Fixed Ops and Service Retention 18:25 - “Bet It or Forget It” Segment18:54 - AI Chat & Automation Replacing BDC Roles19:40 - What is a Dealership’s Most Valuable Asset?20:15 - Local Brand Awareness vs. Vehicle Inventory22:12 - The Power of TikTokFor more information about our guest, visit their ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠. Liked this episode? Find our full episode library ⁠⁠⁠⁠⁠⁠here⁠⁠⁠⁠⁠⁠.

Ted Ings of Fixed Ops Roundtable shares fixed ops technology innovations, including technician video MPIs and AI, and explains how they improve transparency, approvals and strengthen overall service department performance.Episode Breakdown 00:00 - Meet Ted from Fixed Ops Roundtable! 03:07 - What's the biggest Fixed Ops innovation? 05:29 - Measuring video engagement and ROI 06:04 - Implementing the technology 07:30 - How service drive acquisition is connecting departments 09:07 - Sales-to-Service handoff 10:20 - Service Advisors vs Sales: Impact on customer loyalty 11:03 - Will AI tools diagnose vehicles before techs? 12:13 - The technician shortage debateFor more information about our guest, visit their ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠. Liked this episode? Find our full episode library ⁠⁠⁠⁠⁠⁠here⁠⁠⁠⁠⁠⁠.

Brian Kramer from Cars.com makes his third podcast appearance with us to share industry insights on the future of AI and digital retailing, how process drives profitability, and the wave of demand for used EVs in 2026.For more information about our guest, visit their ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠. Episode Breakdown0:00 - Brian returns for a third time! 2:00 - Digital retailing & AI in 20265:53 - Optimizing your dealership’s digital presence8:30 - Brian’s first impressions on JM&A Group’s Gyde platform10:33 - Getting smart with appraisals and inventory management16:32 - How service and sales can collaborate on service lane acquisition19:37 - The coming wave of used EVsLiked this episode? Find our full episode library ⁠⁠⁠⁠⁠⁠here⁠⁠⁠⁠⁠⁠.

NADA President & CEO Mike Stanton discusses dealer sentiment around affordability concerns, NADA's work to strengthen the dealer environment, key public policy initiatives and strengthening the franchise system. In this episode you’ll hear:The pulse on dealer economic concerns How NADA is addressing technician shortages and training Protecting dealers and remaining compliant with Artificial Intelligence For more information about our guest, visit their ⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠. Episode Breakdown0:00 - How are dealers feeling this year? 3:42 - Franchise laws are evolving 10:17 - Effects of dealer consolidation 13:17 - How do you pronounce NADA? 13:52 - Addressing technician shortages and training 16:04 - What Mike is excited for this year 16:42 - Protecting Dealers and remaining compliant with AILiked this episode? Find our full episode library ⁠⁠⁠⁠⁠⁠⁠here⁠⁠⁠⁠⁠⁠⁠.

From the finance office to General Manager, Jesse Hill of Safford Mazda Sterling shares how he balances family life with a busy career, how he led a virtual change in the finance office and advice for future dealership leaders.For more information about our guest, visit their ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠. Episode Breakdown0:00 - Jesse’s journey to the auto industry 7:29 - Balancing family with the demands of retail automotive careers13:39 - Initial thoughts on virtual finance at the dealership19:42 - How virtual F&I caused other processes to evolve22:43 - The transition from the finance office to General Manager28:29 - Key skills to develop for leadership roles33:23 - The Process of converting a store from one OEM at another36:50 - Dealership focus for 202643:41 - Bet it or Forget it: AI, front end gross profit, dealership cultureLiked this episode? Find our full episode library ⁠⁠⁠⁠⁠⁠here⁠⁠⁠⁠⁠⁠.

Steve Greenfield, GP at Automotive Ventures, shares his perspective on affordability challenges, dealership profitability, emerging retail tech, and how AI may shape the future of customer experience and operational efficiency.For more information about our guest, visit their ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠. Episode Breakdown0:00 - Meet Steve of Automotive Ventures! 0:53 - The state of vehicle affordability and consumer credit4:00 - Supply chain fragility and new chip constraints6:19 - What dealers can control to protect profitability8:05 - DMS disruption and evaluating tech investments11:10 - The surge of AI and where it will actually help13:20 - How AI can unlock sales productivity & loyalty18:33 - Autonomous ride-hailing and its real implications22:20 - The durability of the franchise dealer model24:08 - Best Bets: Profit margins, valuations, direct sales & BYDLiked this episode? Find our full episode library ⁠⁠⁠⁠⁠⁠here⁠⁠⁠⁠⁠⁠.