In this conversation, Dave Foy and Coach Joe Clementi explore the real-world mechanics of leadership inside dealerships—what it takes to move beyond titles, buzzwords, and “rah-rah” management toward real influence and growth. Joe, a former dealer leader turned coach, breaks down the evolution of leadership in Fixed Ops: how vulnerability, accountability, and consistency separate managers from leaders. The discussion covers the ripple effects of communication breakdowns, the danger of ego-led management, and the daily grind of setting a tone through example—not emails. Joe emphasizes that culture isn’t declared; it’s observed in how leaders show up when things go wrong. The episode mixes practical wisdom with candid stories from the service drive and leadership trenches, ending with a challenge to every listener: stop managing people and start developing them.

5 Key Takeaways

1. Leadership is consistency, not charisma. Being steady in words and actions builds trust faster than any motivational speech.
2. Coaching beats correcting. When leaders only step in after mistakes, they’re managing fear, not performance.
3. Accountability must flow both ways. A leader who demands it but doesn’t live it erodes credibility.
4. Your culture lives in the smallest behaviors. Advisors and techs mirror how their leaders react to pressure.
5. Ego kills team growth. When leaders need to be right more than effective, development stalls.

5 Leadership Insights

1. Feedback is fuel. Joe reminds that “silence is confusion’s best friend”—clear feedback keeps progress visible.
2. Emotional control sets the tone. Leaders who lose composure teach chaos; calm is contagious.
3. Time with your people is the real KPI. Metrics matter, but showing up on the drive says more than reports ever will.
4. Ownership starts at the top. Leaders who take responsibility for results—good or bad—teach others to do the same.
5. Legacy leadership is intentional. The best leaders build systems that thrive long after they’re gone.

5 Discussion Prompts

1. Where does “leadership by example” break down most in our own stores?
2. What’s one area where we manage performance instead of coaching growth?
3. How can we teach accountability without using fear or shame?
4. What would change if our managers’ success was measured by team development, not just profit?
5. How do we identify and eliminate ego-driven decisions from leadership behavior?

The episode brings together Dave Foy, Shaun Raines, and Charity Dunning for a candid and often humorous conversation about leadership, innovation, and culture in automotive retail.
They explore what authentic leadership looks like in a post-pandemic industry, how women continue to redefine automotive retail, and why emotionally intelligent workplaces outperform those driven purely by numbers.
Charity steers the dialogue toward empowerment and inclusion, while Dave and Shaun draw from decades of dealership experience to challenge stale operating models and celebrate the human side of Fixed Ops.

5 Key Takeaways

1. Authenticity outperforms authority — Leaders who admit what they don’t know earn deeper trust.
2. Empowerment requires structure — Representation matters, but so do mentorship programs and equitable advancement paths.
3. Psychological safety fuels innovation — Teams speak up when they know their ideas won’t be punished.
4. AI must serve people, not replace them — Technology amplifies empathy when implemented with intent.
5. Listening is leadership’s most underused tool — Transformation begins with consistent, open dialogue.

5 Action Items

1. Hold monthly listening sessions where advisors and techs share uncensored feedback directly with leadership.
2. Launch cross-department mentorships, pairing women in leadership with new hires to accelerate inclusion.
3. Evaluate communication tone across management for transparency and consistency.
4. Schedule quarterly “culture checks” — private, judgment-free discussions modeled after this WE ARE conversation.
5. Document and publicize small wins that resulted from empathetic leadership decisions.

5 Quotes

1. “Better than we deserve—that’s how I’d describe it today.” – Shaun Raines
2. “I like what Russell says: I’m living the great American dream.” – Charity Dunning
3. “Leadership isn’t about having all the answers—it’s about creating a space where people want to find them with you.” – Dave Foy
4. “You can’t scale culture through software; you scale it through people who believe in the mission.” – Shaun Raines
5. “Women aren’t changing automotive—they’re reminding it what humanity looks like.” – Charity Dunning

This episode of WE ARE: Women Empowering Automotive Retail Excellence brought together a group of women leaders from across the industry—including Jessica Smith, Stephanie Wedgeworth, Melissa Marlatt, and Dave Foy—to explore authentic leadership, vulnerability, and growth in a male-dominated space.

Over the course of an hour, the group shared stories of professional setbacks, resilience, and the ongoing challenge of balancing performance with authenticity. From learning to speak up in rooms that once felt intimidating to supporting one another through burnout and self-doubt, the conversation captured what it means to lead with empathy and confidence. The theme that echoed throughout: women in automotive don’t need permission—they need each other.

Five Quotes from the Episode

1. “I’m in an organization, I’m performing, I’m building a brand, I’m doing all the things of every corporate America book that I’ve read and every mentor that I had. Surely this won’t happen to me again, and I was wrong. And it happened again.” – Jessica Smith
2. “You don’t have to worry about where yours is gonna come from. And that’s been a big thing, too—I’ve been working with a lot of people that are in the same situation I’m in, and I’m so busy trying to help them.” – Russell
3. “It doesn’t have to be negative. My question is, was there any feedback? Because feedback isn’t failure—it’s fuel.” – Jessica Smith
4. “Thank you. I receive that. I appreciate those words.” – Stephanie Wedgeworth
5. “Special guest Jessica Smith—she’s gonna kick us off, and she’s the perfect person to start this conversation.” – Dave Foy

Five Key Takeaways

1. Authenticity beats perfection. The most powerful leaders are those who are honest about what they’ve learned the hard way.
2. Feedback is a gift, not an attack. Growth happens when we stay curious instead of defensive.
3. Mentorship is everywhere. Real guidance doesn’t require a title—it comes from genuine connection.
4. Women need visibility and voice. Advocacy matters most when it happens in rooms we’re not in.
5. Resilience grows through repetition. Confidence is built by continually stepping into discomfort.

Five Actionable Steps for Tomorrow

1. Reach out to another woman in your network and share genuine encouragement or recognition.
2. Post or share one failure and what it taught you—to model vulnerability and leadership.
3. Ask for feedback from a peer or leader this week, then thank them—don’t defend.
4. Mentor in micro-moments. Offer five minutes of advice, connection, or encouragement to someone starting out.
5. Track your wins. End each week by writing down three things you accomplished, no matter how small.

Join Ryan Maher of Bizzycar

CallRevu and ScaleVoice team up to provide the best customer experience possible

This episode dives into Kaylee’s journey from managing a Subway store to becoming the Sales & Marketing Director at PartsEdge, a company focused on helping dealerships optimize their parts operations. Kaylee shares how her nontraditional path gave her unique perspectives on leadership, customer service, and process efficiency. She emphasizes the often-overlooked value of parts departments in dealership profitability and highlights how culture, education, and proactive strategies can transform fixed ops.

The conversation is equal parts personal growth story and operational playbook for dealerships, showing how transferable skills, discipline, and curiosity can reshape an entire department.

 5 Memorable Quotes

1. “I didn’t know what I was getting into—but the parallels between running a restaurant and running a dealership were surprisingly close.”
2. “The parts department is the heartbeat of fixed ops, but too often it’s treated like a storage room instead of a profit center.”
3. “Inventory isn’t just numbers on a screen; it’s customer trust sitting on a shelf.”
4. “If you’re not educating advisors on how parts flow through your system, you’re creating friction instead of speed.”
5. “You don’t need to reinvent the wheel—just commit to doing the basics consistently better than anyone else.”

 5 Takeaways

1. Transferable skills matter – Leadership and management lessons from other industries (like food service) directly apply to automotive.
2. Parts drive retention – Having the right part at the right time builds customer trust and supports service efficiency.
3. Culture of respect – Treating parts departments as partners instead of back-office silos changes how dealerships perform.
4. Education is leverage – Training advisors and techs on parts processes reduces errors and delays.
5. Data + discipline = profitability – Using tools to track inventory and enforcing simple processes can unlock hidden revenue.

 5 Strategies You Can Use Tomorrow

1. Audit your inventory flow – Check where delays or double-handling occur between parts, advisors, and techs. Fix one bottleneck immediately.
2. Run a cross-department huddle – Bring parts, service advisors, and techs together for a 10-minute daily sync. It builds alignment and respect.
3. Reframe the parts department – Stop calling it “the back.” Start calling it a profit center in team meetings to shift perception.
4. Create a quick-reference guide – A one-page cheat sheet for advisors on parts ordering rules and timelines can cut down mistakes.
5. Review one parts metric daily – Instead of drowning in reports, pick one KPI (like fill rate or obsolescence) and track progress as a team.

Episode Overview

In this episode of Fixed Ops Mastermind, Kyle sits down with Liam Snell to explore the realities of recruiting in the automotive industry. From transferable skills gained in insurance to the real factors driving retention, Liam offers candid insights that dealerships need to hear if they want to hire smarter and keep their teams longer.

Timestamps

00:00 – Introduction
Karl introduces the episode and welcomes guest Liam Snell.

00:04 – Meet Liam Snell
Liam shares his role at Holt Automotive Staffing and what’s been happening in his world.

01:00 – From Motor Insurance to Automotive Staffing
How Liam’s customer-facing insurance background gave him skills that fuel his success in recruitment.

05:20 – What Candidates Really Want
Breaking down common misconceptions dealers have about pay, culture, and job expectations.

10:15 – Recruitment as Retention
Why the hiring process sets the tone for how long employees stay.

15:45 – Employer Branding in Automotive
How candidates research dealerships like consumers research products.

21:00 – Honesty vs. Hype
Why overselling roles leads to disillusionment and turnover.

26:30 – Practical Tips for Dealers
Actionable advice on job ads, interview training, and onboarding metrics.

30:00 – Closing Thoughts
Liam’s final insights on how dealers can shift from replacing people to developing them.

Episode Overview

The parts department is often the most misunderstood and underappreciated corner of the dealership — until something goes wrong. In this episode, Kyle sits down with Peter Penev, a parts manager with nearly two decades in the business, who shares the lessons, challenges, and leadership strategies that transformed his department into a true driver of dealership success.

Peter’s story starts at the counter with a hard lesson on accountability, and evolves into a philosophy of visibility, cross-training, and inclusion. He challenges stereotypes of “bean counters,” explains why five-minute quotes can change everything, and makes the case that parts deserves a permanent seat at the table in dealership decision-making.

What You’ll Learn in This Episode

• The career-shaping moment that taught Peter the real meaning of accountability.
• Why KPIs don’t tell the whole story — and what actually defines efficiency in a parts department.
• How a simple five-minute turnaround standard can boost advisor confidence, technician productivity, and customer satisfaction.
• The misconception that “parts is just inventory management” — and how visibility changes everything.
• Why cross-training between parts, service, and sales is the fastest way to build stronger Fixed Ops teams.
• The role AI and automation can play in speeding up quotes, improving warranty compliance, and freeing techs to do what they do best.

Quotes Worth Sharing

• “Your parts department can be your biggest enabler — or your biggest bottleneck — for Fixed Ops growth.”
• “Customers don’t care if it’s parts, service, or sales. They see one dealership. Fix the problem first, figure out the process later.”
• “KPIs are surface deep. Real efficiency comes from visibility and relationships.”
• “Five-minute quotes aren’t impossible. They’re the standard that makes advisors confident and techs efficient.”
• “Numbers don’t lie, but if you don’t know your people, the numbers don’t mean much either.”

Episode Links & Resources

• Connect with Peter Penev on LinkedIn
• Learn more about Fixed Ops Mastermind
• Explore sponsors mentioned in this episode:
  • PartsEdge.com
     – smarter inventory, better margins.
  • Spiffy
    – mobile service management.
  • UVeye.com
     – automated vehicle inspection.
  • Automotive Warranty Network - AWNinc.com
     – warranty compliance and recovery.
  • Targit Automotive - Targit.com
     – real-time fixed ops intelligence.

Why Listen?

If you’re a service manager, advisor, or GM who thinks “parts is just numbers,” this episode will change your mind. Peter proves that when parts gets the visibility and inclusion it deserves, the entire dealership wins.

Executive Summary

In this episode of the Fixed Ops Mastermind podcast, Dave sits down with Russell Hill, a long-time industry veteran and co-founder of Fixed Ops Marketing. Russell shares his career journey, beginning with his time in dealerships and evolving into building a company that helps dealers better communicate service value to customers. The conversation explores the intersection of marketing and fixed operations, how dealers can better educate customers on maintenance and repair, and why the service drive is the most under-leveraged profit center in retail automotive.

Russell emphasizes the importance of customer education, transparency, and consistent communication. He explains how marketing in service differs from sales, why trust and clarity are non-negotiable, and how digital tools are changing the way dealerships engage with customers. The discussion highlights practical strategies for increasing service retention, building customer trust, and making fixed operations the true heartbeat of the dealership.

5 Takeaways

1. Service marketing is fundamentally different from sales marketing — it requires education and trust-building, not just promotions.
2. Customers rarely understand the “why” behind service recommendations; dealers must simplify and explain.
3. Consistency in communication builds credibility and helps avoid the perception of upselling.
4. Digital tools and video messaging are underused but create massive trust when used in fixed ops.
5. Dealerships that invest in service education win long-term loyalty, reducing defection to independents.

5 Notable Quotes

1. “Sales gets all the glamour, but service is where the heartbeat of the dealership really is.”
2. “Marketing in fixed ops isn’t about coupons — it’s about education.”
3. “Customers don’t buy what they don’t understand. If we don’t explain the value, they’ll find someone who will.”
4. “Trust isn’t built in one visit. It’s built in every single interaction.”
5. “Video is the single greatest trust-building tool service advisors aren’t using.”

5 Actions List

1. Audit your service marketing: are you educating or just discounting?
2. Create a simple “why it matters” explanation for your top five maintenance items.
3. Implement consistent multi-channel communication (email, text, video).
4. Train advisors to focus on customer trust over one-time sales.
5. Use video walkarounds to show customers the real condition of their vehicles.

Executive Summary
This episode of the Fixed Ops Mastermind Podcast features Russell Hill, who dives deep into trust, technology, and transformation in dealership operations. Hill highlights the shifting expectations of customers, the dangers of outdated processes, and how leaders can better align people and tools to build long-term retention. The discussion covers transparency in service, leveraging data to make smarter business decisions, and how leadership mindset often dictates whether technology becomes a burden or an advantage. Listeners walk away with both practical and philosophical insights on building stronger operations and culture in fixed ops.

5 Takeaway Points

1. Transparency is no longer optional; customers expect it in every interaction.
2. Technology only creates value when leadership ensures people know how to use it.
3. Fixed ops must stop relying on “the way we’ve always done it” and embrace transformation.
4. Building trust between advisors, technicians, and customers is the foundation of retention.
5. Leaders who coach and empower, rather than micromanage, see the highest employee and customer loyalty.

5 Notable Quotes

1. “Trust is built one interaction at a time—and it’s lost just as quickly.”
2. “Technology doesn’t fix broken processes; it only exposes them.”
3. “Customers don’t judge us by the cars we sell—they judge us by the service we deliver.”
4. “Advisors don’t leave because of customers; they leave because leadership fails them.”
5. “The moment you say, ‘we’ve always done it this way,’ is the moment you start falling behind.”

5 Actions Someone Can Take Today

1. Audit your service advisor scripts to ensure they build trust, not pressure.
2. Review one piece of technology in your store—ask if your team is actually using it effectively.
3. Sit down with a technician and advisor together to uncover communication gaps.
4. Replace one “we’ve always done it this way” process with a test of something new.
5. Schedule a coaching session with your leadership team focused on employee retention.

In this episode of the Fixed Ops Mastermind Podcast, host Kyle Morissette sits down with Chuck Turck to discuss leadership, process improvement, and the evolving demands of fixed operations in today’s dealerships. Chuck shares his journey in automotive, lessons learned from years in service management, and the philosophies that have shaped his leadership style. The conversation highlights the importance of clear communication, proactive problem-solving, and creating an environment where employees feel empowered to succeed. From improving technician efficiency to building stronger customer relationships, this episode delivers practical strategies leaders can apply immediately to boost performance and morale.

5 Takeaways

1. Lead by example – Consistency between words and actions is the foundation of team trust.
2. Communication is non-negotiable – Frequent, transparent updates keep both employees and customers aligned.
3. Empower your people – Give staff the authority to make decisions and own their results.
4. Measure what matters – Focus on metrics that directly impact customer satisfaction and profitability.
5. Continuous improvement mindset – Small, steady changes lead to long-term operational gains.

5 Notable Quotes

• “If your team sees you doing what you say, they’ll follow you anywhere.” – Chuck Turck
• “Communication breaks down faster than any other process in the dealership.” – Chuck Turck
• “Empowerment isn’t giving up control—it’s creating more leaders.” – Chuck Turck
• “Don’t measure for the sake of measuring; measure what actually matters to your customers.” – Chuck Turck
• “Success in fixed ops comes from hundreds of small improvements, not one big idea.” – Chuck Turck

5 Actions You Can Take Today

1. Hold a morning huddle – Align the team on daily goals, appointments, and challenges before the day begins.
2. Audit your communications – Review how information flows between advisors, technicians, and customers.
3. Delegate a decision – Give a team member authority to solve a problem without managerial approval.
4. Refine your KPIs – Focus on a small set of high-impact metrics that drive service lane success.
5. Identify one process to improve – Select a single pain point and create an action plan for change within 30 days.

I wrote a news letter article a few weeks ago. I compared Tractors and AI and how their evolution are mirroring each other. It explored how the tractor did not put farmers out of jobs and how it will not put fixed ops people out of jobs! 

This week on Fixed Ops Mastermind we are joined by Scott Brown, technician & owner of Connie & Dick’s Auto Service Center, as well as manager of Diagnostic Network! Tune in as he dives into making the most of the collaborative relationship between dealers and independent shops!

Where to find Scott Brown:

https://www.connieanddicks.com/

https://diag.net/about

https://www.linkedin.com/in/scott-brown-diag?trk=public_post_feed-actor-name

This episode is brought to you by:

• Parts Edge:

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Follow Fixed Ops Mastermind:

https://www.linkedin.com/company/fixed-ops-mastermind/

https://www.facebook.com/fixedopsmastermind

https://www.instagram.com/fixedopsmastermind/ 

https://fixedopsmastermind.com/ 

#dealerships #smallbusiness #familyowned #autoshops

• (00:00) - Intro
• (01:23) - Bridging the Gap - Customer Service and Collaboration
• (14:20) - Staying Competitive - Technology and Expertise
• (28:05) - Building a Strong Team - Recruitment and Development

This week on Fixed Ops Mastermind - WE ARE : AI author & Keynote speaker, Sharon Gai, is joining us! Tune in as she gives us a masterclass in ecommerce, and the future of incorporating AI to streamline your business!

Where to find Sharon:

https://www.sharongai.com/

https://www.linkedin.com/in/sharongai

This episode is brought to you by:

• UVeye:
• Reynolds & Reynolds:
• Targit:

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Follow Fixed Ops Mastermind:

https://www.linkedin.com/company/fixed-ops-mastermind/

https://www.facebook.com/fixedopsmastermind

https://www.instagram.com/fixedopsmastermind/ 

https://fixedopsmastermind.com/ 

#artificialintelligence #ai #streamline #innovation

• (00:00) - Intro
• (02:20) - AI & Future of Retail
• (21:34) - Ecommerce Innovation
• (30:49) - Global Retail Strategy

This week on Fixed Ops Mastermind we are joined by Mike Wiant, Regional Sales Representative of Shelby American and Fox Factory Vehicles! Tune in as he dives into the importance of introducing young minds to the possibilities of a career in the trades!

Where to find Mike Wiant:

https://www.shelby.com/en-us/

https://vehicles.ridefox.com/

https://www.linkedin.com/in/mikewiant

This episode is brought to you by:

• Reynolds & Reynolds
• Parts Edge
• AWN Inc.

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Follow Fixed Ops Mastermind:

https://www.linkedin.com/company/fixed-ops-mastermind/

https://www.facebook.com/fixedopsmastermind

https://www.instagram.com/fixedopsmastermind/ 

https://fixedopsmastermind.com/ 

• (00:00) - Intro
• (03:15) - Another Career Path
• (15:15) - Getting the Youth Involved
• (29:28) - The Future is Bright

This week on Fixed Ops Mastermind we are joined by Alex Caradonna, account executive at Targit! Tune in as he explores the possibilities of innovating Dealer Management Systems, Customer Relationship Management platforms, and much more with specialized industry solutions!

This episode is brought to you by:

• Targit
• Reynolds & Reynolds
• UVeye

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Follow Fixed Ops Mastermind:

LinkedIn:  Facebook:  Instagram:  Website:

#businessintelligence #CRM #DMS #streamlining #innovating

• (00:00) - Intro
• (04:05) - Modern DMS Evolution
• (17:16) - Data-Driven Decision Making
• (33:16) - Integration & Innovation

This week on Fixed Ops Mastermind we are joined by Jeremiah Shaw, Founder & CEO of Grovity Leadership! Tune in as he delves into everything he has learned through professional development in the industry, and gives us a masterclass in how everyone can be better leaders for their team!

This episode is brought to you by:

• Targit
• UVeye
• Reynolds & Reynolds

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Follow Fixed Ops Mastermind:

LinkedIn:  Facebook:  Instagram: Website: 

#leadership #coaching #leadershipdevelopment #training

• (00:00) - Intro
• (01:30) - Growing Your Leadership Grove
• (14:12) - Cultivating Team Synergy
• (27:45) - Sustainable Growth Strategies

This week on Fixed Ops Mastermind - WE ARE : Regional Manager at Meineke, Jami Alexander, is joining us! Tune in as she gives us a masterclass in leadership and industry training, learned through her success in transforming and scaling businesses!

This episode is brought to you by:

• Reynolds & Reynolds
• Automotive Warranty Network Inc.
• UVeye

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Follow Fixed Ops Mastermind:

LinkedIn. Facebook. Instagram. Website. 

#leadership #coaching #leadershipdevelopment #training

• (00:00) -
• (00:00) - Intro
• (01:42) - Leadership and Growth
• (12:42) - Training and Development
• (29:00) - Industry Experience and Insights

This week on Fixed Ops Mastermind: Wayne Bridges of Toyota of Puyallup, and Brooklynne Morse of Scott Honda of West Chester, join us to discuss the benefits of mentorship programs within the industry and how to maximize their impact!

Where to find Wayne Bridges:

https://www.toyotaofpuyallup.com/
https://www.linkedin.com/in/wayne-bridges-auto

Where to find Brooklynne Morse:

https://www.scotthonda.com/staff.aspx

https://www.linkedin.com/in/brooklynne-morse-69101458

This episode is brought to you by:

PartsEdge

https://www.partsedge.com/

Also brought to you by:

Automotive Warranty Network INC

https://www.awninc.com/

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Follow Fixed Ops Mastermind:

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https://fixedopsmastermind.com/

Chapters:

00:00 = Intro

01:20 = Benefits of Technician Mentoring Programs

15:15 = Recruiting and Developing New Technicians

32:00 = Challenges and Best Practices in Technician Mentoring

#Mentorship #Apprenticeship #MentorshipPrograms #ApprenticeTechnician