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.