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.
In this powerful discussion, Dave and Steve compare dealership service standards head-to-head with the medical industry — one of the highest benchmarks for trust, empathy, and patient (customer) satisfaction. They reveal the stark differences in expectations, execution, and outcomes, and share how dealerships can close the gap to deliver truly world-class experiences that build lifelong loyalty.
Key highlights include three critical pillars every service advisor and fixed ops leader must master:
- Empathy — Listening deeply, acknowledging real customer concerns (not just symptoms), and making every driver feel valued and understood, just like a trusted physician
- Truth — Delivering honest, transparent communication about vehicle needs, costs, and timelines — no sugarcoating, no upselling sleight-of-hand — building credibility the way top doctors earn patient trust
- Follow-up on Your Promises — Doing exactly what you say you’ll do, when you say you’ll do it — from courtesy rides to callback confirmations — because broken promises in service erode trust faster than any repair bill
Packed with real-world stories, practical takeaways, and battle-tested strategies from decades on the drive, this episode is a game-changer for service advisors, managers, fixed ops directors, and dealer principals ready to elevate CSI scores, customer retention, and profitability.
