Episode 49: CSI Is UP, Retention Is DOWN — The Fixed Ops Paradox Killing Your Service Drive in 2026 – Fixed Ops Focus with Dave Rogers and Steve Shaw
In Episode 49, Steve Shaw and Dave Rogers tackle one of the most confusing — and most urgent — paradoxes in fixed operations today: customer satisfaction scores are at all-time highs, while customer retention and RO traffic are quietly collapsing. Those numbers should not be moving in opposite directions at the same time, and yet they are, everywhere in the country.
Dave and Steve unpack the real economic forces driving this paradox, then return to the prescription: a back-to-basics, slow-down, every-tenth approach to fixed ops.
Key talking points covered in this episode:
- Why CSI is rising while retention is falling — and what it means
- $1,000+ monthly car payments and discretionary maintenance dollars
- Tariffs, parts cost pressure, gas prices, and inflation
- Pandemic-era car buyers coming off lease — the timing problem
- Back to the basics of customer service
- Having more time for every customer — the highest-ROI move
- The “every tenth” mindset that separates pros from paychecks
Train. Learn. Grow.
https://steveshawuniversity.com
https://FixedOps360.com
https://ServiceAdvisorFoundations.com
