Episode 13: Accountability, Buy-In & Growth – Interview with Brad Hoyer of Piazza Honda of Pottstown. In Episode 13 of Fixed Ops Focus, hosts Dave Rogers (The Prophet of Profit) and Steve Shaw (The Sultan of the Service Lane) sit down with Brad Hoyer, Service Manager at Piazza Honda of Pottstown, for a real-world masterclass in department transformation.
Brad shares the playbook behind his impressive achievement: growing his service department by over 15% through strict accountability to clear objectives and standards. He details how he rallied his team—getting full buy-in to his vision by communicating the “why,” setting measurable goals, holding everyone (including himself) accountable, and fostering a culture where high standards became the norm rather than the exception.
The conversation also uncovers a powerful correlation: when sales department performance rises (more units in operation, higher CSI from happy buyers), customer service experience (CSE) in fixed ops naturally climbs too—leading to increased loyalty, higher effective labor rates, more repeat visits, and stronger overall dealership profitability. Brad breaks down how aligning these departments creates a virtuous cycle that benefits everyone.
Packed with practical, replicable strategies from a hands-on leader who’s done it at a high-volume Honda store, this episode is essential listening for service managers, fixed ops directors, and dealership executives looking to drive sustainable growth without gimmicks.
Listen now and get inspired to level up your own department!
