Episode 91: Where Is the WOW? The Fall of Customer Service– Fixed Ops Focus with Dave Rogers and Steve Shaw
In this episode of Fixed Ops Focus, Steve Shaw and Dave Rogers get honest about something everybody feels but nobody wants to say out loud: the WOW effect is gone. Customer service has fallen off a cliff — in our service drives, in our dealerships, and honestly, in every industry today.
Steve and Dave talk about how we got here. Somewhere along the way, people in customer-facing roles — especially service advisors — simply stopped giving a crap. And it’s not entirely their fault: when management doesn’t care, the team stops caring too. Little by little, the industry lost its way, and the “wow” moments that used to set a great store apart just… disappeared.
It’s a candid, no-holds-barred conversation about what happened to customer service — and what it’s going to take to bring the WOW back.
In this episode:
- The fall of customer service — and the missing WOW effect
- When service advisors stop caring
- How “management doesn’t care” trickles down to the whole team
- Why the industry (and every industry) has lost its way
- What it takes to bring the WOW back
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