The Service Lounge

Ep 25⎜The Service Drive Is Where Retention Is Won - Feat. Andrew Whitaker

Customers may not remember every repair recommendation. But they will remember whether the dealership kept its word, kept them informed, and treated them fairly. In this

Ep 24⎜How the Parts Department Makes or Breaks the Service Experience - Feat. Jason Headlee

Customers may never see what happens between the appointment schedule, parts counter, and service bay. But they feel it when those processes break down. In this episode

Ep 23⎜The Real Reason Dealerships Can't Keep Technicians - Feat. Joshua Taylor

Is the technician shortage really the problem... or is there something deeper driving talented people away from dealerships? In this episode of The Service Lounge, Brand

Ep 22⎜The Leadership Principles Behind the Best Service Teams - Feat. Ali Alrubaie

Culture doesn’t show up on a report. But it shows up in retention, customer satisfaction, and the performance of your entire service department. In this episode of The S

Ep 21⎜The Formula for Technician Buy-In and Customer Communication - Feat. Peter Solber

High-performing service departments aren’t built on process alone — they’re built on buy-in, culture, and execution. In this episode of The Service Lounge, host Brandon

Ep 20⎜Aligning Service Leadership with Ownership - Feat. Jim Phillips

Service is no longer the support department — it’s driving the business. In this episode of The Service Lounge, host Brandon Nixon is joined by Jim Phillips, Principal o

Ep 19⎜Why Dealers Are Finally Rethinking the DMS - Feat. Kim Carroll & Scott Kaskocsak

Customer experience is everyone’s priority.But the systems behind it often get overlooked. In this episode of The Service Lounge, host Brandon Nixon is joined by Scott K

Ep 18⎜What Dealers are Getting Wrong About Data - Feat. Mark Begley

Data is everywhere in today’s dealership. Clarity is not. In this episode of The Service Lounge, Brandon Nixon sits down with Mark Begley, Chief Revenue Officer at Deale

Ep 17⎜From Idea to Reality: This Is Our Story

Most episodes focus on tactics, tools, and strategies.This one starts at the beginning. In this special solo episode of The Service Lounge, Brandon Nixon shares the stor

Ep 16⎜Marketing That Moves Metal: What Dealers Are Missing - Feat. Zabrina Ziemba

🚀 Most dealerships are leaving money, loyalty, and long-term trust on the table — and they don’t even realize it. In this episode, Zabrina Ziemba joins us to uncover wha

Ep 15⎜The Power of Going All In on Process Change - Feat. Mike Weidenburner

Toyota of Danville’s Mike Weidenburner joins The Service Lounge to share how going all in on process change reshaped his service department — from empowering advisors and

Ep 14⎜Winning in a Competitive Market: ELR & Retention - Feat. Rusty Mayfield

How do you keep customers driving 60 miles past independents just to return to your dealership?      In this episode of The Service Lounge, host Brandon Nixon sits down w

Ep 13⎜Top 10 Customer Complaints in Fixed Ops – What Changed in 2025?

We’re back with a brand‑new episode! A year after our very first show, Brandon Nixon and Christian Eagen return to revisit the Top 10 Customer Complaints in Fixed Ops—thi

Special Rewind: The Episode That Started It All – Top 10 Fixed Ops Complaints

Special Rewind Episode: Top 10 Customer Complaints in Fixed Ops (Originally Aired June 2024) We’re throwing it back to where it all started — the very first episode of T

Ep 12⎜Chaos to Control in Fixed Ops Leadership - Feat. Kyle Newsom

Leading a service department shouldn’t feel like constant damage control—so why does it for so many managers?  In Episode 12 of The Service Lounge, Brandon Nixon is join

Ep 11⎜AI in Fixed Ops - Hype, Help, or Headache?

Is AI the future of Fixed Ops—or just another overhyped tool?  In Episode 11 of The Service Lounge, Brandon Nixon and Christian Eagon tackle one of the most talked-about

Ep 10⎜Addressing The Gap Between Parts & Service - Feat. Kaylee Felio

The service department gets all the attention—but what about parts? When inventory issues, long wait times, and miscommunication pile up, customer satisfaction (and profi

Ep 9⎜Time To Cash In On Your Fixed Ops Goldmine! - Feat. Connie Gundrum

In this episode of The Service Lounge, host Brandon Nixon sits down with Connie Gundrum, a 25-year automotive marketing expert, to uncover why fixed ops marketing is ofte

Ep 8⎜Let's Turn Fixed Ops Data Into Dollars $$$ - Feat. Jamie Haberle

In Episode 8 of The Service Lounge Podcast, we sit down with Jamie Haberle, General Manager of Central City Toyota, to explore how data can revolutionize your service dep

Ep 7⎜Is Your Dealership Losing Money on Payments?

Are outdated payment processes costing your dealership time, money, and customer trust? In this episode of The Service Lounge, we sit down with Zana Ziemba from UpdatePro