Complacency is the quiet killer in fixed ops. If you’re waiting to see which “new ideas” actually work before you move, by the time you copy them, the leaders have already moved on. The fix: build a culture that experiments on purpose. Own your data, personalize outreach, and lock in the first (and next) visit with simple, repeatable programs.
In this week’s episode, sponsored by DriveSure, Bill talks with Kyle Morissette, host of the Fixed Ops Mastermind podcast and a longtime service-drive leader who’s bringing operators together to share what actually works. Kyle unpacks why “the way we’ve always done it” is holding stores back, how regional realities shape maintenance strategy, and the practical plays he’s using right now. If you want customers to choose you first for tires, maintenance, and repairs, Kyle’s playbook makes returning feel like the default.
What we discuss in the episode:

Beating complacency with cadence
How to make first-visit retention automatic
The benefits of one-to-one marketing vs one-to-many
Why tires should be part of every conversation
The value of sharing knowledge and insights within the industry

Resources from this episode:

Fixed Ops Mastermind

Social Media:

Connect with Kyle on LinkedIn
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn

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