Dealers across the industry are chasing the same goal: more traffic, more appointments, more cars in the lane. But what if the real constraint on growth isn’t demand—it’s how much value is being created from the customers you already have?

In this session, Nick Shaffer and Joe Castellino challenge the conventional thinking around fixed ops growth. Instead of focusing solely on increasing volume, they’ll break down how top-performing dealerships are maximizing revenue through operational discipline, consistency, and customer experience.

Through real-world examples and candid insights from the service drive, this session will explore:

• Why the gap between your best and worst advisor represents untapped revenue
• How convenience and speed—not just price—are winning customer loyalty
• Where dealerships are unintentionally creating friction that drives customers elsewhere
• How marketing can both create demand and amplify strong operational execution

Attendees will walk away with a practical framework to evaluate their own service departments, identify hidden growth opportunities, and better align operations and marketing to drive measurable RO growth.