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Convenience Has Changed the Fixed Ops Playbook

Bill Springer | Updated on October 9, 2026

Episode 56 — Featuring Guest Alysha Webb |

Customers are no longer comparing your service drive only to the dealership across town. They’re comparing it to every fast, convenient, transparent experience they have elsewhere. Many dealerships may not realize how quickly that standard is rising. Keeping up means choosing technology and service models that fit your customers rather than adopting every new tool the same way.

In this episode, sponsored by DriveSure, Bill Springer talks with automotive journalist and industry analyst Alysha Webb about what’s changing in fixed operations and what dealers should be watching. They discuss the growing role of video, text, AI, and mobile service, along with the technician shortage and the steady loss of service business to chains and independent repair shops. Alysha also shares what U.S. dealers can learn from the speed of change in China’s automotive market.

Takeaways from this episode:

Why texts, videos, and 24/7 responsiveness are changing service communication
How dealerships can decide where AI belongs and where personal service still matters
Why mobile service can improve retention, expand capacity, and open the door to fleet business
What recruiting more women and creating accessible training paths could do for the technician shortage
How dealerships can compete as service chains gain market share and customer expectations continue to rise