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PODCAST

The Service Lounge

The Service Lounge

Welcome to The Service Lounge by UpdatePromise. Where raw conversations come to life, fueled by fact-based data and firsthand insights on what customers are actually saying in dealership service lounges. Our Consumer Experience team is dedicated to taking all the data and experiences we"ve gathered and sharing them with everyone. Join us to uncover real customer feedback and gain valuable perspectives.

leisure automotive

All Episodes

00:25:25

Ep 16⎜Marketing That Moves Metal: What Dealers Are...

The Service Lounge ·

2025/11/25

🚀 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 what dealers are missing when it comes to customer experience, community connection, digital strategy, and service drive engagement.From GA4 confusion to retention breakdowns to brand-building basics, this conversation is loaded with practical insight you can apply immediately.You’ll Learn:Why the service drive is your most powerful

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00:28:32

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

The Service Lounge ·

2025/10/21

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 training techs to building accountability and trust with customers.What you’ll learn in this episode:✅ How to inspire buy-in and consistency across your team✅ Ways to connect leadership with measurable results✅ Why full commitment to change transforms your service lane📌 Stop by to say hello on our other pages!Apple Podcasts:

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00:30:08

Ep 14⎜Winning in a Competitive Market: ELR &...

The Service Lounge ·

2025/09/23

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 with Rusty Mayfield, Parts & Service Director at Coad Toyota, to uncover the real-world strategies that keep his Missouri dealership thriving against tough competition. What you’ll learn in this episode: - Why effective labor rate (ELR) is more than just a number—and how small tweaks add up to thousands. - Creative

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00:27:34

Ep 13⎜Top 10 Customer Complaints in Fixed Ops – What...

The Service Lounge ·

2025/07/22

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—this time using thousands of reviews from January through June 2025. What’s changed since last year? Why did “repairs not fixed right the first time” take the #1 spot? And how did wait times drop off the top of the list? You’ll hear real examples straight from customer comments, plus insights on: ✅ Improving advisor‑to‑tech

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00:40:11

Special Rewind: The Episode That Started It All – Top...

The Service Lounge ·

2025/06/26

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 The Service Lounge Podcast.Join hosts Brandon Nixon and Christian Eagon as they revisit the top 10 customer complaints in the dealership service industry. From long wait times and appointment frustrations to communication breakdowns and misdiagnoses, this episode still hits hard — because the issues are still happening.Originally aired

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00:31:08

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

The Service Lounge ·

2025/05/22

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 joined by Kyle Newsom, Co-Founder of Visperio Performance, to explore what it really takes to lead in fixed ops. From team accountability to breaking daily chaos cycles, this episode is all about helping service leaders step into their role with structure, confidence, and long-term impact. 💬 What you’ll hear in this episode: • Why so

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00:28:28

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

The Service Lounge ·

2025/04/22

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 topics in automotive today: Artificial Intelligence. From 24/7 phone scheduling tools to real-time customer sentiment alerts and proactive service recommendations, AI is reshaping service departments across the country—but not without its challenges. 💬 What you’ll hear in this episode: The difference between automated and true

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00:25:43

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

The Service Lounge ·

2025/03/25

The service department gets all the attention—but what about parts? When inventory issues, long wait times, and miscommunication pile up, customer satisfaction (and profits) take a hit. It’s time to fix the disconnect. In this episode of The Service Lounge, Brandon Nixon sits down with Kaylee Felio from PartsEdge to reveal why parts and service must work together for fixed ops success. What you’ll learn in this episode: 🔹 How the parts department directly impacts service efficiency & customer

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00:27:15

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

The Service Lounge ·

2025/02/25

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 often overlooked or underrated, and how dealerships can fix it. 🚗 What You’ll Learn in This Episode: ✔️ Why most dealerships neglect service marketing (and what it’s costing them) ✔️ How to compete with independent shops dominating local search results ✔️ The best digital marketing strategies to increase service appointments ✔️ How

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00:37:45

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

The Service Lounge ·

2025/01/23

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 department. With over 30 years of experience, Jamie shares his journey from handwritten repair orders to leading one of the top-performing Toyota service departments in the nation. 💡 What You’ll Learn in This Episode: ✔️ How to track and share daily metrics for team accountability ✔️ Building a culture that embraces data-driven

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00:28:58

Ep 7⎜Is Your Dealership Losing Money on Payments?

The Service Lounge ·

2024/12/26

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 UpdatePromise’s Merchant Services to uncover the hidden pitfalls of traditional credit card processing in dealerships. Discover why automotive-specific merchant services are a game-changer, how integrations save hours of reconciliation time, and whether surcharging is helping or hurting your customer relationships. Don’t miss out on

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00:28:09

Ep 6⎜Turn Your Tablets Into Profit Machines

The Service Lounge ·

2024/11/26

Is your service check-in process living up to its potential? In this episode of The Service Lounge, we dive into how you can turn your tablet into a profit machine. Learn practical tips and strategies to maximize efficiency, improve customer satisfaction, and get the most out of your tablet investment. From real-world examples to expert insights, this episode is packed with actionable advice to help your dealership thrive. 🎧 Subscribe for more raw conversations and insights from the service

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00:30:00

Ep 5⎜Why the Big Push for Digital MPIs from an OEM...

The Service Lounge ·

2024/10/25

In this episode of The Service Lounge, we dive deep into the growing demand for Digital MPIs from an OEM perspective with special guest Kenny Warren, representing Lexus/Toyota. Kenny offers a unique viewpoint on why OEMs are pushing for the adoption of Video and Photo MPIs, highlighting how these tools are transforming service departments by enhancing transparency, customer trust, and approval rates. If you're a dealership leader looking to understand the impact of Digital MPIs on service

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00:32:39

Ep 4⎜How to Build a High-Performance Service Team -...

The Service Lounge ·

2024/09/25

In this episode of The Service Lounge, we sit down with Geno Walsh to explore the strategies behind building high-performance teams at the dealership. From implementing new processes to motivating team members with consistent reporting and competition, Geno offers practical advice for leaders looking to drive both team performance and customer satisfaction. He also shares the "Qvale Way," a philosophy that focuses on customer transparency and engagement. If you're looking for tips on

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00:35:51

Ep 3 ⎜Mastering Appointment Scheduling - Feat. Scott...

The Service Lounge ·

2024/08/26

In this episode of The Service Lounge Podcast, we’re diving deep into one of the biggest challenges in the service department—service scheduling. Join hosts Brandon Nixon and Christian Eagon as they sit down with Scott Loveless, Fixed Operations Director at Diamond Valley Honda, to uncover the strategies that have helped his dealership excel in managing customer appointments.Scott shares his wealth of experience, offering actionable insights on: The root causes of long wait times and how to

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00:32:25

Ep 2 ⎜The Dark Side of Upselling

The Service Lounge ·

2024/07/26

Welcome to the second episode of the Service Lounge Podcast! Join hosts Brandon Nixon and Christian Eagon as they uncover the fine line between upselling and overselling in dealership service departments. In this episode, we discuss: Real customer feedback on upselling experiences. The power of transparency: using videos and photos to build trust. Mystery shopping insights: what we learned about dealership practices. Tune in to learn how dealerships can enhance their customer

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00:38:37

Ep 1 ⎜Top 10 Customer Complaints (2024) - Dealership...

The Service Lounge ·

2024/06/26

In our premiere episode, hosts Brandon Nixon and Christian Eagon break down the top 10 customer complaints in the dealership service industry for 2024. Learn about the challenges and solutions for long wait times, appointment issues, rude staff, and more. This episode features: Analysis of the CDK Global cyberattack and its consequences. Tips for enhancing customer experience in dealerships. Real customer feedback and practical advice for service improvement. Subscribe and listen to ensure

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