FWRD: An EasyCare Podcast

People First Performance Follows.

AI is everywhere in dealership conversations right now, but most dealers are skipping a critical step before they invest. On this episode of FWRD, host Corey Smith sits down with Michael Morgan of Launch Labs, a data and identity resolution platform used by nearly 900 dealers nationwide, to break down what actually needs to happen before AI can deliver results. Michael explains why dealership data across the DMS, CRM, and CDP so often fails to talk to itself, and how that disconnect leads to wasted marketing spend, missed sales opportunities, and customers who feel like the dealership does not know them. He and Corey dig into the difference between chasing shiny new technology and building a real foundation, why vendor fragmentation is such a common frustration for dealers, and where fixed ops teams are leaving money on the table every single day. This conversation is a practical look at what separates dealerships that get real value from technology from the ones stuck replacing vendors every two years. Corey and Michael also get into culture, leadership, and what the highest performing dealerships will be doing differently five years from now. Tune in for an honest conversation about data, discipline, and why people, not platforms, are still what wins in this business.

Making Vehicle Ownership Affordable Again with David Engelman CEO of SmartPay

Ninety five percent of Americans get paid weekly or biweekly, but almost every dealership still offers a monthly payment on the first pencil sheet. In this episode of FWRD, Corey Smith and Erick Jauregui sit down with David Engelman, founder and CEO of SmartPay, to break down why that mismatch is costing dealers money and costing customers deals they could have closed. Engelman explains how a payment option that matches a customer's actual pay cycle leads to less back and forth at the sales desk, an average of $1,000 more in gross per deal, and 1.5 additional finance products sold per customer. The conversation goes beyond the sales desk. Engelman ties affordability directly to the negative equity crisis facing dealers today, explaining how faster loan payoff gets customers into a better equity position and back into the trade cycle sooner. For any dealer principal, GM, or F&I director trying to solve today's affordability problem without cutting into gross, this episode is worth the listen.

Compliance Matters: Protecting Your Dealership from FTC Risk with Erica Blackmon & Shannon Robertson

The latest episode of FWRD tackles a topic every dealership needs to take seriously right now: FTC compliance. Hosts Corey Smith and Erick Jauregui are joined by Erica Blackman, EasyCare's compliance training expert, and Shannon Robertson, VP of AFIP, the Association of Finance and Insurance Professionals. The conversation starts with the FTC's recent warning letters sent to 97 dealerships representing more than 1,000 rooftops, and what that signal means for the industry. The core message is clear: online pricing must match what customers see and hear in the store, employees posting on personal social media as dealership staff are subject to the same advertising rules, and no store is too small to end up on the FTC's radar. The guests push back hard on the idea that compliance lives only in the F&I office. From service and parts to the technician on the shop floor, every department carries risk, and every employee's actions can expose the dealership. Shannon's framework is straightforward: build a written code of conduct, define your processes, and train everyone on them consistently. Erica adds that dealerships need to inspect what customers actually experience, not just what managers think is happening. The episode closes with a point that hits close to home for any store leader: customer confusion is not a sales strategy, and the dealerships that figure that out before an audit are the ones that stay off the radar.

Women in Automotive: An Interview with Laurie Halter and Brooke Furniss

The latest episode of FWRD features two automotive veterans who both stumbled into the industry by accident and never left: Laurie Holter, founder of an automotive PR and communications agency with more than two decades in the business, and Brooke Furness, a data-driven marketing and digital consultant known for telling clients what they need to hear. Hosts Corey Smith and Erick Jauregui lead a conversation that touches on relationships, career growth, and what it actually takes to build something lasting in this industry. Both guests speak to how strong personal and professional networks built through years in the trenches have become the foundation of their careers, and how women now in leadership roles are actively working to bring others up behind them. The conversation gets practical fast. Brooke delivers a sharp take on data, warning against trusting vendor dashboards as a source of truth and pushing back hard on the idea that a quick AI prompt replaces real strategy or expertise. Laurie points to flexible scheduling as the single most important change dealerships can make to attract more women. Brooke challenges dealer principals directly: look around your store and ask whether your staff reflects the customers you are trying to win. Both guests leave with the same core message for anyone entering this industry: walk in with confidence, do not shrink yourself for the room, and build a circle of people who will be honest with you.

AI Won't Fix What Leadership Won't

The Walk Around Problem: Advisor Issue or Leadership Failure?

Turning Used Cars Back Into a Profit Center with Eric Meahan

In this episode of FWRD, hosts Corey Smith and Erick Jauregui speak with Eric Meahan, Managing Director of Repair360, about the declining profitability of used cars at dealerships. Meahan explains that gross profit per unit has dropped over 12% year-over-year due to inflated acquisition costs post-COVID, parts shortages, and increased reconditioning expenses. He emphasizes that dealerships must shift from viewing reconditioning as an afterthought to treating it as their supply chain. Key strategies discussed include improving vehicle appraisal processes, implementing better communication systems, tracking leading indicators rather than just cycle time, and establishing clear accountability in the recon process. Meahan recommends dealerships focus on getting vehicles retail-ready within five days, implement daily recon huddles, and measure KPIs like idle time, parts waiting periods, and rework. The conversation highlights how proper reconditioning management can turn used cars back into a profitable center for dealerships, with practical advice for immediate implementation.

Leveling Up Leadership Culture with the Team Reeder Trausch Marine

In this episode of FWRD, Erick Jauregui sits down with the leadership team from Reeder Trausch Marine to explore what it takes to build a high-growth dealership without losing sight of culture. From humble beginnings to multi-location success, the team shares how strong leadership, clear communication, and unwavering standards have fueled their growth. The conversation dives into the importance of maintaining a family-first culture, developing leaders from within, and creating consistent, customer-focused processes across every department. The team also discusses innovation in the marine space—from training and technology to new customer experience initiatives like boating education and concierge-style services. Listeners will gain insight into how Reeder Trausch Marine continues to evolve while staying grounded in its core values, and how intentional leadership, accountability, and investment in people can drive both performance and long-term success.

How Better Communication Improves Service Performance with Bernie DeGraw

In the latest episode of FWRD, Erick Jauregui speaks with Bernie DeGraw, a senior education developer for MRAA. They discuss the evolution of customer expectations in the marine service industry, emphasizing the significant gap in service compared to sales. Bernie highlights the importance of communication skills and education for service managers and advisors, noting that these roles must improve customer interactions to enhance service experiences. They agree that the focus should shift towards creating a continuous relationship with customers post-sale, rather than viewing the sale as an endpoint. Additionally, the conversation touches on the necessity of incorporating technology, including AI, to improve customer service and streamline operations. The episode encourages listeners to take actionable steps to enhance communication and training within their teams to foster a world-class customer experience in the marine service sector.

The Future of Fixed Ops with Russell Hill from Fixed Ops Marketing

In this episode of FWRD, Corey Smith sits down with Russell Hill, Co-Founder and Managing Partner of Fixed Ops Marketing, to discuss why dealership websites have become the new digital showroom for fixed operations. With more than 40 years in the automotive industry, Russell shares insights on how the service customer journey has shifted online and why many dealership websites still fail to meet modern expectations. Nearly 30% of dealership website visitors are looking for service information, yet many encounter outdated content, poor navigation, or limited transparency around pricing. Corey and Russell explore how dealerships can improve their digital service experience, reduce customer defection after the warranty period, and capture more fixed ops revenue through clearer navigation, better content, and a more intentional digital strategy. They also discuss how emerging technologies like AI and predictive maintenance will continue to reshape the service experience and help dealerships anticipate customer needs earlier. For dealers focused on growth and retention, one thing is clear: your website plays a critical role in the future of fixed operations.

From Guesswork to Game Tape: AI Coaching for Dealerships Sales Teams with Gavin Janis

See EasyCoach in action: easycare.com/easycoach What if every F&I conversation in your dealership could drive better performance, stronger compliance, and higher revenue? In this episode of FWRD, we introduce EasyCoach℠ powered by Siro, EasyCare’s newest AI-driven platform designed to reinforce F&I training and turn real customer interactions into actionable coaching insights. EasyCoach℠ records, transcribes, and analyzes real finance conversations, scoring them against the proven EasyCare F&I process to surface coaching opportunities, compliance risks, and missed revenue moments. Why EasyCoach matters for dealerships: Most dealerships invest in training. EasyCoach℠ ensures that training is consistently executed in every deal. By providing real-time visibility into what’s actually happening in the F&I office, EasyCoach℠ helps leaders coach with precision, improve accountability, and scale performance across their teams. What you’ll learn in this episode How AI is transforming F&I coaching through real conversation analysis How dealers are seeing a $200+ lift in PBR How product penetration increased from 4% to 20% with better visibility How EasyCoach℠ helps identify compliance risks before they become costly issues A real example of $120K saved through recorded transaction validation Why top-performing F&I managers succeed through stronger rapport and needs assessment

Leadership in Building Winning Teams-with Jamison Carrier

In this episode of FWRD, Corey Smith and Erick Jauregui sit down with leadership expert and author Jamison Carrier to discuss what it really takes to build a high-performing team in today’s automotive industry. Jamison shares insights from his new book Building a Championship Team, including why money alone is a weak motivator, how leaders can create a culture centered around winning, appreciation, and accountability, and why dealerships must move beyond informal hiring practices to build stronger teams. He explains how identifying traits like hunger, humility, and competitiveness can help leaders hire and promote the right people, not just the best interviewers. The conversation also explores common leadership challenges in growing organizations, including unclear roles, communication breakdowns, and the risks of promoting top performers who may not yet be ready for leadership positions. Jamison emphasizes the importance of defining expectations clearly so every team member understands what success looks like and how to achieve it. For dealership leaders focused on improving team performance, retention, and culture, this episode provides practical strategies for building organizations that prioritize accountability, development, and long-term success.

Winning the Service Game: New Plays for 2026 and Beyond

In this episode of FWRD, Corey Smith and Erick Jauregui break down what it really takes to win in fixed operations in 2026 and beyond. Service is no longer just a department. It is the dealership’s profit engine. And the stores that treat it that way will dominate the next decade. With overloaded service advisors, technician shortages, smarter customers, and rising corporate demands, doing what worked in 1990 will not work in 2026. Corey and Eric share real, actionable plays for: • Turning the service drive into a sales floor • Elevating the role of the service advisor • Rethinking dealership layout and operational structure • Building a fixed ops culture that drives long-term profitability • Aligning service strategy with dealership growth goals If you are a dealer principal, GM, fixed ops director, or service manager looking to increase retention, improve RO performance, and future-proof your store, this episode delivers practical strategies you can implement now.

The Service Advisor Evolution: What 2026 Will Demand

In this episode of FWRD, hosts Corey Smith and Erick Jauregui break down what dealerships must do to professionalize the service advisor role in 2026 and beyond. From KPI literacy and daily coaching to AI adoption and video multipoint inspections, this conversation outlines a blueprint for transforming service departments into frontline revenue engines. You’ll learn: Why one-time training fails and how to build a true practice culture The KPIs every service advisor must understand (ELR, approval rate, HPR, declined services) How AI tools like video MPIs and automated scheduling will reshape advisor workflows Why service must shift from “after sale” to lifetime ownership experience How integrating F&I knowledge into service drives retention and extended warranty revenue The importance of visible scoreboards, daily huddles, and positive reinforcement coaching If you want to increase approval rates, raise effective labor rate, improve CSI, and build long-term customer loyalty, this episode delivers the strategy. Service is no longer a back-end department. It is the dealership’s competitive advantage.

The ART of AI: How Dealers can learn, adapt, and prepare for the future with Sean Hartman from TOMA Ai

AI is everywhere in automotive right now, but not all “AI” is the same. On this episode of FWRD, Corey Smith and Erick Jauregui sit down with Sean Hartman, VP of Sales at Toma, to talk about the practical side of AI for dealerships, especially in service and customer communications. Sean shares how dealers can avoid the hype, start with clear goals, and choose solutions that actually move the needle. You’ll learn: The simplest way to think about AI in a dealership: start with the use case Two common dealer scenarios where AI delivers fast wins (overwhelming call volume vs. repetitive BDC calls) How to spot real AI vs. advanced IVR The “Art of AI” framework: Adoption, Resolution, Tailoring What to ask vendors (learning over time, benchmarks, call-tree placement, integrations) Where the human touch still matters most (status calls, tough conversations, upset customers) What the next 3–5 years may bring: smarter, more dynamic workflows and communications If you are exploring AI, this is a strong starting point to evaluate tools with clarity and confidence.

The Road to 2026: Innovation, Speed, and the Reconditioning Revolution with Eric Meahan from Repair On Demand

In this episode of the FWRD Podcast, Corey Smith and Erick Jauregui sit down with Eric Meahan to explore how data-driven reconditioning helps dealers reduce cycle time, control costs, and protect used vehicle margins. Eric shares how EchoPark cut reconditioning cycle time to five days by improving process visibility, labor allocation, and supplement management. The conversation highlights why idle time between recon steps is often the biggest bottleneck, not technician productivity, and how integrated tools eliminate manual tracking and errors. They also discuss how tighter controls, upstream recon decisions, and mobile repair strategies will become critical as used vehicle market conditions shift. The episode reinforces how aligning people, process, and technology can turn reconditioning into a competitive advantage. 🎧 Listen now to learn how smarter recon processes can improve throughput, efficiency, and profitability across your dealership.

Giving That Reflects Love with Brent Smith Owner from Craig Smith Chevrolet

What does leadership look like when profit is no longer the priority? For Brent Smith, it looks like showing up for people who are often forgotten. In this episode, Brent opens up about founding Love’s Reflection after years of hospice volunteering and a near-death experience that permanently shifted his perspective on life, death, and purpose. You’ll hear how Love’s Reflection focuses on fast, meaningful, deeply personal acts of service, from granting final wishes to simply ensuring no one feels alone at the end of life. Brent also shares how a major partnership with Akron Children's Hospital is expanding the nonprofit’s reach and why leadership grounded in compassion has reshaped his dealership culture, team morale, and long-term vision. This conversation goes beyond nonprofit work. It’s about redefining success, building community when none exists, and understanding how one small act of kindness can impact everyone involved.

Words That Drive Results with Laurie Halter from Charisma Communications

In this episode of the FWRD Podcast, Corey Smith sits down with Laurie Halter to discuss why authenticity and clear communication are essential to building trust, culture, and performance in automotive. Laurie explains how brand promises only work when they are consistently delivered at every customer touchpoint. From sales and service conversations to leadership communication, she shares why customers and employees quickly lose trust when words and actions do not align. The conversation explores how understanding emotional drivers helps teams communicate more effectively, improve loyalty, and strengthen internal culture. Corey and Laurie also discuss leadership language, personal brand alignment, and why authentic video and storytelling resonate more in today’s digital landscape. They also touch on crisis communication and reputation management, highlighting the importance of transparency, accountability, and follow-through. The episode closes with a reminder that honest, human leadership builds stronger relationships and long-term success.

The Journey from a Service Advisor to Service Manager With Erick & Corey

In this episode of the FWRD Podcast, Corey Smith and Erick Jauregui unpack one of the biggest transitions in fixed operations: moving from service advisor to service manager. Together, they break down what it means to step into leadership, highlighting the importance of shifting from individual performance to team success. The discussion covers key management skills like understanding and teaching metrics, maintaining shop balance, managing inventory, and forecasting effectively. The hosts also explore how to handle tough conversations, set healthy boundaries, and foster a positive team culture built on communication and accountability. Throughout the episode, they emphasize the importance of leading by example and investing in professional development to keep growing as a manager.

From Cold Calls to Smart Bots: The Future of BDC Starts Now with Matt Raymond

In this episode, Matt Raymond, COO of Bowtie Solutions, joins Erick Jauregui to share how dealerships can modernize their service BDCs without sacrificing quality or breaking the budget. Matt explains why his team defines AI as “Actual Individuals,” and how the right balance of people and automation can transform a call center from a cost center into a profit driver. They discuss how customer expectations have evolved, why dealers need to track the right performance metrics, and how outsourcing can fill process gaps while keeping operations scalable. Matt also shares real results, including how one dealership captured 67 missed calls and turned 47 of them into appointments within two days. The conversation wraps with three simple takeaways: if you can’t manage it, outsource it; know your numbers and compare results; and stay focused on what your team does best. 🎧 Listen now to learn how human connection, smart technology, and consistent tracking can take your BDC performance to the next level.