If you're leading a service department or responsible for fixed ops performance, this is one of those conversations you don't skip.

In this episode, I sit down with someone I've known and respected for years, Mitch Kudler, COO of Simms Auto Group… a guy who didn't just study the business, he lived every role in it. From technician to advisor to GM to executive leadership, Mitch brings a perspective that most leaders simply don't have.

We dig into what most GMs misunderstand about service, why retention is the real game (not transactions), and the small decisions that quietly cost dealerships millions, like losing tire business or failing to create a real first service experience. Mitch breaks down the importance of transparency, why MPIs and video are still wildly underutilized, and how culture inside your store directly impacts customer trust.

This conversation also hits leadership hard, how to unify sales and service, why most managers don't actually understand their numbers, and the simple but powerful act of walking your store and listening. If you want stronger retention, better CSI, and a team that actually works together… this one will stay with you.

And personally? This one meant a lot. Mitch is one of those people I've always admired from afar—and every time we talk, I walk away better.

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