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Your CSI score is the highest it's ever been. So why are your repair orders down month over month? Why are your loyal customers vanishing? And why does every service drive in America feel quieter than it did six months ago? In Episode 49, Steve Shaw and Dave Rogers go deep on the most confusing paradox in fixed operations today: customer satisfaction is climbing while customer retention is falling. The numbers shouldn't be doing this at the same time — and yet they are, everywhere in the country. Dave and Steve unpack the real economic forces working against your service drive right now: • $1,000+ monthly car payments and what they're doing to discretionary maintenance dollars • Tariff pressure and rising parts costs • Gas prices, inflation, and household budget compression • Pandemic-era car buyers finally coming off lease — and the timing problem nobody saw coming • Why your loyal customers are skipping maintenance, not switching dealerships Then they shift to the prescription. Back to the basics. Slowing down. Having more time for every customer. Paying attention to every tenth. The fundamentals that built every great service drive in this industry — and the fundamentals that fix it when the economy stops being kind to your store. In this episode: • Why CSI and retention are decoupling — and what that's really telling you • The economic snapshot every fixed ops director needs in 2026 • Back-to-basics customer service in an era of $1,000 car payments • The “every tenth” mindset that turns advisors into career professionals • Why slowing down on the drive is the highest-ROI move you can make right now Train. Learn. Grow. Steve Shaw Training: https://steveshawtraining.com Steve Shaw University: https://steveshawuniversity.com Fixed Ops Focus: https://fixedopsfocus.com #FixedOpsFocus #FixedOps #CSI #CustomerSatisfaction #CustomerRetention #ServiceDrive #AutomotiveTraining #CarDealership #DealershipLife #ServiceManager #FixedOpsDirector #AutoIndustry #DealerTraining #SteveShawTraining #SteveShawUniversity #DaveRogers #CarBusiness #AutomotivePodcast #DealershipTraining #ServiceDepartment #FixedOperations #AutoDealer #ServiceExcellence #AutomotiveLeadership #DealerPrincipal #GeneralManager #ServiceAdvisor #ROCount #ROTraffic

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