TABLE OF CONTENTS 16 20 WINDSHIELD REPLACEMENT FOR PROFIT BY: MARK HAECK with GMS Dealerships 24 DIGITAL MENUS BY: ZACK FOX with BG Products 20 18 28 CHALLENGES OF A TECHNICIAN BY: JOE HENRY with ACT Auto Staffing 26 52 48 30 32 AI-POWERED TECHNOLOGY IN FIXED OPS BY: TED INGS with FixedOps Roundtable 56 SEPTEMBER /OCTOBER 2023 LETTER FROM THE PUBLISHER BY: RON OVERS with FIXED OPS MAGAZINE SERVICE DEPARTMENT RETHINKING SERVICE DISPATCH BY: MATTHEW DONOVAN with SocketTime LLC PARTS DEPARTMENT INVESTING IN DIGITAL RETAILING BY: MIKE RICH with RevolutionParts MY STORY BY ROBBY VILLANUEBA MY FIXED OPS JOURNEY BY: ROBBY VILLANUEBA with Source Recruitment Group 60 ADMIN DEPARTMENT PUTTING PEOPLE FIRST BY: NATASHA FAY with Mile One Leadership 36 5 TIPS FOR TECHNICIAN COMMUNICATION BY: DON ANTON with RAPID RECON 66 INDUSTRY INSIGHT BY: COREY SMITH with NATIONAL AUTO CARE 66 DIRECTORY OF ADVERTISERS 40 RO QUALITY + CUSTOMER RETENTION BY: JOHN FAIRCHILD with Fairchild Automotive Solutions