In the fast-moving world of fixed operations, a subtle but powerful shift is taking place. It’s the evolution of the relationship between a dealership and a fixed ops consultant into something deep and impactful. When a consultant is no longer viewed as an outside vendor but rather a part of the store’s leadership rhythm, the impact on the dealership’s gross and sustainable growth becomes undeniable.
A skilled fixed ops consultant brings more than checklists and data. The dealership gets a fresh set of eyes, real-world experience, and the rhythm of accountability and execution. The consultant’s role is to guide, challenge, and support the team — not from the sidelines, but as a collaborative force working in tandem with the dealership’s goals and culture. In this capacity, the consultant is essentially an extension of leadership with the ability to see the big picture and influence the daily habits that drive long-term success.
This transformation from vendor to trusted ally doesn’t happen overnight. It’s built through mutual respect, and a deep commitment to continuous improvement. When both sides buy in, the energy changes with the trajectory of the store’s success.
Accountability isn’t just about reporting numbers or highlighting shortfalls. It’s when both the dealership and the consultant are aligned in a shared commitment to improve. The accountability transforms into a rhythm that is predictable, dependable, productive and, most importantly, profitable.
From the consultant’s perspective, this means bringing preparation, clear expectations, and honest insights. It’s about being direct when needed while always focused on the bigger picture.
From the dealership team’s perspective, accountability means engaging fully, taking action on recommendations, and owning the outcomes — both wins and losses. There’s no room for passive participation in this high-performance environment.
The rhythm of accountability and execution becomes the engine behind gross performance, employee development, and operational stability. When everyone is rowing in the same direction, momentum builds quickly — and small wins begin compounding into big ones.
Anyone can show up with a strategy. What sets a real partner above the rest is the ability to understand a store’s unique personality. This includes its pace, its people, and its process. No two dealerships are the same. An effective consultant knows how to read the room, adjust the approach, and earn influence through value and trust by:
• listening first
• integrating into the day-to-day
• respecting the culture
• recognizing that the path forward is rarely one-size-fits-all
It’s about giving input that matches the store’s capacity, while still pushing for progress.
When a consultant approaches each engagement with a service mindset and deep operational empathy, the relationship evolves into something more durable and effective than a one-time visit. It becomes a growth engine — consistently generating positive momentum and reinforcing the store’s core values.
Ownership isn’t about title or tenure — it’s a mindset. It shows up in how people approach challenges, how they manage details, and how seriously they take their role in the store’s success.
When an advisor takes ownership, constant reminders to follow the processes are not necessary since the advisor will be personally held accountable to the standard and will become part of the ownership solution. When a technician feels ownership, cars aren’t the only things repaired. The tech will protect the reputation of the business as well.
Ownership also means embracing the uncomfortable truths. It’s looking at missed opportunities as lessons, not as failures. It’s being solution-oriented, not excuse-driven. And it’s taking pride in your role, no matter where you sit in the organizational chart.
When ownership is shared across all levels — from the lane to leadership — the energy changes. People begin to act like stakeholders, not just employees or service providers. That’s when cultures shift, and performance levels rise.
Every great consultant-dealership relationship is built on a solid foundation: trust. Not just trust in the data, or even the process, but trust in the goal-driven nature of the work. That trust enables candid conversations, better decision-making, and a deeper alignment on what really matters.
Trust is built over time through consistent follow-up. It grows when a consultant follows through on commitments or owns it when something falls short. It strengthens when the dealership team communicates openly, even about tough issues. It is also founded on both sides being willing to problem-solve instead of pointing fingers.
This kind of trust allows for real conversations that lead to progress, not just polite agreement. It creates a space where mistakes become teachable moments, and feedback is welcomed not feared. Trust is high when egos are low and growth becomes a shared pursuit instead of a one hit wonder.
At its core, fixed ops isn’t just about parts and labor. It’s about people. It’s about the energy in the service drive, the pride in the technician’s work, and the confidence of a service advisor who feels prepared, supported, and driven to succeed.
When a consultant becomes more than a vendor — when they become a steady partner in growth — the ripple effect is powerful. It lifts morale. It reinforces culture. It creates a sense of stability in a part of the business that’s often reactive and fast-paced.
And perhaps most importantly, it reminds everyone that they’re part of something meaningful. It reminds everyone that their role matters. It reminds everyone that their performance has a purpose. When the relationship is real, the gross follows — and sustainable growth becomes the new standard.
Shon Kingrey’s first job after the Marine Corp was as a Service Writer in Boone Iowa, where he quickly became a Service Manager and ultimately worked into the role of Fixed Operations Director over multiple locations. After holding a variety of notable positions along the way, Shon, who is an avid Green Bay Packer fan, was recently given the opportunity to return to his roots in the Midwest as the VP of Fixed Operations at the Kayser Automotive Group in Madison Wisconsin. This allowed him to take his 28 year career to the next level of Fixed Operations at a 100 year old family owned dealership group. Shon’s passion and love for his Teammates, process, and structure within Fixed Ops shows everyday.
John Fairchild is a seasoned Fixed Operations Coach with over two decades of experience in automotive service management. His passion lies in helping dealerships maximize their service potential through proven execution strategies and leadership development.
