{"id":2577,"date":"2026-01-05T22:12:17","date_gmt":"2026-01-05T22:12:17","guid":{"rendered":"https:\/\/www.tvi-mp3.com\/blog\/?p=2577"},"modified":"2026-01-08T15:21:16","modified_gmt":"2026-01-08T15:21:16","slug":"friction-free-fixed-ops-experience","status":"publish","type":"post","link":"https:\/\/www.tvi-mp3.com\/blog\/friction-free-fixed-ops-experience\/","title":{"rendered":"Creating a Friction-Free Fixed Ops Experience"},"content":{"rendered":"\n

Nobody wakes up intending to lose service customers due to a poor fixed ops experience.<\/p>\n\n\n\n

But every day, minor process breakdowns quietly do the damage\u2014missed calls, slow responses, unclear handoffs, disconnected systems. Not dramatic failures, just enough friction to make customers hesitate, delay, or disappear.<\/p>\n\n\n\n

Across fixed operations, the message from the experts is consistent: friction is where profit leaks out.<\/strong><\/p>\n\n\n\n

\"Creating<\/figure>\n\n\n\n

It Starts Before the Car Ever Arrives<\/strong><\/h3>\n\n\n\n

Nick Shaffer, Vice President of Sales for TVI MarketPro3, doesn\u2019t talk about friction in abstract terms. He points to where it first appears: in the data<\/em>.<\/p>\n\n\n\n

\u201cShow rates and appointment lead time\u2026 are really good indicators to identify what your friction points are and improve your customer satisfaction.\u201d<\/em><\/p>\n\n\n\n

In other words, friction isn\u2019t theoretical. It\u2019s measurable.<\/p>\n\n\n\n

Longer lead times. Lower show rates. Cancellations that never rebook. These aren\u2019t customer behavior problems\u2014they\u2019re signals that something in the process is getting in the way.<\/p>\n\n\n\n

And often, that \u201csomething\u201d has nothing to do with price.<\/p>\n\n\n\n

When Friction Hides Inside the BDC<\/strong><\/h3>\n\n\n\n

Lauren Marzella, VP of Growth & Client Success with TVI-Unotifi<\/a>, sees friction most clearly when dealerships lack visibility into how work is actually being done.<\/p>\n\n\n\n

\u201cHaving a software tool that allows you the ability to look at really <\/em>specific KPIs<\/em><\/a> is something that is invaluable.\u201d<\/em><\/p>\n\n\n\n

Without that visibility, friction hides in plain sight:<\/p>\n\n\n\n