{"id":2584,"date":"2026-01-06T00:35:40","date_gmt":"2026-01-06T00:35:40","guid":{"rendered":"https:\/\/www.tvi-mp3.com\/blog\/?post_type=tvi_insight&p=2584"},"modified":"2026-01-08T15:17:07","modified_gmt":"2026-01-08T15:17:07","slug":"core-fixed-ops-challenge-in-2026","status":"publish","type":"tvi_insight","link":"https:\/\/www.tvi-mp3.com\/blog\/insights\/core-fixed-ops-challenge-in-2026\/","title":{"rendered":"The Core Fixed Ops Challenge in 2026"},"content":{"rendered":"\n

As dealerships head into 2026, one reality is becoming impossible to ignore:<\/p>\n\n\n\n

Customer-pay RO counts are shrinking.<\/strong><\/p>\n\n\n\n

Yes, average repair orders are higher. Yes, labor rates and parts margins have increased. But underneath those gains lies a more fragile truth: volume is down. And relying on bigger tickets to offset fewer visits is not a long-term strategy.<\/p>\n\n\n\n

Across fixed operations leadership, sales experts, and field specialists, there\u2019s strong agreement on what this means: Dealers can\u2019t price their way out of this problem. Retention and experience have to do the work.<\/p>\n\n\n\n

\"The-Core-Fixed-Ops-Challenge-in-2026\"<\/figure><\/div>\n\n\n\n

Fewer Visits, Bigger Tickets\u2014A Risky Equation<\/strong><\/h2>\n\n\n\n

Ken Pletcher, Fixed Operations Specialist at TVI MarketPro3, sees the trend clearly when working with stores across the Pacific Northwest:<\/p>\n\n\n\n

\u201cCustomer-pay R.O. count has been trending down the last three or four months\u2026 I’m concerned that’s going to continue into 2026, and I feel stores should be really focused on retention and keeping the customers with their store as opposed to\u2026 letting the new car sales come in and fill that void or gap.\u201d<\/em><\/p>\n\n\n\n

Higher average RO numbers can mask declining traffic for a while\u2014but not forever. When customers stretch service intervals, skip visits, or opt for independent services, the math eventually breaks.<\/p>\n\n\n\n

Scott Kelford, Regional Sales Manager at TVI MarketPro3, stresses that you can raise labor rates and parts markups to keep up with costs, but \u201c[you\u2019ve] just got to make sure that you’re providing a world-class experience.\u201d<\/em><\/p>\n\n\n\n

Retention Is Now the Real Battleground<\/strong><\/h2>\n\n\n\n

The consensus across the team is clear: retention isn\u2019t a marketing metric\u2014it\u2019s an operational outcome.<\/strong><\/p>\n\n\n\n

Tyler Parker, Regional Sales Manager at TVI MarketPro3, puts a strong emphasis on retention.<\/p>\n\n\n\n

\u201cRetention is important because you’re always going to go backwards if you can’t keep your own customers.\u201d<\/em><\/p>\n\n\n\n

And it\u2019s not driven solely by reminders or discounts alone. It\u2019s driven by how customers feel when they interact with the service department\u2014how easy it is to schedule, how clearly recommendations are explained, and whether they trust the people advising them.<\/p>\n\n\n\n

Experience Is the Only Sustainable Lever Left<\/strong><\/h2>\n\n\n\n

Robert Morris, Regional Sales Manager at TVI MarketPro3, brings the conversation back to first principles:<\/p>\n\n\n\n

\u201cMy job is to put more cars in the [dealer] client’s service lane. Really, that’s about it. How we do that is complicated, and it’s data-driven, but the core focus itself is relatively straightforward and easy.\u201d<\/em><\/p>\n\n\n\n

That complexity lives in experience: reducing friction, building trust, and making every visit worth repeating. When dealerships get that right, higher ticket numbers become a byproduct\u2014not a crutch.<\/p>\n\n\n\n

Scott Kelford sums it up with a philosophy many fixed ops leaders are rediscovering:<\/p>\n\n\n\n

\u201cCustomers don\u2019t mind paying full price if you provide full service.\u201d<\/em><\/p>\n\n\n\n

The Fixed Ops Reality for 2026<\/strong><\/h2>\n\n\n\n

The challenge ahead isn\u2019t subtle\u2014and it isn\u2019t temporary.<\/p>\n\n\n\n