In this episode of What the Fixed Ops?!, hosts Russell Hill and Charity Dunning welcome Michael Keene, Chief Revenue Officer at Chameleon Limited, for an eye-opening conversation about the future of artificial intelligence in automotive fixed operations and why the biggest opportunity isn't replacing people—it's developing better leaders.
Michael explains why AI should be viewed as a leadership tool rather than a staffing solution. While many dealerships focus on automation and efficiency, Michael argues that AI's greatest value lies in helping service managers spend less time buried in reports and more time coaching advisors, developing teams, and improving the customer experience.
The conversation explores how AI can eliminate "data fog," provide actionable insights, and help new managers make decisions with the confidence of seasoned industry veterans. Michael also discusses why leadership—not labor rate—is the true driver of profitability, how dealerships can improve customer retention through better communication, and why consistent coaching is still the foundation of every successful service department.
We talk about:
- Why AI won't replace great service managers
- Using AI to coach instead of simply manage
- How dealerships can eliminate "data fog"
- Developing stronger leaders through actionable insights
- Why customer communication is still the biggest competitive advantage
- The difference between managers and true leaders
- How AI improves accountability without creating confrontation
- Why employee development drives profitability
- Building stronger advisor coaching processes
- The future of AI in fixed operations and dealership leadership
Michael also shares practical strategies for improving service advisor performance, increasing effective labor rate, reducing employee turnover, and creating dealership cultures where both employees and customers thrive.
Whether you're a dealer principal, fixed ops director, service manager, advisor, or automotive leader, this episode delivers practical insights on leveraging AI to strengthen leadership, improve operational performance, and create a better customer experience.
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