In this episode of What the Fixed Ops?!, hosts Russell Hill and Charity Dunning sit down with Dennis McGinn, founder of Rapid Recon and co-founder of Workflow Live, for an insightful conversation about dealership accountability, operational excellence, leadership, and the transformative role of AI in automotive retail.

Dennis shares the story behind building Rapid Recon into one of the most widely adopted dealership technologies in the industry, helping thousands of dealerships dramatically improve reconditioning times, inventory turns, and profitability. He explains how a lack of accountability, visibility, and trust in data continues to create bottlenecks across dealership operations—and why solving those challenges became the foundation of his success.

The conversation then shifts to Workflow Live, Dennis’s latest venture, which leverages artificial intelligence to help dealerships move from reactive firefighting to proactive leadership. Dennis explains how AI can help general managers identify operational bottlenecks, align teams around measurable goals, improve execution, and create accountability across every department.

This discussion goes far beyond technology. It explores leadership, culture, process improvement, organizational alignment, and what it takes to build systems that drive sustainable growth in modern dealerships.

We talk about:

• How Rapid Recon transformed dealership reconditioning
• Why accountability remains one of the industry's biggest challenges
• The hidden cost of operational bottlenecks
• Why dealership teams struggle to trust data
• The role of leadership in driving performance
• How great general managers create alignment
• Why reactive management limits dealership growth
• The importance of measuring what matters

Dennis also shares powerful insights on dealership culture, employee buy-in, process improvement, data integrity, and why the future of automotive retail belongs to organizations that can effectively align people, processes, and technology.

His message is clear: dealerships don't have a technology problem—they have an execution problem. Success comes from creating accountability, building trust in the data, empowering employees, and giving leaders the tools they need to focus on what matters most.

This is a high-level, future-focused conversation about dealership operations, leadership, artificial intelligence, accountability, and the systems that will define the next generation of automotive retail.

BE THE 1ST TO KNOW. LIKE and FOLLOW HERE
www.linkedin.com/company/fixed-ops-marketing
https://www.youtube.com/channel/@fixedopsmarketing

Get watch and listen links, as well as full episodes and shorts:
www.fixedopsmarketing.com/wtf

Join Managing Partner and Host Russell B. Hill and Co-Host Charity Dunning as they discuss life, automotive, and the human journey in What the Fixed Ops?!

#podcast #automotive #fixedoperations #dealershipmanagement #artificialintelligence #dealershipleadership #workflowlive #rapidrecon

In this episode of What the Fixed Ops?!, hosts Russell Hill and Charity Dunning sit down with Bill Springer for a deep dive into the evolving world of dealership customer retention, fixed operations, and long-term service loyalty.

Drawing from insights in his latest Dealer Retention Report, Bill breaks down the biggest challenges and opportunities facing dealerships today—from tire sales and first service appointments to mobile service, video MPIs, communication strategies, and the growing importance of convenience-driven loyalty.

Bill explains why customer retention is no longer just about price or promotions, but about building trust, creating seamless experiences, and proactively guiding customers through every stage of ownership. He shares why dealerships lose customers after the warranty period, how poor communication creates major defection points, and why service departments must rethink the customer journey from day one.

This conversation goes far beyond oil changes and repair orders. It’s about understanding customer behavior, building long-term relationships, creating value beyond price, and developing systems that keep customers coming back year after year.

We talk about:
• Why the first service appointment is critical to retention
• How tire sales directly impact long-term customer loyalty
• Why dealerships still struggle to communicate their tire business
• The growing role of mobile service and convenience
• How video MPIs build trust and transparency with customers
• Why appointment availability can make or break retention
• The connection between communication and customer continuity
• Why dealerships must focus on value instead of competing on price
• How prepaid maintenance bundles improve retention
• The importance of setting the next appointment before customers leave
• Why customer experience now competes with Amazon-level convenience
• How dealerships can reduce friction in the service process
• The biggest customer defection points dealerships overlook
• Why service advisors should focus on education and relationship-building
• How leadership and long-term thinking shape dealership success
• The role of process consistency in improving retention
• Why dealerships need proactive systems instead of reactive marketing
• How EV adoption is reshaping tire and maintenance opportunities
• Why trust, transparency, and convenience matter more than ever

Bill also shares powerful insights on leadership, customer psychology, employee communication, and why dealerships must stop thinking transactionally and start thinking about customer continuity over the long term.

His message is clear: retention doesn’t happen by accident—it happens through trust, communication, convenience, and consistently delivering value at every step of the customer journey.

This is a high-level, insight-packed conversation about dealership retention, fixed ops strategy, customer loyalty, and what it truly takes to build a service experience customers choose to come back to.

BE THE 1ST TO KNOW. LIKE and FOLLOW HERE
www.linkedin.com/company/fixed-ops-marketing
https://www.youtube.com/channel/@fixedopsmarketing

Get watch and listen links, as well as full episodes and shorts:
www.fixedopsmarketing.com/wtf

Join Managing Partner and Host Russell B. Hill and Co-Host Charity Dunning as they discuss life, automotive, and the human journey in What the Fixed Ops?!

#podcast #automotive #fixedoperations #dealershipmarketing

Culture isn’t built through slogans or perks—it’s built through leadership, accountability, training, and creating an experience people actually want to be part of.

In this episode of What the Fixed Ops?!, we welcome back Nick Ruffolo for an in-depth conversation on what truly drives long-term success inside a dealership. From customer retention and employee engagement to leadership development and process accountability, Nick breaks down the systems and mindset shifts that separate average dealerships from elite-performing organizations.

Drawing from his experience leading fixed operations across the , Nick shares why culture is more than a buzzword—it’s the foundation behind customer loyalty, employee retention, and sustainable growth. He explains how dealerships can create stronger relationships with customers, empower advisors and technicians, and develop leaders who inspire performance instead of simply managing it.

This conversation goes far beyond service lanes and KPIs. It’s about understanding people, creating buy-in, building trust, and developing systems that keep both employees and customers coming back.

We talk about:

• Why dealership culture impacts every department
• The connection between customer experience and employee retention
• Why fixed ops success starts with leadership and accountability
• How training and coaching create high-performing teams
• The importance of understanding your employees’ “why”
• How dealerships lose customers after the warranty period
• Why service advisors should focus on relationships over transactions
• The role of communication in dealership performance
• Why process consistency matters more than flashy amenities
• How great leaders create buy-in and trust
• The difference between managing people and inspiring them
• Why dealerships must break down silos between sales and service
• How setting the next appointment improves retention
• Why top-performing dealerships invest heavily in culture and development
• The importance of hiring for attitude and emotional intelligence

Nick also shares powerful insights on leadership, employee motivation, customer trust, and how embracing discomfort and continuous growth can transform both individuals and organizations.

His message is clear: dealerships don’t grow because of luck—they grow because of people, culture, accountability, and leaders willing to invest in the long game.

This is a high-energy, insight-packed conversation about customer retention, leadership, fixed ops culture, and what it really takes to build a dealership people want to work for—and customers want to return to.

BE THE 1ST TO KNOW. LIKE and FOLLOW HERE
www.linkedin.com/company/fixed-ops-marketing
https://www.youtube.com/channel/@fixedopsmarketing

Get watch and listen links, as well as full episodes and shorts:
www.fixedopsmarketing.com/wtf

Join Managing Partner and Host Russell B. Hill and Co-Host Charity Dunning as they discuss life, automotive, and the human journey in What the Fixed Ops?!

podcast #automotive #fixedoperations #dealershipmarketing

Growth doesn’t come from adding more tools—it comes from seeing clearly, fixing what’s broken, and building systems that actually work.

In this episode of What the Fixed Ops?!, we welcome John Acosta, CEO of VTech Dealer IT and a leader at the intersection of automotive, technology, and cybersecurity. John brings a rare combination of military discipline, entrepreneurial grit, and deep dealership experience—and in this conversation, he breaks down why most dealerships aren’t struggling from a lack of opportunity… but from a lack of visibility.

From plugging revenue leaks to aligning people and processes, John shares how understanding systems—not just symptoms—can transform dealership performance from the inside out.

This conversation goes far beyond IT. It’s about leadership, culture, accountability, and how the connection between people and systems ultimately determines success. This episode will challenge the way you think about operations, technology, team alignment, and what it really takes to build a high-performing dealership.

We talk about:

• Why “visibility” is the biggest missing piece in dealerships
• How missed calls are silently killing revenue
• The connection between people, systems, and performance
• Why most SOPs fail—and how to actually build them
• How to identify and fix process breakdowns quickly
• The “process process” for solving problems at scale
• Why dealerships stay stuck in repeating patterns
• How AI should support—not replace—your team
• The importance of eliminating “mental clutter” with automation
• How to create alignment between leadership and frontline teams
• Why culture and systems must evolve together

John also shares powerful insights on leadership, self-awareness, and how shifting from judgment to curiosity can unlock better results—both in business and in life.

His message is clear: you don’t need more tools—you need better visibility, stronger processes, and a deeper understanding of how your organization actually operates.

This is a direct, insightful, and systems-driven conversation about fixing what’s broken, unlocking hidden profit, and building a dealership that runs with clarity and purpose.

BE THE 1ST TO KNOW. LIKE and FOLLOW HERE
www.linkedin.com/company/fixed-ops-marketing
https://www.youtube.com/channel/@fixedopsmarketing

Get watch and listen links, as well as full episodes and shorts:
www.fixedopsmarketing.com/wtf

Join Managing Partner and Host Russell B. Hill and Co-Host Charity Dunning as they discuss life, automotive, and the human journey in What the Fixed Ops?!

#podcast #automotive #fixedoperations #dealershipmarketing

(00:00:00) Intro

(00:00:39) Tim shares the origin of Tour Detour

(00:01:44) How the idea turned into a viral series

(00:05:58) What Tim wanted to achieve from making the show

(00:10:52) Fixed ops as the backbone of dealership profitability

(00:13:15) The danger of over-quoting and losing customer trust

(00:19:14) What Tim's Strategy Looks Like on a Daily Basis

(00:25:35) Rethinking service appointments vs. walk-ins

(00:31:10) Setting Expectations with Clients

(00:33:08) How AI is shaping the future of service communication

(00:37:07) Biggest Missed Opportunities in the Service Department

(00:44:14) What’s next for Tour Detour

(00:46:31) Outro

Success doesn’t always come from following the traditional playbook—sometimes it’s built by rethinking the rules, taking risks, and executing with intention.

In this episode of What the Fixed Ops?!, we welcome Tim Pohanka, VP and COO of Pohanka Nissan Hyundai and the creative force behind Tour Detour, the show.

Tim brings a unique blend of dealership leadership, innovation, and storytelling—and in this conversation, he breaks down why fixed operations remains one of the most powerful (yet misunderstood) drivers of long-term dealership success.

From launching a viral automotive series to redefining how service departments operate, Tim shares how thinking differently—and executing with discipline—can unlock massive growth in both business and brand.

This conversation goes far beyond cars and content. It’s about leadership, customer experience, process, and why dealerships that embrace transparency, education, and adaptability will win in today’s evolving market.

This episode will challenge the way you think about fixed ops, service retention, dealership culture, and what it really takes to stand out in a crowded industry.

We talk about:

• The origin and rapid growth of Tour Detour
• Why storytelling is transforming dealership marketing
• How fixed ops drives consistent, scalable profitability
• The biggest mistakes service departments make today
• Why over-quoting repairs kills customer trust and revenue
• How proper pricing strategy increases repair order acceptance
• The importance of educating—not selling—your customers
• Why video MPI and transparency are game changers
• How AI can improve communication and service conversions
• The truth about appointments vs. walk-in service models
• What it takes to build a multi-generational dealership legacy

Tim also shares insights on leadership, innovation, and how stepping outside your comfort zone—whether in business or content creation—can create unexpected opportunities.

His message is clear: stop treating fixed ops as an afterthought, focus on delivering real value to customers, and build processes that drive both trust and profitability.

This is a direct, insightful, and forward-thinking conversation about growth, innovation, and the future of fixed operations in automotive.

BE THE 1ST TO KNOW. LIKE and FOLLOW HERE

www.linkedin.com/company/fixed-ops-marketing
https://www.youtube.com/channel/@fixedopsmarketing

Get watch and listen links, as well as full episodes and shorts:
www.fixedopsmarketing.com/wtf

Join Managing Partner and Host Russell B. Hill and Co-Host Charity Dunning as they discuss life, automotive, and the human journey in What the Fixed Ops?!

#podcast #automotive #fixedoperations #dealershipmarketing

Some careers follow a straight line. Others are built by recognizing opportunity, solving problems, and scaling what works.

In this episode of What the Fixed Ops?!, we welcome Matthew Wilmsen, Chief Revenue Officer, and Eric Wilson, SVP of OEM Partnerships at Fixed Ops Marketing, to the show.

Both Matt and Eric bring deep experience from high-level automotive, data, and growth organizations—and in this conversation, they break down why fixed operations is one of the most overlooked and underutilized profit centers in the dealership world today.

From their first impressions of Fixed Ops Marketing to their vision for scaling the company, they share what made them join, what they see missing across the industry, and how dealerships can unlock massive growth by leveraging better data, smarter communication, and stronger partnerships.

This conversation goes far beyond sales and marketing tactics. It’s about discipline, leadership, relationships, and why dealerships that embrace change and data-driven strategies will win in the next era of automotive.

This episode will challenge the way you think about fixed ops, customer retention, data strategy, and what it really takes to scale a dealership in today’s market.

We talk about:

• What drew Matt and Eric to Fixed Ops Marketing and why timing matters
• The biggest mistakes companies make when trying to scale
• Why communication and relationships are the foundation of real growth
• How great sales teams focus on problem-solving—not just selling
• The importance of discipline, planning, and process in building revenue
• How Matt’s military background shaped his leadership and accountability style
• Why most dealerships are missing the mark on fixed ops marketing
• The power of clean, actionable data—and why it’s the new currency
• How dealerships are losing customers without even realizing it
• Why service retention is one of the biggest untapped opportunities
• How to align sales, marketing, and partnerships to drive real results
• The difference between selling a product and building a true partnership
• Why educating customers (not selling them) builds trust and long-term loyalty
• How dealerships can better adapt to changing consumer behavior
• What high-performing teams do differently when it comes to growth
• The vision for scaling Fixed Ops Marketing and doubling dealer count

Matt and Eric also share insights on leadership, adaptability, and what it takes to build a company that’s truly ready to scale—from the foundation up.

Their message is clear: stop relying on outdated strategies, start leveraging data, and focus on fixed ops as a core driver of long-term profitability.

This is a direct, insightful, and forward-thinking conversation about growth, leadership, and the future of fixed operations in automotive.

Global Dealer Solutions offers a network of high-performance providers while remaining product agnostic. Knowing which tools to deploy makes a big difference. Having a trusted adviser; priceless.

Schedule your complimentary consultation today: https://calendly.com/don-278

BE THE 1ST TO KNOW. LIKE and FOLLOW HERE www.linkedin.com/company/fixed-ops-marketing

https://www.youtube.com/channel/@fixedopsmarketing

Get watch and listen links, as well as full episodes and shorts: www.fixedopsmarketing.com/wtf

Join Managing Partner and Host Russell B. Hill and Co-Host Charity Dunning as they discuss life, automotive, and the human journey in What the Fixed Ops?! 

#podcast #automotive #fixedoperations #dealershipmarketing

Some careers are planned. Others are built through grit, pressure, and pure resilience.

In this episode of What the Fixed Ops?!, we welcome Sheila Pogue, Dealer Marketing Consultant at Dealer OMG, to the show.

Sheila’s journey into the automotive and dealership world didn’t begin in a showroom or service drive — it started in hospitality, managing bars and restaurants before making an unexpected leap into the RV, marine, and dealership industries. From the parts counter to service leadership to operations management, she worked her way up through the trenches and built her career from the ground up.

Today, Sheila helps dealerships across the country improve performance through smarter marketing, stronger customer targeting, and a deeper understanding of how fixed ops, retention, and culture all work together to drive long-term profitability.

This conversation goes far beyond ads and lead generation. It’s about resilience, mentorship, retention, leadership, and why some dealerships continue to grow while others get left behind.

This episode will challenge the way you think about dealership culture, fixed ops, customer loyalty, and what really creates lasting success in the automotive industry.

We talk about:
• Sheila’s unconventional path from hospitality into dealership leadership
• The lessons she learned working in parts, service, warranty, and operations
• Why mentorship can completely change the trajectory of a career
• The reality of being a woman in fixed operations and dealership leadership
• How insecurity and competition can show up between women in the industry
• Why culture, retention, and leadership matter more than most dealers realize
• The importance of investing in people instead of constantly replacing them
• Why vendors should be treated like strategic partners, not just salespeople
• The biggest marketing mistakes dealerships are making right now
• How Meta, Facebook, Instagram, and customer data can be used more effectively
• Why lower lead volume doesn’t have to mean lower performance
• The massive opportunity dealers are still missing in fixed operations
• Why service retention may be the most overlooked growth strategy in automotive
• How the customer journey should feed directly from sales into the service drive
• Why dealers need to prepare technicians and teams now for EV and hybrid service

Sheila also shares powerful personal stories about earning respect, leading under pressure, navigating tough workplace dynamics, and the moments that reminded her why great customer service still matters.

Her message is simple: adapt, invest in people, focus on retention, and stop overlooking fixed ops as the engine of dealership growth.

This is a candid, practical, and inspiring conversation about leadership, reinvention, marketing, and what it really takes to win in today’s dealership environment.

Connect with Sheila
Linkedin: https://www.linkedin.com/in/sheilapogue713/
Email: [email protected]
Dealer Profitability Summit: https://dealerprofitabilitysummit.com/

Global Dealer Solutions offers a network of high-performance providers while remaining product agnostic. Knowing which tools to deploy makes a big difference. Having a trusted adviser; priceless.

Schedule your complimentary consultation today: https://calendly.com/don-278

BE THE 1ST TO KNOW. LIKE and FOLLOW HERE www.linkedin.com/company/fixed-ops-marketing

https://www.youtube.com/channel/@fixedopsmarketing 

Get watch and listen links, as well as full episodes and shorts: www.fixedopsmarketing.com/wtf

Join Managing Partner and Host Russell B. Hill and Co-Host Charity Dunning as they discuss life, automotive, and the human journey in What the Fixed Ops?! 

#podcast #automotive #fixedoperations #dealershipmarketing #womeninautomotive

Influence matters. Leadership matters. And real sales performance depends on both.

In this episode of What the Fixed Ops?!, we welcome Christian Younggren, sales trainer and founder of Kaizen Automotive Consulting, to the show.

Christian’s journey is rooted in decades inside the dealership world. He started in the car business in 1992 as a salesperson, worked his way through finance and management, and eventually became General Sales Manager at Mills Chevrolet. After nearly twenty years in retail automotive, he stepped away from a secure career path to pursue what he felt called to do — train, coach, and develop people in the industry.

Today, Christian works with dealerships across the country teaching sales psychology, influence, and leadership — helping teams turn information into real behavioral change.

This conversation goes far beyond sales scripts. It’s about understanding people, building trust, and creating systems that actually make training stick.

This episode will challenge the way you think about training, influence, and what really drives performance inside a dealership.

We talk about:

•  Why information is not transformation — and why execution is the real difference-maker
• The concept of Kaizen and how 1% daily improvement compounds into massive growth - Why great salespeople are made, not born
• The true definition of charisma: trust, warmth, and competence
• The most common signs of discipline problems on a sales floor
• The difference between performative training vs. effective coaching
• How the Seven Principles of Influence shape customer decisions
• Why reciprocity, authority, and personalization dramatically improve follow-up
• The power of emotional intelligence and adapting to different customer personalities
• Why leadership — not process — is often the root of dealership performance problems
• How small, thoughtful gestures can build lifelong customer loyalty

Christian also shares a deeply personal turning point — the loss of his mother — that pushed him to leave dealership management and pursue his mission of helping others grow.

His message is simple: understand people, improve daily, and close the gap between what we say we do and what we actually do.

This is a thoughtful, practical, and inspiring conversation about influence, leadership, and the human side of selling.

Global Dealer Solutions offers a network of high-performance providers while remaining product agnostic. Knowing which tools to deploy makes a big difference. Having a trusted adviser; priceless.

Schedule your complimentary consultation today. https://calendly.com/don-278

BE THE 1ST TO KNOW. LIKE and FOLLOW HERE
www.linkedin.com/company/fixed-ops-marketing 
https://www.youtube.com/channel/@fixedopsmarketing

Get watch and listen links, as well as full episodes and shorts: www.fixedopsmarketing.com/wtf

Join Managing Partner and Host Russell B. Hill and Co-Host Charity Dunning as they discuss life, automotive, and the human journey in What the Fixed Ops?!

#podcast #automotive #fixedoperations #salestraining #leadership

AI is advancing fast — but skilled technicians aren’t going anywhere.

Watch the full episode: https://youtu.be/_FWnkP4smlc

Global Dealer Solutions offers a network of high-performance providers while remaining product agnostic. Knowing which tools to deploy makes a big difference. Having a trusted adviser; priceless. 
Schedule your complimentary consultation today. https://calendly.com/don-278. 

BE THE 1ST TO KNOW. LIKE and FOLLOW HERE 
www.linkedin.com/company/fixed-ops-marketing
https://www.youtube.com/channel/@fixedopsmarketing

Get watch and listen links, as well as full episodes and shorts: 
www.fixedopsmarketing.com/wtf

Join Managing Partner and Host, Russell B. Hill and Charity Dunning, Co-Host and Chief Marketing Officer of FixedOPS Marketing, as we discuss life, automotive, and the human journey in WTF?!
#podcast #automotive #fixedoperations

The moment you think you’ve arrived is the moment you stop growing.

Watch the full episode: https://youtu.be/_FWnkP4smlc

Global Dealer Solutions offers a network of high-performance providers while remaining product agnostic. Knowing which tools to deploy makes a big difference. Having a trusted adviser; priceless. 
Schedule your complimentary consultation today. https://calendly.com/don-278. 

BE THE 1ST TO KNOW. LIKE and FOLLOW HERE 
www.linkedin.com/company/fixed-ops-marketing
https://www.youtube.com/channel/@fixedopsmarketing

Get watch and listen links, as well as full episodes and shorts: 
www.fixedopsmarketing.com/wtf

Join Managing Partner and Host, Russell B. Hill and Charity Dunning, Co-Host and Chief Marketing Officer of FixedOPS Marketing, as we discuss life, automotive, and the human journey in WTF?!
#podcast #automotive #fixedoperations