What the Fixed Ops?! (WTF?!)

In this episode of What the Fixed Ops?!, hosts Russell B. Hill and Charity Dunning welcome Erica Bruno Martin, Senior Director of Key Accounts at Recall Masters, for an insightful conversation about automotive customer retention, vehicle recall management, dealership leadership, and the importance of building genuine relationships in the automotive industry.

As a third-generation automotive professional, Erica brings a unique perspective shaped by her family's dealership legacy, her experience working with OEMs and automotive technology companies, and her passion for making the industry better for everyone. She explains why the most successful dealerships aren't defined by their processes or technology alone, but by the people who lead them, serve their customers, and work behind the scenes to keep vehicles on the road.

The conversation explores why customer retention starts long before a vehicle is purchased, how dealerships can build lifelong customer relationships, and why delivering on promises is essential to earning trust. Erica also shares how vehicle recalls can become opportunities to strengthen customer loyalty, improve service retention, and demonstrate that a dealership genuinely cares about its customers' safety and experience.

We talk about:

• Why people—not just processes or technology—drive successful dealerships
• How dealerships can build lifelong customer relationships and improve retention
• Why customer retention begins with dealership branding and the first impression
• Turning vehicle recalls into customer service and loyalty opportunities
• How recall management can help dealerships earn trust and bring customers back

Erica also shares practical ideas for improving the customer experience, including communicating service delays honestly, delivering on promised repair times, personalizing customer outreach, and making recall repairs as convenient as possible. Whether it's a quick software update or a major safety recall, every interaction gives dealerships an opportunity to demonstrate value, build trust, and earn the customer's next visit.

Whether you're a dealer principal, fixed operations director, service manager, service advisor, automotive vendor, or industry professional, this episode offers valuable insights into improving customer retention, strengthening dealership culture, and building a more people-focused automotive industry.

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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 What the Fixed Ops?!

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https://www.fixedopsmarketing.com/?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=wtf

#Podcast #Automotive #FixedOperations #CustomerRetention #RecallMasters #DealershipManagement #AutomotiveIndustry #WomenInAutomotive

In this episode of What the Fixed Ops?!, hosts Russell Hill and Charity Dunning welcome Leo Portaluppi, CEO and owner of P4 Automotive, for a conversation about dealership leadership, fixed operations, customer retention, and what it takes to build a successful automotive dealership group.

Leo shares his journey from working as a technician and service advisor to becoming a dealership executive and owner. He explains how mentors like Roger Penske shaped his career, why understanding both fixed operations and variable operations is critical to dealership success, and how building the right team can create opportunities for long-term growth.

The conversation explores how P4 Automotive approaches dealership management, employee development, and customer experience. Leo discusses creating ownership opportunities for store leaders, improving communication between service and sales, using transparency to sell used vehicles, and building customer retention strategies that keep drivers coming back to the dealership for service and future purchases.

We talk about:

• How P4 Automotive approaches dealership growth and leadership
• Why fixed operations and variable operations need to work together
• Why dealership leadership starts with developing people
• The four pillars of dealership success: people, process, passion, and product
• Creating dealership ownership opportunities to attract and motivate leaders
• How transparent used car sales can build customer trust
• Improving dealership customer retention through better service experiences
• Using loyalty programs, service contracts, and dealership apps to keep customers coming back
• Why dealerships need to rethink traditional technician pay structures
• How to identify people, process, and passion problems in dealership operations

Leo also explains why dealership profitability is a byproduct of strong people, effective processes, passion, and confidence in the products being sold. From creating career paths for technicians to offering managing partners an opportunity to invest in their stores, he shares practical lessons on building a dealership culture where employees feel valued, leaders take ownership, and customers have a reason to return.

Whether you're a dealer principal, dealership owner, general manager, fixed ops director, service manager, or automotive industry professional, this episode offers insights into dealership leadership, fixed operations management, employee development, and strategies for growing a more customer-focused and profitable automotive business.

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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?!

Don't forget to send us a message here!

https://www.fixedopsmarketing.com/?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=wtf

#podcast #automotive #fixedoperations

In this episode of What the Fixed Ops?!, hosts Russell Hill and Charity Dunning welcome Gary Sillman, agent owner of Global F&I Solutions, for a wide-ranging conversation about breaking down dealership silos, connecting sales and service, and uncovering new revenue opportunities inside the service drive.

Gary explains why dealerships can no longer afford to operate sales, service, parts, and F&I as separate departments. With customers keeping vehicles longer and increasingly interacting with dealerships digitally, the service lane has become one of the biggest opportunities to strengthen customer relationships, acquire used vehicles, offer protection products, and create a natural path back to sales.

The conversation explores how dealerships can turn every service visit into a more complete customer experience. Gary discusses using vehicle inspections, appraisals, service contract options, connected CRM systems, and better communication to give customers more choices while helping departments work together instead of allowing valuable opportunities to fall through the cracks.

We talk about:

• Why dealership silos need to disappear
• Turning the service lane into a vehicle acquisition opportunity
• Connecting sales, service, parts, and F&I
• Offering F&I products beyond the initial vehicle purchase
• Creating sales funnels from existing service customers
• Using inspections and appraisals to give customers more options
• Why connected CRM systems matter
• How outdated dealership processes create missed opportunities
• Why technology and AI can't replace strong leadership
• Using social media to humanize your dealership

Gary also shares why dealerships need to rethink processes that may have worked five or ten years ago but no longer fit today's customer journey. Rather than adding another piece of technology to an already fragmented operation, he encourages dealers to map out their processes, identify where customers and information are falling through the cracks, and build a more connected operating system.

Whether you're a dealer principal, general manager, fixed ops director, service manager, F&I professional, advisor, or automotive leader, this episode offers practical insights into creating a more connected dealership, generating additional opportunities from the service drive, and building stronger relationships with customers.

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Get watch and listen links, as well as full episodes and shorts:

https://www.fixedopsmarketing.com/wtf/?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=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?!

Don't forget to send us a message here!

https://www.fixedopsmarketing.com/?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=wtf

#podcast #automotive #fixedoperations

In this episode of What the Fixed Ops?!, hosts Russell Hill and Charity Dunning welcome Josh Arnold, Master Technician and Co-Founder of Within Spec, for an insightful conversation about the automotive technician shortage, technician retention, mentorship, and what dealerships need to do differently to develop the next generation of skilled automotive professionals. 

Josh explains why the industry's technician problem may be less about a shortage of young people interested in the trades and more about a shortage of dealerships equipped to develop them. From clearly defined career paths and strong shop leadership to consistent mentorship and follow-up, Josh argues that dealerships must give technicians a reason to see automotive service as a long-term career rather than simply a job.

The conversation also explores the power of video MPI and technician-to-customer communication. After seeing firsthand how customers responded to technician videos, Josh developed his own customer-focused approach and eventually trained approximately 150 technicians on video inspections. Rather than treating video MPI as another tool for selling repairs, Josh believes technicians should use it to educate customers, create transparency, build relationships, and improve long-term service retention.

We talk about:

• Why the technician shortage isn't simply a recruiting problem
• The importance of mentorship for young automotive technicians
• How dealerships can create clearer technician career paths
• Why Master Technicians need opportunities to continue growing
• Recruiting technicians with honesty and real-world expectations
• How dealerships can improve technician training and retention
• Why video MPI should focus on trust instead of selling
• Building stronger technician-to-customer relationships
• Challenging the "that's how we've always done it" mentality
• How Within Spec is building a community for the next generation of technicians

Josh also shares what becoming a teacher and mentor taught him about his own career, why being questioned can make technicians better at their craft, and how the Toyota philosophy of Kaizen—or continuous improvement—continues to shape his approach to automotive service. His message to dealerships is clear: recruiting young talent is only the beginning. Developing, supporting, challenging, and communicating with technicians throughout their careers is what ultimately keeps great people in the industry.

Whether you're a dealer principal, fixed ops director, service manager, shop foreman, technician, advisor, or automotive professional, this episode delivers practical insights into technician recruitment and retention, automotive mentorship, video MPI, customer communication, and building a stronger future for dealership fixed operations.

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https://www.fixedopsmarketing.com/wtf/?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=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?!
Don't forget to send us a message here!

https://www.fixedopsmarketing.com/?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=wtf

#podcast #automotive #fixedoperations

In this episode of What the Fixed Ops?!, hosts Russell Hill and Charity Dunning welcome Matt Crumpton, Director of Business Development for NAPA Auto Parts and the NAPA Auto Care program, for a wide-ranging conversation about the rapidly changing automotive repair industry and what franchise dealerships can learn from successful independent repair shops.

With 28 years of automotive experience, Matt shares lessons he's learned from working across the industry, from the importance of lifelong learning and mentorship to the growing role of technology, training, partnerships, and customer relationships.

The conversation explores why independent repair shops often have an advantage when it comes to customer loyalty, how dealerships can move from a transactional mindset to a relationship-driven approach, and why the customer who comes in for service today could be the person buying their next vehicle tomorrow.

We talk about:

• What dealerships can learn from successful independent repair shops
• Why customer loyalty starts with relationships and trust
• The difference between transactional and relational customer service
• Why dealerships need to think beyond the warranty period
• How communication can transform the customer experience
• Why convenience has become critical in automotive service
• How dealerships can compete without simply competing on price
• The importance of price transparency and accurate estimates
• Why recommendations are better than "upselling"
• How to turn a service customer into a customer for life

Matt also discusses NAPA Auto Care's approach to building consistency across a network of independently owned businesses without taking away their individual identities. He explains how partnerships, technology, training, and shared resources can help independent shops deliver a consistent customer experience while maintaining the personal relationships that make them successful.

Whether you're a dealer principal, fixed ops director, service manager, service advisor, independent shop owner, technician, or automotive leader, this episode offers valuable insight into the future of automotive repair—and why technology alone won't create loyal customers. Relationships, trust, communication, and taking care of people still matter most.

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https://www.youtube.com/@fixedopsmarketing?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=wtf

Get watch and listen links, as well as full episodes and shorts:
https://www.fixedopsmarketing.com/wtf/?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=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?!

Don't forget to send us a message here!

https://www.fixedopsmarketing.com/?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=wtf
#podcast #automotive #fixedoperations

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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https://www.youtube.com/@fixedopsmarketing?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=wtf

Get watch and listen links, as well as full episodes and shorts:
https://www.fixedopsmarketing.com/wtf/?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=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?!

Don't forget to send us a message here!
https://www.fixedopsmarketing.com/?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=wtf

#podcast #automotive #fixedoperations

In this episode of What the Fixed Ops?!, hosts Russell Hill and Charity Dunning welcome David Long, founder of David J. Long Coaching & Performance, creator of Pandemic of Positivity, and author of Step Zero, for an inspiring conversation about leadership, personal growth, accountability, and the mindset that separates great leaders from everyone else.

David shares his incredible journey from addiction, homelessness, and recovery to becoming one of the automotive industry's most respected leadership coaches. He explains why lasting success doesn't begin with better processes or new technology—it starts with what happens before every decision: your mindset, your energy, your attitude, and your approach. Drawing from nearly four decades of personal growth and leadership experience, David reveals why "Step Zero" is the foundation for every successful leader.

The conversation explores the importance of personal responsibility, self-awareness, positive influence, and building a culture where people thrive. David also shares the powerful life experiences that inspired Step Zero, the lessons he's learned coaching dealerships across the country, and why leadership is ultimately about helping others become the best version of themselves.

We talk about:

• Why leadership starts before any process or strategy
• The meaning behind "Step Zero"
• Why your mindset determines your results
• How to own your energy, attitude, and approach
• The power of accountability and self-awareness
• Why leaders must work on themselves first
• How recovery shaped David's leadership philosophy
• Building positive dealership cultures that last
• Why serving others creates lasting success
• Daily habits that help great leaders reset and grow

David also shares practical insights on developing stronger leaders, creating high-performing teams, building meaningful relationships, and why true leadership begins when you take responsibility for the person in the mirror.

This is an inspiring conversation about leadership, personal transformation, dealership culture, accountability, mindset, and becoming the kind of leader people genuinely want to follow.

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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 #fixedops #leadership #dealershipleadership #personaldevelopment #dealershipculture #accountability #growthmindset #automotiveindustry

In this episode of What the Fixed Ops?!, hosts Russell Hill and Charity Dunning sit down with Nolan Armpriester, General Manager of Twin Pines Ford of Hamburg, for an insightful conversation about dealership leadership, fixed operations, mobile service, customer retention, and why the future of automotive service is happening outside the four walls of the dealership.

Drawing on decades of experience working his way from service advisor to general manager, Nolan shares how process, accountability, and people-first leadership have shaped his career. He explains why the best leaders create systems that empower their teams, why dealership culture starts with leadership, and how treating employees like family ultimately creates a better customer experience.

The conversation also dives deep into one of the fastest-growing opportunities in fixed operations—mobile service. Nolan explains why many dealerships mistakenly believe mobile service doesn't "pencil," how it creates new revenue streams through retail and commercial fleet customers, and why convenience is quickly becoming the biggest competitive advantage in automotive service.

We talk about:
• Why leadership is different from management
• Building a process-driven culture that creates accountability
• Why employees come before customers
• The biggest financial opportunities dealers overlook
• How mobile service is transforming fixed operations
• Why pickup and delivery increases customer retention
• Growing commercial fleet business through mobile service
• Why convenience is becoming the future of dealership service
• The importance of vendor partnerships over vendor relationships
• Lessons learned from ASOTU CON and the Year of the Human

Nolan also shares practical advice for dealerships looking to launch mobile service, improve technician productivity, strengthen dealership culture, and build long-term customer loyalty through better leadership and operational discipline.

His message is clear: the dealerships that win tomorrow won't simply have better technology—they'll have stronger leaders, better processes, and a relentless commitment to creating convenient, relationship-driven experiences for both employees and customers.

This is a must-listen conversation about dealership leadership, mobile service, fixed operations, customer retention, fleet service, accountability, dealership culture, and the future of automotive retail.

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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 #fixedops #mobileservice #dealershipservice #leadership #dealershipmanagement #customerexperience #fleetservice #automotive

In this episode of What the Fixed Ops?!, hosts Russell Hill and Charity Dunning sit down with David Anderson, CEO and co-founder of EvenFlow AI, for a fascinating conversation about service department optimization, predictive analytics, artificial intelligence, dealership operations, and the human side of leadership.

David shares his unconventional journey from academia and applied mathematics to airlines, healthcare, and ultimately automotive retail. Drawing on years of experience helping organizations optimize complex scheduling and capacity challenges, he explains why dealership service departments continue to struggle with bottlenecks, long wait times, unpredictable workloads, and missed revenue opportunities.

The conversation also takes a deeper turn as David shares his personal battle with cancer and how facing mortality transformed his perspective on leadership, purpose, family, and business. His story offers a powerful reminder that success is ultimately measured by impact, relationships, and the people we serve.

We talk about:

• Why dealership service departments struggle with scheduling
• The hidden revenue lost through operational bottlenecks
• What automotive can learn from healthcare and airlines
• How predictive analytics improves service department efficiency
• Why customer wait times remain a major challenge
• The difference between AI hype and real-world applications
• What cancer taught David about purpose and perspective
• Why the human element remains critical in an AI-driven future

David also shares valuable insights on technician productivity, customer retention, operational efficiency, dealership culture, and why technology should empower people—not replace them.

His message is clear: the future of fixed operations isn't about replacing human expertise with AI. It's about using data, analytics, and intelligent tools to help service teams work smarter, deliver better customer experiences, and create more productive and profitable operations.

This is an insightful conversation about dealership service operations, artificial intelligence, predictive analytics, leadership, customer experience, and the personal journeys that shape great leaders.

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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 #fixedops #dealershipservice #artificialintelligence #predictiveanalytics #serviceoperations #fixedoperations #dealershipmanagement #leadership

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.

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Get watch and listen links, as well as full episodes and shorts:
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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