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What the Fixed Ops?! (WTF?!)

What the Fixed Ops?! (WTF?!)

Written by: Russell Hill Charity Dunning
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Join automotive expert and entrepreneur Russell B. Hill and CMO Charity Dunning as they venture into the world of automotive, fixed operations, and the successes and failures in life in the What the Fixed Ops?! podcast.

Get new episodes by following our social media networks or by visiting us at www.FixedOPSMarketing.com/WTF.Russell Hill Careers Economics Personal Success Politics & Government
Episodes
  • Nick Ruffolo Returns: Why Top Dealers Invest In Culture

    Nick Ruffolo Returns: Why Top Dealers Invest In Culture
    May 25 2026
    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
    Show More Show Less
    49 mins
  • How Great Systems Fix Broken Teams with John Acosta

    How Great Systems Fix Broken Teams with John Acosta
    May 11 2026
    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
    Show More Show Less
    55 mins
  • Busting Car Myths, One Ride at a Time with Tim Pohanka

    Busting Car Myths, One Ride at a Time with Tim Pohanka
    Apr 27 2026
    (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
    Show More Show Less
    47 mins
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