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What the Fixed Ops?! (WTF?!)

What the Fixed Ops?! (WTF?!)

By: Russell Hill Charity Dunning
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Summary

 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 Career Success Economics Politics & Government
Episodes
  • 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
  • Stop Guessing, Start Scaling: What Matthew Wilmsen & Eric Wilson Know That You Don’t

    Stop Guessing, Start Scaling: What Matthew Wilmsen & Eric Wilson Know That You Don’t
    Apr 13 2026
    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
    Show More Show Less
    45 mins
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