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What the Fixed Ops?! (WTF?!)

What the Fixed Ops?! (WTF?!)

著者： 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 出世 就職活動 政治・政府 経済学
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  • The Customer Retention Playbook: With Bill Springer

    The Customer Retention Playbook: With Bill Springer
    2026/06/08
    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
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    54 分
  • Nick Ruffolo Returns: Why Top Dealers Invest In Culture

    Nick Ruffolo Returns: Why Top Dealers Invest In Culture
    2026/05/25
    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
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    49 分
  • How Great Systems Fix Broken Teams with John Acosta

    How Great Systems Fix Broken Teams with John Acosta
    2026/05/11
    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
    続きを読む 一部表示
    55 分
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