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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
エピソード
  • How Dealerships Can Keep Their Best Technicians with Josh Arnold

    How Dealerships Can Keep Their Best Technicians with Josh Arnold
    2026/09/14
    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.

    BE THE 1ST TO KNOW. LIKE and FOLLOW HERE

    https://www.linkedin.com/company/fixed-ops-marketing/?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=wtf

    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
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    54 分
  • What Makes NAPA Auto Parts Successful with Matt Crumpton

    What Makes NAPA Auto Parts Successful with Matt Crumpton
    2026/08/31
    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.

    BE THE 1ST TO KNOW. LIKE and FOLLOW HERE
    https://www.linkedin.com/company/fixed-ops-marketing/?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=wtf

    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
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    1 時間
  • AI + Leadership: The Future of Automotive Fixed Ops with Michael Keene

    AI + Leadership: The Future of Automotive Fixed Ops with Michael Keene
    2026/08/17
    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.

    BE THE 1ST TO KNOW. LIKE and FOLLOW HERE
    https://www.linkedin.com/company/fixed-ops-marketing/?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=wtf

    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
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    53 分
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