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What the Fixed Ops?! (WTF?!)

What the Fixed Ops?! (WTF?!)

De : 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 Economie Politique et gouvernement Réussite personnelle
Épisodes
  • Turning Recalls into Customer Loyalty with Erica Bruno-Martin

    Turning Recalls into Customer Loyalty with Erica Bruno-Martin
    Oct 26 2026
    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.

    BE THE 1ST TO KNOW. LIKE AND FOLLOW HERE

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

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

    Get watch and listen links, 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 What the Fixed Ops?!

    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 #CustomerRetention #RecallMasters #DealershipManagement #AutomotiveIndustry #WomenInAutomotive
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    54 min
  • How P4 Automotive Builds Better Dealerships with Leo Portaluppi

    How P4 Automotive Builds Better Dealerships with Leo Portaluppi
    Oct 12 2026
    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.

    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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    49 min
  • Breaking Down Dealership Silos with Gary Sillman

    Breaking Down Dealership Silos with Gary Sillman
    Sep 28 2026
    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.

    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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    43 min
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