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.
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Sep 28, 2026 · 42:41
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…
Sep 14, 2026 · 53:33
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…
Aug 31, 2026 · 59:43
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…
Aug 17, 2026 · 52:47
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…
Aug 3, 2026 · 43:16
In this episode of What the Fixed Ops?!, hosts Russell Hill and Charity Dunning welcome David Long, founder of David J. Long Coaching & Performance, creator of Pandemic of…
Jul 20, 2026 · 50:55
In this episode of What the Fixed Ops?!, hosts Russell Hill and Charity Dunning sit down with Nolan Armpriester, General Manager of Twin Pines Ford of Hamburg, for an insightful…
Jul 6, 2026 · 55:57
In this episode of What the Fixed Ops?!, hosts Russell Hill and Charity Dunning sit down with David Anderson, CEO and co-founder of EvenFlow AI, for a fascinating conversation…
Jun 22, 2026 · 49:35
In this episode of What the Fixed Ops?!, hosts Russell Hill and Charity Dunning sit down with Dennis McGinn, founder of Rapid Recon and co-founder of Workflow Live, for an…
Jun 8, 2026 · 53:50
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…
May 25, 2026 · 49:07
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…
May 11, 2026 · 55:07
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?!,…
Apr 27, 2026 · 47:17
(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…
Apr 13, 2026 · 44:43
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…
Mar 30, 2026 · 53:35
Some careers are planned. Others are built through grit, pressure, and pure resilience. In this episode of What the Fixed Ops?!, we welcome Sheila Pogue, Dealer Marketing…
Mar 16, 2026 · 49:00
Influence matters. Leadership matters. And real sales performance depends on both. In this episode of What the Fixed Ops?!, we welcome Christian Younggren, sales trainer and…
Mar 13, 2026 · 0:35
AI is advancing fast — but skilled technicians aren’t going anywhere. Watch the full episode: https://youtu.be/_FWnkP4smlc Global Dealer Solutions offers a network of…
Mar 12, 2026 · 1:04
The moment you think you’ve arrived is the moment you stop growing. Watch the full episode: https://youtu.be/_FWnkP4smlc Global Dealer Solutions offers a network of…
Mar 11, 2026 · 0:27
If your compensation plan isn’t built for quality, don’t expect to attract it. Watch the full episode: https://youtu.be/_FWnkP4smlc Global Dealer Solutions offers a network of…
Mar 10, 2026 · 0:38
The further you want to go, the more humility matters. Ego stalls growth. Watch the full episode: https://youtu.be/_FWnkP4smlc Global Dealer Solutions offers a network of…
Mar 9, 2026 · 0:32
You don’t need a perfect past. You need work ethic. In automotive, effort still wins. Watch the full episode: https://youtu.be/_FWnkP4smlc Global Dealer Solutions offers a…
Mar 6, 2026 · 0:38
Quality isn’t claimed — it’s earned. If you want proven skill, look for ASE. Watch the full episode: https://youtu.be/_FWnkP4smlc Global Dealer Solutions offers a network of…
Mar 5, 2026 · 0:49
The data is clear: ASE-certified techs earn more, perform better, and stay longer. Watch the full episode: https://youtu.be/_FWnkP4smlc Global Dealer Solutions offers a network…
Mar 4, 2026 · 0:34
Your pay plan might be driving short-term wins… and long-term damage. Incentives shape culture. Watch the full episode: https://youtu.be/_FWnkP4smlc Global Dealer Solutions…
Mar 3, 2026 · 0:33
Forget the stereotypes. The next wave of technicians isn’t lazy or entitled — they’re sharp, capable, and ready. Watch the full episode: https://youtu.be/_FWnkP4smlc Global…
Mar 2, 2026 · 48:00
Standards matter. Leadership matters. And the future of fixed ops depends on both. In this episode of What the Fixed Ops?!, we welcome Dave Johnson, President & CEO of ASE…
Feb 27, 2026 · 0:55
Nick Ruffolo shares how stepping up, owning tasks, and staying ready for the next big opportunity transformed his path in the car business. Watch the full episode:…
Feb 26, 2026 · 1:01
Nick shares why department silos create friction and limit growth. A dealership should operate as one team, not separate islands. Watch the full episode:…
Feb 25, 2026 · 0:44
Nick Ruffolo explains that service specials aren’t just about bringing customers in - they’re tools advisors use to close the deal. Watch the full episode:…
Feb 24, 2026 · 0:54
Nick Ruffolo shares the right way to welcome customers into the shop. They shouldn’t have to ask where to go or what to do. Watch the full episode: https://youtu.be/5wVNMGmB6pg…
Feb 23, 2026 · 0:42
Nick Ruffolo is all in on AI. Innovation is coming either way - you can fight it, or you can embrace it. Watch the full episode: https://youtu.be/5wVNMGmB6pg Global Dealer…
Feb 20, 2026 · 1:01
Nick Ruffolo shares which metrics he believes actually matter — ELR, GPP, and RO count — and whether Hours per RO is overrated. Watch the full episode:…
Feb 19, 2026 · 0:49
Tech video is Nick’s favorite tool. He tracks every metric to see what’s working — and what’s not. Watch the full episode: https://youtu.be/5wVNMGmB6pg Global Dealer Solutions…
Feb 18, 2026 · 0:59
Nick Ruffolo explains why the best technician recruiting strategy is simple: build a great place to work and let word spread. Watch the full episode: https://youtu.be/5wVNMGmB6pg…
Feb 17, 2026 · 0:45
Want to lead in the car business? Inspect what you expect. Double-check everything. Write it down. Keep your head on a swivel. Watch the full episode:…
Feb 16, 2026 · 47:43
The answers you're looking for in this business are right here! In this episode of What the Fixed Ops?!, we welcome Nick Ruffolo, Fixed Operations Director at Rohrman Auto Group,…
Feb 13, 2026 · 0:49
No one wants to work alongside people who lack accountability. Scott Falcone shares why accountability is non-negotiable in his shop. Watch the full episode:…
Feb 12, 2026 · 0:56
Scott Falcone shares how his fixed operations performance is up 100%, with both stores doubling their numbers. Expansion followed, more space, more capacity, and a stronger…
Feb 11, 2026 · 0:57
Scott Falcone shares his complicated relationship with an industry known for second chances. While some people truly grow when given another opportunity, others take advantage of…
Feb 10, 2026 · 0:52
Scott Falcone explains why he’s moved away from traditional vendors and toward true vendor partners. No more standing meetings or time drains that steal focus and don’t respect…
Feb 6, 2026 · 1:12
Scott Falcone shares how his metaphor for learning is rooted in pain. Hard-earned experience has been one of his greatest mentors, pushing him to identify what actually works and…
Feb 6, 2026 · 0:59
Scott Falcone shares how his metaphor for learning is rooted in pain. Hard-earned experience has been one of his greatest mentors, pushing him to identify what actually works and…
Feb 5, 2026 · 0:57
Scott Falcone shares how he’s averaging an additional $55,000 per month in service upsell and why disciplined processes and accountability make the difference. Don’t leave money…
Feb 4, 2026 · 0:55
Scott has a defining moment when given a public ultimatum. How he handled it then has shaped how he was perceived as a leader forever thereafter. Since that moment, he's always…
Feb 3, 2026 · 0:46
Scott breaks down why accountability matters in the shop and how tolerating poor performance drives top performers out the door. Eagles need high standards, accountability, and…
Feb 2, 2026 · 57:12
In this episode, dealer Scott Falcone breaks down the methodology behind his recent fixed ops success, sharing the structure, accountability, and operational discipline driving…
Jan 30, 2026 · 0:56
AI is being used to stop attacks and to launch them. Justin Shanken breaks down what this means for companies trying to stay protected in an AI-driven threat landscape. Watch the…
Jan 29, 2026 · 1:00
Getting spammed on LinkedIn? Justin Shanken shares a simple trick: using emojis in your name can disrupt AI formatting—making it easy to spot spam messages every time. Watch the…
Jan 28, 2026 · 0:55
Justin Shanken explains why negligence is becoming far less defensible and how manufacturers are shifting toward prevention and accountability to avoid future breaches. Watch the…
Jan 27, 2026 · 0:54
Justin Shanken explains how manufacturers are working to move away from claims of gross negligence and negligence related to security breaches and what that means for dealers and…
Jan 26, 2026 · 0:54
Justin Shanken closely monitors global security trends and explains why North Korea is becoming a growing concern in the cybersecurity landscape and what that means for…
Jan 23, 2026 · 0:42
One of the most common cybersecurity mistakes is clicking suspicious emails. Justin Shanken explains why you should never click questionable links and why going directly to the…
Jan 22, 2026 · 0:56
AI has changed cybersecurity completely. Small companies can no longer “fly under the radar.” With AI being used as a hacking tool, every business - regardless of size - is now a…
Jan 21, 2026 · 0:46
Mercedes-Benz is no longer making security recommendations. In 2026, they’re implementing a dealer security mandate. Watch the full episode: https://youtu.be/DsWyNfZA_-4 Global…
Jan 20, 2026 · 0:53
Mercedes-Benz has officially introduced a new security certification and audit mandate for its dealers and it could signal bigger changes ahead for the entire automotive…
Jan 19, 2026 · 50:48
Security is no longer optional, and in 2026, OEMs are making that clear. Former Counter-Intelligence Agent Justin Shaken, Chief Security Officer of the Security Division at…
Jan 16, 2026 · 0:57
There’s often a real reason behind poor performance. Douglas Cox shares how great leaders pause, dig deeper, and save the good ones before it’s too late. Watch the full episode:…
Jan 15, 2026 · 0:52
Good listeners rise the fastest. Hear the story of how one leader climbed the ranks by listening first and learning along the way. Watch the full episode:…
Jan 14, 2026 · 0:44
The amount of pressure you can handle will directly affect how far you'll rise. The highest leaders have the ability to handle high pressure. Watch the full episode:…
Jan 13, 2026 · 0:30
Good things happen when you take the leap, even if you don’t feel qualified. Growth requires courage, not perfection. Have the fortitude to take the next step. Watch the full…
Jan 12, 2026 · 0:57
The grass isn’t greener on the other side, you just stopped watering yours. Don’t get distracted from improving yourself every day. Growth happens when you stay put and do the…
Jan 9, 2026 · 0:54
There’s a difference between a well and a cistern. People are drawn to wells: fresh, flowing, life-giving. Real happiness comes from pouring into others. You always get what you…
Jan 8, 2026 · 0:46
Even the best product fails in a bad culture. Douglas Cox breaks down his definition of culture and why it’s the foundation for everything you sell. Watch the full episode:…
Jan 7, 2026 · 0:47
Douglas Cox explains why honesty and vulnerability aren’t weaknesses, they’re strengths. The leaders who are willing to be real build stronger trust and better teams. Watch the…
Jan 6, 2026 · 0:59
Douglas Cox breaks down how to strengthen your road to the sale without reinventing the wheel. It’s about refining what already works inside your store to drive better results.…
Jan 5, 2026 · 58:05
Douglas Cox, founder of M2L Consulting, joins us for a powerful conversation on what real leadership looks like in today’s automotive world and far beyond it. From his early days…
Jan 2, 2026 · 0:51
From not even knowing what “fixed operations” meant to building a circle of friends who feel like family, Charity found sisterhood, community, and lifelong relationships in the…
Jan 1, 2026 · 0:40
Automotive supports millions of people and makes up 4% (or more) of the GDP. It’s one of the few industries that welcomes everyone, no matter their past. Criminal history,…
Dec 31, 2025 · 0:45
We’re so fortunate to talk with incredible guests who open up about the hardest things they’ve faced in their careers. Sharing isn’t easy. We’re grateful for every moment of…
Dec 30, 2025 · 1:00
Want to CRUSH your sales goals in 2026? Follow WTF?! and the other shows we participate in. Our shows dive deep into sales strategies, growth lessons, and real conversations that…
Dec 29, 2025 · 0:55
Russell B. Hill has an incredible, inspirational story and we’ve spent the last few years putting it into a memoir. We plan to publish it in 2026! Global Dealer Solutions offers…
Dec 26, 2025 · 0:33
Big year. Big problems. But automotive? Unshakable. No matter what happens: tariffs, outages, politics, people still buy cars and dealerships still services them. Global Dealer…
Dec 25, 2025 · 0:53
AI made up a fact that Russell was a murderer. Seriously. He corrected it, but let this be your reminder: AI can hallucinate big time. Global Dealer Solutions offers a network of…
Dec 24, 2025 · 0:42
AI can sound very confident and still be wrong. Use it as an assistant that you're onboarding, not a final solution. Always double check the facts before you act on them. Global…
Dec 23, 2025 · 0:59
AI is powerful, but it’s not perfect. Don’t treat every output as absolute truth. Do your research, stay curious, and remember: there are no real AI experts yet, especially AI…
Dec 22, 2025 · 55:08
2025 is nearly over, and that means the WTF?! Christmas Special is here! We want to say thank you to our community, our loyal audience, and everyone who has shared this journey…
Dec 18, 2025 · 0:23
Scott Armstrong doesn’t earn a dollar unless he saves you money or brings new revenue into your dealership. His approach is simple: real partnership over transactional vendor…
Dec 17, 2025 · 0:45
Loyalty reward programs in automotive are overdue for modernization. Drawing from his experience in the fuel industry, a space that perfected customer loyalty, Scott Armstrong…
Dec 16, 2025 · 0:58
The volatility of cryptocurrency can make dealers hesitant to accept it as payment. Scott Armstrong breaks down how to remove the fear, reduce the risk, and safely integrate…
Dec 15, 2025 · 0:40
Surcharges, upsells, debit card fees - processors love them, but they rarely benefit the dealership or the customer. Scott Armstrong breaks down why these fees are pushed so hard…
Dec 12, 2025 · 0:30
Nickel-and-dime upsells are costing you trust and revenue. Scott Armstrong breaks down how to NOT rub your customers the wrong way! Global Dealer Solutions offers a network of…
Dec 11, 2025 · 0:45
Carvana and Amazon mastered one-click buying and the auto industry is next. Scott Armstrong explains what this shift means for dealers. Global Dealer Solutions offers a network…
Dec 10, 2025 · 0:48
High surcharges can push customers away fast. Scott Armstrong explains why today’s choices might come back to haunt dealerships in five years. Global Dealer Solutions offers a…
Dec 9, 2025 · 0:59
Scott Armstrong explains the actual mechanisms processors use to "lower your costs" and why it's ultimately terrible for building lasting relationships with clients. Global…
Dec 8, 2025 · 58:40
Think you understand payment processing? Think again. In this episode, Russell and Charity get a full education from Scott Armstrong - Co-Founder of DealerCharge - who’s on a…
Dec 4, 2025 · 0:59
Tony Thorstad shares a bit about the cars he drives, including his bZ4X electric - and he loves it! Global Dealer Solutions offers a network of high-performance providers while…
Dec 3, 2025 · 0:55
Tony Thorstad puts politics aside to break down whether EVs will actually hurt the car business or open new opportunities for dealers who adapt. Global Dealer Solutions offers a…
Dec 2, 2025 · 1:00
Tony Thorstad shares one of his biggest failures: supporting 60+ nonprofits at once and losing the depth of connection that truly mattered. His lesson? Fewer relationships,…
Dec 1, 2025 · 0:57
Tony Thorstad explains why email marketing and direct mail are far from dead and why his customers still expect them alongside newer digital tactics. Global Dealer Solutions…
Nov 28, 2025 · 1:01
Tony Thorstad went from one full-time job to two, until he cut the waste and focused only on the work he loves. Here’s the mindset shift that changed everything. Global Dealer…
Nov 27, 2025 · 0:56
Tony Thorstad cut $20K per month in ad spend by shifting away from Google Ads and doubling down on SEO. Here’s how he did it. Global Dealer Solutions offers a network of…
Nov 26, 2025 · 0:44
Tony Thorstad reveals how simple word-of-mouth momentum and the Dare to Compare strategy helped make it happen. Global Dealer Solutions offers a network of high-performance…
Nov 25, 2025 · 0:28
Tony Thorstad breaks down how a properly documented merchandising process allows anyone on the team to step in and execute it. When the steps are clear, the work becomes…
Nov 24, 2025 · 58:21
Tony Thorstad is the marketing guru at Smart Motors Toyota, and in this episode of What the Fixed Ops?!, he shares how he navigates the unique challenges of automotive marketing…
Nov 20, 2025 · 0:59
Adam Marburger shares the story of when he was robbed of $100K and how it transformed the way he does business. Sometimes the hardest lessons lead to the biggest growth. Learn…
Nov 19, 2025 · 0:59
Adam Marburger shares what it really takes to build grit. Something bad is always going to happen, with your kids, your career, or your health. To truly build grit, you need…
Nov 19, 2025 · 0:59
Adam Marburger shares why the best salespeople aren't afraid to hear "NO." Learn how mastering rejection, staying patient, and thinking on your feet can take your sales game to…
Nov 18, 2025 · 0:53
Playing the victim keeps you stuck. Adam Marburger shares why forgiveness, of others and of yourself, is the key to breaking free from the victim mindset. You can’t grow if…
Nov 14, 2025 · 0:46
Adam Marburger shares how a single unpaid social media post brought in more applicants than Indeed. With a 74% recruiting return rate, social recruiting is changing the game.…
Nov 13, 2025 · 0:48
F&I professionals are missing a ton of opportunity in the service department. Learn how to unlock retention and revenue post-sale with Adam Marburger. Global Dealer Solutions…
Nov 12, 2025 · 1:00
Forget knocking on doors. The best leads today are finding you on social. Learn how LinkedIn and Facebook generate a different kind of opportunity, if you show up the right way.…
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