(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
