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What the Fixed Ops?! (WTF?!)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... Author: Russell Hill, Charity Dunning
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. Language: en Genres: Automotive, Leisure Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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Busting Car Myths, One Ride at a Time with Tim Pohanka
Monday, 27 April, 2026
(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 DetourWhy storytelling is transforming dealership marketingHow fixed ops drives consistent, scalable profitabilityThe biggest mistakes service departments make todayWhy over-quoting repairs kills customer trust and revenueHow proper pricing strategy increases repair order acceptanceThe importance of educating—not selling—your customersWhy video MPI and transparency are game changersHow AI can improve communication and service conversionsThe truth about appointments vs. walk-in service modelsWhat it takes to build a multi-generational dealership legacyTim 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 HEREwww.linkedin.com/company/fixed-ops-marketinghttps://www.youtube.com/channel/@fixedopsmarketingGet watch and listen links, as well as full episodes and shorts:www.fixedopsmarketing.com/wtfJoin 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
