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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, Business News, Leisure, News Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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Turning Recalls into Customer Loyalty with Erica Bruno-Martin
Monday, 26 October, 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 dealershipsHow dealerships can build lifelong customer relationships and improve retentionWhy customer retention begins with dealership branding and the first impressionTurning vehicle recalls into customer service and loyalty opportunitiesHow recall management can help dealerships earn trust and bring customers backErica 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 HERELinkedIn: https://www.linkedin.com/company/fixed-ops-marketing/?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=wtfYouTube: https://www.youtube.com/@fixedopsmarketing?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=wtfGet watch and listen links, full episodes, and Shorts:https://www.fixedopsmarketing.com/wtf/?utm_source=wtf&utm_medium=wtf&utm_campaign=wtfsocial&utm_id=wtfJoin 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
