What the Fixed Ops?! (WTF?!)

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 program, for a wide-ranging conversation about the rapidly changing automotive repair industry and what franchise dealerships can learn from successful independent repair shops.

With 28 years of automotive experience, Matt shares lessons he's learned from working across the industry, from the importance of lifelong learning and mentorship to the growing role of technology, training, partnerships, and customer relationships.

The conversation explores why independent repair shops often have an advantage when it comes to customer loyalty, how dealerships can move from a transactional mindset to a relationship-driven approach, and why the customer who comes in for service today could be the person buying their next vehicle tomorrow.

We talk about:
What dealerships can learn from successful independent repair shops
Why customer loyalty starts with relationships and trust
The difference between transactional and relational customer service
Why dealerships need to think beyond the warranty period
How communication can transform the customer experience
Why convenience has become critical in automotive service
How dealerships can compete without simply competing on price
The importance of price transparency and accurate estimates
Why recommendations are better than "upselling"
How to turn a service customer into a customer for life

Matt also discusses NAPA Auto Care's approach to building consistency across a network of independently owned businesses without taking away their individual identities. He explains how partnerships, technology, training, and shared resources can help independent shops deliver a consistent customer experience while maintaining the personal relationships that make them successful.

Whether you're a dealer principal, fixed ops director, service manager, service advisor, independent shop owner, technician, or automotive leader, this episode offers valuable insight into the future of automotive repair—and why technology alone won't create loyal customers. Relationships, trust, communication, and taking care of people still matter most.

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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

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 about the future of artificial intelligence in automotive fixed operations and why the biggest opportunity isn't replacing people—it's developing better leaders.

Michael explains why AI should be viewed as a leadership tool rather than a staffing solution. While many dealerships focus on automation and efficiency, Michael argues that AI's greatest value lies in helping service managers spend less time buried in reports and more time coaching advisors, developing teams, and improving the customer experience.

The conversation explores how AI can eliminate "data fog," provide actionable insights, and help new managers make decisions with the confidence of seasoned industry veterans. Michael also discusses why leadership—not labor rate—is the true driver of profitability, how dealerships can improve customer retention through better communication, and why consistent coaching is still the foundation of every successful service department.

We talk about:
Why AI won't replace great service managers
Using AI to coach instead of simply manage
How dealerships can eliminate "data fog"
Developing stronger leaders through actionable insights
Why customer communication is still the biggest competitive advantage
The difference between managers and true leaders
How AI improves accountability without creating confrontation
Why employee development drives profitability
Building stronger advisor coaching processes
The future of AI in fixed operations and dealership leadership

Michael also shares practical strategies for improving service advisor performance, increasing effective labor rate, reducing employee turnover, and creating dealership cultures where both employees and customers thrive.

Whether you're a dealer principal, fixed ops director, service manager, advisor, or automotive leader, this episode delivers practical insights on leveraging AI to strengthen leadership, improve operational performance, and create a better customer experience.

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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

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 Positivity, and author of Step Zero, for an inspiring conversation about leadership, personal growth, accountability, and the mindset that separates great leaders from everyone else.

David shares his incredible journey from addiction, homelessness, and recovery to becoming one of the automotive industry's most respected leadership coaches. He explains why lasting success doesn't begin with better processes or new technology—it starts with what happens before every decision: your mindset, your energy, your attitude, and your approach. Drawing from nearly four decades of personal growth and leadership experience, David reveals why "Step Zero" is the foundation for every successful leader.

The conversation explores the importance of personal responsibility, self-awareness, positive influence, and building a culture where people thrive. David also shares the powerful life experiences that inspired Step Zero, the lessons he's learned coaching dealerships across the country, and why leadership is ultimately about helping others become the best version of themselves.

We talk about:
Why leadership starts before any process or strategy
The meaning behind "Step Zero"
Why your mindset determines your results
How to own your energy, attitude, and approach
The power of accountability and self-awareness
Why leaders must work on themselves first
How recovery shaped David's leadership philosophy
Building positive dealership cultures that last
Why serving others creates lasting success
Daily habits that help great leaders reset and grow

David also shares practical insights on developing stronger leaders, creating high-performing teams, building meaningful relationships, and why true leadership begins when you take responsibility for the person in the mirror.

This is an inspiring conversation about leadership, personal transformation, dealership culture, accountability, mindset, and becoming the kind of leader people genuinely want to follow.

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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 #fixedops #leadership #dealershipleadership #personaldevelopment #dealershipculture #accountability #growthmindset #automotiveindustry

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 conversation about dealership leadership, fixed operations, mobile service, customer retention, and why the future of automotive service is happening outside the four walls of the dealership.

Drawing on decades of experience working his way from service advisor to general manager, Nolan shares how process, accountability, and people-first leadership have shaped his career. He explains why the best leaders create systems that empower their teams, why dealership culture starts with leadership, and how treating employees like family ultimately creates a better customer experience.

The conversation also dives deep into one of the fastest-growing opportunities in fixed operations—mobile service. Nolan explains why many dealerships mistakenly believe mobile service doesn't "pencil," how it creates new revenue streams through retail and commercial fleet customers, and why convenience is quickly becoming the biggest competitive advantage in automotive service.

We talk about:
• Why leadership is different from management
• Building a process-driven culture that creates accountability
• Why employees come before customers
• The biggest financial opportunities dealers overlook
• How mobile service is transforming fixed operations
• Why pickup and delivery increases customer retention
• Growing commercial fleet business through mobile service
• Why convenience is becoming the future of dealership service
• The importance of vendor partnerships over vendor relationships
• Lessons learned from ASOTU CON and the Year of the Human

Nolan also shares practical advice for dealerships looking to launch mobile service, improve technician productivity, strengthen dealership culture, and build long-term customer loyalty through better leadership and operational discipline.

His message is clear: the dealerships that win tomorrow won't simply have better technology—they'll have stronger leaders, better processes, and a relentless commitment to creating convenient, relationship-driven experiences for both employees and customers.

This is a must-listen conversation about dealership leadership, mobile service, fixed operations, customer retention, fleet service, accountability, dealership culture, and the future of automotive retail.

BE THE FIRST TO KNOW. LIKE and FOLLOW HERE
www.linkedin.com/company/fixed-ops-marketing
https://www.youtube.com/@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 #fixedops #mobileservice #dealershipservice #leadership #dealershipmanagement #customerexperience #fleetservice #automotive

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 about service department optimization, predictive analytics, artificial intelligence, dealership operations, and the human side of leadership.

David shares his unconventional journey from academia and applied mathematics to airlines, healthcare, and ultimately automotive retail. Drawing on years of experience helping organizations optimize complex scheduling and capacity challenges, he explains why dealership service departments continue to struggle with bottlenecks, long wait times, unpredictable workloads, and missed revenue opportunities.

The conversation also takes a deeper turn as David shares his personal battle with cancer and how facing mortality transformed his perspective on leadership, purpose, family, and business. His story offers a powerful reminder that success is ultimately measured by impact, relationships, and the people we serve.

We talk about:
Why dealership service departments struggle with scheduling
The hidden revenue lost through operational bottlenecks
What automotive can learn from healthcare and airlines
How predictive analytics improves service department efficiency
Why customer wait times remain a major challenge
The difference between AI hype and real-world applications
What cancer taught David about purpose and perspective
Why the human element remains critical in an AI-driven future

David also shares valuable insights on technician productivity, customer retention, operational efficiency, dealership culture, and why technology should empower people—not replace them.

His message is clear: the future of fixed operations isn't about replacing human expertise with AI. It's about using data, analytics, and intelligent tools to help service teams work smarter, deliver better customer experiences, and create more productive and profitable operations.

This is an insightful conversation about dealership service operations, artificial intelligence, predictive analytics, leadership, customer experience, and the personal journeys that shape great leaders.

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 #fixedops #dealershipservice #artificialintelligence #predictiveanalytics #serviceoperations #fixedoperations #dealershipmanagement #leadership