Leadership in the Dealership

Most dealerships are already using AI in their CRM.But they’re using it to do more of the same thing, faster.More follow-ups. More templates. More “just checking in” emails. And customers can tell.In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer break down where AI follow-up goes wrong and how dealers are actually using it to improve communication, not just automate it.They get into:• Why most CRM emails feel generic• How to use AI without sounding like AI• The “be me, but better” approach to communication• Where automation helps and where it hurts• How AI can improve speed without killing authenticity• How it’s changing F&I, lending and approvals“If you’re not contacting them well, they’re not telling their friends about you.” This isn’t about using more AI.It’s about using it where it actually works. Stop being "that guy" at the airport talking to his phone like a crazy person and start winning at the dealership. Here is how to use the "AI touch" to get them in the door without sounding like a robot.

The trade-in process is slowing deals down and costing dealerships opportunities they should be closing.This episode breaks down the math, the friction and what dealers can do to improve the process. Phillip Greer and Danielle Mills Walden unpack why trade-ins have become one of the most challenging parts of the modern car deal and how dealerships can approach them differently.In this episode:• The impact of negative equity and how it shows up in today’s deals• How instant appraisal models are reshaping customer expectations• The cost of longer deal times and what it means for the customer experience• Why incremental improvements can drive better results• Why experience matters more than ever in the dealership processConnect:Website: www.leadershipinthedealership.aiLinkedIn: Danielle Mills WaldenLinkedIn: Phillip Greer#dealership #automotive #autoretail #cardealer This podcast is powered by Upstart.

Ten years ago, buying a car meant paper, fax machines and waiting around the dealership. Today, customers are doing most of the process before they even walk in. So why are some dealers still operating the same way? In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer break down how the dealership experience has changed and where some stores are falling behind.They get into:• Why customers are coming in more informed than ever• The gap between old-school processes and modern expectations• What happens when dealers resist new tools and technology• Why transparency and communication matter more than ever• How AI, CRM and digital retail are reshaping the sales process• The real reason some dealerships are winning more deals todayThis is not about replacing the salesperson. It is about evolving the process. If your dealership is still relying on the same playbook from years ago, this conversation will hit home.

Are EVs ready for the real world? That depends on who you ask.In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer get into what EV adoption actually looks like from a dealership perspective. Not the headlines, not the hype. What happens when these vehicles hit your lot, your service lane and your customers.They talk through the real questions that keep coming up:• What happens to the battery over time, and why warranties matter more than ever• Why servicing an EV is not the same as servicing a gas engine• The gap between EV demand and service infrastructure• How connected vehicles change the conversation around data and security• Why some customers are all in on self-driving and others are not even close• What platform sharing between OEMs really means behind the scenesThere is a lot of excitement around EVs. There are also real operational challenges that dealers are working through every day.  If EVs are part of your future, this is not a conversation you can sit out.Subscribe for more conversations that help you run a smarter dealership.leadershipinthedealership.ai

When money gets tight, consumers are making different choices than many dealers expect.In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer sit down with Charles Rowe from FICO to unpack how payment behavior is shifting and what that means at the desk. The data shows a surprising trend: auto loans are often prioritized over mortgages. That shift changes how lenders assess risk and how dealers should structure deals.In this conversation, they break down:• Why the payment hierarchy has shifted• How student loan delinquencies are influencing credit profiles• What hidden prime buyers look like• Why declines are not always about score• How F&I managers can use this insight to structure smarter deals This episode is about more than data.It is about understanding how buyers actually behave and how that behavior should inform your lending strategy. If you want to lead your dealership with better credit insight and better structure decisions, this one matters. Subscribe for more conversations that move the industry forward.

NADA 2026 was not subtle.From the F1-themed opening night in Las Vegas to packed halls and nonstop energy, this show felt different from the moment we walked in.In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer break down their experience on the ground. For Phillip, it was his first NADA. For Danielle, it was a return to Vegas at full capacity. For both, it was clear the industry showed up ready to talk about what is really happening.We recap:• Why the F1 opening set the tone for the entire week• What stood out at the Women in Automotive Retail event, especially the conversation around trust• How AI moved from buzzword to real strategy discussion• Dealer reactions to OEM pivots, including EV direction and product shifts• The networking moments that mattered just as much as the boothsWhat surprised us most? Dealers were not just talking about dealership problems. They were talking about the real world, buyer behavior and how those shifts are influencing every deal.Whether you were in Las Vegas or watching from afar, this episode captures what it felt like to be there and what dealers should be thinking about next.Stay tuned. More conversations from the floor are coming.

Today’s car buyer isn’t asking what their credit score is. They already know it, and that is changing how deals get done.In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer are joined by Charles Rowe, director of auto sales and client success at FICO, to unpack new data on how younger buyers are engaging with credit and what that means inside the dealership.The conversation explores why many buyers understand their score but not the structure behind the deal, how student loan delinquencies are reshaping credit profiles, and what really drives approvals, payments and affordability. Charles explains how that disconnect shows up at the desk and in the finance office.Most importantly, they focus on the opportunity for dealers. When teams understand credit behavior and can explain it clearly, deals move more smoothly, trust builds faster and more buyers can get into the right vehicle without unnecessary friction.

Amazon Autos is no longer just an idea. Its beta version is live, expanding and already changing how people think about buying cars online.In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer break down what Amazon Autos really means for dealers, using Ford’s certified pre-owned partnership as a real-world example of a much larger shift. This conversation is not about one brand. It is about how large digital marketplaces are changing vehicle discovery, buyer expectations and the path to purchase.Danielle and Phillip explain why this model does not remove dealers from the process, how CPO inventory fits naturally into Amazon’s ecosystem and what dealers should be thinking about now when it comes to listings, photos, reviews, digital retail and readiness for nationwide exposure. They also discuss how Amazon’s buying experience is shaping expectations around speed, transparency and convenience.The episode then shifts to another major issue impacting the industry: recalls. With millions of vehicles still on the road with open recalls, Danielle and Phillip walk through the operational, safety and trust implications for dealers, service departments, rental fleets and customers. They share real-world experiences and explain why clearer communication and stronger processes matter more than ever.Whether you are a dealer principal, general manager, used car manager or industry professional, this episode offers grounded insight into where digital car buying is headed and how to prepare without chasing hype or fear.Listen, subscribe and share with someone in your dealership who needs to hear this.

Gen Z car buyers are changing the rules, and most dealerships are not ready. In this episode, Danielle Mills Walden and Phillip Greer break down how Gen Z shops, why they reject old-school sales tactics and what dealers must do to earn their trust quickly.If you want to understand the psychology of Gen Z buyers and how to adapt your sales process before you lose them, this conversation is your playbook. Danielle and Phillip unpack the real behaviors they are seeing on the showroom floor, including phone-first communication, one-click buying expectations, low tolerance for friction and the rise of salespeople who mirror a customer’s energy to close deals more naturally.We also explore how millennials and boomers fit into this shift and why a blended generational strategy is now essential for dealership culture, staffing and the overall customer experience. From pairing the right salesperson with the right buyer to rethinking the traditional “next up” system and building a customer journey that moves as quickly as TikTok, this episode highlights what top-performing stores are already doing.Do not risk losing future customers to outdated processes. Learn how to adapt now and win the next generation of buyers.

Predictions for the car industry in 2026 are already shaping how dealers plan their next moves. In this episode of Leadership in the Dealership, hosts Danielle Mills Walden and Phillip Greer break down what’s coming for the automotive market. From changing consumer behavior and electric-vehicle growth to dealership tech and market consolidation. Whether you’re a GM, sales manager, or independent dealer, this episode gives you the foresight to make smarter decisions before 2026 hits. Learn how top operators are preparing for inventory shifts, digital transformation, and new profit models. Stay ahead of the curve and future-proof your business, because 2026 will reward the ones who plan now.

Want to learn how to sell millions of dollars in cars using just your phone? In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer sit down with Evan Driscoll, Used Car Manager at Audi Jacksonville, to dive deep into automotive social media strategy that actually works. Evan has sold millions of dollars worth of cars on social media and he gives us his tricks and tips to go viral. Whether you're a dealer, GM, or new salesperson, this episode reveals real-world tactics that are driving massive ROI with free social media posts.Don’t risk being the last one in your market to go digital. Learn how to turn likes into leads (and leads into deals) starting today.

Car loans are getting longer, but what is really driving the trend?In this episode of Leadership in the Dealership, hosts Danielle Mills Walden and Phillip Greer talk with Evan Driscoll, used car manager at Audi Jacksonville, about how rising rates, negative equity and AI-driven financing are reshaping the auto market.Evan shares what is happening on the dealership floor, from how teams use data to help buyers make smarter decisions to why 84-month terms are becoming the new norm and how younger buyers are pushing for more transparency than ever.Whether you are in the business of selling, buying or just keeping up with auto industry shifts, this conversation offers insights to help you stay ahead of the curve.

In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer unpack what happens when automotive dreams turn into customer service nightmares. From the absurd reality of one tool in the entire country being able to fix a faulty EV battery, to a seven-person family given a Kia Soul as a loaner, to Phillip’s own story of selling a $208,000 car that broke down just six miles after leaving the lot.This episode is packed with hard truths and human moments. They explore how owning mistakes, being transparent, and going above and beyond can turn even the angriest customers into loyal advocates.

In this episode of Leadership in the Dealership, hosts Danielle Mills Walden and Philip Greer pull back the curtain on one of the industry’s biggest misconceptions: where dealerships actually make their money.From the unsung powerhouse of the service department to the long game of customer loyalty that outlasts even brand preferences, Danielle and Philip break down five surprising truths that redefine the dealership experience.Through candid stories, real-world stats, and insider perspectives, they explore how trust, transparency, and timing have become the real drivers of success in today’s market. Whether you’re running a dealership or shopping for your next car, this episode will change the way you see the business behind the showroom floor.

In this episode of Leadership in the Dealership, hosts Danielle Mills Walden and Phillip Greer dive into the hot topic of rising dealer fees, sparked by California’s proposed increase from $85 to $500. They explore how this change compares to fees in other states, why the fees exist in the first place, and what they actually cover. Danielle shares insights from her time living in California, while Phillip breaks down the hidden costs and labor involved in processing vehicle sales. Together, they highlight the importance of transparency, regulatory impacts, and how technological advancements like e-titling could shape the future of dealership operations. Whether you’re in the car business or a curious consumer, this conversation sheds light on what you're really paying for.

From jaw-dropping showroom floor moments to the most talked-about panels, Danielle Mills Walden and Phillip Greer deliver the ultimate recap of NAMAD 2025. This year’s convention broke records in Las Vegas with more than 1,200 attendees and every major OEM in the room. Toyota alone sent 53 leaders. But it was not just about the numbers. Conversations went deeper, from inventory shortages to tech adoption to making sure minority dealers have a true seat at the table.NAMAD proved it is no longer a niche event. It is shaping the future of the auto industry.Whether you were in the room or following from afar, this recap puts you at the center of the action and delivers the insights that matter most for your dealership’s future.

In this episode of Leadership in the Dealership, host Phillip Greer sits down with John Foley to explore how John launched Recharged, an electric vehicle dealership redefining what it means to serve today’s EV buyer. With over 25 years of experience in automotive retail, John shares why he left traditional car sales, how he built a brand people will travel across the country to work with, and what every dealer needs to know about sourcing, selling, and servicing used EVs. They also dive into the realities of battery health, EV tax credits, social media strategy, and how authenticity wins in the modern dealership. If you're curious about the future of used EV sales or how to build a standout brand in a shifting market, this episode is a must-listen.

In this episode of Leadership in the Dealership, hosts Danielle and Phillip dive into the rapidly changing landscape of the EV tax credit. With the credit now set to expire on September 30, 2025 (seven years earlier than expected), they unpack what this means for buyers, dealerships, and manufacturers. From used vehicle eligibility and battery constraints to the rise of leasing and potential pricing shifts post-expiration, Danielle and Phillip cover the implications from every angle.Tune in for insights, strategy, and a look ahead at how dealers and consumers can adapt to the evolving EV market.

In this episode, Danielle Mills Walden sits down with Paul Machin to dive deep into the realities facing the auto industry in 2025. They break down why affordable used cars are disappearing from the market, how repossessions are quietly reshaping dealer inventory, and why dealerships need to adapt in order to compete.Paul shares insights from decades of industry disruption, including how lenders, dealers, and consumers can all win when they embrace new inventory strategies. Danielle and Paul also explore the impact of tariffs, the rise in negative equity, and the surprising power of TikTok in moving hard-to-sell cars. This conversation is packed with data, practical takeaways, and forward-looking strategies every dealer needs to hear.

In this episode of Leadership in the Dealership, hosts Danielle Mills Walden and Phillip Greer tackle the top seven most searched questions about buying used cars, according to AI. From negotiating the best deal and understanding dealer fees, to deciding on extended warranties and decoding trade-in values, they break down the nuances of the used car buying process. They also explore how online platforms like Carvana are reshaping the traditional dealership landscape. If you're curious about the economics behind used car pricing or where dealerships really get their inventory, this episode delivers clarity and expert insights.

In this episode of Leadership in the Dealership, hosts Danielle Mills Walden and Phillip Greer dive deep into the Carvana effect. From Danielle’s own “traitor” confession of buying her car online to Phillip’s showdown with a dealership over a trade-in, they break down what makes Carvana so appealing, and what traditional dealers can learn from it. They cover speed, transparency, emotion, and how dealers can compete in a frictionless, digital-first world. This is a candid, insight-packed conversation you don’t want to miss.

In this episode of Leadership in the Dealership, co-hosts Danielle Mills Walden and Phillip Greer dive into the messy, exciting, and sometimes dangerous world of electric vehicles. From wild rental car stories and range anxiety to $111,000 Rivians and self-driving tech that almost didn’t stop at a red light, Danielle and Phillip share personal experiences and sharp commentary on the realities of the EV market. They explore whether EVs are truly sustainable, how government incentives work, and what car buyers and dealers need to know about battery safety, charging infrastructure, and evolving consumer expectations. Whether you're a skeptic, an enthusiast, or somewhere in between, this episode unpacks what the EV revolution really looks like on the ground.

In this episode of Leadership in the Dealership, co-hosts Danielle Mills Walden and Phillip Greer dive into everything you need to know about the upcoming NIADA Conference, one of the top annual events built specifically for independent dealers. They break down what makes this conference different, how to prepare with intention and what to prioritize to get the most out of your time.Whether it's auditing your tech stack, targeting the right vendors, or using LinkedIn to build real connections before you arrive, this conversation is full of actionable ideas that help you walk in ready.They also unpack why Upstart is uniquely positioned to support indie dealers and what to expect when you stop by the booth.Links:NIADA Conference InfoConnect with Danielle on LinkedInConnect with Phillip on LinkedIn Upstart Auto Retail

Monthly payments are soaring. Interest rates are climbing. And approval rates? Dropping fast. In this episode of Leadership in the Dealership, co-hosts Danielle Mills Walden and Phillip Greer unpack what today’s affordability crunch means for both car buyers and dealers, and why transparency is the most undervalued tool in a dealership’s arsenal.You’ll hear:A hilarious Ferrari mishap from Phillip’s early days on the lotThe psychology behind buyer mistrust—and how to reverse itWhy digital tools like online pre-approvals and transparent financing calculators are non-negotiableThe real reason some customers follow a salesperson across brandsIf you’ve ever wondered where the car buying experience breaks down (and how to rebuild it), this one’s for you.

What if the key to dealership success isn’t just about managing the team, but about unlocking the power of leadership?In this episode, Danielle sits down with Glenn Lundy to explore the leadership strategies that are transforming the automotive industry. We’ll dive into his powerful LEADD framework—Listen, Encourage, Advise, Develop, Daily—and how it’s helping dealerships grow through people-first leadership. From overcoming personal struggles to building a thriving leadership legacy, Glenn shares his journey and insights on how empowering your team can drive real success.Key discussion points:Glenn’s LEADD framework for dealership growthHow to build a people-first culture that drives successThe importance of transparency and trust in leadershipGlenn’s ambitious goals for the future of automotive leadership

The car business is evolving fast with AI leading the charge. While some dealers hesitate, others use automation to streamline operations, enhance sales, and boost revenue. Where should dealers start?In this episode, Zach Hendrix, Co-Founder at Bolderstream, reveals why AI is a survival tool for tomorrow’s dealerships. Zach shares how forward-thinking dealers are gaining a competitive edge by leveraging data like never before. He also predicts the biggest shakeups in 2025, including the rise of dealership-built tech and the death of micro SaaS.Join us as we discuss:Why dealers hesitate to adopt AI and automationHow data is the new oil—but only if it’s refined and structuredThe biggest untapped opportunity for dealerships in 2025How dealers can take ownership of their tech instead of relying on third-party providers

What if the key to selling more cars isn’t just about the deal, but understanding the mind of the driver behind the wheel?In this episode of Leadership in the Dealership, we dive into the psychology of car buying. We’ll uncover the mental factors, emotional triggers, and subconscious biases that shape how consumers make their car purchase decisions. We’ll talk about the emotional connections that drive choices, the power of brand loyalty, and how past experiences impact our buying behavior. Plus, we’ll explore how dealerships can tap into these psychological insights to build stronger, more personal relationships with customers.Key discussion points:The emotional triggers that influence car buyersThe role of brand loyalty in the decision-making processBuilding trust through transparencyWhy convenience and personalization matter more than everHow psychology can turn casual shoppers into loyal clients

Hosted by Upstart’s Keishawn Batts and Danielle Mills Walden, this episode of Leadership in the Dealership takes a deep dive into the newly implemented 25% tariff on imported cars and auto parts, effective April 3rd, 2025. With this significant policy shift, dealerships are facing new challenges—and opportunities—to adapt to the evolving automotive landscape.Today, we explore the immediate impact on car prices, inventory, and customer confidence, as well as the varied responses from OEMs like Infiniti and BMW. We also discuss how dealerships saw record-breaking sales in March in anticipation of the tariff and speculate on shifts toward the used car market.Key discussion points:How the 25% tariff will affect dealership pricing, inventory, and customer confidenceOEM reactions: production halts vs. cost absorption strategiesHow dealerships can stay agile and resilient in the face of new challengesAdvice for consumers: what to research before making significant purchases

Hosted by Upstart’s Keishawn Batts and Danielle Mills Walden alongside Don Richards-Boeff, this episode of Leadership in the Dealership dives into the challenge (and opportunity) of attracting and selling to Gen Z car buyers. With their unique shopping habits, digital-first mindset, and shorter attention spans, dealerships need fresh strategies to engage this emerging customer base.Today, we debate whether social media marketing actually moves metal, explore innovative dealership branding techniques, and challenge traditional sales methods to meet Gen Z where they’re at. Key discussion points:How dealerships can leverage social media (and whether it actually sells cars)The power of influencers vs. grassroots dealership marketingVideo marketing strategies that grab attention and build trustThe ROI of social media ads—tracking leads and measuring successThe future of car buying: seamless, digital, and Gen Z-approved

Is AI a true game-changer for dealerships, or just another buzzword? As artificial intelligence reshapes industries, automotive retail is no exception. But what does AI really mean for sales, service, and customer engagement at dealerships? In this episode of Leadership in the Dealership, we break down the impact of AI and separate fact from fiction.We explore how AI is enhancing — not replacing — dealership operations, making customer interactions more personalized, and streamlining processes without sacrificing control. From automating follow-ups to optimizing service retention, AI is already proving to be a powerful tool (but only when used strategically). Whether you’re an AI skeptic or an early adopter, this episode will give you the insights you need to stay ahead.Key discussion points:Automation vs. Personalization – How AI improves follow-ups without flooding customers with generic emails.The Fear Factor – Addressing dealer concerns about AI taking over jobs (and why it won’t).Customer Engagement – How AI is helping dealers bring more customers into the showroom and service drive.The Road Ahead – Where AI is heading in automotive retail and how dealers can implement it the right way.

Imagine a world where customers are willing to pay almost anything for a product they believe in. What if the key to unlocking that potential was simpler than you thought?The automotive industry may constantly change, but Niello proves that strong values and an employee-first culture lay the foundation for true success. In this episode, we explore how Niello has maintained a focus on both customers and employees while revolutionizing customer service and embracing the digital age with their online sales platform, Niello Go. From combating fraud to fostering community connections, Dennis shares how Niello’s unwavering commitment to excellence is reshaping the future of the auto industry.Join us as we discuss:How prioritizing employees drives exceptional customer experiences at Niello CompanyThe power of listening and personalized service, from 7-day returns to white-glove experiencesNiello’s proactive approach to embracing change, ensuring compliance, and combating fraud

NADA 2025 was packed with insights, big ideas, and industry-shaping trends. In this episode of Leadership in the Dealership, Keishawn and Danielle share their biggest takeaways (and most fun stories) from the event.They’ll also dive into the biggest dealer challenges they heard at NADA, debate whether a few industry trends are truly game-changing or just hype, and highlight the booths and brands that made the biggest impact.If you want to stay ahead, get fresh perspectives, and be part of the future of auto retail…this episode is for you.Subscribe to Leadership in the Dealership and join the conversation.

Are interest rate cuts a game-changer for car buyers? The Fed’s recent decisions have caught everyone’s attention, but are they really making vehicles more affordable? In this episode of Leadership in the Dealership, we dive into the ripple effects of these rate cuts and explore what they mean for both dealerships and consumers.We take a closer look at whether these rate changes are driving real savings or just creating a perception of affordability. Together, we discuss how dealerships can turn rate cuts into a marketing advantage, the growing opportunities in refinancing, and how life events often reshape buying habits. Whether you’re buying, leasing, or selling, we’ve got insights for you.Key discussion points:Perception vs. Reality: Why rate cuts don’t always mean lower car payments.Dealership Strategy: How we can use rate cuts to bring customers back to the table.Refinancing Trends: Why education and awareness is key to unlocking refinancing opportunities.Consumer Behavior: How life events often shift long-standing habits in car buying.Future Focus: The creative strategies dealerships and lenders are using to navigate affordability challenges.

2025 is shaping up to be a pivotal year for the automotive industry, and we’re diving into the trends that will impact dealerships the most. From tariffs and EV incentives to the rise of AI, we’re unpacking the key challenges and opportunities ahead.In this episode, we sit down to share our bold predictions for the year. Together, we explore how new tariffs might affect pricing, why EV adoption could stall without incentives, and how generative AI is poised to transform operations and elevate customer experiences. We also talk about strategies to address affordability concerns and why we’re calling 2025 the "Year of the Customer." Whether it’s meeting buyers online or providing exceptional in-store experiences, we’re here to help dealerships stay ahead in an evolving market.Key Discussion Points:How tariffs could raise costs for vehicles, parts, and servicing.The future of EV adoption and challenges with policy and infrastructure.How dealerships can leverage AI to enhance operations and customer engagement.Creative strategies to address affordability and attract buyers.Why 2025 will be all about prioritizing convenience and customer experience.

Last year was a wild ride for the auto industry, and in our first episode together in person, we’re breaking it all down. From outages to new trends in financing, and even Jaguar’s eyebrow-raising rebrand, we’re tackling the big stories that shaped 2024.In this episode, we’re diving into the challenges dealers faced and how they found creative ways to keep sales going despite obstacles like the CDK outage and tighter credit markets. We share personal stories, industry insights, and a few laughs along the way. Plus, we explore how AI is reshaping car financing, why some customers are still buying despite higher rates, and what’s next for automakers trying to stand out in a crowded market.What we cover:How dealers overcame the CDK outage and stayed resilient.The impact of rising rates and tighter credit on car buyers and dealerships.How AI-driven lending is changing the game for dealerships and consumers.What’s driving customers to buy cars now, even with economic uncertainty.Jaguar’s bold rebrand: love it or hate it, is it working?

How does a legacy dealership stay relevant in a rapidly evolving automotive world? Jenell Ross, President of Bob Ross Auto Group, shares her powerful story of resilience, innovation, and leadership in the face of industry challenges.In this episode, we dive deep with Janelle to uncover the secrets behind 50 years of success at her family-owned dealership. Topics include:The groundbreaking journey of Jenell’s father, the first African American Mercedes-Benz dealership owner in the world, and its influence on her leadership.How consumer behavior has shifted post-COVID and strategies to meet evolving demands.The importance of fostering inclusivity and mentorship in the automotive space.Jenell's thoughts on EV adoption, dealership technology advancements, and leveraging AI for success.

The auto financing landscape is evolving faster than ever—how can dealerships, lenders, and consumers adapt?In this episode we sit down with Sharla Godbehere, VP of Sales for Auto Lending at Equifax, to unpack the latest trends in the automotive financing world. Sharla shares insights into how post-pandemic consumers are changing their car-buying behaviors, the role of data in personalizing the customer journey, and the challenges of affordability amidst rising interest rates. She also dives into the growing issue of fraud in the industry and outlines collaborative strategies for mitigating risk while maintaining a frictionless customer experience. From actionable takeaways for dealerships to predictions for 2025, this episode is packed with value for anyone in auto sales, lending, or dealership leadership.Key Discussion PointsHow consumers are changing: Why today’s car buyers are more educated than ever and how dealerships are adapting to meet their expectations.Affordability concerns: The impact of rising interest rates, fluctuating vehicle prices, and the need for transparency in financing options.The power of data: How alternative data sources and personalization are reshaping risk assessment, marketing, and lending decisions.Combating fraud: Identifying and addressing issues like synthetic identities and credit washing, and the importance of collaboration between lenders and dealers.Looking ahead: Sharla’s hopes for the future of auto financing, including stronger dealer-lender partnerships and better consumer financial health.

Is your dealership prepared for the market’s next big shift? Join Danielle Mills Walden as she welcomes Paul Machin, U.S. and International Director of Strategic Accounts at Black Book, for a deep dive into the data-driven strategies shaping today's auto industry. From inventory shortages to the evolving demands of consumers impacted by credit constraints, Paul unpacks how Black Book’s insights help dealers and lenders make proactive decisions in a turbulent landscape. With expertise in managing inventory, pricing strategies, and navigating new economic pressures, Paul reveals how dealerships can stay competitive while meeting the changing needs of today’s car buyers.Key Discussion Points:The importance of independent data for unbiased valuations and competitive insightsStrategies for optimizing dealership inventory during supply chain disruptionsHow Black Book’s history-adjusted valuations are transforming risk assessmentAnticipating shifts in the market for both new and used vehicles in 2025The impact of credit shifts on consumer behavior and dealership financing options

Two of the auto industry’s largest conferences came and went this October – so what’s top of mind for dealers and lenders heading into 2025? In this episode, Keishawn discusses the major takeaways and synergies between dealers and lenders at both the Digital Dealer and Auto Finance Summit in Vegas. From advancements in digital dealership experiences to evolving dynamics in auto financing, he shares how the automotive landscape’s adaptation to new technology and shifting market demands is shaping an optimistic outlook for the year ahead.  Join us as we discuss:The current status and future outlook of electric vehicles.The resurgence of leasing and its implications for residual values and the used car market and how it will affect future car ownership and dealership strategies.How lenders are utilizing new data insights and open banking to refine their credit risk assessments in a fluctuating economic environment.

What does it take to turn a high school job cleaning cars into leading one of the largest auto groups in the U.S.? Sam D’arc, COO of Zeigler Auto Group, shares his personal journey and the company’s recipe for growth and success.The automotive industry is rapidly evolving, but one thing remains clear: the human element still reigns supreme.  In this episode, we explore the power of employee experience and why prioritizing people is key to delivering standout customer service. From Subaru's unique approach to their "Love Promise" to overcoming tech failures with a dedicated team, we break down how building a strong employee culture drives consistent success.In this episode:Why focusing on employee experience leads to better customer satisfactionInsights from Subaru’s distinct "Love Promise" and its impact on the workforceHow human connections remain essential, even as technology evolves

One of the biggest mistakes a dealership can make is viewing consumer preferences as disruptions—especially when it comes to digital retail.  This week, host Keishawn Batts speaks with Mike Anderson, President and CEO of The Rikess Group, about how dealerships of all sizes can seamlessly transition into a digitally enabled retail model. Mike reflects on his journey from managing a pair of small stores in western Massachusetts to becoming a paramount player in the automotive industry's digital transformation—and shares actionable insights while identifying universal challenges and obstacles.Discussed in this episode:The main fears that prevent dealerships from embracing digital salesHow to mitigate consumer risks in the car-buying process,The essentials of training and retaining a more tech-savvy dealership teamWhether it’s possible to balance consumer experience with dealer preferences

Some say that business is all about winners and losers, but others are imagining a world where everyone wins—from customers to employees to the company. In fact, the most forward-thinking auto dealers are not just imagining this world; they are creating it.In this week’s episode, host Don Richards-Boeff speaks with Liza Borches, President and CEO of Carter Myers Automotive, about innovative growth strategies for employee-owned dealerships and the importance of prioritizing people over profits. Liza shares CMA’s initiatives to improve gender diversity through training and mentorship programs, and how their unique recruitment approaches and commitment to company culture attract diverse talent and enhance customer experiences.Join us as we discuss:Achieving success in customer service through personalized and authentic experiencesThe benefits of an ESOP (Employee Stock Ownership Plan) in creating a stronger communityThe role of a community-focused social media presence in talent acquisitionPreparing for future industry trends, including EV legislation and changing consumer behavior

The best dealerships don’t aim to sell cars or provide services, but to create relationships with their customers built on trust and transparency. Once that relationship is built and cultivated, the customer will know exactly who to turn to when they’re ready to buy.This week, host Don Richards-Boeff speaks with Andrew DiFeo, Managing Partner at Hyundai of St. Augustine. Andrew's journey in the automotive industry runs deep, with family roots dating back to the late 1940s. As a third-generation auto dealer, Andrew brings a comprehensive understanding of the timeless qualities of top-tier dealerships—and he’s leveraged these insights to develop ambitious plans and innovative strategies for expanding dealerships of all sizes.Discussed in this episode:Why so many customers still prefer visiting dealerships in person despite remote selling optionsForming relationships with local vocational schools and dealers to attract a wider diversity of techniciansHow dealerships can differentiate themselves as lifestyle brands rather than transactional onesStrategies and tools for ensuring a fair, transparent, and efficient transaction process for customers

Success isn’t something that’s given—it’s something that’s achieved. But it’s usually achieved only after a series of failures and setbacks that, over time and with resilience, become just one chapter in a person’s success story.This week, host Don Richards-Boeff speaks with Ed Roberts, COO at Bozard Ford Lincoln, about the role of ambition, determination, and innovation in transformative growth and success. Ed shares his journey from homelessness to running a customer-centric powerhouse dealership, emphasizing the importance of hearing "Not yet" instead of "No when confronted with setbacks.Discussed in this episode: Strategies and principles for building and sustaining customer loyaltyWhy mobile service is increasingly vital when it comes to customer retentionThe challenges new managers face in dealerships—and how to overcome themWhat it means to hire for roles rather than hire for tasks

Every automotive tech breakthrough and market innovation brings a consequence that key players—from sales professionals to investors—must be aware of and consider in their decision-making. Steve Greenfield, General Partner at Automotive Ventures, shares his insights on the future of car sales, highlighting technological breakthroughs and investment opportunities in autonomous vehicles. With over 30 investments over 3.5 years, Steve brings a strong focus and expertise on solutions that enhance dealership profitability and efficiency, as well as overcoming challenges posed by the increasing complexity of the automotive industry.Discussed in this episode:How advanced driver-assistance systems (ADAs) impact vehicle safety and repair costs, and their implication on the future of vehicle insurance ratesLessons auto dealers can learn from Amazon's prioritization of convenienceWhether AI can transform the consumer buying experience and reduce friction in the automotive marketplaceBenefits and challenges legacy automakers face when considering “coopetition” with Chinese manufacturers to produce affordable EVs

When considering new processes, every auto sales leader should ask one question: Does this enable team members to do their best work and provide them with opportunities to effectively meet their customers' needs?This week, host Don Richards-Boeff speaks with Nathan Hollenbeck, VP of Marketing at Del Grande Dealer Group. Nathan lays out the transformative interplay between vision-driven and team-oriented leadership, a commitment to the customer’s experience, and the strategic implementation of sophisticated marketing strategies and technology. Nathan also weighs in on the recent CDK outage, highlighting its effects and the importance of resilience and technological agility.Discussed in this episode:Why marketplaces like AutoTrader and Cars.com should be viewed as both competitors and partners for auto dealersUsing marketing automation to improve the measurement of lead quality and engagementHow to mitigate the negative effects of reductions in marketing budgetsFostering a culture of growth and encouraging professional development among employees

The phrase “latest and greatest” is only accurate for so long when it comes to problem-solving in dealerships using new tech and strategies.This week, host Keishawn Batts speaks with Alex Balk, General Manager of North Orlando CARite, about overcoming challenges in the world of auto dealing. From addressing financing questions to adapting to car buying trends and shifting expectations, Alex brings a commitment to implementing new technologies and strategies within dealerships and a commitment to building a better buying experience for all.Join us as we discuss:Whether customers prefer online or in-person car purchasing experiencesEducating customers about financing optionsEffective inventory managementHow AI lending can enable more sellable deals

As auto technology evolves, so do the expectations of the auto consumer—and for auto dealers looking to stay current, stagnancy is not an option.This week, host Keishawn Batts speaks with Amira Aly, Founder of VoltAlytics. Amira shares her thoughts on what it means to truly rise to the challenge of meeting the ever-changing needs of the modern auto consumer—which is best epitomized by the rise of electric vehicles (EVs). From the shift in vehicle ownership models and the critical role of financial institutions, to the need for robust charging infrastructure and digitized retail experiences, Amira touches on areas where dealers should question the status quo.Join us as we discuss:The importance of understanding the customer's perspectiveHow auto dealers can better understand and cater to the evolving needs of EV consumersLeveraging tech and digital retailing to enhance the consumer experienceKey trends automotive companies should focus on to ensure they remain relevant and competitive

True growth and progress are anything but easy: it almost always involves asking tough questions and being able to access even tougher answers and truths about the way one is currently doing things.Today’s guest, Jen Suzuki (President of eDealer Solutions), knows all of this firsthand, and she joins host Danielle Mills Walden to discuss her innovative approaches to BDC training and outbound prospecting. Jen’s journey is marked by challenging beginnings and hard-won wisdom about what it takes to succeed both in and out of the dealership — and Jen uses her story as an engaging starting point for her vision for empowering sales teams to tackle the latest challenges and opportunities.Join us as we discuss:The importance of involvement management in trainingHow leadership and team building in dealerships has changed over the past few yearsRethinking outdated sales tools like CRM systemsHow to utilize customer data to create a continuous and personalized buying experience