The Dealer Playbook

Is your dealership spending more on ads but selling fewer cars?Many automotive retail leaders pour massive budgets into marketing, hoping to generate more traffic, only to find their ROI shrinking. What if the answer isn't "more" but "smarter" – starting with your own backyard?From this episode, you’ll discover:Why "owning your backyard" is the most profitable, yet overlooked, growth strategy in automotive sales.How to audit your current lead processes to find and plug the leaks in your sales funnel *before* you increase ad spend.The three non-negotiable accountabilities that drive success, and how to identify where your team is falling short.Why returning to foundational sales principles, not chasing shiny new tech, is the key to sustainable dealer growth.Troy Spring, CEO and Founder of Dealer World and Co-founder of Dealer Funnel, shares decades of expertise on optimizing dealership operations and marketing for maximum ROI.Follow The Dealer Playbook so you never miss an episode.Timestamps00:00 Meet Troy Spring00:35 Why Basics Still Win03:41 Sales Is an Art04:26 AI Hype vs Process04:59 Traffic Is Not the Fix06:55 Audit the CRM Funnel14:51 Own the Backyard17:07 Mail Your Database19:02 Built on Fundamentals20:03 Connect and Wrap Up20:47 Podcast Outro

Are you tired of hearing the same old talk about how "hard" automotive retail is? Everyone acknowledges the challenges, but few are willing to roll up their sleeves and actually do the hard work that creates real, sustainable dealer growth. This isn't about avoiding difficulty; it's about making deliberate choices that set your dealership apart.Here's what you'll get from this episode:Reframe how you view challenges in automotive retail, understanding they are opportunities for real differentiation.Discover why investing in people and fostering internal talent development isn't just "nice to have," but essential for dealer growth.Learn why embracing "unreasonable hospitality" can elevate your car dealership above the competition.Identify immediate, actionable steps to transition your team from just "talking the talk" to "walking the walk" on internal development.Understand why the inevitable changes, like new regulations, are ultimately beneficial for high-integrity car dealers.David Spisak, automotive consultant and keynote speaker, brings decades of experience leading top-performing dealerships and developing industry talent.Timestamps00:00 Keynote Skepticism Setup02:08 ASOTUCON Keynote Preview05:18 Circuit City to COO Story09:03 Bill Walsh Coaching Tree11:23 Dealers Resilience Through Change21:14 Develop Talent Like Techs26:17 Unreasonable Hospitality Standard28:17 FTC Rules and Choosing Hard38:44 Year of the Human Close43:18 Final Thanks and OutroFollow The Dealer Playbook so you never miss an episode.

Is your dealership marketing feeling hollow? Are you chasing digital trends only to find your message falls flat? Many in automotive retail are struggling to cut through the noise, constantly investing in strategies that fail to build genuine connection or long-term loyalty. This isn't just about selling cars; it's about building a brand that resonates deeply with your community and stands the test of time.In this episode, you’ll learn:How to build an authentic brand that attracts customers who *choose* your dealership.The difference between fleeting "hype" and lasting, trustworthy dealership leadership.Why a targeted approach to automotive sales content creates a powerful inbound lead engine.How even a small audience can translate into massive dealer growth and business opportunities.The essential truth about connecting with customers: people buy stories, not just products.Paul J. Daly, Founder and CEO of ASOTU and host of Automotive State of The Union, shares his insights on why authentic connection is the ultimate marketing advantage in today's landscape.Timestamps00:00 Controversial Brand Question00:36 Intro05:10 Your Podcast Town07:15 See What Happens09:03 Big Guests Build Credibility10:36 Inbound Sales Engine14:30 Does Podcasting Still Work15:50 Niche Down Till It Hurts17:31 Dealerships Are Unique18:37 Wearing The Story19:40 Stradivarius Story Effect22:31 Real Vs Fake Content28:15 Known To Trusted33:49 Contact And Wrap UpFollow The Dealer Playbook so you never miss an episode.

Is your dealership encouraging team members to "go viral?" You might be seeing the spike in clicks, but are you seeing the real cost? In an age where everyone's a content creator, maintaining brand integrity and a consistent message is harder than ever.In this episode, you’ll discover:Why relying on individual salespeople to create "viral" content can undermine your dealership's long-term reputation.How to communicate brand guidelines to your team so they become brand ambassadors, not brand liabilities.The critical difference between short-term engagement and sustainable dealer growth through consistent brand messaging.How to evaluate marketing partnerships to ensure they align with your dealership's values and community standing.Don Moss, Executive Director of Marketing at Murgado Automotive Group, shares his expertise on brand safety and the hidden implications of content strategy in "automotive retail".Timestamps00:00 Intro00:44 Why Brand Safety Matters01:39 Social Video Risks04:19 Setting Content Guardrails06:50 Personal Accounts vs Brand08:27 Influencers and Scandal Risk10:51 Who Owns the Standards14:13 Simplify for Growth15:30 Connect and Wrap UpFollow The Dealer Playbook so you never miss an episode.

Is your dealership struggling to convert online leads into showroom appointments? You’re not alone. Many automotive professionals focus on getting leads, but miss the critical step of engaging them effectively to drive sales.Here’s what you’ll get from this episode:Implement Paul de Vries’ 6-step lead-handling process to increase appointments.**Understand the crucial role of speed and human connection in online lead conversion.**Learn how to best integrate AI to support, not replace, human sales efforts.**Discover how to build a team that excels at lead follow-up and customer engagement.**Paul de Vries, founder of the Digital Car Dealer Workshop and BDC co-owner, shares his proven methodology for dramatically improving lead response times and, most importantly, turning those leads into sales.Timestamps00:00 Intro03:27 AI vs Human Connection06:22 Six Steps to Better Calls09:49 Speed to Contact Results11:05 Hiring and Coaching BDC Teams12:36 EVs and Chinese Brands in Europe15:03 Wrap Up

The AI hype is real, and every vendor at NADA claims to have the next big thing for your car dealership. But as you consider integrating new tools, are you truly solving problems or just inviting new ones? The promise of AI in automotive retail is vast, yet without a strategic approach and "human in the loop," the technology can quickly become a costly distraction.In this episode, you’ll discover:Why generic AI solutions often fail to deliver real ROI in a dealership setting.How to identify and choose AI tools that provide actionable data instead of just affirming biases.The critical role of "organic intelligence" in leveraging AI to move more metal and improve fixed ops.Strategies for avoiding common technological pitfalls that lead to change management nightmares.Mackenzie Wiltrout, VP of Innovation at Stream Companies, shares her expert perspective on finding impactful AI that genuinely drives dealer growth.Follow The Dealer Playbook so you never miss an episode.Timestamps:00:00 Intro01:11 AI Hype Versus Impact03:14 Proof And ROI Data05:59 Humans In The Loop07:57 Bias And Obliging Chatbots11:03 Stream Vision Orange OS13:25 Data Vacuum Dangers16:17 Outro

AI is rapidly changing the automotive retail landscape. The question isn't whether it will impact your car dealership, but how to leverage it without alienating your customers. Are you ready to integrate AI in a way that amplifies, rather than diminishes, human connection and trust?In this episode, you will learn:Why 90% of consumers still prefer human interaction even while using AI.How to use AI to drive "auto un-intenders" – high-value customers who aren't actively shopping – to your store.The critical role of brand health in retaining loyal customers and avoiding the "race to the bottom" on pricing.Practical strategies to make your dealership more accessible to your target audience using audio channels.Joey Zanetis, Executive Vice President at iHeart Media Automotive, shares insights from extensive consumer studies on bridging the gap between cutting-edge AI and the timeless need for human connection in sales.Timestamps00:00 Intro00:53 Guaranteed Human Explained04:00 Redefining Smart in AI06:48 Human vs Machine Trust08:00 Influencers and Honest Reviews11:01 Brand Health and Trust15:32 Cross Platform Audio Strategy20:18 Auto Unintenders and Profit22:36 Podcast Outro

Is your dealership losing customers you thought were gone for good? Every automotive professional knows the sting of a "lost" sale, but what if those defections weren't permanent goodbyes, but instead, opportunities for powerful comebacks through fixed operations?In this episode, Kristine Lentz, Product Operations Manager at Urban Science, reveals how using precise data can transform your view of customer defection from a failure to a strategic advantage.What you will get from this episode:Understand why traditional "defection" metrics might be leading you astray.Discover how leveraging sales data can pinpoint exactly why and when customers leave.Learn how to use fixed ops as a potent reactivation tool for "lost" customers.Redefine your follow-up strategies to recapture customers and build lasting relationships.Strategically deploy AI in your sales process to close crucial gaps.Kristine Lentz is the Product Operations Manager at Urban Science, bringing years of expertise in leveraging data to drive actionable insights and improve dealer performance.Follow The Dealer Playbook so you never miss an episode.Timestamps00:00 Intro00:42 Defection Defined02:43 Finding the Leak04:35 Days to Sale Insights05:32 AI as a Partner07:26 Empathy Still Matters08:57 Facing the Fear10:26 Stop Chasing Sold Leads10:59 Service Reactivation Play12:31 Data Plus Human Response13:55 Outro

Matt Lasher pulls back the curtain on one of the most expensive and preventable problems in automotive retail. The moment a customer falls in love with a car, spends five hours at the dealership, and then the deal collapses in finance because nobody asked the right questions early enough.In This EpisodeWhat the great train wreck actually is and why it is happening at every dealership every single dayHow the affordability crisis is creating a tidal wave that dealers need to start preparing for nowWhy lenders and dealers are like Mars and Venus and what it costs everyone when that gap stays openThe hidden bias toward customers with credit challenges and why 40% of consumers have a credit score of 680 or lessWhy empathy is not just a soft skill in automotive retail but a business strategyHow technology should be used to enhance human connection rather than skip over the people that make the deal happenMatt's perspective on why dealers are resilient and why this crisis is no different from every other one they have survivedAbout Matt LasherMatt Lasher is President at Streamline Auto and a people first advocate in automotive retail. With a background rooted in dealership operations, Matt now sits at the intersection of auto fintech and the dealer lender relationship, working to make it easier for dealers to serve every customer that walks through their door.Key Quotes"The great train wreck happens not because we want it to but because sometimes there is just a lack of information at the point that they need it.""40% of consumers have a credit score of 680 or less. If you are not thinking about the affordability problem you are just servicing the people that have buckets of cash.""Dealers are resilient. There is just no stopping the dealer."Resources and LinksConnect with Matt Lasher on LinkedInLearn more about Streamline at streamline.autoSubscribe to The Dealer Playbook newsletter at thedealerplaybook.comJoin the Dealer Playbook community for more conversations that matterTake ActionIf this episode hit home, do two things. First, subscribe to The Dealer Playbook wherever you listen so you don't miss the next one. Second, leave a review. It helps other dealers find these conversations when they need them most.Timestamps00:00 Intro00:48 Dealer to Vendor Shift02:17 Affordability Train Wreck04:26 Time Kills Deals05:50 Lenders vs Dealers Gap08:58 Tech With People First11:32 Empathy for Buyers15:21 Blind Spots in Credit16:38 Connect and Wrap Up17:22 Outro

What if the reason your marketing isn’t driving growth… is because it was never invited into the strategy conversation in the first place?That question sits at the heart of this conversation with my good friend Ashley Cavazos, Digital Performance Consultant and Moderator at NCM Associates. We recorded this one live from the NADA show floor in Las Vegas, and within minutes we were digging into something I see happening in dealerships all the time.Leaders expect marketing to deliver results.But marketing often isn’t sitting in the room when the decisions that shape those results are made.In this episode, Ashley and I talk about why that disconnect still exists and what has to change if dealerships want marketing to actually drive growth instead of constantly cleaning up problems after the fact.Timestamps00:00 Intro00:47 Why Marketers Need Seats03:39 Inventory Firefighting Reality04:06 Connecting Teams And Journey06:22 Plan For Failure Points08:04 Process Before Mindset08:28 Alignment Beats AI Hype10:37 Leadership And KPI Clarity12:12 Advocating With Data Proof13:18 Contact Info And Closing

What if your newest salesperson could perform like your best one every single time?That's not a hypothetical. That's what Jay Ku, founder and CEO of Hey Greenlight, is actually building. And after sitting down with him at NADA, I have to be honest with you, this one stuck with me.Jay spent years at TrueCar meeting with people representing thousands of dealerships, and he kept running into the same two problems. Salespeople had no idea who their leads actually were beyond a name and a phone number. And turnover was burning through training budgets faster than anyone could keep up. So instead of complaining about it, he built something.In this episode we get into how Hey Greenlight pulls 25 plus data points on incoming leads income, credit, garage data — and uses that to build a personalized sales strategy for each one. We're talking about what to text, what to say on the phone, when to call, and even something as specific as which side of the lot to park the car on so the paint catches the afternoon sun just right when the customer shows up.We also get into the AI conversation and I'll be straight with you, I pushed on this because I didn't want to just nod along and confirm my own bias. Jay's take on where AI is genuinely useful versus where it becomes a crutch is one of the more grounded perspectives I've heard on the show. He makes the case that booking appointments and answering questions is table stakes, and the real opportunity is in helping people connect.That's the thread that runs through the whole conversation. Tech enabled, human delivered. And Jay makes a compelling argument for why that's not just a feel good idea but actually a smarter business decision.If you've ever watched a great salesperson work a room and thought "how do I bottle that" — hit play.Timestamps00:00 Intro00:48 Why Hey Greenlight01:28 Two Dealership Problems02:51 Data Enriched Leads03:30 Wingman Sales Coaching06:03 Personalized Prep Examples07:31 Question Based Selling09:55 AI Debate Human First13:45 Connection Still Matters17:52 Scoring and Accountability18:44 Operational Efficiency Wins20:28 How to Connect and Wrap21:05 Podcast Outro

Dealers are spending more on advertising than ever… and according to Subi Ghosh, many of them are still playing the game wrong.This conversation from NADA 2026 might be one of the most important shifts we’ve discussed on The Dealer Playbook.She believes the real issue in automotive advertising isn’t traffic. It isn’t creativity. It isn’t even budget.It’s fragmentation.In this episode Subi Ghosh who is the Head of Partnerships at Fullthrottle and one of the driving forces behind Auto Media Marketplace breaks down why dealers are often buying media in silos, relying on diluted data, and unknowingly limiting their own performance. She explains how platforms fighting each other instead of aligning is quietly costing retailers reach, influence, and ROI.And here’s the part that hits hard.While many dealers are still pouring money into search and social the way they always have, behavior has shifted. Discovery has shifted. AI has changed how people find information. And the brands that understand how to unify premium media, activate real data, and collaborate across channels are starting to pull ahead.Subi makes the case that this is no longer about buying ads.It’s about infrastructure.It’s about coordination.It’s about influencing buyers before they ever type into a search bar.If you’ve felt like your ad spend isn’t stretching as far as it used to…If you’ve noticed performance becoming harder to maintain…If you’ve ever wondered whether the platforms are truly working together for you…You need to hear this conversation.Because the shift is already happening.And the dealers who recognize it early will not just compete better. They’ll operate at an entirely different level.Timestamps00:00 Intro02:57 Auto Media Marketplace Explained04:57 Why Streaming + Premium Inventory + Data Layers Are Changing Advertising05:41 From Search & Social to Full-Funnel Media: Staying Top of Mind in a New Era06:47 Real-World Targeting Story: ‘Landman’ Ads, Audience Data & Influence in Action09:24 Competitors as Allies: How to Align, Take on the ‘Big Fish,’ and Win Together11:52 Unity on the Show Floor: Building a Cohesive Strategy Across Channels13:43 Connect with Subie + Final Wrap-Up and Podcast Outro

Most dealers are talking about AI. Jeff Swickard is building an AI department inside his auto group.In this special episode of The Dealer Playbook, Michael Cerullo sits down with Jeff Swickard, President & CEO of Swickard Auto Group, to unpack what it actually takes to operationalize AI inside a dealership group—without breaking culture, customer experience, or your tech stack.Jeff shares how they built an enterprise data warehouse in Microsoft Azure, why integration is the real battle, and how they’re using agentic AI + sentiment analysis to protect and improve the guest experience—especially in service.What you’ll learn:Why Swickard Auto Group created an internal AI departmentHow an enterprise data warehouse solves “nothing integrates” chaosThe role of APIs + bidirectional data feeds with the DMS and vendorsUsing AI to measure call quality + customer sentiment in a high-volume service contact centerWhy hospitality is the long-term differentiator (and how tech should support it)How to drive buy-in from employees and avoid “here we go again” resistanceThe real leadership skill: prioritization, iteration, and pivoting“Buy vs. build” in automotive tech—and how to know when to switchIf you’re a dealer principal, GM, fixed ops leader, or marketing/ops exec trying to figure out what AI actually means for your stores, this is a blueprint for how the best groups are approaching it.Timestamps00:00 Welcome & Meet Jeff Swickard00:29 Why They Built an AI Department in a Dealer Group02:03 Taming the Tech Stack: Enterprise Data Warehouse on Azure03:34 AI + Hospitality: Using Sentiment Analysis to Elevate Service06:23 Building It In-House: 2.5 Years to Connect the Data Sources07:39 Getting Buy-In: Involving Employees Early & Prioritizing ROI10:33 Forward-Thinking (and Stumbling): Learning, Predictive Analytics & People13:30 Leadership Urgency: Staying Focused, Pivoting Fast & Buy vs. Build16:13 Wrap-Up, Thanks, and Podcast Outro

Everyone’s chasing the next shiny tactic. New platforms. New hacks. New promises.But what if the stuff that actually works… never stopped working?In this episode of The Dealer Playbook, I sit down with my longtime friend Charles Cannon, General Manager at BMW West Houston, for a real conversation about building a career in this business by doing the simple things consistently, especially when everyone else is distracted.Charles and I go back almost a decade, to a time when personal branding in automotive wasn’t a buzzword and definitely wasn’t common. We talk about why he decided early on to put himself out there, how that mindset shaped his career, and why community, consistency, and human connection still outperform any shortcut.In this conversation, we dig into:Why consistency beats virality every single timeHow to use video without overthinking it or trying to be perfectWhat it actually means to “stand out” when everyone says they’re doing the same thingsThe shift from treating this industry like a job to building a real careerWhy Charles refers to customers as guests, and how that one word changes everythingHow to stay human in a digital-first world that’s craving real connectionLessons from economic swings, negative reviews, and long-term thinking in the car businessThis episode isn’t about doing more. It’s about doing the right things, for the right reasons, long enough to matter.If you’re tired of feeling like you’re getting lost in the noise, if you want to build something sustainable, or if you just need a reminder that being a real person is still your greatest advantage, this conversation is for you.Timestamps:00:00 Introduction and Welcome00:15 Meet Charles Cannon00:27 Marketing Strategies for Car Dealers01:08 Charles' Journey Back to Houston02:20 Building a Personal Brand in the Car Business05:05 The Importance of Consistency08:54 Humanizing Sales Through Social Media12:02 Overcoming Video Marketing Challenges19:47 Shifting from Job to Career30:27 Handling Negative Reviews and Customer Relations31:40 Economic Challenges and Opportunities34:42 Final Thoughts and Contact Information

How do you sell 300+ used cars a month in a town of 2,900 people, and buy 240 vehicles off the street without relying on auctions?In this episode, Rob Ruth the President / Owner of Bob Ruth Ford, Dillsburg PA breaks down the real playbook behind scaling a pre-owned-first dealership inside a franchise system, and why a startup mindset, disciplined acquisition, and a culture built on partnership can outperform “bigger market” excuses.Rob shares exactly how they pivoted during COVID when inventory vanished, how they built a team-based buying machine (starting with Facebook Marketplace outreach), and why used cars drive the whole store: service, parts, profitability, and growth.What you’ll learn:Why used cars are the real growth lever (40M used vs ~16M new) and how to differentiateThe acquisition-first framework: buying center, street buys, and scaling a sourcing teamHow to sell 8 used for every 1 new while keeping the OEM satisfiedWhat’s working now: $25K-and-under sweet spot, pricing discipline, and recon strategyLeadership and culture: treating employees like partners, creating career paths, and recruiting in a small marketThe recession-proof logic of building a pre-owned engine when markets shiftIf you’re a dealer, operator, or leader who feels boxed in by OEM pressure, market size, or “the way it’s always been done,” this episode will challenge you to rethink what’s possible and remind you why you got into this business in the first place.Timestamps00:00 Introduction to the Used Car Mindset00:36 The Story Behind Bob Ruth Ford01:02 Key Elements of a Successful Pre-Owned Operation01:13 Flex Dealer and the Dealer Playbook02:35 Rob Ruth's Journey and Mindset03:46 Challenges and Strategies in the Used Car Market06:05 The Startup Mentality in a Family Business15:20 Acquisition and Inventory Management26:20 Community Impact and Leadership33:29 Conclusion and How to Connect

What does a modern car dealership look like in 2025, without losing the human connection that actually builds loyalty?In this episode of The Dealer Playbook, I sit down with Matt Birkhead, Dealer Principal at Sir Walter Chevrolet in Raleigh, North Carolina, a nearly 100-year-old, single-point store that’s grown by leaning into transparency, simplified pricing, community involvement, and people-first leadership.Matt breaks down “The Sir Walter Way” a smarter way to shop, an easier way to service, and a culture that makes customers (and employees) feel like family. We also get practical about how dealerships should use AI, digital retailing, and fast lead response without sacrificing trust.What you’ll learn in this conversation:How Sir Walter Chevrolet builds loyalty through transparency and consistent pricingWhere AI belongs in a dealership (and where it doesn’t)How to keep customers warm after-hours without “fake” automationThe real operational advantage of a single-point store in a big marketHow to break down silos between sales, service, parts, and reconWhy “community starts from the inside out” (and how to make it real)How Matt invests in people through training, 20 groups, and leadership developmentWhy the dealership experience still matters—even with online buying and deliveryIf you’re a dealer principal, GM, sales leader, fixed ops leader, or dealership marketer, this episode is a blueprint for building a culture that customers feel, and employees stay for.Timestamps00:00 Intro01:14 The Dealer Playbook and Flex Dealer02:35 Introduction to Matt Birkhead03:30 Balancing Work and Family04:50 Challenges and Responsibilities in the Car Business08:15 Transparency and Authenticity in Dealerships09:39 Leveraging AI in Dealerships16:36 Community Involvement and Support18:22 Building a Culture of Giving Back19:03 Creating a Tangible Cultural Impact20:14 Fostering Teamwork and Community20:44 Highlighting Employee Contributions21:27 Breaking Down Departmental Silos22:20 The Role of Gwen in Community Outreach25:11 Investing in People and Long-Term Value26:52 Navigating the Automotive Industry as an Outsider31:37 Objective and Factual Leadership34:25 Connecting with the Community and AudienceConnect with Matt Birkhead / Sir Walter ChevroletPhone: (919) 455-7790Email: [email protected] (Matt): @birksuvaInstagram (Store): @sirwalter_chevyIf you found this valuable:Subscribe for more real-world dealership growth conversations, and share this episode with a leader who’s building culture, not just chasing volume.

Do dealership buildings actually sell cars, or do they quietly kill the experience?In this episode of The Dealer Playbook, we sit down with Josh Keough, Licensed Architect and Studio Director at Gensler, to unpack how dealership architecture, layout, and environment design directly impact sales efficiency, fixed ops performance, employee retention, and guest experience.With more than 25 years of experience and 1,600+ sales and service locations designed worldwide, Josh shares how future-ready dealerships are being built to support:Digital buying behaviorEV infrastructure and service realitiesFaster yet more human customer journeysTechnician attraction and retentionBrand trust beyond logos and signageThis conversation challenges the idea that “buildings don’t sell cars” and reframes the dealership as a strategic tool, one that shapes behavior, emotion, workflow, and long-term profitability.You’ll learn:The difference between a customer experience vs. a guest experienceWhy lighting, furniture, sound, and even smell influence buying decisionsHow dealership layout impacts RO time, technician productivity, and retentionWhy EV readiness is more about infrastructure and workflow than showroomsPractical design upgrades dealers can make without tearing down their storeHow to balance OEM brand standards with your dealership’s unique identityWhy great design must support people first, not just vehiclesIf you’re thinking about your next renovation, EV transition, or how to stand out in a digital-first world, this episode will change how you view your building.Who this episode is for:Dealer Principals & OwnersGeneral Managers & Fixed Ops LeadersAutomotive Architects & DesignersOEM Leadership TeamsAnyone responsible for dealership experience, culture, or long-term growthTimestamps0:00–2:37 Hook & why dealership design matters2:37–5:10 Josh Keo’s background at Gensler & global automotive work5:10–8:05 Customer experience vs. guest experience in dealerships8:05–11:20 The three stakeholders every dealership building must serve11:20–14:40 Why brand identity is more than logos & signage14:40–18:10 Designing layouts to support different sales processes18:10–21:30 Talent attraction, technician retention & back-of-house design21:30–25:00 Fixed ops efficiency, RO time & service flow25:00–28:40 EV infrastructure planning dealers can’t ignore28:40–31:50 Why less inventory on the floor improves experience31:50–35:10 Lighting, furniture, scent & subconscious buying signals35:10–37:51 Faster vs. better experiences & final takeaways

What if the reason things didn’t click in 2025 has less to do with your tools and more to do with your willingness to change?In this solo year in review episode, I’m slowing things down to reflect on what 2025 actually taught us. Not the highlight reel. The real stuff. The hard conversations, the uncomfortable growth, the moments where leadership, culture, and discipline mattered more than any shiny new strategy.This year reminded me of something I’ve believed for a long time. Sustainable success isn’t about finding the missing tactic. It’s about becoming the kind of leader and organization that can actually handle success when it shows up.In this episode, I break down:Why change—not technology—is the real competitive advantageHow AI is accelerating opportunity (without replacing human judgment)The leadership, culture, and discipline gap separating top performers from the restWhy most dealerships ask the wrong questions about successHow critical thinking will become one of the most valuable skills in 2026What it actually means to “go all in” on your definition of successWe explore AI without hype or fear, marketing without shortcuts, and leadership without excuses, connecting the dots between human connection, culture, and long-term profitability in retail autoIf you’re heading into 2026 feeling pressure, uncertainty, or opportunity, this episode will help you recalibrate your focus and attack the year with clarity and conviction.Free Gift:Get a FREE PDF copy of Michael’s bestselling book Don’t Wait. Dominate.👉 Visit FlexDealer.comWho this episode is for:Dealership Owners & OperatorsGeneral Managers & GSMsMarketing Directors & CMOsFixed Ops & Service LeadersAutomotive Professionals serious about growth in 2026Timestamps00:00 Introduction02:20 Year-End Reflections and Gratitude07:18 AI in the Auto Industry: Opportunities and Challenges14:52 Marketing and Human Connection20:04 Leadership, Culture, and Sustainable Growth26:20 Looking Ahead to 2026: Relentless Pursuit of Success27:53 Conclusion and Call to Action

What if your success today could quietly sabotage your future, unless you build a plan beyond the next car deal?In this episode of The Dealer Playbook, I sit down with Tustin Ulrich, General Manager of Roper Kia (one of the most dominant Kia stores in Missouri) and founder of The 1% Effect, a real estate investor concierge designed specifically for high-earning operators who don’t want to lose focus on today while building freedom for tomorrow.This is not a conversation about selling cars.This is a conversation about long-term thinking, generational wealth, tax strategy, leverage, and protecting your family’s future, without sacrificing performance in the present.Tustin shares his deeply personal story, from childhood adversity and financial struggle to building a record-breaking dealership and acquiring over $10M in real estate while paying less than 1% in taxes. He breaks down exactly how high achievers in automotive can use real estate as a strategic tool, not a distraction, to create optionality, time freedom, and legacy.In This Episode, You’ll Learn:Why most high earners stay trapped in a short-term income mindsetHow car dealers and operators can invest in real estate without losing focus on the storeWhat the 1% Effect really means, and how the top 1% preserve wealth for generationsWhy 401ks and Roth IRAs alone won’t create true financial freedomHow leverage, 1031 exchanges, and tax strategy work in plain EnglishThe difference between good debt vs. bad debtWhy real estate favors operators, even during recessionsHow to think in multiplication, not cash flowWhy automotive is one of the only industries that enables this pathTimestamps00:00 Hook Intro — Building wealth without losing today02:00 Tustin’s story: from struggle to GM06:30 Why high achievers need a future plan10:45 The 1% Effect explained15:30 Real estate, taxes, and leverage (simple breakdown)22:30 Recession myths vs reality28:00 Single-family vs multifamily investing33:30 Living on debt & generational wealth38:00 How to get started + final takeawayWho This Episode Is ForDealer Principals & General ManagersHigh-earning sales professionalsAutomotive operators thinking beyond the next 30 daysAnyone serious about generational wealth, tax efficiency, and long-term control

What happens when precision from aviation meets creativity in automotive marketing?In this episode, Ashley Brockhurst, Director of Marketing and Health & Safety at Charlesglen Toyota in Calgary, Alberta — “Alberta’s Celebration Destination” — shares how her dealership’s community-first philosophy is redefining what automotive retail can look like.From aviation safety to dealership marketing leadership, Ashley’s story proves how curiosity, culture, and compassion fuel innovation. She opens up about her journey from receptionist to director, the strategy behind hosting 27+ community events a year, and how authentic philanthropy (not just PR) builds real customer loyalty.You’ll learn how Charlesglen Toyota turned community connection into a competitive advantage, and how your dealership can do the same.In This Episode:How Ashley went from aviation safety to automotive marketingThe mindset shift that helped her climb from receptionist to directorWhy authentic community giving outperforms transactional marketingHow Charlesglen Toyota became Alberta’s Celebration DestinationTurning charity and local events into a powerful brand advantageWhy women are leading Canada’s charitable sector, and how dealerships can connectThe ROI of relationships: how community focus drives dealership growthHow to measure unmeasurable marketing (and prove impact beyond KPIs)Why “look after your city and they’ll look after you” still works in 2025Timestamps00:00 Intro — From Aviation to Automotive04:12 How a receptionist became a marketing director09:05 The secret behind Charlesglen Toyota’s “Celebration Destination” brand14:20 Culture that empowers people to take chances18:55 How to build authentic community events that connect24:10 Why women drive community impact (and dealership loyalty)32:00 Measuring ROI when you can’t “track” community relationships37:30 Building team buy-in for charity and local eventsWho This Episode Is ForDealership marketing teamsGeneral Managers & Dealer PrincipalsCommunity relations & event coordinatorsWomen in automotive leadershipAnyone who believes marketing can build more than sales — it can build connection.Connect with Ashley Brockhurst🔗 LinkedIn: Ashley Brockhurst🌐 Charlesglen Toyota: charlesglentoyota.com

What happens when a dealer group bets big on hospitality, culture, and process, instead of pressure, price, and tradition?Today, multi-store operator JB Burnett joins me to unpack the launch of his brand new Ford Signature 2.0 store, the first of its kind in the world, and why the guest experience is now his most powerful competitive advantage.We dive into how he moved an entire dealership eight miles in four days, opened to record-setting sales weeks, and rebuilt the buying journey around hospitality, not haggling. JB also shares his response plan to recession chatter, how he keeps teams aligned under heavy pressure, and why he believes contagious optimism is a non-negotiable leadership skill.If you’re a dealer principal, GM, GSM, or fixed ops leader looking for a real-world blueprint on culture, execution, and modern retailing, this episode is required listening.In This Episode You’ll Learn:What a Ford Signature 2.0 store actually is and why the experience is radically differentHow JB’s team moved 300 units + full service + parts in less than a weekWhy hospitality-first retail is out-performing traditional sales tacticsThe subtle vocabulary shifts (“guest,” not “customer”… “reservations,” not “appointments”) that change everythingHow JB builds buy-in for elevated dress codes & elevated expectationsWhy international markets are beating the U.S. on dealership hospitality—and what we can learnJB’s mindset framework for leading calmly through chaosTimestamps00:00 Intro02:10 Inside the world’s first Ford Signature 2.0 store07:45 Moving 300 units + full operations in four days11:12 The mindset required to lead through chaos18:55 Hospitality vs. legacy retailing: why the guest experience wins24:20 Why other countries are beating the U.S. in dealership decorum29:02 Dress code, culture, and team buy-in36:15 Preparing for a potential recession42:40 Contagious optimism vs. toxic positivity45:05 JB’s framework for hard conversations49:15 How to connect with JBWho This Episode Is ForDealer Principals, General Managers & GSMs, Fixed Ops Leaders, and Retail Auto OperatorsAnyone responsible for culture, customer experience, or profitability in automotive.

If you’ve ever wondered how a small-town Ford store ends up going mega-viral, builds a loyal community, and turns everyday dealership life into must-watch content… this episode is for you.Today I’m joined by the brilliant, hilarious, and wildly creative Noella Salter, the marketing manager behind Lang & Fetter Ford’s social media presence that the entire industry can’t stop talking about. She’s turned a rural Canadian dealership into a personality-driven brand that people actually want to follow.In this episode, we get into:How Noella went from PR grad to dealership storytellerThe moment she realized she had to stop copying her predecessor and start creating as herselfWhy the people inside your dealership matter more than any vehicle walkaroundWhat to do when your content flops, trolls show up, or you feel creatively tapped outThe power of consistency, authenticity, and letting your team shineWhy viral moments don’t matter nearly as much as you think, and how she stays grounded anywayLive reactions as we watch some of Lang & Fetter Ford’s most viral posts togetherIf you’re in automotive marketing (or honestly, any business where trust and community matter), this conversation is a blueprint for turning small beginnings into big impact. Noella proves that you don’t need a massive budget, a big city, or sponsorship deals, you just need people who are willing to show up, be themselves, and have a little fun.This episode will make you laugh, rethink your approach to social, and maybe even give you the nudge to try that idea you’ve been sitting on.

What if your biggest dealership problems aren’t “market problems”… but creativity problems?In this episode of The Dealer Playbook, Michael sits down with Nir Bashan, world-renowned creativity expert, founder & CEO of The Creator Mindset, LLC, Clio Award winner, and Emmy-nominated former Hollywood/advertising executive to show car dealers how to use creativity as a practical business tool, not fluffy “inspiration,” but real-world tactics that move metal, grow service, and improve culture.Nir has coached leaders at AT&T, Microsoft, NFL Network, EA Sports, Suzuki, JetBlue, and more. In this conversation, he maps the same creativity frameworks directly onto retail automotive in 2025 and beyond.You’ll learn:Why creativity + innovation are the only sustainable edge as regulations, EVs, and consumer behavior changeHow to translate Hollywood-level creativity into daily dealership operationsA simple mindset shift to turn “crisis after crisis” into opportunity (EV overstock, chip shortages, changing regs, etc.)How to balance data and creativity so your analytics don’t kill your humanityA dead-simple language exercise that can boost customer satisfaction and salesWhy everyone is creative (backed by research) and how to unlock it in your teamHow to use creativity to transform your BDC, service lane, and sales cultureBook Giveaway – 10 Free Copies of The Solution MindsetIf you got value from this episode:Leave an honest review on Apple Podcasts or SpotifyScreenshot your reviewDM it to Michael on LinkedIn, Facebook, Instagram, or X👉 The first 10 people to do that will get a free copy of Nir’s new book, The Solution Mindset.

How should Canadian dealers REALLY be using data to price, appraise, and move inventory in 2025?In this episode of The Dealer Playbook, Michael sits down with Yolanda Bishwah, President of Canadian Black Book (CBB), the data backbone behind used vehicle valuations and residual forecasts for OEMs, lenders, and retailers across the country.With 65+ years of market data at her fingertips, Yolanda breaks down how Canadian Black Book reads the market, what’s really happening with wholesale and retail values, and how dealers can use valuations more strategically instead of just “checking a number.”We get into:How CBB blends wholesale auction data, upstream OEM/lender data, and retail listing data to forecast valuesKey differences between the Canadian and U.S. wholesale markets (and why Canada moves more gradually)How to use residual value forecasts to build better remarketing and equity-mining plansPractical ways to reduce pain around aging units using data instead of gut feelWhy consumer confidence, supply & demand, and economic signals matter for your next 90 days of inventory decisionsHow Canadian dealers can tighten the gap between consumer-facing trade tools and in-store appraisalsIf you’re a dealer principal, GM, used car manager, or lender trying to make smarter decisions with every unit on the lot, this conversation will change how you think about values, equity, and remarketing.

Guest Marion Cain (ACE founder; creator of Kharisma Mastery) breaks down a science-based playbook for dealership sales and F&I teams to own the room, deliver luxury touchpoints (on any brand), and turn trust into revenue. We cover the first 90 seconds, nonverbal cues, “portable stories,” True Cost of Ownership framing, and how to use GPT/AI to tailor your pitch to any buyer’s personality, without losing the human.You’ll learnWhy buyers now follow salespeople and how to stand out in a saturated marketThe luxury experience blueprint (even if you don’t sell a luxury marque)The first 90 seconds: posture, eye contact, tone, cadence, confident welcomeStatus framing that stops margin compression (people pay more when status rises)“Portable stories” that customers retell (and why they convert better than features)True Cost of Ownership: simple math that moves logical buyers todayPersonality-based selling with GPT: your type + their type → custom talk-track in minutesThe Dominoes Method to stack actions and create 3-car days + F&I platinum winsTimestamps / Chapters00:00 Introduction02:38 Introducing Marion Cain and Charisma Mastery05:03 Creating a Luxury Experience05:46 Building Lifetime Relationships09:42 Effective Introductions and Customer Engagement14:36 Personal Stories and Vulnerability in Sales16:01 Controlling the Sales Experience21:06 Understanding Customer Psychology23:49 The Importance of Personalization28:07 Practical Insights for Scaling Human Connection31:35 The Domino Effect in Sales33:55 Final Thoughts and Connecting with the SpeakerWho this helps: Dealer principals, GMs/GSMs, sales managers, F&I, BDC leads—anyone driving grosses, CSI, and repeat/repurchase.

AI vs. Google isn’t theoretical anymore; your buyers are already switching how they search.In this episode, Marcus Sheridan (author of They Ask, You Answer and Endless Customers) shares fresh data from ~3,000 pros on how often they now use ChatGPT instead of Google, what that means for SEO, content, and lead gen, and how car dealerships can pivot now to stay discoverable.You’ll learn:Why “extremes get clicks” (and how to win with balanced, trust-first content)The real timeline for AI in customer service (and why “faster, friction-free” always wins)What “legacy Google is dying” actually means (and what still works today)A pragmatic playbook to future-proof dealership SEO with AI search behavior in mindThe 4 pillars from Endless Customers to become the most known and trusted brand in your marketTimestamps00:00 Intro00:04 The Rise of Chat GPT00:39 The Value of Human Connection02:14 Introducing Marcus Sheridan03:21 Why extremes go viral (and why nuance converts)09:20 The Future of SEO and AI20:02 Authenticity and Performance31:21 The Concept of Agency32:08 Identity and Belonging39:04 The Future of SEO and AI44:55 The Power of Adaptation51:10 The Middle Ground Perspective57:58 Endless Customers and AI01:00:40 Conclusion and Call to ActionGiveaway: We’re gifting 10 copies of Endless Customers. Rate the show on Apple/Spotify, screenshot it, and email [email protected]. First 10 in the inbox win.Who this is episode for: Car dealership owners, GMs, marketing leaders, BDC, fixed ops, and anyone responsible for traffic, leads, and CSI.

Curiosity beats fear in modern retail automotive. In this episode of The Dealer Playbook, Michael Cirillo sits down with Sebrina Westbrooke, Program Manager at Georgian College’s Automotive Business School of Canada and lead for the Canadian Dealer Academy, to unpack how car dealerships are future-proofing leadership teams for AI, electrification, digital retailing, and connected services—without losing the human connection that drives performance.You’ll hear how the Academy builds real operators, not shelf-ware: learners work directly from their own DMS reports, financial statements, PMA data, and benchmarks, then implement changes in-store—like a fixed ops tune-up that lifted department profit by 6% in the first month. We also dig into the gaps that hold back new general managers (often promoted for past results, not leadership readiness) and how to close them with clarity, data, and soft-skill mastery.What you’ll learn:How to turn curiosity into an operating system that reduces fear around AI and EV transitionsA practical way to replace “gut feel” with dealership data—and the exact questions great leaders askWhy fixed ops fluency is the hidden unlock for many first-time GMs from the variable sideThe leadership capabilities that matter now: critical thinking, problem-solving, human-centric managementHow to align culture, engagement, and training with profitability (and stop overspending to “buy” results)Who this is for: car dealership owners, dealer principals, general managers, department leaders, and emerging leaders who want measurable performance in sales, service, and F&I—without waiting on manufacturer incentives or bigger ad budgets.

There’s something special about people who build where no blueprint exists.My guest today, Alex Lawrence, is one of those people.He’s a tech veteran, tenured professor, and serial entrepreneur who co-founded EV Auto, one of the first dealership groups in the U.S. dedicated entirely to used EVs and plug-in hybrids.But what really stands out about Alex isn’t just what he’s built, it’s how he’s built it. With patience, conviction, and a willingness to play the long game while everyone else chases trends.In this conversation, we get real about what it takes to grow an EV-only business through volatility, tax credit chaos, and all the unpredictable swings of an emerging market. Alex breaks down how he and his team literally sold their final cars minutes before the EV tax incentive expired, using the power of social media.We also dive into:Why authenticity on social media has become one of the strongest moats in business today.The psychology of urgency, and how it can move people to take action at 11PM on a Saturday.What it really means to juggle entrepreneurship, teaching, and family without losing your soul in the process.Why the EV revolution isn’t dead, it’s just getting started.Alex’s story is proof that doing the hard thing, the long thing, and the real thing still works.If you’ve ever wondered what it looks like to build something meaningful when the market’s uncertain and the playbook doesn’t exist. this one’s for you.

What makes someone dream of being in the car business, and then actually make it happen?In this episode, I sit down with Tara Willis, a seasoned automotive professional who turned her childhood love for cars into a 20-year career working with major automotive brands like BMW, Subaru, Nissan, and Infiniti. Tara now leads product marketing and incentives planning at Infiniti, and she’s using her voice to shape what leadership looks like in today’s auto industry.We talk about how she found her footing in a predominantly male space, the lessons she’s learned sitting in boardrooms across the automotive world, and what it really takes to create workplaces where every voice can be heard. Tara shares honest reflections about mentorship, empathy, and the power of communication, especially when intent and impact don’t always line up.We also dive into why she believes there’s still so much hope in the future of car buying and the automotive industry, from evolving technology to stronger community connections through dealership philanthropy. And she shares how her work with Empowering Auto is helping inspire the next generation of car industry leaders.If you’re passionate about car sales, automotive leadership, or the human side of this business, this conversation will remind you why the industry is worth believing in.

Selling more cars isn't for the faint of heart. It requires daily commitment, discipline, and genuine human connection. In this episode, my guest is Jean-Pierre Lacroix, president and founder of SLD, a global branding firm that’s spent more than 30 years helping businesses win customers by tapping into what really drives decisions: emotion. He’s the author of Think Blink Manifesto, a book that lays out seven powerful ways brands can create lasting connections in an instant.We get into some big questions: Why do people buy cars the way they do? What makes one automotive brand feel worth a premium while another has to compete on price? How can dealerships go beyond features and functions to deliver experiences that customers actually remember? Layer on how quickly technology is evolving with artificial intelligence. What are the implications and will car buyers want more technology assisted experiences or more genuine human connection experiences during the car sales process? We get into this and so much more during this episode of The Dealer Playbook.Jean-Pierre Lacroix shares surprising insights about major automotive brands like Volvo, BMW, and Jeep and reveals the most underrated sales tool in the entire retail automotive industry. He shares why this one tweak will help with customer retention, lifetime value, and brand loyalty. If you’ve ever wondered why car shoppers say one thing but choose another, this episode will change the way you think about the entire buying experience.

In this episode my guest is Brad Gelber, Digital Media and Content Marketing Manager at West Herr Auto Group, the largest privately owned dealer group in New York. Brad and I dive into what it really takes to market a dealership in today’s world without sounding like every other store in town. We talk about the role leadership and culture play in shaping a brand’s voice, why raw phone-shot content often outperforms polished commercials, and how to uncover stories that are hiding in plain sight inside your dealership.You’ll also hear Brad’s perspective on using AI as a tool without letting it replace human creativity, the surprising value of a simple photo in a video-driven world, and his personal test for knowing whether a story is worth sharing.If you’ve ever wondered how to move beyond cookie-cutter posts and start creating content that actually connects, this episode will give you the insight and inspiration to do it.

Most people assume the biggest problem in retail auto is inventory, rates, or competition.But every time I walk into a dealership, I see something else at the core of the struggle. It isn’t obvious on the surface, but you can feel it in the turnover, the burnout, the “busy but not fulfilled” pace that too many teams are stuck in.We love to talk about legacy in this industry. The photos on the walls, the family names on the buildings. But the truth is, legacy can’t just be something we inherit or frame. It has to be something we create every single day. And most stores don’t have a framework for how to actually do that.That gap shows up everywhere: in culture, in leadership, in the quiet frustration people feel when they show up to work and wonder if it really matters.In this week’s solo episode, I share what I believe is the biggest problem holding retail auto back, and how you can solve it. It’s the same framework my team and I use in my companies, and it’s made all the difference in how we lead, how we serve, and even how I show up at home with my family.I think you’ll find it both challenging and hopeful.

In this episode my guest is Jimmy Douglas, founder and CEO of Plug and former Tesla exec. Jimmy’s one of the sharpest voices in the pre-owned EV market, and he’s here to break down what most dealers are missing, and what a small group is quietly getting right.We talk about why nearly half of dealers still won’t touch used EVs, what it actually takes to build a profitable EV business inside your store, and why “dipping your toe in” may be worse than not playing at all. Jimmy also shares how culture inside the dealership makes or breaks EV success, what numbers you should pay attention to, and how to avoid getting stuck with inventory that loses value faster than you expect.If you’ve been on the fence about EVs, this conversation will help you sort through the noise and figure out whether your store is ready—or if it’s better to wait. Either way, you’ll walk away with a clearer picture of what’s really happening in the market and how to prepare for what’s coming.Tune in!You can also grab your free copy of my #1 bestselling ebook Don’t Wait, Dominate! here → www.flexdealer.com- - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted ads that convert. They also help integrate marketing with internal operations for optimal results, and unparalleled growth.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook

In this episode my guest is Ondar Tarlow, a marketing strategist with more than 20 years of experience working with brands like Fastlane Drive, Pacific Premier Bank, and the LA Chargers. He’s built a career on creating events and campaigns that actually move people—sometimes literally into showrooms.We dig into the big question dealers wrestle with all the time: what actually makes an event memorable? Ondar breaks down why so many VIP activations fall flat, and what it takes to craft experiences that stand out in a world where everyone is competing for the same high-value customers.You’ll hear insights on:Knowing your audience beyond the surface levelWhy cocktail tables and champagne won’t cut it anymoreHow partnerships with other brands can elevate your dealership eventsLessons automotive retail can borrow from Formula One and pro sportsWhere AI fits into the future of marketing without losing the human connectionIf you’ve ever wondered how to make your dealership events more than just “another invite,” this conversation will get you thinking differently about experiences, community, and what customers really value.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook

In this episode, my guest is Shasta Haddock, Chief Operations Officer at Epic BDC and host of I'm A Car Chick Podcast. With over a decade in automotive, she’s built high-performing BDC teams and even created the industry’s first elite response team that turns social media traffic into real showroom appointments.We get into some very real challenges that are still holding dealerships back in 2025. Things like response times that feel “fast” but are actually losing sales, CRM processes that quietly drop leads, and the outdated templates that make customers tune out before a conversation even starts.Shasta also shares how her team stumbled into a breakthrough approach that changed the way dealerships convert Facebook traffic, and why one lesson she picked up from her husband’s work in law enforcement completely reshaped how she thinks about accountability in the BDC.If you’ve ever wondered why some leads vanish, how to make your first customer touchpoint more powerful, or what role AI should really play in your dealership today, this episode will give you plenty to think about. Grab your free copy of my #1 bestselling ebook Don’t Wait, Dominate! here → www.flexdealer.com- - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted ads that convert. They also help integrate marketing with internal operations for optimal results, and unparalleled growth.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook

In this episode my guest is Janis Showers, founder of The Car Girls, who has spent more than 25 years helping dealerships turn phone calls and customer conversations into lasting relationships and profit.We dig into why the simplest interaction—the phone call—is still one of the biggest stumbling blocks in 2025, and what that says about the way dealers connect with their customers. Janis shares what she’s seeing inside stores right now: why younger staff avoid the phone, how lease renewals are often handled poorly, and where BDC teams can become the heartbeat of the entire operation.You’ll hear real examples of what happens when dealerships don’t prepare for appointments, the hidden trust that’s either built or broken at the first hello, and why human connection will always matter more than automation.If you’ve ever wondered why missed calls keep turning into missed sales—or how your team can be empowered to own the customer experience instead of passing it around—this episode will give you plenty to think about and act on.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook

In this episode, my guest is Megan McDowell, Vice President of Operations at TrueCar. Megan’s career started on the sales floor at Lexus of Austin and took her all the way to the executive table without leaving the automotive industry.We dig into what she learned from those bell-to-bell dealership days that gave her an edge in leadership, and how skills you might take for granted—like reading people, asking the right questions, and understanding the flow of a deal—can open doors you didn’t even know existed.We talk about:Why your dealership experience is more valuable than you think.How to translate your skills into new opportunities inside and outside the showroom.The balance between technology, AI, and authentic human connection in the car-buying journey.What Megan wishes she knew earlier in her career that could have made her even more effective.If you’ve ever wondered where your automotive career could take you—or how to make the most of the experience you already have—this conversation will give you a fresh perspective and a few ideas you can put to work right away.- - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted ads that convert. They also help integrate marketing with internal operations for optimal results, and unparalleled growth.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook

Let’s just be real.The ground has shifted—and it’s not just a ripple. It’s a full-blown seismic shift under every industry, every role, every business model. In this episode, I’m unpacking what that actually means for those of us in the retail auto world and beyond as we navigate artificial intelligence.You’ve seen the AI overviews show up before Google search results. You’ve heard the noise "AI is coming for your job." But here’s the kicker: whether you believe it will or won’t, you’re probably right.What we explore in this episode is the why behind that statement, and more importantly, what you can do about it.If you’re someone who’s wondering how to adapt, how to lead, how to stay relevant—or heck, even how to start thinking about AI in a way that serves you and your team—this one’s for you. - - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted ads that convert. They also help integrate marketing with internal operations for optimal results, and unparalleled growth.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook

We’re throwing it back to one of the most practical and actionable episodes of MC on the Mic—and for good reason. This strategy is so simple, it almost feels too good to be true. But it's exactly the kind of innovative (not inventive) move that the top 1% in sales and service swear by.In this solo episode, I break down a three-step framework that anyone—yes, even if you're not in sales—can use to stand out, build trust, and dominate your market. No budget increase, no fancy tools, no permission slips needed. Just your brain, your phone, and about 10 minutes a day.Here’s what we cover:Why innovation isn’t about inventing something new, and what that really means for your careerA Facebook groups strategy so human and so obvious, your competitors will never think to use itThe step-by-step for becoming the go-to person in your community, even if you’ve never posted online beforeHow to create real-world value in an industry that often gets stuck in the "sell, sell, sell" loopAnd hey, I get it. Everyone wants the secret sauce. We want the next big hack. But sometimes, the most powerful move isn’t in a webinar or paid ad—it’s in showing up where people already are and being genuinely helpful.So, if you’ve ever found yourself saying, “How do I get more leads without throwing more money at ads?”—this episode is your answer.- - - This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted ads that convert. They also help integrate marketing with internal operations for optimal results, and unparalleled growth.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook

In this episode, my guest is Gary Graves,  the kind of guy who can build a SaaS platform by day and grade a dirt road by night. One foot in the tech world, the other in the real one. Equal parts futurist and hands-on problem solver, he's spent years collecting and analyzing the conversations dealerships have with their customers—and the insights he’s uncovered are eye-opening. We first aired this episode a while back, but honestly, it’s been aging so well we figured more people needed to hear it. The insights are still sharp, the stories still hit, and the timing feels just right.Gary and I talk about what really happens on the other end of a dealership’s phone line—and what those conversations reveal about how we treat customers. You’ll hear why most CRMs still misunderstand the role of a phone call, how IVRs might be silently costing you business, and what dealers can do today to build actual loyalty—not just repeat transactions.One of the things I love about this conversation is how practical it is. Gary doesn’t talk in circles. He breaks down what the data shows, what dealerships keep missing, and what it actually looks like to build a culture where customers want to come back.If you’ve ever wondered why your customers don’t call back, or why some reviews sting more than others, this episode is worth your time.- - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook

In this episode, my guest is David Pulla, President of Dynamic Tire, one of Canada’s largest tire distributors. We dive into a part of the business that most dealers overlook—tires—and explore how they’re not just rubber on a rim, but one of the most practical tools for increasing retention, profitability, and service traffic.We talk about how dealers can rethink their parts and service strategy, use data to move inventory smarter, and turn something as simple as a tire rotation into a reason customers come back again and again. David also shares what the rise of EVs means for the tire industry and the surprising ways innovation is showing up in a category that most of us don’t give a second thought to.If you’ve ever said “tires aren’t my thing” or “it’s not worth the time,” this episode might just change your mind.- - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook

In this episode I’m joined by Arthur J. Madjarian, a guy who’s been neck-deep in retail automotive, pivoted into mergers & acquisitions, and now helps dealer groups grow, exit, and scale smart. If you’ve ever wondered how M&A works in the auto industry, or whether dealership ownership is still worth chasing in 2025, this is your episode.Arthur talks about real-life strategy, timing, red flags to avoid, and why culture and “friendly money” might just be the most underrated forces in any deal.We also dive into:The real reasons why some people are leaning into dealership ownership right now (despite the noise)Why smart buyers are more selective than ever—and what they’re actually looking forThe risks of skipping estate planning before a saleWhat it takes to become a minority partner in a store, and how to prepareThe future of real estate in automotive retail and how it could change everythingWhy culture fit isn’t just fluffy talk—it’s tied to profit and survivalIf you’re thinking about expanding, selling, or even just getting into the business, Arthur gives the kind of candid insight that only comes from living it. - - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook

In this episode, my guest is Colin Carrasquillo, Digital Marketing Manager at Nielsen Auto Group.We’re diving into some of the real challenges and solutions that most dealers are thinking about but rarely talk about out loud.We talk about what it actually looks like to get your vendor partners working together instead of pulling in different directions. Colin shares how he’s doing this at scale across 14 rooftops and why it’s changing the game for their group.We also get into why most dealers are still chasing the wrong SEO strategy in 2025 and what really matters now if you want to show up where your customers are actually searching.You’ll learn:A practical way to hold your vendors accountable (without blowing up the relationship)Why internal communication might be the thing holding your dealership backHow thinking beyond low-funnel keywords will give you a serious edge in your marketWhy building better human connections inside your store leads to better marketing outside of itThis conversation is packed with useful ideas you can take back to your store, and it’ll definitely make you rethink how you approach your partnerships and marketing.- - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook

In this episode, my guest is Sam Maimone from Activix, and we’re diving into a part of the car business that most people think they’ve figured out—but really haven’t: CRM.We talk about why most CRM setups are missing the mark and why buying more leads won’t solve the real problem. Sam shares what he’s seeing inside hundreds of dealerships and the small shifts that can completely change how your CRM performs. We also explore why skipping proper discovery can cost you, and what a good CRM process actually looks like when the people, the process, and the tech finally click.Sam’s story is packed with hard-earned lessons—from DJ booths to dealership desks to the corporate world and back. This is a real conversation about what works, what doesn't, and how to spot the difference.If you’ve ever wondered:Why your CRM feels like a to-do list instead of a growth toolWhat it actually takes to get your team to buy inWhy speed matters in lead handling more than ever...you’re going to want to lean in for this one.- - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook

In this episode, my guest is Nicole Dolphin, Retail Development Manager at Groupe Touchette, and we’re digging into the part of the dealership that doesn’t always get its fair share of attention—Fixed Ops.Nicole shares how the service department isn’t just about oil changes and tires. It’s a relationship hub. It’s where trust is built (or lost). It’s often the reason someone decides to buy their next vehicle from you—or not.We talk about how dealerships can better introduce customers to the service side before problems happen, what most teams get wrong about customer handoffs, and how to make your fixed department feel less intimidating for first-time visitors. Nicole also shares her journey from receptionist to parts manager in luxury stores and what she learned about emotional intelligence, leadership, and navigating a male-dominated industry.If you’re trying to figure out:How to actually retain customers long-termWhat emotional intelligence has to do with customer loyaltyHow to develop your people without micromanaging themWhy knowing where to park can make or break a customer’s trust......you’ll want to hear this one all the way through.- - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook

In this episode, my guest is Jill Schulman, USMC veteran, leadership coach, and author of The Bravery Effect.We dig into the surprising role that bravery plays in building high-performing cultures—not just in the military, but in dealerships, teams, and even our personal lives.Jill shares the science behind why playing it safe actually leads to burnout, anxiety, and unhappiness, and how the most fulfilled, successful people have something in common: they’ve learned how to build bravery like a muscle.We talk about:What holds people back from going after what they really wantWhy “positive vibes only” doesn’t actually lead to happinessHow to teach your team to want accountability, not run from itWhat it takes to lead yourself before you try to lead othersAnd how leaders can create an environment where performance and wellbeing grow togetherYou’ll also hear practical tools—backed by real research—that Jill uses with Fortune 500 companies to help people take bold action, stay mentally strong, and avoid what she calls the “comfort trap.”If you’ve ever felt like you were capable of more but couldn’t get past the fear, or if you're in leadership and want to help your team do hard things without burning out, this episode’s going to give you some serious perspective.- - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook

In this episode, my guest is Alan Dickie, President - www.AlanDickie.com and a returning DPB alum.Alan’s one of those guys who doesn’t just talk about success—he breaks it down to the bone. In this conversation, we explore what he calls the “laws” that make success predictable in life and business.We talk about why most salespeople stay stuck selling 8–12 cars a month while a few are pulling in 30+. It’s not about personality. It’s not about luck. It’s about understanding how human behavior works and knowing what laws to follow to create momentum.You’ll also hear:How to break out of the “employee mindset” that’s holding you backWhat selfishness has to do with better service and more salesWhy ignorance always feels like anxiety (and how to fix that)What Dollarama can teach you about value-based sellingAnd how success really is just about following the right laws—every timeIf you’ve ever found yourself thinking “I’m doing the work but not seeing the results,” this episode will shift how you think about performance, money, and personal growth.This isn’t about motivation. It’s about awareness. And Alan doesn’t hold back.- - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook

In this episode of The Dealer Playbook, I sit down with Matt VanDyke, President of Shift Digital, to unpack some of the most pressing—and overlooked—topics in automotive marketing right now. From mobile-first lead strategies to AI-powered insights, Matt brings a rare, high-altitude perspective that cuts through the fluff and actually makes sense of what’s happening in the trenches.We talk about:Why phone calls and text messaging are quietly dominating lead conversionsHow to rethink click-to-call and ditch the outdated obsession with form submissionsThe $30 out of every $100 you’re losing due to poor website performance (yes, it’s that bad)The AI conversation everyone’s having—but few are applying correctlyWhy accountability isn’t a buzzword—it’s the hidden driver of innovationMatt also drops a sobering stat: fewer than 1% of dealer websites in North America pass Google’s Core Web Vitals. Which means most are unintentionally sabotaging their own ad budgets. If you’re tired of wasting money, or just want to know where the puck is really heading, this conversation is a must-listen.Whether you're running a store, managing an OEM program, or working at an agency, there’s something in here that’ll shift how you think about performance.- - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook

In this episode, my guest is Barry Hillier, co-founder of Auto Agentic A.I. and someone I’ve known and respected for years. Barry’s got a deep background in SaaS and marketing, and he’s one of those rare people who can make complex tech make sense—and more importantly, make it useful.We talk about what AI actually means for dealerships, business owners, and people in general—not in the theoretical sense, but in the “what should I be doing about this right now?” kind of way.Here’s a glimpse of what you’ll get from this conversation:How AI can make you better at your job instead of taking itWhat dealerships need to know before jumping into AI toolsWhy people with strong emotional intelligence (EQ) might be more valuable than everHow AI changes the way we train, learn, and lead teamsWhat this all means for the next generation—including your kidsBarry also shares how he fell into building tech solutions for the auto industry, what he’s learned from saying “yes” before knowing how, and why we’re just scratching the surface of how AI can elevate human potential.If you're a dealer, leader, entrepreneur—or just someone trying to figure out where you fit in this next chapter—this one’s worth a listen. The ideas we explore could shift the way you think about tech, talent, and your future.- - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook

In this episode, my guest is Jacqui Barker, Global OEM Strategy Director at Keyloop, joining me from the floor of the Toronto International Auto Show.We get into the real stuff—the behind-the-scenes friction points in today’s car buying journey and what needs to change now if dealerships want to stay relevant in a world of evolving tech and rising customer expectations, and let me tell you—this conversation will challenge how you see digital retailing, data integration, and the customer experience in automotive.This one’s a must-listen if you’re serious about evolving your dealership experience with purpose (not panic). - - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook