The Dealer Playbook
The Dealer Playbook is a podcast for automotive professionals, hosted by Michael Cirillo. Now in its 12th year, it features conversations with dealers, operators, and leaders in the automotive industry. The show focuses on building a career and running a successful dealership. New episodes are released weekly.
Episodes
“My Team Will Adapt at the Drop of a Dime” — The GM Playbook for Leading When You Don’t Have All the Answers | Charlie Spradlin, GM Art Moehn Auto Group
There's a moment in this conversation where Charlie Spradlin says something most GMs would never admit out loud, and it's the reason his multi-rooftop dealer group keeps adapting faster than everyone else around him. He's not running things the way you'd expect for someone breaking records the way he is. This episode gets into how he actually leads his team through constant market
"There is money to be made" — Unlocking Profit in the Used EV Market — Ryan Osten, Co-Founder & CEO at Lyteflo
Is your dealership struggling to move used EVs while your competitors are banking big? It's time to stop letting inventory sit and start capitalizing on the massive opportunity in the pre-owned electric vehicle market.In this episode with Lyteflo Co-Founder and CEO Ryan Osten, you'll discover:Why used EVs are consistently delivering up to $5,000 in total gross profit per unit.The critical
"The middle ground" — How Smart Dealers Use AI Beyond Hype or Fear | Michael Cirillo, CEO at FlexDealer
Are the "AI zealots" and "AI doomsayers" clouding your judgment about what artificial intelligence actually means for your automotive retail business? It’s time to move beyond the hype and fear and discover the practical, actionable ways AI can elevate your dealership and refocus your team on what truly matters: human connection.What you will get from this episode:- Understand how AI can free up t
"Inventory as a Catalyst" — Why Inventory Is Still Your Most Overlooked Lever | Dan Collingridge, CTO At Flex Dealer
Are you still relying on outdated inventory practices that drain your profits and time? Many general managers and dealer principals dismiss inventory operations as "not super exciting problems," yet these foundational issues are costing your dealership hundreds of thousands in wasted ad spend and lost sales opportunities. It's time to stop the bleed and optimize where it matters most
"$400 A Transaction" — Boosting F&i Profit With Data-driven AI | Adam Marburger, CEO at Ascent Dealer Services
In this episode, automotive F&I expert Adam Marburger reveals how leveraging data and accountability is generating a nearly $400 lift in F&I PDR per transaction for dealerships. Discover how top-performing dealers aren't chasing the next shiny object, but instead focusing on human capital and systematic processes to protect and grow their bottom line.What you will get from this episode
"The Gap Is Widening" — Predicting WHO Wins And Loses In Today's Auto Market | Glenn Lundy, President 800% Elite Auto
In today's rapidly changing automotive retail landscape, are you positioning your dealership for unprecedented growth or an inevitable decline? Many long-standing car dealerships are facing a market that’s poised to create a “bloodbath for many,” while simultaneously launching others to unprecedented success. The question isn't 'if' the market will change, but whether you're re
"Billion Miles of Data" — How AI Finds Hidden Profit In A Flat Market | Greg Uland, VP of Marketing, The Reynolds and Reynolds
Are you leaving money on the table in a flat market? While some see limited growth, others are leveraging technology to find profitability others miss. The key isn't working harder, it's working smarter.In this episode, Greg Uland, VP of Marketing at The Reynolds and Reynolds, reveals how unified data and AI can transform your dealership's operational efficiency. He breaks down how AI goes far bey
"Own your backyard" - The Fastest Way to Increase ROI In Your Dealership | Troy Spring, Founder Dealer World
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 a
"Choose hard" — Finding Your Edge in Automotive Retail | David Spisak, Founder and CEO of DGS
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
"Wearing the story" — Marketing cars through authentic connection | Paul J Daly, Founder/CEO ASOTU
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
"Brand Safety" — Why Your TikTok Guy is Costing Your Dealership | Exec Dir. of Marketing, Murgado Automotive
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 dealers
"8 Hours To 2 Minutes" — The Response Time Fix That Sold More Cars Across 100 Dealerships | Paul de Vries, Founder DCDW
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 connec
"Human in the loop" — Why AI needs organic intelligence in your dealership | Mackenzie Wiltrout, Stream Companies
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
"Guaranteed human" — How AI makes connection critical | Joey Zanetis, EVP iHeart Media Automotive
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 us
"Doesn't mean goodbye" — Recapturing "lost" customers through fixed operations | Kristine Lentz, Urban Science
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
“The Great Train Wreck”: How Affordability and a Broken Process Are Costing Dealers the Sale | Matt Lasher, Streamline Auto
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
"Stop Blaming Marketing": The Digital Mistake Costing Dealers Growth | Ashley Cavazos, NCM Associates
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 some
"It's Like a Wingman": The Sales Intelligence Tool Closing the Gap Between Your Worst and Best Reps | Jay Ku, Founder of HeyGreenlight
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
“You’re Getting the Diluted Version”: How Dealers Are Being Underserved by Their Own Ad Vendors | Subi Ghosh, EVP Partnerships at fullthrottle.ai
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 wh
“We Built an AI Department” - Why Dealers Need a Real AI Strategy Anyway | Jeff Swickard, President/CEO of Swickard Auto Group
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
"Win the Top-of-Mind Battle" - Why Most Salespeople Never Get Remembered | Charles Cannon, GM at BMW West Houston
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 ever
"Sold 300+ Used Cars" - This ford store cracked the used car game | Rob Ruth, President - Bob Ruth Ford
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
"The Sir Walter Way" - How a 100-Year Dealership Stays Nimble (and Grows) in a Modern Market | Matt Birkhead, Dealer Principal at Sir Walter Chevrolet
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-fir
"Design is an operating system" - How Architecture Shapes Sales, Service, and Culture | Josh Keough, Gensler
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 e
"A 2025 Year in Review" - The Real Lessons of 2025 and Why 2026 Demands More
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 shi
"Kickstart Your Wealth Engine" - How a Kia GM Built $10M in Real Estate While Running a Store | Tustin Ulrich, GM at Roper Kia
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 foc
"The ‘Pull, Not Push’ Strategy" - How Authentic Community Investment Drives Real Store Traffic | Ashley Brockhurst, Charlesglen Toyota
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 le
“Hospitality First” — The Signature 2.0 Experience That’s Changing How Guests Buy Cars | JB Burnett, GM at Preston Auto | Multi-Store Operator
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 m
"Viral for the Right Reasons" - What Dealers Can Learn from Lange & Fetter’s Social Media Strategy | Noella Salter, Marketing Manager at Lange & Fetter Ford
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’
“Every Crisis Is Free Profit” — How to Turn Disruption in the Industry Into Opportunity | Nir Bashan, founder of The Creator Mindset
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
“Use the Equity, Not the Gut” Where the Data Says Your Car Will Sell Next | Yolanda Biswah, President of Canadian Black Book (CBB)
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 bre
“Luxury Isn’t About Price” How to Deliver Premium Experiences That Raise Gross | Marion Cain, Founder of ACE & Creator of Kharisma Mastery
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, with
“Extremes Get Clicks”: What 3,000 Pros Just Told Us About AI vs. Google | Marcus Sheridan, Author of Endless Customers | Ep. 684
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
“Curiosity Beats Fear Every Time”: How Dealers Are Future-Proofing Their Teams for AI and Electrification | Sebrina Westbrooke, Program Manager at Georgian College | Ep. 683
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
Alex Lawrence: The Playbook for Selling EVs in a Volatile Market | Car Sales | Ep. 682
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
Tara Willis: How to Build a Culture That Sells Cars | Car Sales | Ep. 681
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 voi
Jean-Pierre Lacroix: The Most Underrated Tool For Selling More Cars | Car Sales | Ep 680
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
Brad Gelber: How New York’s Largest Auto Group Dominates Social Media | Car Sales | Ep. 679
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
Michael Cirillo: The Biggest Problem In Retail Auto and How To Solve It | Leadership | Ep. 678
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 wall
Jimmy Douglas: Why 49% of Car Dealers Struggle to Sell EVs | Car Sales | Ep.677
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 st
Ondar Tarlow: Activate More Car Buyers with VIP Events | Car Sales | Ep. 676
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 memora
Shasta Haddock: How to Convert Social Media Leads Into Car Sales | Business Development | Ep. 675
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.
Janis Showers: The Most Overlooked Profit Center in Your Dealership | BDC | Ep. 674
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 wh
Ep. 673 - Why Your Dealership Experience Is Worth More Than You Think, with Megan McDowell
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 peop
Ep. 672 - If you believe AI will replace your job… you’re right
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 i
Ep. 671 - The Secret Car Sales Strategy Your Competitors Don't Know About
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
Ep. 670 - GET OUT of the Customer's Way, for crying out loud! with Gary Graves
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
Ep. 669 - Why Tires Might Be Your Dealership’s Most Overlooked Goldmine, with David Pulla
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,
Ep. 668 - Should You Buy a Dealership in 2025? with Arthur J Madjarian
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 fl
Ep. 667 - The New Rules of SEO for Car Dealers in 2025, with Colin Carrasquillo
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 ac
Ep. 666 - What Most Dealerships Gets Wrong About CRM, with Sam Maimone
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 CR
Ep. 665 - Why Fixed Ops Isn’t Back-End—It’s the Backbone, with Nicole Dolphin
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 n
Ep. 664 - How to Create a High-Performance Dealership Culture, with Jill Schulman
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 f
Ep. 663 - The Laws That Top Performers in Retail Auto Obey, with Alan Dickie
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
Ep. 662 - AI, Accountability, and the $30 Leak in Your Marketing, with Matt VanDyke
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:Wh
Ep. 661 - What Agentic AI Means for the Future of Automotive Retail, with Barry Hillier
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
Ep. 660 - How To Turn Friction Points Into Profit Centers, with Jacqui Barker
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 co
Ep. 659 - Expanding Your Dealership’s Revenue Stream, with Shahin Alizadeh
In this episode, my guest is Shahin Alizadeh, President and CEO of Downtown Auto Group – a powerhouse in the automotive and real estate industries. Shahin has redefined what a dealership can be, transforming a small, struggling lot to then developing a leading edge Auto ComplexBut this isn’t just another dealership success story. Shahin dives deep into how he leveraged prime real estate to create
Ep. 658 - Lessons in Influence from One of Canada's Most Respected Leaders, with Agnes Di Leonardi
My guest in this episode is Agnes Di Leonardi — an automotive executive, a lawyer, and one of the few recipients of the prestigious Order of Canada for her contributions to the industry. With over 30 years of experience across companies like Ford, Mazda, and Sym Tech Dealer Services, Agnes brings a wealth of knowledge about leadership, inclusion, and the evolution of the auto business.In this epis
Ep. 657 - Human First, AI Fast: The New Sales Formula, with Kyle Mountsier
In this episode I’m hanging out in person with my good friend Kyle Mountsier—COO at ASOTU (Automotive State of the Union), we talk about everything from AI implementation in dealerships to the real reason human connection is the most valuable currency in retail auto.We’re recording this one in person from New York City, floor-sitting style (yep, you read that right)—and it’s one of the most candid
Ep. 656 - Avoid This Mistake, Unlock Customer Loyalty, with Christine Mitchell
In this episode, my guest is Christine Mitchell—aka The Car Lady— founder of The Car Lady Canada, and we talk about what it really takes to build dealership loyalty, elevate women in automotive, and create a culture that actually sticks.Christine’s been in the car business since she was 16—and what started as a gig in the lube lane turned into a national movement that’s helping dealers across the
Ep. 655 - How to create a Culture that delivers the Brand Promise, with Edwin Frizzell
In this episode, my guest is Edwin Frizzell, Regional Vice President and General Manager at the legendary Fairmont Royal York, and we’re talking about what it really takes to create unforgettable guest experiences, build strong internal culture, and lead with purpose in fast-paced, high-expectation environments.Edwin shared a real-world example of how a single gesture at a car dealership completel
Ep. 654 - What the Top 1% of Dealers Are Doing Differently on Social Media, With Miranda Pyette
In this episode, my guest is Miranda Pyette, founder of Purpose Automotive and one of the sharpest minds in the game when it comes to dealership social strategy.She’s been in the trenches. From hustling newspaper ads to helping dealers make the massive leap from print to digital. Now, she’s leading a powerhouse team of women helping dealerships across Canada crush it on platforms like TikTok, Inst
Ep. 653 - The Hidden Influence of Retail Spaces on Customer Behavior, with Omar Gandhi
In this episode, my guest is Omar Gandhi, founder of Omar Gandhi Architects (OG) and the architectural genius behind Audi Haus.Omar’s firm, Omar Gandhi Architects, has built a reputation for creating spaces that do more than just exist—they make people feel something. And as it turns out, when people feel something, they’re more likely to engage, connect, and even buy.In this episode, we talk abou
Ep. 652 - The #1 Mindset Shift That Will Transform Your Dealership’s Success, with Nick Askew
In this episode, my guest is Nick Askew, CEO of Space Auto— a guy who went from composing music to selling cars to building game-changing tech for dealerships. Yeah, you read that right. His journey proves that creativity, sales, and innovation are more connected than we think—and that fresh thinking might be exactly what the auto biz needs right now.Nick and I dive into the good stuff—big ideas,
Ep. 651 - From Bank Robber to Car Sales Master, with Luke Lunkenheimer
In this episode, my guest is Luke Lunkenheimer, the President of Paid to Persuade, and let’s just say… his road to success wasn’t exactly a straight line. Before becoming a persuasion expert and sitting at the table with guys like Tai Lopez and Brad Lea, Luke took a few, uh… detours but we’ll get to that. But here’s the crazy part—his past is exactly what shaped him into the sales and leadership e
Ep. 650 - Remembering Jim “Alpha Dawg” Ziegler
In this special episode, I pay tribute to my friend and industry icon, Jim "The Alpha Dawg" Ziegler. If you’ve been in the car business for more than five minutes, you probably know his name—or at the very least, you’ve heard his unmistakable voice calling it like it is. Jim was one of a kind, and his impact on the industry, and on me personally, is something I won’t soon forget. And
Ep. 649 - The Ultimate Customer Magnet for Dealerships, with John Dwyer
In this episode, my guest is John Dwyer—a marketing enigma known for crafting “way-outside-the-box” customer attraction strategies.John is the brains behind campaigns that have turned entire industries on their heads. He’s the guy who got Jerry Seinfeld out of retirement for an ad campaign (seriously, who does that?!), and he’s been helping businesses attract customers like a magnet without ever r
Ep. 648 - How New York’s Largest Auto Group Dominates Social Media, with Brad Gelber
In this episode, my guest is Bradley Gelber—the digital media and content marketing mastermind at West Herr Auto Group, the largest privately-owned dealer group in New York.Now, let me ask you something… Does your dealership’s online presence actually stand out? Or are you just another brand blending into the endless scroll of sameness?Here’s the brutal truth: Most dealerships treat social media l
Ep. 647 - How to Tap Into the Multi-Billion Dollar Spanish Car Market, with Chance Mayfield
In this episode, my guest is Chance Mayfield, founder of Carfluent - we sit down to talk about how dealerships can better connect with Spanish-speaking buyers, create a seamless customer experience, and ultimately drive more sales.Here’s the deal… The Spanish-speaking car market in the U.S. is MASSIVE yet it remains one of the most underserved consumer groups in the auto industry. Dealers are eith
Ep. 646 - How to Keep Your Inventory Clean, with Brian Kramer
In this episode, my guest is Brian Kramer, EVP of Dealer Growth & Success at Cars Commerce. Brian has a unique perspective—he’s got eyes on thousands of dealerships, millions of VDPs, and the real numbers behind what’s working (and what’s not). We dive into some game-changing insights about how dealers can stop guessing and start measuring their online road to the sale, fix inventory inefficie
Wait, Where'd The Tariffs Go?!?
Tariffs. Chaos. Panic. The sky is falling! Or… is it?If you’ve been anywhere near the news lately, you’ve seen the headlines. “Tariffs are coming! Businesses are doomed!” And yeah, for a hot minute, it looked like we were in for a wild ride. But then—mid-recording, literally while the cameras were rolling—everything changed. The news flipped. No tariffs (for now). Just like that.And that right the
Ep. 645 - Authenticity Sells: Turn Real Stories into Profitable Ads, with Justin Friend
In this episode, my guest is Justin Friend, Senior VP at Dealers United; today, we’re going to talk about why social media is one of the most powerful yet underutilized tools for dealerships looking to sell more cars. Think about it. If a customer walks into your showroom and feels like they know your team before they even shake your hand, the sale is already halfway done. And that’s exactly what
Day 2: NADA Recap (Efficiency)
Today’s recap is comin’ at you straight from the iconic Sazerac House in New Orleans—a legendary spot where the ASOTU More Than Cars party went down last night. (If you missed it, let’s just say the energy was off the charts)But let’s talk about what went down on the trade show floor today because that’s where the magic happened.The theme of the day? Efficiency.Dealers are looking at 2024 as a re
Day 1: NADA Recap
Day 1 of NADA unfolded in “interesting” circumstances. Delayed shipments, stranded attendees, and a city adjusting to unexpected weather could have derailed everything. But this industry proved once again that resilience is in its DNA. If Day 1 taught us anything, it’s this:We’re tougher than we give ourselves credit for, and when faced with challenges, we find solutions. The show must go on—and i
Ep. 644 - Are EVs For Everyone? With Elena Ciccotelli
In this episode, my guest is Elena Ciccotelli, founder of the EVs for Everyone Podcast, and we’re diving into one of the hottest topics in automotive right now "EVs"We dive into the heart of the EV debate, covering everything from the real challenges facing dealerships to the massive opportunities sitting right under their noses. We talk about the questions you’re probably already think
Ep. 643 - The $100 Mistake Your Dealership Keeps Making, With Kyle Disher
In this episode, I sit down with Kyle Disher, CEO of RevDojo, to peel back the layers on one of the most overlooked, yet game-changing aspects of the automotive industry: hiring, training, and accountability.Kyle's seen it all—over a decade of dealership mystery shops, thousands of hires, and countless training sessions. Together, we uncover what separates dealerships that thrive from those s
Ep. 642 - How to Actually Sell Cars On Social Media, With Robin Wilson
In this episode my guest is Robin Wilson, founder of Social Grenade, we’re diving deep into the messy, weird, and wonderful world of social media for car dealerships—what works, what flops, and how to stop posting inventory photos like you’re running a 2003 Craigslist ad.If you’ve ever wondered:“Are we posting too much… or not enough?”“Why aren’t we getting engagement on our posts?”“Is TikTok even
Ep. 641 - Smart Dealerships Are Winning More with AI Says Maarten Bekkers
If you hear the word “AI” and immediately picture a clunky chatbot throwing out robotic answers like “I’m sorry, Dave, I can’t do that”—you’re in for a wake-up call.In this episode of The Dealer Playbook, I sit down with Maarten Bekkers, the founder of AutoChat, to break down how AI is so much more than a fancy Q&A bot on your website. Oh, and if you’re still chasing endless leads like a golde
Ep. 640 - How AI and Google Are Shaping Dealership Success With Dave Spannhake
Welcome back to The Dealer Playbook Podcast! Today, we’re diving into a conversation that’s been setting the internet on fire: Is AI spelling the end of Google as we know it?I’ve brought in my friend and digital marketing expert, Dave Spannhake from Reunion Marketing, to help us cut through the noise, separate fact from fiction, and give you a clear picture of what’s really happening in the world
