{"version":"1.0.0","episode":{"title":"Car Dealers Claim He Wastes Their Time And Makes Them Look Bad! - Tomi Mikula Of Delivrd","url":"http://getcarcurious.com/episodes/car-dealers-claim-he-wastes-their-time-and-makes-them-look-bad-tomi-mikula-of-delivrd","audioUrl":"https://www.buzzsprout.com/2556081/episodes/18737286-car-dealers-claim-he-wastes-their-time-and-makes-them-look-bad-tomi-mikula-of-delivrd.mp3","description":"Season 2 of The Doug Horner Show is Here! Tomi Mikula of  @Delivrd  is hated by car dealerships around the country.. But is that because he makes them look bad, or they are exposing bad behavior to thousands of people at a time?Hosted by Doug Horner, General Sales Manager at Mercedes-Benz of North Olmsted and a rising voice in automotive social media, this new podcast brings a transparent, high-energy perspective to dealership operations, leadership, and digital engagement. Known online as  @BenzsandBowTies  he has amassed 500K+ followers and 25MM+ viewers monthly across his channels where he often blends humor into content resonating with agents, operators, and customers alike with authenticity and real-world dealership insights. \"We all are consuming social media all day long every day,” Horner shared in a recent Car Dealership Guy interview. “If everyone is doing this all day long, then that's where we need to be.” The Doug Horner Show dives into what drives dealership success today through candid conversations with respected industry leaders, performance coaches and digital creators shaping modern automotive culture. About Doug HornerDoug Horner is General Sales Manager at luxury dealership, Mercedes-Benz North Olmsted, and the creator of @BenzsandBowties, a brand centered on real dealership culture and leadership perspective, and the joy of the work, as an auto industry influencer.About CallRevu CallRevu is the leading communication intelligence platform built for automotive retail—empowering dealerships to take control of every conversation, from the first ring to the final result. Our holistic solution combines an automotive-specific hosted phone system, call monitoring, performance training, and reputation management­–fueled by AI-powered analytics that turn every customer interaction into actional intelligence. Founded in a dealership in 2008, CallRevu was created by the industry, for the industry to drive revenue, improve performance, and deliver exceptional customer experiences. Learn more at www.CallRevu.com"},"annotations":[{"startTime":159.1,"endTime":162.2,"type":"term","title":"add-ons","url":"/glossary/add-ons","quote":"...the price of the car, the trade, the add-ons, the accessories. The idea behind it is you get to just skip the dealership experience","canonicalId":"term:add-ons","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Add-ons refer to optional products or services that can be purchased along with a car, such as extended warranties, paint protection, or upgraded floor mats. They often increase the final price of the vehicle but may provide additional benefits or protection.","simplifiedExplanation":"Add-ons are extra things you can buy when you get a car, like special covers or extra protection. They cost more money but can help keep your car nice."}},{"startTime":965.0,"endTime":965.5,"type":"term","title":"gap insurance","url":"/glossary/gap-insurance","quote":"[965.0s]  What is gap insurance?","canonicalId":"term:gap-insurance","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Gap insurance is a type of car insurance coverage that pays the difference between the actual cash value of a vehicle and the balance still owed on the financing or lease if the car is totaled or stolen.","simplifiedExplanation":"Gap insurance helps pay off your car loan if your car is damaged or stolen and the insurance company doesn't cover the full amount you owe."}},{"startTime":1104.5,"endTime":1108.9,"type":"concept","title":"shopping phase","url":"/glossary/shopping-phase","quote":"our client was referral, this was when they were in what we call the, the shopping phase, right? They were still trying to find a car.","canonicalId":"concept:shopping-phase","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The shopping phase refers to the stage in the car buying process where potential buyers are actively searching for and considering different cars to purchase.","simplifiedExplanation":"The shopping phase is when someone is looking around to find the right car to buy but hasn't decided yet."}},{"startTime":1114.7,"endTime":1122.46,"type":"concept","title":"car buying","url":"/glossary/car-buying","quote":"when people are looking for car buying, they're looking for car buying, which normally means they've already found the car and now all of a sudden they're looking for advice on how to get a good deal.","canonicalId":"concept:car-buying","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Car buying is the process of researching, selecting, and purchasing a vehicle, often involving stages like finding the right model, negotiating price, and securing financing.","simplifiedExplanation":"Car buying means looking for and getting a car, including picking which one and paying for it."}},{"startTime":1191.8,"endTime":1214.8,"type":"brand","title":"Mercedes-Benz","url":"/glossary/mercedes-benz-2da6bee1-2c59-4e63-8ca8-f0d3c6600182","quote":"I want a Grand Highlander, I want a Mercedes Benz, um, G a G wagon, I want whatever that is.","canonicalId":"brand:mercedes-benz-2da6bee1-2c59-4e63-8ca8-f0d3c6600182","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Mercedes-Benz is a German luxury car manufacturer known for premium vehicles ranging from sedans to SUVs and sports cars.","simplifiedExplanation":"Mercedes-Benz makes fancy cars that are comfortable and have lots of features. They come from Germany."}},{"startTime":1191.82,"endTime":1195.84,"type":"car","title":"Toyota Grand Highlander","url":"/cars/toyota/grand-highlander","image":"https://upload.wikimedia.org/wikipedia/commons/6/66/2024_Toyota_Grand_Highlander_XLE_AWD_in_Blueprint%2C_Front_Right%2C_09-10-2023.jpg","quote":"where the people that know I want a Grand Highlander, I want a Mercedes Benz,","canonicalId":"car:toyota:grand-highlander","priority":0.5,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The Toyota Grand Highlander is a larger, three-row SUV variant of the Toyota Highlander, offering more space and luxury features aimed at families needing extra room.","simplifiedExplanation":"The Toyota Grand Highlander is a big SUV that can fit more people and stuff than the regular Highlander. It's good if you want a roomy family car.","imageAttribution":"Elise240SX (CC BY-SA 4.0)"}},{"startTime":1195.84,"endTime":1199.36,"type":"car","title":"G-Class G Wagon","url":"/cars/mercedes-benz/g-class","image":"https://upload.wikimedia.org/wikipedia/commons/1/14/MERCEDES-BENZ_G-CLASS_%28W463%29_China.jpg","quote":"I want a Mercedes Benz, um, G a G wagon,","canonicalId":"car:mercedes-benz:g-class","priority":0.5,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The Mercedes-Benz G-Class, often called the G-Wagon, is a luxury off-road SUV known for its boxy shape, strong off-road capabilities, and high-end interior.","simplifiedExplanation":"The Mercedes-Benz G-Class is a fancy SUV that looks boxy and can drive off-road very well. Many people like it for its style and comfort.","imageAttribution":"Dinkun Chen (CC BY-SA 4.0)"}},{"startTime":1211.9,"endTime":1214.8,"type":"brand","title":"BMW","url":"/glossary/bmw","quote":"they now want to see the pricing on the BMW.","canonicalId":"brand:bmw","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"BMW is a German automaker known for sporty and luxury vehicles, including sedans, SUVs, and performance cars.","simplifiedExplanation":"BMW is a car company from Germany that makes cars that are fun to drive and look nice."}},{"startTime":1280.1,"endTime":1298.7,"type":"term","title":"fixated on the car","url":"/glossary/fixated-on-the-car","quote":"\"...they get fixated on the car and now they are married to whoever that dealer is...\"","canonicalId":"term:fixated-on-the-car","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Being fixated on the car means focusing too much on a specific vehicle model or unit, which can lead to poor buying decisions such as ignoring better deals or unfavorable dealer practices.","simplifiedExplanation":"If you only want one specific car and don’t look at other options, you might miss better deals or get tricked by the seller."}},{"startTime":1323.98,"endTime":1327.84,"type":"car","title":"Toyota RAV4","url":"/cars/toyota/rav4","image":"https://upload.wikimedia.org/wikipedia/commons/5/5b/2021_Toyota_RAV4_PHV.jpg","quote":"...nsparent about it.  This is exactly why, like two RAV4s that are both blue.  I want to, like I have to sl...","canonicalId":"car:toyota:rav4","priority":0.5,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The Toyota RAV4 is a compact crossover SUV that has gained popularity for its reliability, fuel efficiency, and practicality. It's often referenced in discussions about popular SUVs due to its widespread use and variety of trims, including hybrid options. The mention of two blue RAV4s likely relates to choices in customization or model differentiation.","simplifiedExplanation":"The Toyota RAV4 is a small SUV that many people like because it doesn't use too much gas and is very dependable. It's good for families and everyday driving. Talking about two blue RAV4s means people sometimes compare similar cars to decide which one they want.","imageAttribution":"TTTNIS (CC0)"}},{"startTime":1371.9,"endTime":1372.5,"type":"car","title":"Lexus GX 550","url":"/cars/lexus/gx","image":"https://upload.wikimedia.org/wikipedia/commons/b/b4/LEXUS_GX_%28J150%29_China.jpg","quote":"But your RAV4s, your Grand Highlanders, your GX550s that everybody says are rare.","canonicalId":"car:lexus:gx","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The Lexus GX 550 is a luxury midsize SUV known for its off-road capability and refined interior, part of Lexus's GX series.","simplifiedExplanation":"The Lexus GX 550 is a fancy SUV that can go off-road and has a nice inside for comfort.","imageAttribution":"Dinkun Chen (CC BY-SA 4.0)"}},{"startTime":1463.8,"endTime":1467.9,"type":"concept","title":"lead","url":"/glossary/lead","quote":"So if I'm calling you, there's a chance that you have a lead that you never would have had. So the idea that I'm stealing something from you, I think is absurd.","canonicalId":"concept:lead","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"In automotive sales, a lead is a potential customer who has shown interest in buying a car. Leads are valuable to dealerships as they represent opportunities to make a sale, and managing leads efficiently is crucial for sales success.","simplifiedExplanation":"A lead is someone who might want to buy a car and has contacted the dealer or shown interest. Dealers try to find and keep leads to sell more cars."}},{"startTime":1920.1,"endTime":1926.7,"type":"term","title":"ceramic paint","url":"/glossary/ceramic-paint","quote":"But people don't see value in the ceramic paint that you're putting on there. It's valuable if it's good ceramic paint,","canonicalId":"term:ceramic-paint","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Ceramic paint refers to a protective coating applied to a car's exterior that uses nanotechnology to create a durable, glossy, and hydrophobic layer. It helps protect the paint from scratches, dirt, and UV damage, maintaining the car's appearance longer than traditional waxes.","simplifiedExplanation":"Ceramic paint is a special clear coating put on cars to keep the paint shiny and safe from scratches and dirt. It lasts longer than regular wax and helps your car look new."}},{"startTime":1994.8,"endTime":2028.68,"type":"term","title":"dealer fees","url":"/glossary/dealer-fees","quote":"there are some Toyota dealerships, I would say 50% of them at least would at least be... But if I'm going to like a Chevy store, probably 90% of them will take it off if you push enough to get them to remove... If I go to a Mercedes-Benz or a BMW store, same, probably 80% of them will take it off if you push enough,","canonicalId":"term:dealer-fees","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Dealer fees are additional charges added by car dealerships on top of the vehicle price, often negotiable depending on the dealer and brand.","simplifiedExplanation":"Dealer fees are extra costs that car dealers add when you buy a car, but sometimes you can ask them to lower or remove these fees."}},{"startTime":2004.0,"endTime":2004.5,"type":"brand","title":"Chevrolet","url":"/glossary/chevrolet","quote":"But if I'm going to like a Chevy store, probably 90% of them will take it off","canonicalId":"brand:chevrolet","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Chevrolet, often called Chevy, is an American car brand known for trucks, SUVs, and a wide range of passenger cars.","simplifiedExplanation":"Chevrolet is a well-known American car brand that makes trucks and cars you can see on the road a lot."}},{"startTime":2019.8,"endTime":2025.1,"type":"concept","title":"luxury side client experience","url":"/glossary/luxury-side-client-experience","quote":"because I think that client experience is more important for the luxury side. Got it. Do you find that to be ridiculous that you even have to have these conversations at all?","canonicalId":"concept:luxury-side-client-experience","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Luxury car brands often prioritize customer experience more highly, which can influence dealership flexibility on pricing and fees.","simplifiedExplanation":"Fancy car brands usually care more about making customers happy, so their dealers might be more willing to lower prices or fees."}},{"startTime":2042.2,"endTime":2050.7,"type":"concept","title":"retail sales","url":"/glossary/retail-sales","quote":"But it's ridiculous that things are designed for the dealership. And in most business models, there's competition, right?","canonicalId":"concept:retail-sales","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Retail sales in the automotive industry refer to the sale of vehicles directly to consumers through dealerships. These sales are influenced by dealership practices, pricing strategies, and competition among sellers.","simplifiedExplanation":"Retail sales mean selling cars directly to people who want to buy them, usually through car dealerships."}},{"startTime":2098.24,"endTime":2103.24,"type":"car","title":"Honda Civic","url":"/cars/honda/civic","image":"https://upload.wikimedia.org/wikipedia/commons/2/23/2022_Honda_Civic_LX_Sedan%2C_front_right%2C_11-02-2022.jpg","quote":"If they pay a $15,000 market adjustment on a civic type R, because the dealership told them that it was worth it, it's just insane.","canonicalId":"car:honda:civic","priority":0.5,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The Honda Civic Type R is a high-performance variant of the Honda Civic, known for its sporty design, powerful turbocharged engine, and track-focused features. It is popular among enthusiasts for its sharp handling and aggressive styling.","simplifiedExplanation":"The Civic Type R is a special version of the Honda Civic that is built to be fast and fun to drive. It has a strong engine and looks sportier than regular Civics.","imageAttribution":"MercurySable99 (CC BY-SA 4.0)"}},{"startTime":2441.0,"endTime":2443.52,"type":"car","title":"Jeep Grand","url":"/cars/jeep/grand-cherokee","image":"https://upload.wikimedia.org/wikipedia/commons/2/27/2018_Jeep_Grand_Cherokee_%28WK2%29_SRT8_DSC_7222.jpg","quote":"... car.  Nobody's going to buy a direct to consumer Jeep Grand Cherokee.  But make it so you can buy a car, skip...","canonicalId":"car:jeep:grand-cherokee","priority":0.5,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The Jeep Grand Cherokee is a mid-size SUV known for its off-road capability and comfortable interior. It is often discussed for its blend of ruggedness and luxury, making it popular among buyers who want both adventure and daily usability. The mention of direct-to-consumer sales highlights evolving car buying trends and Jeep's distribution strategies.","simplifiedExplanation":"The Jeep Grand Cherokee is a type of SUV that can drive well on rough roads and also feels nice inside. People like it because it works for both outdoor trips and everyday driving. The talk about buying it directly means some companies are changing how they sell cars to customers.","imageAttribution":"Alexander Migl (CC BY-SA 4.0)"}},{"startTime":2555.6,"endTime":2557.76,"type":"brand","title":"GMC","url":"/glossary/gmc","quote":"Hey, a GMC, oh my gosh, their customer service is the worth.","canonicalId":"brand:gmc","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"GMC is an American automotive brand known for its trucks, SUVs, and commercial vehicles. It is a division of General Motors and often emphasizes professional-grade vehicles.","simplifiedExplanation":"GMC is a car company that makes trucks and big cars. They are part of a bigger company called General Motors."}},{"startTime":2568.7,"endTime":2571.0,"type":"concept","title":"direct to consumer","url":"/glossary/direct-to-consumer","quote":"\"I do not think direct to consumer works by itself and I don't think dealerships work by themselves.\"","canonicalId":"concept:direct-to-consumer","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Direct to consumer refers to a sales model where manufacturers sell vehicles directly to buyers without using traditional dealerships as intermediaries.","simplifiedExplanation":"Direct to consumer means buying a car straight from the company that makes it, without going to a car dealer."}},{"startTime":2571.0,"endTime":2573.1,"type":"concept","title":"dealerships","url":"/glossary/dealerships","quote":"\"I do not think direct to consumer works by itself and I don't think dealerships work by themselves. I think you have to have side by side for it to be successful.\"","canonicalId":"concept:dealerships","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Dealerships are businesses authorized to sell and service vehicles from specific manufacturers, acting as intermediaries between car makers and customers.","simplifiedExplanation":"Dealerships are places where you go to buy or fix cars, and they work with car companies to sell their cars."}},{"startTime":2673.7,"endTime":2675.8,"type":"concept","title":"hand negotiate","url":"/glossary/hand-negotiate","quote":"\"For me, we have to hand negotiate everything. Now with our deals, we put it more to akin to a parent helping their kid negotiate a car deal.\"","canonicalId":"concept:hand-negotiate","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Hand negotiation refers to the process of personally negotiating the terms and price of a car purchase with the dealership, rather than accepting pre-set prices or automated deals.","simplifiedExplanation":"Hand negotiation means you talk directly with the car dealer to agree on the price and terms instead of just taking the price they first offer."}},{"startTime":2704.9,"endTime":2708.6,"type":"brand","title":"Ford","url":"/glossary/ford","quote":"But I'm just going to buy my car from Scott at Ford. It is incredible.","canonicalId":"brand:ford","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Ford is a major American automotive manufacturer known for producing a wide range of vehicles including trucks, SUVs, and cars. It is one of the largest and most recognized car brands worldwide.","simplifiedExplanation":"Ford is a big company that makes many types of cars and trucks that people buy and drive every day."}},{"startTime":3521.6,"endTime":3523.4,"type":"car","title":"BMW X7","url":"/cars/bmw/x7","image":"https://upload.wikimedia.org/wikipedia/commons/1/19/BU64MWO_McGill%27s_G3321_Mercedes-Benz_Citaro_%2852512405160%29.jpg","quote":"They should tell me everything they know about the X7, everything they know about the Audi Q.","canonicalId":"car:bmw:x7","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The Mercedes-Benz X7 is a large luxury SUV designed to compete in the premium SUV segment, offering spacious seating, advanced technology, and strong performance.","simplifiedExplanation":"The Mercedes-Benz X7 is a big, fancy SUV that can carry many people and has lots of cool features.","imageAttribution":"km30192002 (CC BY 2.0)"}},{"startTime":3523.4,"endTime":3525.0,"type":"car","title":"Audi Q","url":"/cars/audi/q4-e-tron","image":"https://upload.wikimedia.org/wikipedia/commons/d/d5/Audi_Q4_Sportback_e-tron_IAA_2021_1X7A0158.jpg","quote":"They should tell me everything they know about the X7, everything they know about the Audi Q.","canonicalId":"car:audi:q4-e-tron","priority":0.5,"confidence":0.75,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Audi Q refers to Audi's line of luxury SUVs, including models like the Q3, Q5, and Q7, known for their premium interiors and advanced technology.","simplifiedExplanation":"Audi Q means a group of fancy SUVs made by Audi that have nice features and comfortable seats.","imageAttribution":"Alexander Migl (CC BY-SA 4.0)"}},{"startTime":3596.8,"endTime":3600.82,"type":"term","title":"turnover rate","url":"/glossary/turnover-rate","quote":"\"And Car Sales has one of the worst turnover rates in the world. It's like 80% in the first year.\"","canonicalId":"term:turnover-rate","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Turnover rate refers to the percentage of employees who leave a job within a certain period, often a year. In car sales, a high turnover rate means many salespeople quit or are replaced frequently.","simplifiedExplanation":"Turnover rate means how many people stop working at a job over time. In car sales, lots of people leave their jobs quickly."}},{"startTime":3743.6,"endTime":3745.0,"type":"company","title":"CarMax","url":"/glossary/carmax","quote":"\"This is no different than when CarMax and Carvana came onto the scene.\"","canonicalId":"company:carmax","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"CarMax is a large used car retailer in the United States known for its no-haggle pricing and nationwide inventory, which changed how people buy used cars by offering more transparency and convenience.","simplifiedExplanation":"CarMax is a big company that sells used cars in a way that makes buying easier and less stressful, with fixed prices and lots of cars to choose from."}},{"startTime":3743.6,"endTime":3745.0,"type":"company","title":"Carvana","url":"/glossary/carvana","quote":"\"This is no different than when CarMax and Carvana came onto the scene.\"","canonicalId":"company:carvana","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Carvana is an online used car retailer that allows customers to buy cars entirely online and have them delivered, disrupting traditional dealership models with a focus on convenience and digital sales.","simplifiedExplanation":"Carvana is a company where you can buy a used car online and have it brought to your home, making car buying easier without going to a dealership."}}],"speakers":[{"id":"s1","name":"Doug Horner","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/car-dealers-claim-he-wastes-their-time-and-makes-them-look-bad-tomi-mikula-of-delivrd/transcript.vtt","type":"text/vtt"}]}