{"version":"1.0.0","episode":{"title":"\"Driving Past You!\" The Hidden Reason Your Best Customers Defect to Jiffy Lube | Industry Spotlight","url":"http://getcarcurious.com/episodes/driving-past-you-the-hidden-reason-your-best-customers-defect-to-jiffy-lube-industry-spotlight","audioUrl":"https://chrt.fm/track/C6AG88/traffic.megaphone.fm/CREUR3642439290.mp3","description":"In this episode of the Industry Spotlight, joining host Sam D'Arc are Art Dessein, Vice President of Sales at Impel, and Rebekah Scheussler, Business Development Director at Walters Auto Group to discuss why luxury dealers are quietly losing service customers to independent shops and how AI is rebuilding the personalized experience at scale across both sales and service.\n\nThis conversation surfaces the silent retention leak inside fixed operations: a nine-minute average service hold time, an 80% abandonment rate on the online service scheduler, and 190,000 independent shops siphoning loyal owners away. \n\nWalters has run 107,000 leads and over 600,000 messages through Impel, lifted per-rep capacity from 200 leads to 300-400, watched show rates climb, and seen days to sale drop. \n\nCustomers are even thanking the AI agent for the best service experience they have ever had, without knowing it isn't human. The takeaway for any dealer on the fence: it isn't if, it's how fast.\n\n\n\nThis episode of the Car Dealership Guy Podcast is brought to you by Impel.\n\n\n\nTopics:\n\n03:15 200 Leads Per Agent.\n\n05:40 The Overnight Lead Problem.\n\n08:00 The 9-Minute Hold Time.\n\n09:20 Will AI Replace Me?\n\n13:20 The Better The Tech, The Worse The Support.\n\n17:55 Why Zach Travels (My Son's Secret).\n\n19:10 Why Set It And Forget It Fails.\n\n20:05 107,000 Leads Handled.\n\n21:00 The 10-Person Savings.\n\n23:00 27% Repeat Purchase Rate.\n\n25:10 When Customers Thank The AI.\n\n32:55 Something Doesn't Have To Be Broken.\n\n\n\n GetImpel  - Dealers are caught between rising customer expectations and the math of meeting them without staffing every problem. Impel's AI Operating System unifies the entire customer lifecycle — sales, service, voice, chat, marketing, merchandising — engaging, qualifying, and scheduling every shopper and customer in seconds, in the dealer's brand voice, at unlimited scale. The human team focuses on what builds loyalty: the relationships. Visit https://impel.ai/ to learn more and experience the power of Impel.\n\n\n\nCheck out Car Dealership Guy’s stuff:\n\n\n\nFor dealers:    \n\nCDG Circles ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://cdgcircles.com/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nIndustry job board ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://jobs.dealershipguy.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nDealership recruiting ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.cdgrecruiting.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nFix your dealership’s social media ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.trynomad.co⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nRequest to be a podcast guest ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.cdgguest.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\n\n\nFor industry vendors:\n\nAdvertise with Car Dealership Guy ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.cdgpartner.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nIndustry job board ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://jobs.dealershipguy.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nRequest to be a podcast guest ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://www.cdgguest.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\n\n\nCar Dealership Guy Socials:\n\nX ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠x.com/GuyDealership⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nInstagram ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠instagram.com/cardealershipguy/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nTikTok ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠tiktok.com/@guydealership⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nLinkedIn ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠linkedin.com/company/cardealershipguy⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nThreads ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠threads.net/@cardealershipguy⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nFacebook ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠facebook.com/profile.php?id=100077402857683⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠\n\nEverything else ➤ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠dealershipguy.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠"},"annotations":[{"startTime":11.0,"endTime":26.8,"type":"term","title":"BDC agent","url":"/glossary/bdc-agent","quote":"if you ask a BDC agent how they manage 200 leads a day, they'll often point to a process that's overwhelmed, reactive, and prone to human error.","canonicalId":"term:bdc-agent","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A BDC agent (Business Development Center) is typically a dealership employee focused on lead intake and follow-up—often contacting shoppers who request information online or by phone. The episode argues that BDC workflows can become overwhelmed and prone to delays or mistakes, which hurts customer retention.","simplifiedExplanation":"A BDC agent is someone at a car dealership whose job is to follow up with people who show interest. If they don’t respond quickly or consistently, those leads can go elsewhere."}},{"startTime":26.8,"endTime":36.5,"type":"term","title":"service drive","url":"/glossary/service-drive","quote":"Customer engagement has become a high-stike race where a nine-minute whole time in the service drive is enough to drive your clients straight to the independent repair shop down the street.","canonicalId":"term:service-drive","priority":0.45,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A service drive is the customer-facing lane/area leading to a dealership’s service department. The episode uses it to emphasize how quickly a dealership must respond—if a customer waits too long, they may go to an independent shop nearby.","simplifiedExplanation":"A service drive is the entry area where customers pull in to get their car serviced. The host is saying timing matters a lot—if you’re slow, customers may choose another shop."}},{"startTime":32.1,"endTime":36.5,"type":"concept","title":"independent repair shop","url":"/glossary/independent-repair-shop","quote":"...is enough to drive your clients straight to the independent repair shop down the street.","canonicalId":"concept:independent-repair-shop","priority":0.4,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"An independent repair shop is a non-franchised automotive service business that repairs vehicles without being tied to a specific automaker’s dealer network. The episode frames them as direct competitors for dealership service customers when follow-up is slow or inconsistent.","simplifiedExplanation":"An independent repair shop is a regular auto shop that isn’t the brand’s dealership. The episode says customers may go there if the dealership doesn’t respond fast enough."}},{"startTime":36.5,"endTime":47.3,"type":"term","title":"white glove service","url":"/glossary/white-glove-service","quote":"Between the impossible expectation of white glove service at scale and the challenge of capturing overnight leads...","canonicalId":"term:white-glove-service","priority":0.35,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“White glove service” is a customer-service standard meaning highly attentive, premium, and error-free handling from start to finish. Here it’s used to describe the expectation luxury-brand customers have when dealerships contact them and manage service or sales.","simplifiedExplanation":"“White glove service” means treating customers like they’re getting top-tier, extra-care service. The episode says luxury customers expect that level of attention right away."}},{"startTime":47.3,"endTime":52.7,"type":"concept","title":"set-it-and-forget-it mentality","url":"/glossary/set-it-and-forget-it-mentality","quote":"In this episode, we discuss why the set-it-and-forget-it mentality for technology is a myth...","canonicalId":"concept:set-it-and-forget-it-mentality","priority":0.4,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The “set-it-and-forget-it mentality” is the belief that once a dealership installs a tool or process, it can run without ongoing monitoring or improvement. The episode argues that this approach fails because lead handling and customer engagement require continuous responsiveness.","simplifiedExplanation":"This phrase means “install it and don’t worry about it.” The host’s point is that dealerships can’t just set up a system and ignore it—they have to keep adjusting and responding."}},{"startTime":52.7,"endTime":58.4,"type":"term","title":"AI-powered personalization","url":"/glossary/ai-powered-personalization","quote":"...and how AI-powered personalization is the only way to deliver the best or nothing experience across both sales and service.","canonicalId":"term:ai-powered-personalization","priority":0.6,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"AI-powered personalization uses artificial intelligence to tailor messages and offers to individual customers based on their behavior and context. The episode claims this is the only scalable way to deliver a “best or nothing” experience across both sales and service.","simplifiedExplanation":"This means using AI to customize dealership messages for each person, instead of sending the same generic follow-up. The host says it helps dealerships respond in a way that feels personal and timely."}},{"startTime":64.4,"endTime":76.2,"type":"term","title":"digital assistant","url":"/glossary/digital-assistant","quote":"...how one group handled over 100,000 leads with a digital assistant...","canonicalId":"term:digital-assistant","priority":0.3,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A digital assistant is software that can interact with customers—often by automating responses, capturing lead details, and guiding next steps. In this episode, it’s presented as a way to handle large lead volumes consistently without relying solely on manual follow-up.","simplifiedExplanation":"A digital assistant is an automated tool that can talk to customers online and help with next steps. The episode says it can respond faster and more consistently than people alone."}},{"startTime":64.4,"endTime":76.2,"type":"concept","title":"proactive messaging","url":"/glossary/proactive-messaging","quote":"...and how one group handled over 100,000 leads with a digital assistant and also why proactive messaging will define the luxury of dealership of the future.","canonicalId":"concept:proactive-messaging","priority":0.3,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Proactive messaging means reaching out to customers before they have to ask—using timely follow-ups triggered by events like lead submission or service scheduling. The episode treats it as a key differentiator for how “luxury” dealerships of the future will compete.","simplifiedExplanation":"Proactive messaging means contacting people first, with helpful updates, instead of waiting for them to come back. The host says this will matter more for dealerships aiming to feel premium."}},{"startTime":76.2,"endTime":86.4,"type":"company","title":"Impel","url":"/glossary/impel","quote":"Joining me today are Rebecca Business Development, Director for Walter's Auto Group and Art Desson, Vice President of Sales at Impel. Props to Impel for supporting today's content.","canonicalId":"company:impel","priority":0.25,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Impel is the company represented by Art Desson, who is described as Vice President of Sales. The episode credits Impel for supporting the content, positioning them as part of the technology/solutions discussion.","simplifiedExplanation":"Impel is the company the other guest works for. They’re sponsoring or supporting the episode’s discussion about dealership lead and messaging tools."}},{"startTime":95.6,"endTime":106.3,"type":"company","title":"Walter's Auto Group","url":"/glossary/walter-s-auto-group","quote":"Good morning, Sam. Thank you. Good morning. I'm the Business Development Director for Walter's Auto Group. We're a luxury group here serving brands Porsche, Mercedes, Audi and Sprinter for six different rooftops.","canonicalId":"company:walter-s-auto-group","priority":0.25,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Walter's Auto Group is the dealership group Rebecca represents. The episode frames their challenge as serving luxury brands with a high-touch customer experience from the very first contact.","simplifiedExplanation":"This is the dealership group the guest works for. They’re talking about how they handle customer outreach and service for luxury car brands."}},{"startTime":99.0,"endTime":106.3,"type":"brand","title":"Porsche","url":"/glossary/porsche","quote":"I'm the Business Development Director for Walter's Auto Group. We're a luxury group here serving brands Porsche, Mercedes, Audi and Sprinter for six different rooftops.","canonicalId":"brand:porsche","priority":0.2,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Porsche is a luxury sports-car brand used here to illustrate the guest’s customer expectations. In dealership conversations, Porsche often implies a more premium, service-and-sales experience than mainstream brands.","simplifiedExplanation":"Porsche is a luxury car brand. The guest is saying their customers expect a very high level of service because of brands like this."}},{"startTime":99.0,"endTime":106.3,"type":"brand","title":"Audi","url":"/glossary/audi","quote":"I'm the Business Development Director for Walter's Auto Group. We're a luxury group here serving brands Porsche, Mercedes, Audi and Sprinter for six different rooftops.","canonicalId":"brand:audi","priority":0.2,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Audi is another luxury brand in Walter’s Auto Group’s portfolio. Mentioning Audi alongside Porsche and Mercedes-Benz signals the episode’s focus on premium customer service standards.","simplifiedExplanation":"Audi is a luxury car brand. The guest is grouping it with other premium brands to explain why their customers expect more from the dealership."}},{"startTime":99.0,"endTime":106.3,"type":"brand","title":"Sprinter","url":"/glossary/sprinter","quote":"I'm the Business Development Director for Walter's Auto Group. We're a luxury group here serving brands Porsche, Mercedes, Audi and Sprinter for six different rooftops.","canonicalId":"brand:sprinter","priority":0.2,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Sprinter refers to Mercedes-Benz’s commercial van line, commonly sold and serviced through dealer networks. In this episode, it’s included to show the dealership group serves both passenger-luxury brands and commercial customers with different lead and service needs.","simplifiedExplanation":"Sprinter is a type of Mercedes-Benz van used for business. The guest is saying their dealership group handles different kinds of customers, not just regular passenger cars."}},{"startTime":112.7,"endTime":118.8,"type":"brand","title":"Mercedes-Benz","url":"/glossary/mercedes-benz-2da6bee1-2c59-4e63-8ca8-f0d3c6600182","quote":"Actually, you have a high level of expectation as it relates to your brands. Mercedes-Benz, we have one. It's the best or nothing.","canonicalId":"brand:mercedes-benz","priority":0.2,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Mercedes-Benz is a luxury brand mentioned as part of the dealership group’s lineup. The episode uses it to set context for “white glove” expectations and the need for fast, consistent follow-up.","simplifiedExplanation":"Mercedes-Benz is a luxury car brand. The point is that customers buying or servicing these cars expect a very polished, attentive experience."}},{"startTime":327.8,"endTime":333.9,"type":"concept","title":"lead response time","url":"/glossary/lead-response-time","quote":"“...ensuring that we were getting to the customers as soon as possible, just with the quickest but best response...”","canonicalId":"concept:lead-response-time","priority":0.45,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Lead response time is how quickly a dealership or sales team contacts a prospective customer after they submit an inquiry. Short response times matter because customers can lose interest or move to competitors while waiting for answers.","simplifiedExplanation":"Lead response time is how fast a dealership gets back to someone who asked about a car. Faster replies help keep the customer from going elsewhere."}},{"startTime":341.3,"endTime":352.3,"type":"concept","title":"overnight leads","url":"/glossary/overnight-leads","quote":"“And another challenge we had was, you know, the overnight leads that would come in. This level of customer, they expect an immediate response.”","canonicalId":"concept:overnight-leads","priority":0.55,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Overnight leads” are customer inquiries that come in during late hours (often online or via forms) and require a fast response. The key issue is that customers expect immediate answers, but staffing overnight is usually impractical for dealerships.","simplifiedExplanation":"“Overnight leads” means customer requests that come in after hours. The problem is customers want a quick reply, but most teams can’t be staffed all night."}},{"startTime":421.0,"endTime":440.96,"type":"concept","title":"AI personalized experiences at scale","url":"/glossary/ai-personalized-experiences-at-scale","quote":"“And what we found is with AI, you can actually give much more personalized experiences scale that was previously impossible...”","canonicalId":"concept:ai-personalized-experiences-at-scale","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“AI personalized experiences at scale” means using artificial intelligence to tailor responses to individual customer inquiries automatically, without needing a human agent for every interaction. In dealership lead handling, this is positioned as a way to maintain fast, relevant communication even when lead volume is high.","simplifiedExplanation":"This is about using AI to respond to customers in a more personal way, automatically. The idea is to keep replies fast and relevant even when there are lots of inquiries."}},{"startTime":471.9,"endTime":512.3,"type":"term","title":"service department","url":"/glossary/service-department","quote":"Does your BDC handle services? Well, you do, right? You handle both sides? Yes. Yeah. So,\n[476.6s] so there's this statistic that I'm always quoting on the live show from CDK. It says the average\n[481.0s] hold time for a customer who's trying to contact the service department for whatever to make an\n[486.4s] appointment to fall upon their status of their car is nine minutes, according to CDK.","canonicalId":"term:service-department","priority":0.6,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The service department is the dealership’s workshop side that handles maintenance and repairs, and it’s typically one of the highest-margin parts of dealership operations. The episode discusses how quickly customers can reach this department to book appointments.","simplifiedExplanation":"The service department is where the dealership schedules and performs car repairs and maintenance. It’s often a big profit center for dealerships."}},{"startTime":481.0,"endTime":491.1,"type":"term","title":"hold time","url":"/glossary/hold-time","quote":"It says the average\n[481.0s] hold time for a customer who's trying to contact the service department for whatever to make an\n[486.4s] appointment to fall upon their status of their car is nine minutes, according to CDK.","canonicalId":"term:hold-time","priority":0.7,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Hold time is how long a caller waits on the phone before reaching the service department to schedule an appointment. In dealership operations, shorter hold times can reduce customer drop-off and improve appointment conversion.","simplifiedExplanation":"Hold time is the wait time on the phone. If it’s too long, people may hang up and call someone else to get their car serviced."}},{"startTime":527.1,"endTime":533.6,"type":"term","title":"deflection","url":"/glossary/deflection","quote":"Which by the way, that's another trend that we've identified on the show is revenue into\n[516.3s] service departments is up because of inflation. Actual customer count and RO count is down.\n[527.1s] We're seeing a huge, a massive deflection off to independent shops and maybe that nine minute\n[533.6s] stat is part of it and the ability to run towards that.","canonicalId":"term:deflection","priority":0.45,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In dealership service, deflection means steering customers away from the dealership’s service department—often toward independent repair shops. The episode ties this to changing customer behavior and potentially longer wait times.","simplifiedExplanation":"Deflection here means customers aren’t getting serviced at the dealership—they end up going elsewhere, like an independent shop."}},{"startTime":538.0,"endTime":563.5,"type":"term","title":"AI infused solution","url":"/glossary/ai-infused-solution","quote":"You reached out to Art. You reached out to him, Pell. You said,\n[542.0s] hey, I'm interested in an AI infused solution that will help us level our game up. But you've\n[547.2s] still got the human element of your team of BDC agents.","canonicalId":"term:ai-infused-solution","priority":0.55,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"An AI infused solution refers to using artificial intelligence to automate or improve parts of dealership customer engagement—like responding faster, qualifying leads, or helping schedule service. The segment highlights that even with AI, dealerships still need human BDC agents to handle the “human element.”","simplifiedExplanation":"This means using AI tools to help the dealership respond to customers and book appointments faster. Even then, people on the team still play an important role."}},{"startTime":709.3,"endTime":716.2,"type":"term","title":"service advisors","url":"/glossary/service-advisors","quote":"My average call time is that nine minutes in service. I need to take that weight off the service advisors.","canonicalId":"term:service-advisors","priority":0.35,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Service advisors are the dealership staff who interface between customers and the service department. They write up repair orders, communicate recommendations, and coordinate work—so automation that reduces call and admin load can directly impact their day.","simplifiedExplanation":"Service advisors are the people you talk to at the service desk. They help set up your service work and communicate what needs to be done."}},{"startTime":716.2,"endTime":831.34,"type":"term","title":"AI","quote":"What are some tips that you would give BDC departments in implementing AI as a tech? ... Talk to us about the value of having really good people","canonicalId":"term:ai","priority":0.6,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Here, AI refers to using software intelligence to automate or assist dealership workflows—like lead handling, call routing, messaging, and task prioritization. In automotive retail, AI is typically deployed to reduce manual work and improve response speed, but it still needs strong operational integration.","simplifiedExplanation":"AI is computer software that can do tasks that normally take people—like helping respond to customers faster or organizing work. In a dealership, it’s usually used to automate parts of sales or service follow-up."}},{"startTime":716.2,"endTime":725.6,"type":"term","title":"BDC departments","url":"/glossary/bdc-departments","quote":"What are some tips that you would give BDC departments in implementing AI as a tech? And then I'd love to talk about the results that you've seen since you've done that.","canonicalId":"term:bdc-departments","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In dealerships, BDC (Business Development Center) departments handle outbound and follow-up sales work—like responding to leads, scheduling appointments, and nurturing prospects. They’re often the “front line” for converting internet and phone inquiries into booked visits.","simplifiedExplanation":"BDC stands for the dealership team that helps generate and manage leads. They contact people who show interest and help get them scheduled to come in."}},{"startTime":739.9,"endTime":757.1,"type":"term","title":"DMS systems","url":"/glossary/dms-systems","quote":"We were a little bit difficult. We have two DMS systems, so it makes it a little bit challenging... And does it plug in well to both?","canonicalId":"term:dms-systems","priority":0.65,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"DMS (Dealer Management System) is the dealership’s core software platform for managing sales and service operations. It typically handles things like customer records, service scheduling, repair orders, and billing—so AI or other tools must “plug in” correctly to it.","simplifiedExplanation":"A DMS is the main computer system a dealership uses to run day-to-day work. It keeps track of customers and service jobs, so other tools have to connect to it properly."}},{"startTime":745.5,"endTime":752.3,"type":"term","title":"Advent","url":"/glossary/advent","quote":"We utilize Advent for sales and then CDK for service. Okay. And does it plug in well to both?","canonicalId":"term:advent","priority":0.55,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Advent is a dealership software platform used for sales operations in the transcript’s example. Because it’s part of the dealership’s DMS ecosystem, integrations determine whether AI tools can access leads, customer data, and sales workflows.","simplifiedExplanation":"Advent is a computer system dealerships use for sales. If new tech can’t connect to it, it won’t help much in day-to-day lead handling."}},{"startTime":745.5,"endTime":752.3,"type":"term","title":"CDK","url":"/glossary/cdk","quote":"We utilize Advent for sales and then CDK for service. Okay. And does it plug in well to both?","canonicalId":"term:cdk","priority":0.55,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"CDK refers to a dealership software platform used for service operations in the transcript’s example. When a dealership runs multiple systems (sales on one, service on another), the integration quality affects how smoothly automation and AI can take over tasks.","simplifiedExplanation":"CDK is another dealership software system, and in this case it’s used for service work. New tools have to connect to it well to automate service-related tasks."}},{"startTime":1387.02,"endTime":1391.28,"type":"car","title":"Chevrolet Tahoe","url":"/cars/chevrolet/tahoe","image":"https://upload.wikimedia.org/wikipedia/commons/9/9b/Lincoln_Town_Car_FBI_%26_Chevrolet_Tahoe_FBI.jpg","quote":"it's a Chevy Tahoe, it's a Tahoe. You can compete on price. What you need to compete with","canonicalId":"car:chevrolet:tahoe","priority":0.25,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Chevrolet Tahoe is a full-size SUV that’s commonly used as a price-competitive, high-volume family vehicle. In this segment, it’s mentioned as an example of a model where dealers can compete on price—but they still need to deliver a better customer experience.","simplifiedExplanation":"A Chevy Tahoe is a big SUV that a lot of people buy. The point here is that even if you offer a good price, you still have to make the service experience feel great.","imageAttribution":"Wikimedia Commons / CC0"}},{"startTime":1474.4,"endTime":1480.0,"type":"term","title":"service intervals","url":"/glossary/service-intervals","quote":"It's not a one size fits all. I mean, obviously, you know, some of the service intervals can be a little bit different.","canonicalId":"term:service-intervals","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Service intervals are the scheduled time or mileage-based periods when a vehicle needs maintenance (like inspections, oil service, or other routine checks). The segment notes that even within the same AI service approach, the timing and details can vary by brand or model because service intervals aren’t identical."}},{"startTime":1506.9,"endTime":1518.24,"type":"term","title":"AI agent","url":"/glossary/ai-agent","quote":"Waiting for them to call us is not the answer. And Impel solution has worked wonderfully for us. We've had customers actually think the AI agent, because it was the best customer service that they've received,","canonicalId":"term:ai-agent","priority":0.6,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"An AI agent is software that can interact with customers and handle tasks conversationally—here, supporting service-related questions and requests. The segment claims customers sometimes think the AI agent is the best customer service they’ve received, implying it can reduce friction versus waiting for a phone call.","simplifiedExplanation":"An AI agent is like a smart assistant that can talk to customers and help with questions. In this case, it’s being used to make service support faster and smoother than making people wait to call."}},{"startTime":1556.9,"endTime":1606.0,"type":"concept","title":"scheduling friction","url":"/glossary/scheduling-friction","quote":"every single service schedule is the same issue... 80% of consumers who try to book... end up abandoning it because it's too complicated... make the scheduling frictionless.","canonicalId":"concept:scheduling-friction","priority":0.6,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Scheduling friction is the extra steps, confusion, or delays that make it harder for customers to book service appointments. The segment argues that high scheduling friction pushes customers toward quick-lube alternatives and reduces dealership repeat business."}},{"startTime":1556.9,"endTime":1576.0,"type":"term","title":"service schedule","url":"/glossary/service-schedule","quote":"or I got to go through the service schedule and every single service schedule is the same issue, which is 80% of consumers who try to book through the service schedule or end up abandoning it because it's too complicated.","canonicalId":"term:service-schedule","priority":0.45,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A service schedule is the manufacturer-recommended maintenance plan (what gets serviced and when). The speaker claims that forcing customers to navigate a complex schedule creates booking friction and causes many people to abandon the appointment flow.","simplifiedExplanation":"A service schedule is the list of maintenance your car needs and when it needs it. The host says the dealership process for using that schedule is too complicated for many customers."}},{"startTime":1567.2,"endTime":1576.0,"type":"term","title":"transmission issue","url":"/glossary/transmission-issue","quote":"They don't know what they click on is that the transmission issue, it takes 24 clicks on average.","canonicalId":"term:transmission-issue","priority":0.4,"confidence":0.65,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A transmission issue refers to problems in the car’s transmission system, which can affect shifting, drivability, and sometimes require specialized diagnostics. The speaker’s point is that the dealership booking flow forces customers to pick from limited options, even when the real concern is something like a transmission problem."}},{"startTime":1580.6,"endTime":1607.0,"type":"company","title":"Jiffy Lube","url":"/glossary/jiffy-lube","quote":"the consumer who's driving from work to home is driving past Jiffy Lou and head boys and whatever might be in California here, we have Monroe Muffler... end up going there...","canonicalId":"company:jiffy-lube","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Jiffy Lube is a quick-lube chain that competes with dealerships for routine maintenance like oil changes. The segment argues that when dealership service booking is hard, customers will default to quick-lube options they can reach easily."}},{"startTime":1583.9,"endTime":1592.0,"type":"company","title":"Monroe Muffler","quote":"we have Monroe Muffler and break like they're going to end up going there because in addition, they're not getting predictably message to say, Hey, Sam, your car is coming due next month.","canonicalId":"company:monroe-muffler","priority":0.4,"confidence":0.55,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Monroe Muffler is referenced as an alternative service option to dealerships. In this context, it represents the broader “go somewhere else” behavior when dealership scheduling and communication aren’t frictionless.","simplifiedExplanation":"Monroe Muffler is mentioned as another place people might take their car for service. The idea is that if the dealership is hard to book with, customers pick easier alternatives."}},{"startTime":1606.0,"endTime":1613.0,"type":"term","title":"oil change","url":"/glossary/oil-change","quote":"they realize they can get a 15 minute oil change and not get out of their car and then forget it, right?","canonicalId":"term:oil-change","priority":0.5,"confidence":0.6,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"An oil change is routine maintenance where the engine oil is drained and replaced to keep lubrication and wear protection within spec. The segment uses it as an example of a quick, low-friction service that customers can get without leaving their car.","simplifiedExplanation":"An oil change is when the car’s engine oil is replaced. The point here is that quick-lube places make it fast and easy, so customers don’t bother with the dealership."}},{"startTime":1629.1,"endTime":1633.0,"type":"concept","title":"customer retention","url":"/glossary/customer-retention","quote":"we think AI can solve a lot... as to why retention isn't higher for dealerships.","canonicalId":"concept:customer-retention","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Customer retention is how often customers keep coming back for service or purchases over time. The speaker claims dealerships struggle with retention because of communication and booking problems, and that AI could help address those major causes."}},{"startTime":1929.6,"endTime":1950.1,"type":"topic","title":"customer experience vs price competition","quote":"So we think dealerships that\n[1929.6s] don't focus on the consumer and personalizing the consumer experience will, will generally be\n[1936.1s] left behind, maybe not left behind, but they're generally not going to be able to compete.","canonicalId":"topic:customer-experience-vs-price-competition","priority":0.2,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The segment argues that dealerships shouldn’t rely on price alone and instead should compete on relationships and customer experience. It ties faster, more personalized lead handling to better outcomes and customer retention.","simplifiedExplanation":"They’re saying customers will choose the dealership that treats them best, not just the cheapest option. The idea is to respond quickly and make the experience feel personal."}}],"speakers":[{"id":"s1","name":"Car Dealership Guy","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/driving-past-you-the-hidden-reason-your-best-customers-defect-to-jiffy-lube-industry-spotlight/transcript.vtt","type":"text/vtt"}]}