{"version":"1.1.0","producer":"fm.getcarcurious","layer":"official","episode":{"title":"Knight on Mobile Service, DeJohn on Service Retention, Velez on Sales | Daily Dealer Live","url":"http://getcarcurious.com/episodes/knight-on-mobile-service-dejohn-on-service-retention-velez-on-sales-daily-dealer-live","audioUrl":"https://chrt.fm/track/C6AG88/traffic.megaphone.fm/CREUR2981981490.mp3","description":"Today's show features:  \n\n\n\n- Ryan Knight, Director of Operations at Knight Automotive Group\n\n\n\n- Britt DeJohn, Sr. VP of Business Operations at Impel\n\n\n\n- Nicholas Velez, Internet Director at Valley Kia of Fontana\n\n\n\nThis episode is brought to you by: \n\n\n\nOPENLANE – OPENLANE is getting ready for DealerFest 2026, its biggest customer event of the year. For the entire month of July, earn points for every transaction you make on OPENLANE, and redeem them for incredible prizes! Make sure you’re ready for the rockin’ sales event of the summer. If you’ve never used OPENLANE before, you’re eligible to earn up to $2,500 in buy or sale fee credits. Learn more at https://www.openlane.com/cdg.\n\n\n\nImpel – Impel is the automotive industry's only end-to-end agentic AI Operating System, unifying sales, service, marketing, and merchandising into one intelligent platform purpose-built for dealers. From Sales AI that works every lead to Service AI that keeps customers coming back, Impel helps 8,000+ retailers and OEMs turn every customer touchpoint into measurable growth. Visit https://impel.ai/ to see what an AI Operating System can do for your dealership.\n\n\n\nCheck out Car Dealership Guy’s stuff:\n\n\n\nCDG Circles ➤ https://cdgcircles.com/\n\nCDG News ➤ https://news.dealershipguy.com/\n\nCDG Jobs ➤ https://jobs.dealershipguy.com/\n\nCDG Recruiting ➤ https://www.cdgrecruiting.com/\n\n\n\nMy Socials:\n\n\n\nX ➤ ⁠https://www.twitter.com/GuyDealership⁠\n\nInstagram ➤ ⁠https://www.instagram.com/cardealershipguy/⁠\n\nTikTok ➤ ⁠https://www.tiktok.com/@guydealership⁠\n\nLinkedIn ➤⁠ https://www.linkedin.com/company/cardealershipguy/⁠\n\nThreads ➤ ⁠https://www.threads.net/@cardealershipguy⁠\n\nFacebook ➤⁠ https://www.facebook.com/profile.php?id=100077402857683⁠\n\n\n\nEverything else ➤ dealershipguy.com"},"annotations":[{"id":421781,"startTime":179.1,"endTime":214.6,"type":"term","title":"rear suspension corrosion issue","url":"/glossary/rear-suspension-corrosion-issue","quote":"Honda is recalling more than 800,000 vehicles over a rear suspension corrosion issue that could increase crash risk. The recall covers certain 2016-22 pilots, 2017-23 ridgelines, 2019-2023 passports, and 2014-2020 Acura MDX models sold in specific markets.","canonicalId":"term:rear-suspension-corrosion-issue","priority":0.78,"confidence":0.92,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"This recall is about corrosion in the rear suspension area, specifically where the rear subframe is mounted. If the mounting points corrode and weaken, the rear suspension can lose structural integrity, which can raise crash risk.","simplifiedExplanation":"They found rust/corrosion in the back suspension area of certain Hondas. If that metal gets weak enough, the suspension parts can fail or not hold alignment correctly, which can be dangerous.","sourceStartTime":179.1,"sourceEndTime":214.6}},{"id":421782,"startTime":184.18,"endTime":191.8,"type":"car","title":"2017-23 Honda Ridgeline","url":"/cars/honda/ridgeline","image":"https://upload.wikimedia.org/wikipedia/commons/8/84/2017_Honda_Ridgeline.jpg","quote":"The recall covers certain 2016-22 pilots, 2017-23 ridgelines, 2019-2023 passports, and 2014-2020 Acura MDX models sold in specific markets.","canonicalId":"car:honda:ridgeline","priority":0.78,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Honda Ridgeline is a unibody pickup/SUV-style truck, and this recall includes certain 2017-2023 models. The issue is rear suspension corrosion that can compromise rear subframe mounting points.","simplifiedExplanation":"The Honda Ridgeline is a truck-like Honda. Some 2017–2023 models are recalled because corrosion in the rear suspension area can weaken key mounting points and create safety risk.","imageAttribution":"DestinationFearFan (CC BY-SA 4.0)","imageLicense":"CC BY-SA 4.0","imageSourceUrl":"https://commons.wikimedia.org/wiki/File:2017_Honda_Ridgeline.jpg","sourceStartTime":184.18,"sourceEndTime":191.8}},{"id":421783,"startTime":184.2,"endTime":192.2,"type":"car","title":"2016-22 Honda Pilot","url":"/cars/honda/pilot","image":"https://upload.wikimedia.org/wikipedia/commons/8/8a/2023_Honda_Pilot_%28front_view%29.jpg","quote":"The recall covers certain 2016-22 pilots, 2017-23 ridgelines, 2019-2023 passports, and 2014-2020 Acura MDX models sold in specific markets.","canonicalId":"car:honda:pilot","priority":0.84,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Honda Pilot is a midsize three-row SUV, and this recall targets certain 2016-2022 examples. The concern is rear suspension corrosion that can affect rear subframe mounting points and potentially increase crash risk.","simplifiedExplanation":"The Honda Pilot is a family SUV with three rows. Some 2016–2022 Pilots are being recalled because rust in the back suspension area can make parts less secure and raise safety risk.","imageAttribution":"deathpallie325 (CC BY-SA 4.0)","imageLicense":"CC BY-SA 4.0","imageSourceUrl":"https://commons.wikimedia.org/wiki/File:2023_Honda_Pilot_(front_view).jpg","sourceStartTime":184.2,"sourceEndTime":192.2}},{"id":421784,"startTime":184.2,"endTime":202.0,"type":"car","title":"2014-2020 Acura MDX","url":"/cars/acura/mdx","image":"https://upload.wikimedia.org/wikipedia/commons/e/ef/2022_Acura_MDX%2C_rear_5.28.21.jpg","quote":"The recall covers certain 2016-22 pilots, 2017-23 ridgelines, 2019-2023 passports, and 2014-2020 Acura MDX models sold in specific markets.","canonicalId":"car:acura:mdx","priority":0.8,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Acura MDX is a premium three-row SUV, and this recall includes certain 2014-2020 models. The defect involves improper coating that can lead to corrosion at rear subframe mounting points, potentially affecting rear suspension integrity.","simplifiedExplanation":"The Acura MDX is a more upscale family SUV. Some 2014–2020 MDXs are recalled because a coating issue can let rust form at important rear suspension attachment points, which can become unsafe.","imageAttribution":"Kevauto (CC BY-SA 4.0)","imageLicense":"CC BY-SA 4.0","imageSourceUrl":"https://commons.wikimedia.org/wiki/File:2022_Acura_MDX,_rear_5.28.21.jpg","sourceStartTime":184.2,"sourceEndTime":202.0}},{"id":421785,"startTime":184.2,"endTime":192.2,"type":"car","title":"2019-2023 Honda Passport","url":"/cars/honda/passport","image":"https://upload.wikimedia.org/wikipedia/commons/1/1e/2019_Honda_Passport%2C_Cleveland_Auto_Show.jpg","quote":"The recall covers certain 2016-22 pilots, 2017-23 ridgelines, 2019-2023 passports, and 2014-2020 Acura MDX models sold in specific markets.","canonicalId":"car:honda:passport","priority":0.78,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Honda Passport is a midsize SUV, and this recall includes certain 2019-2023 examples. The safety concern is rear suspension corrosion that can allow rear subframe mounting points to corrode and potentially fail.","simplifiedExplanation":"The Honda Passport is a family SUV. Some 2019–2023 Passports are recalled because rust in the back suspension area can weaken the mounting points that hold the rear suspension in place.","imageAttribution":"Syntaxlord (CC BY-SA 4.0)","imageLicense":"CC BY-SA 4.0","imageSourceUrl":"https://commons.wikimedia.org/wiki/File:2019_Honda_Passport,_Cleveland_Auto_Show.jpg","sourceStartTime":184.2,"sourceEndTime":192.2}},{"id":421786,"startTime":202.0,"endTime":221.4,"type":"term","title":"rear subframe mounting points","url":"/glossary/rear-subframe-mounting-points","quote":"The issue involves an improper coating that can allow rear subframe mounting points to corrode and potentially fail. However, no injuries or deaths have been reported.","canonicalId":"term:rear-subframe-mounting-points","priority":0.72,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Rear subframe mounting points are the metal locations where the rear subframe attaches to the vehicle’s body. If those points corrode, they can fail to hold the subframe securely, affecting suspension stability and safety.","sourceStartTime":202.0,"sourceEndTime":221.4}},{"id":421787,"startTime":214.6,"endTime":221.4,"type":"term","title":"reinforcement kit","url":"/glossary/reinforcement-kit","quote":"However, no injuries or deaths have been reported. The fix involves a reinforcement kit or subframe repair with owner letters going out on July 7th.","canonicalId":"term:reinforcement-kit","priority":0.66,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A reinforcement kit is a dealer-installed set of parts designed to strengthen a specific weak area. In this case, it’s used to address corrosion risk at the rear subframe mounting area.","simplifiedExplanation":"A reinforcement kit is extra hardware the dealer installs to make the affected area stronger. It’s meant to prevent the problem from getting worse or coming back.","sourceStartTime":214.6,"sourceEndTime":221.4}},{"id":421788,"startTime":221.4,"endTime":235.6,"type":"term","title":"JD Power's 2026 dependability study","url":"/glossary/jd-power-s-2026-dependability-study","quote":"Worth noting in context, Honda ranked 16th in JD Power's 2026 dependability study at 211 problems per 100 vehicles that's slightly above the 204 industry average.","canonicalId":"term:jd-power-s-2026-dependability-study","priority":0.6,"confidence":0.84,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"JD Power’s dependability study is a benchmarking survey that counts problems owners report per 100 vehicles. In this segment, Honda’s ranking is discussed using a problems-per-100-vehicles metric compared to the industry average.","simplifiedExplanation":"This is a survey-based ranking from JD Power that looks at how many problems owners report. They use a “problems per 100 vehicles” number to compare brands.","sourceStartTime":221.4,"sourceEndTime":235.6}},{"id":421789,"startTime":259.5,"endTime":300.8,"type":"concept","title":"USMCA","url":"/glossary/usmca","quote":"a resilient performance given the trade policy uncertainty hanging over USMCA. For context, the US still accounts for 75.4% of Mexico's vehicle exports, though that share has slipped 3.2% from a year ago...","canonicalId":"concept:usmca","priority":0.55,"confidence":0.88,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"USMCA is the North American trade agreement that governs how vehicles and parts move between the U.S., Mexico, and Canada. The segment frames it as a key variable because Mexico is a major production hub, so changes could affect vehicle availability across multiple brands.","simplifiedExplanation":"USMCA is the trade deal between the U.S., Mexico, and Canada. If it changes, it can affect how easily car parts and cars can be shipped, which can impact what’s available to buy.","sourceStartTime":259.5,"sourceEndTime":300.8}},{"id":421790,"startTime":307.1,"endTime":322.5,"type":"term","title":"insurance premiums","url":"/glossary/insurance-premiums","quote":"EV owners, they pay an average of $3,159 per year for coverage. Guess how much more that is over gas? It's $941. That means those driving EVs pay 42% higher insurance premiums on average","canonicalId":"term:insurance-premiums","priority":0.5,"confidence":0.82,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Insurance premiums are the recurring payments you make to keep an insurance policy active. The segment compares average EV insurance premiums to gas-car coverage, using a dollar difference and a percentage increase.","simplifiedExplanation":"Insurance premiums are what you pay each year (or month) to keep your insurance. The host is saying EVs cost more on average than gas cars.","sourceStartTime":307.1,"sourceEndTime":322.5}},{"id":421791,"startTime":337.0,"endTime":342.0,"type":"term","title":"certified EV mechanics","url":"/glossary/certified-ev-mechanics","quote":"batteries alone as an example run 9,000 to 21,000 bucks and a similar pool of certified EV mechanics\n[345.2s] keep keeping repair costs elevated.","canonicalId":"term:certified-ev-mechanics","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Certified EV mechanics” are technicians trained and authorized to service electric vehicles (EVs). Because EVs use high-voltage battery systems and different drivetrains than gas cars, certification helps ensure repairs are done safely and correctly.","simplifiedExplanation":"These are mechanics who have special training for electric cars. Electric cars have high-voltage parts, so certification means they’re qualified to work on them safely.","sourceStartTime":337.0,"sourceEndTime":342.0}},{"id":421792,"startTime":360.1,"endTime":362.0,"type":"term","title":"ICE","url":"/glossary/internal-combustion-engine","quote":"Massachusetts EV owners pay 54% more than ICE, New Yorkers 45% more while\n[368.0s] Montana, West Virginia, Nebraska EV drivers actually pay less.","canonicalId":"term:ice","priority":0.45,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"ICE stands for “internal combustion engine,” meaning vehicles powered by gasoline or diesel engines. The episode compares EV costs to ICE vehicles to show how insurance and repair expenses differ.","simplifiedExplanation":"ICE is the common term for regular gas or diesel cars. It’s the kind of engine that burns fuel to make power.","sourceStartTime":360.1,"sourceEndTime":362.0}},{"id":421793,"startTime":408.6,"endTime":420.0,"type":"person","title":"Ryan Knight","url":"/glossary/ryan-knight","quote":"So let's jump\n[408.6s] into our first guest today, a repeat return from night automotive group director of operations,\n[414.9s] Ryan Knight. Welcome to the show, Ryan.","canonicalId":"person:ryan-knight","priority":0.25,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Ryan Knight is the guest and director of operations at Night Automotive Group. In this segment, he explains how a Ford Pro Elite facility is ramping up and shares metrics on capacity “absorption.”","simplifiedExplanation":"Ryan Knight is the guest who works in operations for Night Automotive Group. He’s explaining how their new Ford Pro Elite service facility is getting up to speed.","sourceStartTime":408.6,"sourceEndTime":420.0}},{"id":421794,"startTime":419.6,"endTime":466.0,"type":"brand","title":"Ford Pro Elite facility","url":"/glossary/ford-pro-elite-facility","quote":"Last time you were on the show, you talked about your Ford Pro\n[424.8s] Elite facility. You've been a few months in it now. What does the absorption look like at this\n[430.1s] new Ford Pro Elite facility?","canonicalId":"brand:ford-pro-elite-facility","priority":0.7,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Ford Pro Elite is Ford’s branded service and commercial-vehicle support program/facility concept aimed at improving uptime and service experience for fleets and commercial customers. In this segment, the guest discusses how the new Ford Pro Elite facility is ramping up and how busy it is.","simplifiedExplanation":"Ford Pro Elite is Ford’s branded setup for servicing commercial customers. The guest is talking about how well their new Ford Pro Elite service location is getting customers and becoming profitable.","sourceStartTime":419.6,"sourceEndTime":466.0}},{"id":421795,"startTime":424.8,"endTime":466.0,"type":"concept","title":"absorption","url":"/glossary/absorption","quote":"Last time you were on the show, you talked about your Ford Pro\n[424.8s] Elite facility. You've been a few months in it now. What does the absorption look like at this\n[430.1s] new Ford Pro Elite facility?","canonicalId":"concept:absorption","priority":0.6,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In a dealership/service-facility context, “absorption” refers to how much of the facility’s capacity and fixed costs are covered by actual work (often tied to service volume). The guest is tracking how quickly the new Ford Pro Elite facility is generating enough business to justify its startup and ongoing expenses.","sourceStartTime":424.8,"sourceEndTime":466.0}},{"id":421796,"startTime":435.0,"endTime":438.0,"type":"company","title":"Ford financial statement","quote":"Yeah, so it is part of the Ford financial statement, Bill Knight Ford and Tulsa.\n[440.2s] So we've seen the fixed absorption somewhere between 75 and 82% the last couple of months.","canonicalId":"company:ford-financial-statement","priority":0.35,"confidence":0.6,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The guest references “Ford financial statement” to indicate the facility’s performance and cost structure are being tracked in Ford’s accounting/reporting framework. This is part of how dealerships and Ford manage fixed costs and ramp-up expectations for new facilities.","simplifiedExplanation":"They’re talking about how Ford tracks the business numbers for the facility. It’s basically the financial reporting side of how the new shop is doing.","sourceStartTime":435.0,"sourceEndTime":438.0}},{"id":421797,"startTime":514.2,"endTime":523.8,"type":"term","title":"recalls","url":"/glossary/recall","quote":"Ford came out a week or so ago, we reported it here and basically said, Hey, you remember those recall problems we had? We dubbed them the most recalled OEM last year.","canonicalId":"term:recalls","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A recall is when a manufacturer (or regulator) requires vehicles to be repaired because of a safety or compliance problem. In dealership discussions, recalls often drive both parts demand and service workload, especially for older vehicles still in the field.","simplifiedExplanation":"A recall is when a car company says, “We found a problem—bring the car in so we can fix it.” It’s usually for safety or legal reasons, and it creates extra work for service departments.","sourceStartTime":514.2,"sourceEndTime":523.8}},{"id":421798,"startTime":518.3,"endTime":523.8,"type":"term","title":"OEM","url":"/glossary/oem","quote":"We dubbed them the most recalled OEM last year. They said, Hey, all that's behind us.","canonicalId":"term:oem","priority":0.6,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"OEM stands for “original equipment manufacturer,” meaning the company that built the vehicle (or the major components). When someone says “most recalled OEM,” they mean the automaker responsible for the vehicles being recalled.","simplifiedExplanation":"OEM means the company that made the car in the first place. So if there’s a recall, the OEM is the one that has to fix the problem.","sourceStartTime":518.3,"sourceEndTime":523.8}},{"id":421799,"startTime":541.12,"endTime":546.06,"type":"car","title":"Ford Expedition","url":"/cars/ford/expedition","image":"https://upload.wikimedia.org/wikipedia/commons/2/2c/Ford_Expedition_Back_P4220628.jpg","quote":"...new we had some quality issues, the launch of the expedition, the new body style expedition, which was last ye...","canonicalId":"car:ford:expedition","priority":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Ford Expedition is a full-size SUV built for passenger space, towing capability, and long-distance comfort. The podcast references “quality issues” around the launch of a new body style, which is the kind of moment when early production problems and warranty claims can become a topic. That makes it relevant for buyers who want to understand how a model’s first years may differ from later updates.","simplifiedExplanation":"The Ford Expedition is a large SUV designed to carry more people and handle bigger trips. The podcast mentions that when a new version was introduced, there were some quality problems early on. That’s important because the first model years of a redesign can sometimes have more issues than later ones.","imageAttribution":"Wikimedia Commons / CC BY-SA 4.0","imageLicense":"CC BY-SA 4.0","imageSourceUrl":"https://commons.wikimedia.org/wiki/File:Ford_Expedition_Back_P4220628.jpg","sourceStartTime":541.12,"sourceEndTime":546.06}},{"id":421800,"startTime":562.4,"endTime":567.0,"type":"concept","title":"fleet business","url":"/glossary/fleet-business","quote":"we have a big fleet business and it puts a, you know, puts a strain on the, on the inventory we have there trying to get the recalls done and same on the, on the retail side.","canonicalId":"concept:fleet-business","priority":0.5,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Fleet business” refers to servicing vehicles used for commercial purposes (like company cars, delivery vehicles, or rental/transport operations) rather than individual retail customers. Fleet service is operationally different because downtime, scheduling, and recall completion can affect many vehicles at once.","simplifiedExplanation":"Fleet business means servicing cars used for work by companies. Instead of one customer’s car, you may have many vehicles, so scheduling and keeping them running becomes a bigger challenge.","sourceStartTime":562.4,"sourceEndTime":567.0}},{"id":421801,"startTime":579.4,"endTime":586.3,"type":"term","title":"mobile ROs","url":"/glossary/mobile-ros","quote":"you did 335 mobile ROs in May and we reported at the top, you've got a goal of 600 in June.","canonicalId":"term:mobile-ros","priority":0.7,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“RO” typically means repair order, and “mobile ROs” are repair orders handled by a mobile service unit rather than a traditional shop visit. This matters because mobile service changes how dealerships schedule techs, manage parts, and handle fleet downtime.","simplifiedExplanation":"An RO (repair order) is the work ticket that tells the shop what to fix. “Mobile” ROs mean the service is done at the customer’s location instead of you bringing the car into the dealership.","sourceStartTime":579.4,"sourceEndTime":586.3}},{"id":421802,"startTime":639.5,"endTime":645.5,"type":"term","title":"RO count","url":"/glossary/ro-count","quote":"now it's just the scale and leveraging the BDC and the tools we have to drive appointments and drive our RO count, which I think, you know, 335 last month was with one of the units being down due to a repair.","canonicalId":"term:ro-count","priority":0.6,"confidence":0.78,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"RO count refers to the number of repair orders generated by the service department. It’s a core operational metric because more repair orders generally means more service work being completed and billed.","simplifiedExplanation":"RO count is basically how many service repair jobs the shop writes up. More repair orders usually means the service department is staying busy.","sourceStartTime":639.5,"sourceEndTime":645.5}},{"id":421803,"startTime":686.3,"endTime":705.1,"type":"term","title":"pick up and delivery","url":"/glossary/pick-up-and-delivery","quote":"Okay. We have a company that we partner with on the driver side to help us with pick up and delivery... come to your house, pick up your card, take it for service... deliver it back to the customer.","canonicalId":"term:pick-up-and-delivery","priority":0.65,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Pickup and delivery is the service workflow where the dealership arranges transportation for the customer’s vehicle to and from service. In this segment, it’s used to handle a large share of remote service volume (hundreds of trips per month).","simplifiedExplanation":"Pickup and delivery is when the dealership comes to get your car for service and brings it back after. It’s one way to make service easier when you don’t want to visit the shop.","sourceStartTime":686.3,"sourceEndTime":705.1}},{"id":421804,"startTime":740.3,"endTime":751.2,"type":"term","title":"fixed ops directors","url":"/glossary/fixed-ops-directors","quote":"What are, what are fixed ops directors that say don't focus on fixed absorption? What are they missing about that as a metric?","canonicalId":"term:fixed-ops-directors","priority":0.6,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Fixed ops directors are dealership leaders responsible for the “fixed operations” side—primarily service and parts. They use metrics like efficiency and fixed absorption to manage profitability and capacity in the service department.","simplifiedExplanation":"Fixed ops directors run the dealership’s service and parts business. They track numbers that show how efficiently the shop is operating and whether it’s covering its overhead.","sourceStartTime":740.3,"sourceEndTime":751.2}},{"id":421806,"startTime":823.4,"endTime":836.5,"type":"concept","title":"variable and fixed ops journey","url":"/glossary/variable-and-fixed-ops-journey","quote":"You've got Lincoln and you've got Volvo. You do. Both. Compare Ford, Lincoln, Volvo of the three OEMs who are supporting you best in your variable and fixed ops journey right now.","canonicalId":"concept:variable-and-fixed-ops-journey","priority":0.55,"confidence":0.78,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Variable and fixed ops” is dealership shorthand for two buckets of after-sales operations: variable costs that change with workload (like technician hours and some labor) and fixed costs that don’t (like facility overhead). The “journey” part frames how the dealer tries to improve profitability and efficiency in both areas over time.","simplifiedExplanation":"Dealers have ongoing service work that costs money in two ways: some costs go up and down with how busy the shop is, and some costs stay the same no matter what. This phrase is basically talking about improving how the dealership manages both types of costs in the service business.","sourceStartTime":823.4,"sourceEndTime":836.5}},{"id":421805,"startTime":823.4,"endTime":910.7,"type":"brand","title":"Volvo","url":"/glossary/volvo","quote":"What do most people miss about Volvo as a brand? So we had the former CEO of Volvo American Canada on the show last week. He's now head of Subaru's finance program at Chase. Volvo is kind of one of those sleeper brands, like almost like maybe a Mazda.","canonicalId":"brand:volvo","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Volvo is the automaker the dealer is positioning as a dedicated sales focus, supported by Volvo’s OEM-side help. The host also frames Volvo as a “sleeper brand” with lower volume, then pivots to what people “most miss” about Volvo—specifically mentioning reliability.","simplifiedExplanation":"Volvo is the car brand the dealer is trying to grow more strongly. They say Volvo is a quieter, lower-volume brand, and they’re about to talk about why people still like it—especially around reliability.","sourceStartTime":823.4,"sourceEndTime":910.7}},{"id":421807,"startTime":823.4,"endTime":854.2,"type":"brand","title":"Lincoln","url":"/glossary/lincoln","quote":"You've got Lincoln and you've got Volvo. You do. Both. Compare Ford, Lincoln, Volvo of the three OEMs who are supporting you best in your variable and fixed ops journey right now.","canonicalId":"brand:lincoln","priority":0.35,"confidence":0.88,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Lincoln is Ford’s luxury brand, and the speaker discusses it as part of the dealer’s OEM support comparison. They also describe their dealership’s identity as being “dedicated” to Lincoln, similar to how they later position themselves for Volvo.","simplifiedExplanation":"Lincoln is Ford’s luxury car brand. The dealer is talking about how Lincoln’s support and brand focus affect their service and sales operations.","sourceStartTime":823.4,"sourceEndTime":854.2}},{"id":421808,"startTime":900.7,"endTime":906.4,"type":"concept","title":"sleeper brands","url":"/glossary/sleeper-brands","quote":"Volvo is kind of one of those sleeper brands, like almost like maybe a Mazda. You don't hear as much about it.","canonicalId":"concept:sleeper-brands","priority":0.45,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Sleeper brand” is a marketing concept meaning a brand that’s respected or liked by enthusiasts but doesn’t get as much mainstream attention or frequent consumer mindshare. In this segment, it’s used to explain why Volvo might feel under-discussed despite having loyal customers.","simplifiedExplanation":"A “sleeper brand” is a brand that doesn’t get a lot of hype or attention, but still has fans. The speaker is saying Volvo fits that idea because people don’t hear about it as much.","sourceStartTime":900.7,"sourceEndTime":906.4}},{"id":421809,"startTime":900.7,"endTime":906.4,"type":"brand","title":"Mazda","url":"/glossary/mazda","quote":"Volvo is kind of one of those sleeper brands, like almost like maybe a Mazda. You don't hear as much about it.","canonicalId":"brand:mazda","priority":0.25,"confidence":0.82,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Mazda is referenced as a comparison point for Volvo’s “sleeper brand” status—meaning a brand that isn’t as widely discussed or top-of-mind as the biggest mainstream names. The point is about brand visibility and consumer awareness, not a specific model.","simplifiedExplanation":"Mazda is used here as a comparison. The speaker means Volvo is a brand people don’t talk about as much, similar to how Mazda can be less in the spotlight than the biggest brands.","sourceStartTime":900.7,"sourceEndTime":906.4}},{"id":421810,"startTime":910.7,"endTime":915.9,"type":"term","title":"reliability","url":"/glossary/reliability","quote":"Well, I, you know, I think one thing is the reliability, right? They went through a,","canonicalId":"term:reliability","priority":0.3,"confidence":0.6,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In this context, “reliability” refers to how consistently a vehicle performs without unexpected failures over time—an important factor in how customers perceive a brand. The speaker is about to discuss Volvo’s reputation for reliability after mentioning what people miss about the brand.","simplifiedExplanation":"Here, “reliability” means how dependable the cars are—whether they tend to break down or need unexpected repairs. The speaker is saying that’s a big part of why people like Volvo.","sourceStartTime":910.7,"sourceEndTime":915.9}},{"id":421811,"startTime":925.76,"endTime":931.52,"type":"car","title":"Volvo XC90","url":"/cars/volvo/xc90","image":"https://upload.wikimedia.org/wikipedia/commons/2/2e/Volvo_XC90_II%2C_August_2014%2C_01.jpg","quote":"... and, and I would say the XE, you know, the XE60, XC90 here, where we're selling, you know, the majority...","canonicalId":"car:volvo:xc90","priority":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Volvo XC90 is a premium mid-size SUV that’s typically discussed for its family-friendly layout and upscale features. In the podcast context, it sounds like the XC90 is being mentioned as one of the models being sold in a particular market, which is often tied to inventory and customer demand. That makes it relevant to dealership operations and what shoppers are looking for.","simplifiedExplanation":"The Volvo XC90 is a larger SUV made for families and people who want more comfort and features. The podcast mentions it in the context of selling it in certain areas, which usually reflects customer interest and inventory planning. It’s the kind of vehicle that dealerships track because it tends to have a specific buyer profile.","imageAttribution":"Albin Olsson (CC BY-SA 4.0)","imageLicense":"CC BY-SA 4.0","imageSourceUrl":"https://commons.wikimedia.org/wiki/File:Volvo_XC90_II,_August_2014,_01.jpg","sourceStartTime":925.76,"sourceEndTime":931.52}},{"id":421812,"startTime":961.5,"endTime":1002.0,"type":"car","title":"Ford","image":"https://upload.wikimedia.org/wikipedia/commons/0/0c/1928_Model_A_Ford.jpg","quote":"When you think about Lincoln, Ford, Volvo, who's winning that lease cycle? ... last year, Ford came out with and Lincoln followed suit with a, with an affordable lease payment,","canonicalId":"car:ford:ford","priority":0.25,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Ford is mentioned in the context of lease offers and affordability—specifically, which automakers are “winning” the lease cycle. The host contrasts Ford’s lease strategy with Lincoln and Volvo’s approach.","simplifiedExplanation":"Ford is being discussed as one of the brands competing for customers through lease deals. The speaker is comparing Ford’s lease offers to other brands like Lincoln and Volvo.","imageAttribution":"Richard Smith (CC BY 2.0)","sourceStartTime":961.5,"sourceEndTime":1002.0}},{"id":421813,"startTime":972.9,"endTime":978.9,"type":"concept","title":"trade cycle","url":"/glossary/trade-cycle","quote":"He talked about how a solution to that is great OEM leases that helps to reduce that trade cycle. So the customer's coming back in, in more and more.","canonicalId":"concept:trade-cycle","priority":0.45,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The trade cycle is how long it takes a customer to replace one vehicle with another—often influenced by payments, incentives, and lease terms. Here, the host says better lease offers reduce that cycle, meaning customers return more often to buy or lease again.","simplifiedExplanation":"The trade cycle is basically how often people switch to a new car. The speaker is saying lease deals can make that happen sooner.","sourceStartTime":972.9,"sourceEndTime":978.9}},{"id":421814,"startTime":1033.7,"endTime":1044.3,"type":"term","title":"lease offers","url":"/glossary/lease-offers","quote":"your staff has to be trained and the customer needs to be educated. But there is, especially now with the lease offers, the way they are, that's a, that's, that's something that the customer needs to leave to your understanding.","canonicalId":"term:lease-offers","priority":0.6,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Lease offers are the specific deal terms and pricing incentives used to make leasing affordable, such as reduced monthly payments or special promotional structures. The host emphasizes that customers may be unfamiliar with leasing, so staff training and customer education are needed to help them understand the current lease offers.","simplifiedExplanation":"Lease offers are the specific discounts or deal terms that make leasing cheaper. The speaker is saying customers may not know how leasing works, so the dealership has to explain it clearly.","sourceStartTime":1033.7,"sourceEndTime":1044.3}},{"id":421815,"startTime":1074.0,"endTime":1080.4,"type":"concept","title":"lease market","url":"/glossary/lease-market","quote":"What makes Tulsa as an example less of a leasing market? Is it just a word? Yeah. We have, we're self-proclaimed, not a lease market.","canonicalId":"concept:lease-market","priority":0.55,"confidence":0.78,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A “lease market” is a local market where leasing is common enough that dealers and lenders expect many customers to choose leases rather than loans. That affects how dealers structure offers and how often customers return to buy again.","simplifiedExplanation":"A “lease market” just means an area where lots of people lease cars instead of buying them with a loan. If leasing is common, dealers expect more customers to come back after the lease ends.","sourceStartTime":1074.0,"sourceEndTime":1080.4}},{"id":421816,"startTime":1133.8,"endTime":1147.9,"type":"term","title":"84 month","url":"/glossary/84-month","quote":"…one thing we need to stop doing the 84 month yes, yes, is not a recipe for success.","canonicalId":"term:84-month","priority":0.85,"confidence":0.92,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“84 month” refers to an extended auto-loan term of 7 years. Longer terms can reduce the monthly payment, but they often increase total cost and can leave the customer owing money for longer—especially if the car’s value drops faster than expected.","simplifiedExplanation":"“84 month” means the loan is stretched out to 7 years. That can make the monthly payment look smaller, but it can cost more overall and can trap you owing money longer if the car loses value.","sourceStartTime":1133.8,"sourceEndTime":1147.9}},{"id":421817,"startTime":1159.6,"endTime":1166.3,"type":"term","title":"negative equity","url":"/glossary/negative-equity","quote":"…payments too high, what's the next thing that everyone does? Oh, we go 84. And in the reality is that person's going to have 10 to 15 to $20,000 with the negative equity for two to three years.","canonicalId":"term:negative-equity","priority":0.8,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Negative equity is when you owe more on the loan or lease than the vehicle is worth at that moment. In a trade-in scenario, that shortfall typically has to be rolled into the next deal, increasing the customer’s future balance.","simplifiedExplanation":"Negative equity means the car is worth less than what you still owe on it. If you trade it in, you may have to pay the difference or roll it into your next loan.","sourceStartTime":1159.6,"sourceEndTime":1166.3}},{"id":421818,"startTime":1189.3,"endTime":1195.0,"type":"term","title":"extended terms","url":"/glossary/extended-terms","quote":"…he has written into his finance pay plans, 72 months, 66 months, I think they get half compensation finance managers do because he says that's typically who's driving extended terms.","canonicalId":"term:extended-terms","priority":0.45,"confidence":0.78,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Extended terms” are longer financing durations than the more typical loan length. The discussion here links extended terms to higher likelihood of customers being steered into longer payments, which can increase negative equity risk.","simplifiedExplanation":"“Extended terms” means the loan is longer than usual. Longer loans can make payments easier to afford now, but they can also increase the chance you owe more than the car is worth later.","sourceStartTime":1189.3,"sourceEndTime":1195.0}},{"id":421819,"startTime":1189.3,"endTime":1195.0,"type":"term","title":"finance pay plans","url":"/glossary/finance-pay-plans","quote":"…he has written into his finance pay plans, 72 months, 66 months…","canonicalId":"term:finance-pay-plans","priority":0.4,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Finance pay plans” are the compensation structures dealers use for finance managers, often tied to what products and loan terms they sell. In this segment, the pay plan is used to discourage very long loan terms.","simplifiedExplanation":"“Finance pay plans” are how a dealership pays its finance managers. If the pay plan rewards certain loan lengths, it can influence what terms customers end up with.","sourceStartTime":1189.3,"sourceEndTime":1195.0}},{"id":421820,"startTime":1226.1,"endTime":1230.5,"type":"concept","title":"retention","url":"/glossary/retention","quote":"But when you talked about retention and service and trade cycle and everything that comes along with that, there are, you know, a lot more reasons why not to do it than there are to do it.","canonicalId":"concept:retention","priority":0.7,"confidence":0.86,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In dealership talk, “retention” means keeping customers coming back after the sale—especially for service work. It’s tied to fixed operations (service, parts, and maintenance) and the dealership’s long-term revenue beyond the initial transaction.","sourceStartTime":1226.1,"sourceEndTime":1230.5}},{"id":421821,"startTime":1240.0,"endTime":1243.5,"type":"concept","title":"variable ops","url":"/glossary/variable-ops","quote":"We appreciate you being on, sharing your perspectives on all things, fixed ops, variable ops, OEMs.","canonicalId":"concept:variable-ops","priority":0.65,"confidence":0.88,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Variable ops” refers to dealership activities that fluctuate with sales volume—most notably new and used vehicle sales. Compared with fixed ops, variable ops depends more directly on how many cars the store sells.","simplifiedExplanation":"“Variable ops” means the dealership side that changes depending on how many cars they sell. It’s more tied to sales than to ongoing service work.","sourceStartTime":1240.0,"sourceEndTime":1243.5}},{"id":421822,"startTime":1260.6,"endTime":1270.5,"type":"concept","title":"leasing","url":"/glossary/leasing","quote":"the automotive retired guy says, in today's market, people just need to lease their vehicles as most individuals, individuals want other vehicles at 27 to 36 months, just lease people.","canonicalId":"concept:leasing","priority":0.6,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Leasing” is a financing structure where you pay to use the vehicle for a set period, then typically return it or buy it at an agreed price. In dealership strategy, leasing can influence customer trade timing, mileage expectations, and how often customers re-enter the sales funnel.","simplifiedExplanation":"“Leasing” is like renting a car for a few years with set terms. After the lease ends, you usually return the car (or sometimes buy it), and it can change how often you switch vehicles.","sourceStartTime":1260.6,"sourceEndTime":1270.5}},{"id":421823,"startTime":1281.9,"endTime":1299.2,"type":"term","title":"mileage","url":"/glossary/mileage","quote":"Oklahoma, you've got more wide open spaces. There's more miles. So most people look at the leases first clients and say, hey, I drive too many miles to qualify for that.","canonicalId":"term:mileage","priority":0.55,"confidence":0.78,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In leasing, “mileage” usually refers to the allowed miles per year (or total over the lease term). Exceeding the limit can trigger extra charges, so some drivers look for ways to negotiate or choose a plan that fits their driving.","simplifiedExplanation":"With a lease, there’s often a limit on how many miles you can drive. If you go over, you may have to pay extra at the end.","sourceStartTime":1281.9,"sourceEndTime":1299.2}},{"id":421824,"startTime":1312.7,"endTime":1317.6,"type":"term","title":"multiple security deposits","url":"/glossary/multiple-security-deposits","quote":"S3SNM says the best game plan should be also presenting a lease option and get familiar with multiple security deposits. This would allow you to offer additional savings to your client.","canonicalId":"term:multiple-security-deposits","priority":0.6,"confidence":0.72,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Multiple security deposits” are extra upfront payments sometimes used in leasing to reduce the money factor (lease interest) or improve lease pricing. Dealers may discuss them as a lever to lower the customer’s monthly cost, depending on the leasing program rules.","simplifiedExplanation":"“Multiple security deposits” means paying extra money up front on a lease. The goal is usually to lower the monthly payment, but it depends on the lease terms and program.","sourceStartTime":1312.7,"sourceEndTime":1317.6}},{"id":421825,"startTime":1322.7,"endTime":1329.0,"type":"term","title":"72 months","url":"/glossary/72-months","quote":"But following up on the Brian Bend stock, would you cut your comp for finance people at 72 months? Would you restrict all out 84 months?","canonicalId":"term:72-months","priority":0.5,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“72 months” is another long auto-financing term (six years) that affects monthly payment, total interest cost, and how the deal is structured. Dealership teams often debate term lengths because they can change both customer affordability and the store’s profit mix.","simplifiedExplanation":"“72 months” means the loan is paid off over 6 years. Longer terms can lower the monthly payment, but they can also change the overall cost and how the dealership profits.","sourceStartTime":1322.7,"sourceEndTime":1329.0}},{"id":421826,"startTime":1628.5,"endTime":1666.0,"type":"concept","title":"front end speed","url":"/glossary/front-end-speed","quote":"Dealerships have spent years obsessing over front end speed. Speed to lead, internet response time.","canonicalId":"concept:front-end-speed","priority":0.45,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Front end speed refers to how quickly a dealership responds and moves leads through the sales funnel—especially online. The segment contrasts this with service retention, arguing that chasing speed to lead can distract from fixing service problems.","simplifiedExplanation":"Front end speed is how fast a dealership responds to shoppers and turns them into appointments or sales. The hosts say dealers focus on this so much that they may ignore service issues after the sale.","sourceStartTime":1628.5,"sourceEndTime":1666.0}},{"id":421827,"startTime":1628.5,"endTime":1634.6,"type":"term","title":"internet response time","url":"/glossary/internet-response-time","quote":"Dealerships have spent years obsessing over front end speed. Speed to lead, internet response time.","canonicalId":"term:internet-response-time","priority":0.4,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Internet response time is the elapsed time between a customer submitting an online inquiry and the dealership’s first response. It’s tracked because faster replies typically improve lead conversion rates.","simplifiedExplanation":"Internet response time is how quickly the dealership replies after you message them online. Faster replies usually lead to more sales.","sourceStartTime":1628.5,"sourceEndTime":1634.6}},{"id":421828,"startTime":1672.3,"endTime":1684.2,"type":"company","title":"Cox Automotive","url":"/glossary/cox-automotive","quote":"So you may have seen this Cox Automotive, they just put out another study and Cox dubbed this a crisis in dealer service retention.","canonicalId":"company:cox-automotive","priority":0.25,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Cox Automotive is a data and analytics company that publishes industry studies used by dealerships. In this segment, their study is cited as evidence of a crisis in dealer service retention.","simplifiedExplanation":"Cox Automotive is a company that studies the car industry and publishes reports dealerships use. Here, their report is being used to show that service customers are leaving dealers.","sourceStartTime":1672.3,"sourceEndTime":1684.2}},{"id":421829,"startTime":1694.2,"endTime":1740.8,"type":"concept","title":"defection","url":"/glossary/defection","quote":"it's a defection, a massive defection from franchise dealers to independence, Britt, right?","canonicalId":"concept:defection","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In this context, defection means customers leaving franchise dealerships for independent service providers. The segment uses it to describe a measurable shift in service market share away from the selling dealer.","simplifiedExplanation":"Here, defection means customers stop using the dealership for service and go elsewhere, like independent shops. The hosts say this is happening in a big way.","sourceStartTime":1694.2,"sourceEndTime":1740.8}},{"id":421830,"startTime":1740.8,"endTime":1746.44,"type":"company","title":"CDK","url":"/glossary/cdk","quote":"Yeah. So what's the problem? What's causing this defection? I mean, I could point to one issue. I know CDK says, hey, 25 percent of customers get put on hold.","canonicalId":"company:cdk","priority":0.2,"confidence":0.6,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"CDK is referenced as a provider that affects dealership operations—specifically the segment claims “CDK says” about customers being put on hold. This implies a technology or call-handling issue impacting the customer experience.","simplifiedExplanation":"CDK is mentioned as the source of a claim about customers being put on hold. The takeaway is that dealership systems/processes may be causing delays when customers try to reach service.","sourceStartTime":1740.8,"sourceEndTime":1746.44}},{"id":421831,"startTime":1764.4,"endTime":1769.1,"type":"term","title":"DMS records","url":"/glossary/dms-records","quote":"So let's just try to run the math. If you're, if you're a store that has 10,000 DMS records and you have four BDC reps...","canonicalId":"term:dms-records","priority":0.7,"confidence":0.88,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“DMS” stands for Dealer Management System, the software dealerships use to track customers, vehicles, service history, and appointments. “DMS records” are the customer/service data stored in that system.","simplifiedExplanation":"A DMS is the dealership’s computer system for tracking customers and service history. “DMS records” are the entries in that system that the dealership can use to contact customers.","sourceStartTime":1764.4,"sourceEndTime":1769.1}},{"id":421832,"startTime":1769.1,"endTime":1774.0,"type":"term","title":"BDC reps","url":"/glossary/bdc-reps","quote":"If you're, if you're a store that has 10,000 DMS records and you have four BDC reps, and those BDC reps are also managing sales leads and sales opportunities, you're going to end up having, let's say roughly 80, 90 percent of your service opportunities die...","canonicalId":"term:bdc-reps","priority":0.75,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“BDC reps” are Business Development Center representatives at a dealership. They typically handle inbound/outbound phone calls and follow-ups for leads, helping route customers to sales or service.","simplifiedExplanation":"BDC reps are the dealership staff who handle lead follow-ups—usually by phone and email. They help make sure people who reach out actually get connected to the right department.","sourceStartTime":1769.1,"sourceEndTime":1774.0}},{"id":421833,"startTime":1774.0,"endTime":1788.5,"type":"concept","title":"unmind gap","url":"/glossary/unmind-gap","quote":"you're going to end up having, let's say roughly 80, 90 percent of your service opportunities die in what I call the unmind gap. And the unmind gap is the space between what your team could act on and what they actually have the bandwidth to act on.","canonicalId":"concept:unmind-gap","priority":0.8,"confidence":0.82,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The “unmind gap” is described as the mismatch between what a dealership could act on (based on its data and processes) and what it actually has the bandwidth to act on. In other words, leads and service needs fall through the cracks because follow-up isn’t proactive.","simplifiedExplanation":"This is the gap between what the dealership knows it should do and what it can realistically do day-to-day. Because of that, customers who need service often don’t get contacted in time.","sourceStartTime":1774.0,"sourceEndTime":1788.5}},{"id":421834,"startTime":1834.2,"endTime":1838.6,"type":"brand","title":"Jiffy Lube","url":"/glossary/jiffy-lube","quote":"So for them, you know, it makes sense that they would choose to drive down the street to the Jiffy Lube or whatever independent because it's convenient.","canonicalId":"brand:jiffy-lube","priority":0.25,"confidence":0.92,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Jiffy Lube is a well-known quick-service brand that competes with dealerships for routine maintenance like oil changes. The host uses it as an example of an independent option customers choose when dealership booking and response are slow.","sourceStartTime":1834.2,"sourceEndTime":1838.6}},{"id":421835,"startTime":1926.7,"endTime":1932.32,"type":"car","title":"Toyota Camry","url":"/cars/toyota/camry","image":"https://upload.wikimedia.org/wikipedia/commons/6/6f/2018_GAC-Toyota_Camry_%28front%29.jpg","quote":"...u a message, Sam, and I said, hey, Sam, your 2022 Camry is coming up on its 30,000 mile service, that's g...","canonicalId":"car:toyota:camry","priority":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The Toyota Camry is a mid-size sedan known for comfortable daily driving and strong resale value. In the podcast context, it’s being discussed because a 2022 Camry is approaching its 30,000-mile service interval, which is a common maintenance milestone for routine checks and fluids. Dealerships often talk about these service schedules to keep the car running smoothly and prevent bigger issues later.","simplifiedExplanation":"The Toyota Camry is a regular family car (a sedan) meant for everyday driving. The podcast mentions a 2022 Camry that’s getting close to its 30,000-mile service, which is when the car needs scheduled maintenance like inspections and fluid-related work. This helps keep the car reliable as it gets used more.","imageAttribution":"User3204 (CC BY 4.0)","imageLicense":"CC BY 4.0","imageSourceUrl":"https://commons.wikimedia.org/wiki/File:2018_GAC-Toyota_Camry_(front).jpg","sourceStartTime":1926.7,"sourceEndTime":1932.32}},{"id":421836,"startTime":2013.3,"endTime":2023.2,"type":"concept","title":"proactive outreach","url":"/glossary/proactive-outreach","quote":"Some dealerships have actually hired someone with a focused\nrole on proactive outreach. A lot of dealerships are using AI tooling and AI software to help\naccomplish this, especially at scale, right?","canonicalId":"concept:proactive-outreach","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In a dealership context, proactive outreach means contacting customers before they ask—using service reminders or tailored messages to encourage them to schedule work. The goal is to increase completed repair orders by reducing the chance customers forget or delay.","simplifiedExplanation":"It means the dealership reaches out to customers first, instead of waiting for them to come in. For service, that can be reminders or messages that encourage people to book appointments.","sourceStartTime":2013.3,"sourceEndTime":2023.2}},{"id":421837,"startTime":2017.6,"endTime":2023.2,"type":"term","title":"AI tooling","url":"/glossary/ai-tooling","quote":"A lot of dealerships are using AI tooling and AI software to help\naccomplish this, especially at scale, right? It's hard to do that manually across 10,000 records.","canonicalId":"term:ai-tooling","priority":0.6,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“AI tooling” here refers to software tools that use artificial intelligence to automate or assist marketing and customer-contact workflows. In dealership service, it’s used to personalize outreach and manage it at large customer volumes.","simplifiedExplanation":"They’re talking about computer software that uses AI to help the dealership contact customers more efficiently. Instead of doing everything manually, it can help send the right messages to the right people.","sourceStartTime":2017.6,"sourceEndTime":2023.2}},{"id":421838,"startTime":2039.1,"endTime":2046.3,"type":"term","title":"repair orders","url":"/glossary/repair-orders","quote":"There's over 100,000 customers, 120,000 repair orders, and the only variable was whether the\ndealers had AI proactively working and doing outreach to the customer or if they were kind\nof leaving them up to their own devices to remember on their own.","canonicalId":"term:repair-orders","priority":0.75,"confidence":0.95,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"A repair order (RO) is the dealership’s official work authorization document for vehicle service—what work is requested, approved, and tracked. Counting completed ROs is a direct way to measure how many service jobs actually get done.","simplifiedExplanation":"A repair order is the paperwork that starts a service job at the dealership. A “completed” repair order means the work was actually finished.","sourceStartTime":2039.1,"sourceEndTime":2046.3}},{"id":421839,"startTime":2056.0,"endTime":2063.4,"type":"term","title":"lift","url":"/glossary/lift","quote":"the dealers ended up seeing a 27% lift in completed ROs per dealer per month, 27% lift,\nwhich is basically like 95 incremental or additional ROs a store every month.","canonicalId":"term:lift","priority":0.35,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Lift” is a marketing/analytics term meaning the percentage increase in an outcome after a change. Here it’s used to quantify how much more completed repair orders the dealers generated after deploying AI outreach.","simplifiedExplanation":"Lift just means “how much better it got” after they made a change. In this case, it’s how much more service work got completed.","sourceStartTime":2056.0,"sourceEndTime":2063.4}},{"id":421840,"startTime":2085.5,"endTime":2096.2,"type":"concept","title":"graveyard of point solutions","url":"/glossary/graveyard-of-point-solutions","quote":"So speaking of the graveyard of point solutions,\nevery dealer knows what you're describing. What's the actual cost of that fragmentation,","canonicalId":"concept:graveyard-of-point-solutions","priority":0.6,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The “graveyard of point solutions” describes a dealership tech stack filled with many single-purpose tools that don’t integrate. The result is fragmented workflows where data and context don’t move between systems.","simplifiedExplanation":"It’s the problem where a business buys lots of separate software tools that don’t work well together. That can make it harder for staff to help customers because information isn’t shared.","sourceStartTime":2085.5,"sourceEndTime":2096.2}},{"id":421841,"startTime":2112.9,"endTime":2123.3,"type":"term","title":"digital MPI","url":"/glossary/digital-mpi","quote":"You have your scheduling over here, reputation management over there, \ndigital MPI over here, it goes on and on. And none of those systems are talking to each other,","canonicalId":"term:digital-mpi","priority":0.65,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"MPI (multi-point inspection) is a structured checklist used to assess a vehicle’s condition at multiple locations. “Digital MPI” means the inspection is captured and managed in software, typically to document findings and support recommendations during the service visit.","sourceStartTime":2112.9,"sourceEndTime":2123.3}},{"id":421842,"startTime":2148.5,"endTime":2170.0,"type":"term","title":"complexity tax","url":"/glossary/complexity-tax","quote":"we call that the complexity task tax. And the complexity tax is the invisible cost of running a dozen disjointed systems that don't work together and don't share information back and forth.","canonicalId":"term:complexity-tax","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Complexity tax” is the hidden cost a dealership pays when its sales, service, and marketing tools don’t integrate. In practice, it creates extra work (manual handoffs, duplicated effort) and hurts the customer experience because teams can’t see each other’s context.","simplifiedExplanation":"“Complexity tax” means the extra hassle and wasted time that happens when different computer systems at a dealership don’t talk to each other. That can make employees work slower and customers feel like nobody is keeping track of them.","sourceStartTime":2148.5,"sourceEndTime":2170.0}},{"id":421843,"startTime":2165.3,"endTime":2169.8,"type":"term","title":"context switching","url":"/glossary/context-switching","quote":"They're spending more time context switching than actually building relationships with customers.","canonicalId":"term:context-switching","priority":0.5,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Context switching” is when staff repeatedly switch between tasks or information sources instead of staying focused. In dealership operations, that often shows up as bouncing between tabs and manual handoffs, which slows down work and can worsen customer follow-through.","simplifiedExplanation":"Context switching is when someone keeps changing what they’re working on or what screen they’re on. At a dealership, that can waste time and make it harder to give customers a smooth, consistent experience.","sourceStartTime":2165.3,"sourceEndTime":2169.8}},{"id":421844,"startTime":2181.9,"endTime":2186.3,"type":"term","title":"marketing team","quote":"the advisor doesn't know what the marketing team sent. Sales doesn't know what service flag the customer is getting lambasted with a bunch of duplicate messages","canonicalId":"term:marketing-team","priority":0.35,"confidence":0.6,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"In this context, the “marketing team” is the group sending customer communications (offers, campaigns, and messages). The speaker’s point is that if marketing messages aren’t synchronized with service and sales systems, customers can receive duplicates or contradictory outreach.","simplifiedExplanation":"Here, “marketing team” means the people sending emails, texts, and promotions to customers. If their messages don’t match what sales or service is doing, customers can feel confused or ignored.","sourceStartTime":2181.9,"sourceEndTime":2186.3}},{"id":421845,"startTime":2228.3,"endTime":2234.1,"type":"term","title":"CRM","url":"/glossary/crm","quote":"I asked, Hey, will there be a day where some of these AI solutions actually outpunt or outtake DMS CRM? Like there won't be these divisions.","canonicalId":"term:crm","priority":0.6,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"CRM means “Customer Relationship Management,” software that tracks customer interactions, leads, and communications. In a dealership context, a CRM that doesn’t share data with the DMS can lead to duplicate or mismatched messages between sales and service.","simplifiedExplanation":"CRM is the system dealerships use to keep track of customers and their messages. If it doesn’t sync with the service system, customers may get confusing or repeated updates.","sourceStartTime":2228.3,"sourceEndTime":2234.1}},{"id":421846,"startTime":2245.7,"endTime":2256.6,"type":"term","title":"bi-directional data sharing","url":"/glossary/bi-directional-data-sharing","quote":"like the bi-directional data sharing is important because you can't see what's happening over here unless what's happening over there is documented and accessible in a way that the whole ecosystem can see and understand.","canonicalId":"term:bi-directional-data-sharing","priority":0.45,"confidence":0.85,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Bi-directional data sharing” means information flows both ways between systems (for example, sales and service platforms). The goal is that each team can see what the other team is doing, which reduces duplicate outreach and improves continuity for the customer.","simplifiedExplanation":"This means the dealership systems exchange information both directions. So sales and service can both see the same customer details, instead of working from incomplete or outdated info.","sourceStartTime":2245.7,"sourceEndTime":2256.6}},{"id":421847,"startTime":2271.3,"endTime":2276.04,"type":"term","title":"Claude","url":"/glossary/claude","quote":"I think dealers are fascinated. You see Claude come out with that new version,","canonicalId":"term:claude","priority":0.4,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“Claude” refers to Anthropic’s AI assistant model family, which the speaker cites as an example of rapidly advancing AI capabilities. The implication is that AI could help unify dealership data and reduce the operational friction caused by disconnected systems.","simplifiedExplanation":"“Claude” is an AI assistant product. The host is using it as an example of how quickly AI tools are improving and how that could help dealerships connect their information better.","sourceStartTime":2271.3,"sourceEndTime":2276.04}},{"id":421848,"startTime":2445.1,"endTime":2451.4,"type":"concept","title":"AI platform","url":"/glossary/ai-platform","quote":"And that gap that you're talking about... maybe it's a process change, maybe it's an AI platform or tool, maybe it's reorganizing in your dealership staff who owns proactive outreach entirely.","canonicalId":"concept:ai-platform","priority":0.45,"confidence":0.7,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"An AI platform in this dealership context refers to software that uses customer/service data to automate or optimize outreach and follow-up. The host contrasts it with manual processes, suggesting the tool can target customers more effectively and consistently.","simplifiedExplanation":"An AI platform here means computer software that helps the dealership contact customers. Instead of relying only on people to do everything, it can automate and improve who gets contacted and when. The host implies it helps outreach perform better.","sourceStartTime":2445.1,"sourceEndTime":2451.4}},{"id":421849,"startTime":2543.1,"endTime":2549.0,"type":"concept","title":"AI quarterback","url":"/glossary/ai-quarterback","quote":"And some of them I've heard referred to this role as the AI quarterback, you know, bringing it back to sports analogies, AI quarterback.","canonicalId":"concept:ai-quarterback","priority":0.35,"confidence":0.78,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"“AI quarterback” is a sports metaphor for a role that coordinates and directs AI-driven outreach across the dealership. The idea is that one accountable function “owns” the strategy and execution, then plugs into service and sales workflows.","simplifiedExplanation":"“AI quarterback” is a metaphor for someone (or something) that directs the whole outreach effort. Like a quarterback calls plays, this role coordinates how AI is used across departments. The host says having clear ownership is a best practice.","sourceStartTime":2543.1,"sourceEndTime":2549.0}},{"id":421850,"startTime":2714.4,"endTime":2781.2,"type":"topic","title":"Internet Director","url":"/glossary/internet-director","quote":"We transition on to Nicholas Velez, Internet Director at Valley Kia of Fontana. Nicholas, welcome to the show.","canonicalId":"topic:internet-director","priority":0.4,"confidence":0.8,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"An Internet Director is a dealership role focused on managing online sales leads and digital customer communication. This segment frames the job as evolving with AI tools that help staff answer questions and provide relevant vehicle information in real time.","simplifiedExplanation":"An Internet Director is the person at a dealership who runs the online lead process. They help make sure people who contact the dealership online get good, timely answers and are guided toward buying.","sourceStartTime":2714.4,"sourceEndTime":2781.2}},{"id":421851,"startTime":2714.4,"endTime":2750.3,"type":"brand","title":"Kia","url":"/glossary/kia","quote":"Nicholas Velez, Internet Director at Valley Kia of Fontana.","canonicalId":"brand:kia","priority":0.25,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Kia is the automaker whose vehicles are being sold and serviced at the dealership mentioned in this segment. The speaker is specifically working at a Kia store, which shapes the lead-handling and vehicle-question context discussed.","simplifiedExplanation":"Kia is the car brand. The guest works at a dealership that sells Kia vehicles, so the discussion is about how they handle online leads for Kia shoppers.","sourceStartTime":2714.4,"sourceEndTime":2750.3}},{"id":421852,"startTime":2769.2,"endTime":2824.76,"type":"topic","title":"Agentec AI","url":"/glossary/agentec-ai","quote":"We just had this conversation about Agentec AI with Britt from Impel. What's your take on Agentec AI and how it's changing the role of Internet Director or BDC at any store right now?","canonicalId":"topic:agentec-ai","priority":0.55,"confidence":0.9,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Agentec AI is an AI assistant used in dealership customer communication workflows. In this segment, it’s discussed as changing how an Internet Director or BDC team responds to leads by providing relevant information and answering questions throughout the day.","simplifiedExplanation":"Agentec AI is a computer tool dealerships use to help answer customer questions faster. Here, they’re saying it helps the internet/BDC team respond with better, more relevant info instead of just sending basic replies.","sourceStartTime":2769.2,"sourceEndTime":2824.76}},{"id":421853,"startTime":2775.0,"endTime":2781.2,"type":"company","title":"Impel","url":"/glossary/impel","quote":"We just had this conversation about Agentec AI with Britt from Impel.","canonicalId":"company:impel","priority":0.2,"confidence":0.75,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"Impel is referenced as the company associated with Britt in the conversation about Agentec AI. This matters because it frames Agentec AI as part of a vendor ecosystem used by dealerships.","simplifiedExplanation":"Impel is a company mentioned in connection with the AI tool being discussed. It’s part of the vendor side of dealership software.","sourceStartTime":2775.0,"sourceEndTime":2781.2}},{"id":421854,"startTime":2837.3399999999997,"endTime":2843.04,"type":"car","title":"AMC Matador","url":"/cars/amc/matador","image":"https://upload.wikimedia.org/wikipedia/commons/3/3a/1973_AMC_Matador_wagon_id-Cecil%2710.jpg","quote":"...using for this in that role? Yeah, I've been with Matador AI for like the last five years. We tried up, dow...","canonicalId":"car:amc:matador","priority":0.5,"source":"hybrid-fuzzy+gpt-5.4-nano","data":{"explanation":"The AMC Matador is a classic American car model that’s often brought up in historical or niche automotive discussions. In the podcast context, “Matador AI” appears to be mentioned, but the key point is that the name “Matador” is being used as part of a product or service discussion rather than a car being sold or serviced. That’s why it may come up even if the conversation isn’t about the vehicle’s mechanical details.","simplifiedExplanation":"The AMC Matador is a car model from the past. In this podcast snippet, “Matador” is being used as part of a name for something called “Matador AI,” so it’s not necessarily about the car itself. The conversation is more about that tool or service than about driving or maintaining the Matador.","imageAttribution":"CZmarlin — Christopher Ziemnowicz, releases all rights but a photo credit would be appreciated if this image is used anywhere other than Wikipedia. Please leave a note at Wikipedia here. Thank you! (Public domain)","imageLicense":"Public domain","imageSourceUrl":"https://commons.wikimedia.org/wiki/File:1973_AMC_Matador_wagon_id-Cecil'10.jpg","sourceStartTime":2837.3399999999997,"sourceEndTime":2843.04}}],"speakers":[{"id":"s1","name":"Yossi Levi","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/knight-on-mobile-service-dejohn-on-service-retention-velez-on-sales-daily-dealer-live/transcript.vtt","type":"text/vtt"}],"alignmentMode":"scalar","fallbackOffset":0.0}