Kyle Disher joins the Car Guy Coffee crew at an NCM client and friends event, where the hosts talk about how he shows up everywhere and helps vendors and dealers with practical solutions. The conversation then shifts into dealership execution: how onboarding and coaching should be transparent, and how to evaluate the customer experience with real-time mystery shop recordings. They also break down inbound phone-call handling using a “2020 purple charger” example, including how to control the conversation and secure an appointment.
In this special Series NCM Event Conversations we grabbed a few of our favorite guest to talk about their experiences and whats happening in our Industry. In this interview Lou Ramirez and Fred Lennartz speak with Kyle Disher of RevDojo to talk about saying “yes” to tough projects, creating solutions for dealers and vendors, and growing his business through bold execution.
Join us at NCM’s first-ever Fuel the Future May 18th-20th – An NCM Fixed Ops Summit, an experience built for leaders ready to elevate performance, profitability, and the customer journey through modern systems and by utilizing AI-driven innovation. Register Now!
"...but aggressive honesty that's something that this new yorker had to actually learn how to muddle down a little..."
The Chrysler New Yorker is a large, comfortable car made for a smooth ride. It’s meant to feel more luxurious than sporty, but it can still feel a little “too much” at first depending on how you drive it. The point is that with the right approach, it can feel calmer and more relaxed.
The Chrysler New Yorker is a full-size luxury sedan made by Chrysler, known for its comfortable ride and traditional “big car” presence. In a podcast context, it may be discussed as a car that can feel a bit too bold or intense at first, then becomes more refined and easier to live with as you learn how it behaves. That “muddling down” idea fits how these cars can be tuned by driving style and setup to feel calmer and more composed.
"i think two times we have recordings of him doing a real-time mystery shop"
A mystery shop is like a test where someone pretends to be a real customer. The goal is to see how the dealership actually treats people on the phone and during the process.
A “mystery shop” is when someone poses as a normal customer to test how a dealership handles calls, sales process, and customer service. In this segment, they’re using it as a real-time way to measure what customers experience rather than relying on internal opinions.
"i thought i saw a 2020 purple charger and i just want to see if it's still there please"
The Dodge Charger is a popular American car model. In this clip, they’re discussing a specific used-car listing— a 2020 Charger in purple—so you can see how people ask dealerships about what’s actually for sale.
The Dodge Charger is a long-running American muscle/car model known for its V8 heritage and wide range of trims. Here, the hosts are talking about a specific listing—“2020 purple Charger”—to illustrate how dealerships track and respond to used-car inventory online.
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Hello and welcome to the CarGuy coffee podcast. You are listening to the inter brews at the
NCM client and friends event. Enjoy these conversations. Let's brew. What's going on
car guys and car gals welcome back to what's popping over here in Kansas City. We got a whole
lot that's barbecue and right now we have an incredible one that's got a nice disher for you
the one the only Kyle disher. Welcome back to the show brother excited that you're here. Always
excited to have you on the show. Every event we're at we always run into you because you're
everywhere your omnipresent brother and I appreciate that because you're always trying to bring
solutions to people whether it's getting the video done at these events whether it's helping
vendors be able to partner with other vendors whether it's getting together and just having
a good time you're always part of that man and I appreciate you for doing that. I appreciate you
right back for those of you that didn't get to see it this morning if you're watching this these
guys kicked it off we're rocking the stage show hard I thought like run DMC was going to come out
basically to hype me it's like the hype man with no rap songs that's right this is the rap song
that's it if you sent him out it would have made sense but it made a lot of hype this morning
got him going you know I'm saying but that's what it's about it's about hyping people up and I
appreciate you for throwing a little on her it's like that and we honor you man since the first
time I and I've said this before on the show since the first time I met him the student's been
hilarious he's always been right with what he says about what to do next with inside your business
and I've seen him do that with his own business and grow it in so many ways one thing I know he
this guy will not say no but I love that about you and why are you like that what's what drives you
to see you know what you hear a project you like you know what I'll take it on what makes you do that
so from very early on we started a company I said if I could build a rocket ship if a dealer was
like hey man I want to build a rocket if I could do it as good or better and or for the same or
less money I'd just say yes so that's where a lot of our stuff comes from and in full disclosure
sometimes a dealer throws something at me and I'll be like that's not gonna work
what okay that's totally who Kyle is but okay what's the worst thing that can happen is that you
get really close and you you grow something completely different than no one's ever seen before
right and that's probably what happens most of time is that yes maybe never exactly but it's
always something amazing and it could be something so different but it actually does something bigger
than we thought yeah and I know that with some of the things that you've done such as you've
done things with hiring people and you call those like what's the exact terminology career fairs
career fairs yeah man and those are getting bigger and bigger and I've seen some of those ones that
you've had where you build up rooms that are just for days it's almost like having a like a paid
come on in we're gonna teach you something and yet people show up and they're getting opportunities
and you're helping people start careers in this industry we've interviewed up to 300 people at
once one time 300 people in a room I know it sounds insane if you saw the format though it makes
sense we turn 300 people in the 20 or 40 people and then we speed day to interview those folks it
just works out well wow that's yeah 300 people in front of you hey you're here for a job interview
sometimes they freak out but it works that's hilarious that's hilarious but you gotta find
out what you're working with and you're finding out right then and there right now pretty quick
yeah and during these career fairs you told a story yesterday which was awesome for us to be
able to hear and not foreign to a lot of people that are out there dealing with different levels
of leadership inside the store one of the career fairs you had a dealer literally step out
complain about you putting them yeah put them back inside of his place by letting them know
about the integrity to what it was that they hired you to come there and do now sometimes
inside of this business we run into different relationships in different scenarios but at
the end of the day we're all trying to help each other so if I need you to come help me I need to
listen to you right go what often is the issue is that those that are hiring us for our help won't
let us do the help that's very true we talked about it yesterday so we we have a process where each
person gets about a minute or two because if you go longer than that the people are how long
it takes to hire three to interview 300 people right it takes a lot and this person was grabbing
people an average traditional 101 interviews that were lasted 20 minutes now there weren't 300 people
in that room they're only 50 or 60 even with that amount of time though we'd have been there till
the next day 100% and so I interrupted one of his interviews he got pretty upset said some things
that you would say and afterwards I just I explained it to him it was totally cool so the only reason
that came up is yesterday the whole thing was about successful onboarding and explaining your
process and if onboarding goes bad the whole thing falls apart sham on me I'll take the bullet
that was our third or fourth event there the dealer actually hadn't been there though so
he didn't know what was going on and he's quite surprised the guy would walk up and go what are
you doing what are you doing and I love that you that you're talking about that and bringing
that up during the onboarding process because even hiring is onboarding folks and during that time
you need to be onboarding them getting them ready to what they're getting ready to do and I love
that you do that and that's really big when it comes to those types of career fairs really being
transparent about what it's going to be like having them do activities that are going to be similar
to what they're going to be doing in the stores getting them uncomfortable a little bit and seeing
how they do and I love that you are the king of getting people uncomfortable I love that and I
mean that in a good way yeah being uncomfortable is the only place we go I think I think both right
and I think that you do it because you care about people right you call them out for their stuff but
you do it because you love them you didn't care you just walk away I know that about you right
but you tend to step in a lot because you have a big heart man I think a bigger heart than most
people know and no doubt right and so that being said when you're doing those types of coaching
moments and you see that and you're knowing you're onboarding somebody and you see them struggle
but you see them actually learn something that's a big important part of the process wouldn't you
aggressive honesty so I just learned the older I get just tell people the 100% truth and don't do it
to be mean it just it makes things faster and you find out pretty quick what's going on it's
funny earlier in my career if I was 22 years old and a dealer was outside screaming about me I don't
know if I could have walked out and went dude you missed the whole intro meeting what were you mad
at me for bro hang up the phone get in there and do your job dude I don't know if I could have talked
to a guy that owned the place like that then but as you get older too there's less consequences
it's nice having that safety net to be so honest to people just be honest to everything works out
usually I love it do the right thing you have nothing to worry about but aggressive honesty
that's something that this new yorker had to actually learn how to muddle down a little bit
especially working in the south right yeah but the conversation that you had with leadership
this is something that we all have to brew on everybody because the participation that it takes
for us to be able to properly launch something inside of the store takes everybody if we didn't
show up to meetings on the product that we're launching in your store we would hear it from all
angles be cancelled and it be over but if leadership inside of the dealership doesn't take on what
they're investing in then it's how are they going to ever utilize what's being implemented inside
of the store to go to the next level what I love about this and what we were able to brew with the
v20 group is how to properly implement what it is that our solution is inside of the store because
so many times people get pumped in jack we know how to hype up a room and people get hyped up
on buying stuff when they come to events like this or other events but then implementing it
kind of can fall flat we learned a whole lot of things and you helped to curate an awesome event
yesterday for the v20 group what was it yeah that you were intentionally
looking to see being given to all the vendors that were sitting there yesterday so the v20 we
plan them kind of far in advance and if someone's watching this later and they're thinking about
going to v20 we have two or three meetings and we go what is the hot button for vendors right now
and the thing i'm hearing the most or at least a lot is churn right trying to save deals and a lot
of times the easiest way to finish a deal is by starting a deal the right way and so we brought
in a guy that runs 40 stores and we were like hey dude you implement stuff all the time what do you
do to make it to where you're 40 stores you could go at scale and launch a bunch of stuff and he just
again with that aggressive honesty thing i was like don't sugarcoat anything come in and tell this
room of 20 vendors what makes something work and what makes something not work and it's always nice
to hear from a dealer oh man what that's great insight yeah it takes us all to that next level
we appreciate you doing that now the v20 group is something that's continuously spawning new
v20 groups right i think what are we on 234 we're on point 44 point zero
heck yeah and there's so much that's brewing inside of that right now you're serving you're
almost on your one-year term serving as the chair he's making some big things happen what is it that
made you accept the honor of being able to lead this incredible team of vendors to be able to go
to the next level i'll sit in a room and you nominated me to be junior chair three years ago
and i was here i had junior chair there's nothing so i joined and then things changed
pretty quick and all of a sudden i find out i'm chairperson and it went quick so what had me do
it sitting in a room going huh i got nominated yeah sure fine and then just having to happen by
accident yeah that's the but then once i was in there i had to deliver you not only did you deliver
but you always put in the time man and i can appreciate what you did and because i know how
busy you are yet you still find time to do the things that matter inside everybody not just
inside your business but the 20 businesses that were inside that room right that's big man we
appreciate that one thing you've always done for us too is you always try to find ways to encourage
us give us tips on how to you know really build our business up to man and i honor that so much
i know i don't always take the tips i should or i hear them trust me i hear them but sometimes
i'm busy and i need to take a note from you on being busy yet still doing it i need to start
saying yes i need to start moving like that so i appreciate you for being that guy being an
encourager of saying yes more and more so i appreciate that brother see what happens
what's the worst together you know you double i'm double looked for two demos at three o'clock
so these guys moved my this up a little bit one of their most probably isn't going to show
just things usually take care of them that's what usually that's how it goes i'll be on one and if
both of them show up at the same time i'll have one of my guys jump in and do the other and that's
a mentality we need to have inside dealerships too just so you know like you should you double
them up man if you're if they say they could be there at that time at bookie because to his point
11 out of two may not even be there so i'd rather have somebody show up than no one show up
again car guys car gals we have a solution area that we really do appreciate check out rev dojo
because he's ruined solutions on a whole other level and there is so much more to this guy than
just this little interview go back search car guy coffee put in kyle disher and watch him do a demo
i think two times we have recordings of him doing a real-time mystery shop
to keep tradition alive we gotta go ahead and call a dealership why folks why because do you know
what your people actually sound like when they're calling the phone when they're calling on the
phone leaders when's the last time you sat down with the salesperson and you're viewed an incoming
call we have all of these layers that people have to go through to finally get the department
that they're looking for and then we drop the ball three four-year-old used car
anything thank you for calling the class sound automotive if you know your party's extension
you may dial in
what they're not just a how can i help you hi can i have a salesperson please
sure is there anybody in particular the nicest one all right you just one moment
are you allowed to buy a huge charger if you're going back to the requirement how long have i
been out of jail it just depends on the miles i was on the website about a week or so ago and
i thought i saw a 2020 purple charger and i just want to see if it's still there please
19 yes it's still there okay this was a 20 this 20s purple okay we haven't had a 20 but i have
had a 19 for a real week oh okay awesome is it on on a t purple plum crazy purple oh sweet
is on the website now it is oh cool i could i could probably get on there and check that one
i don't think that was the one but i mean mixed up i'm looking at so many cars i'm gonna say is
pretty good chance with this car because i haven't had a 20 purple charger cool all right sir i
appreciate it so much thank you talk soon i love you glad to be alive so nice it gets the
i love you but awesome and was he a little rushed was i a little sure but how do you take control
of the call you don't say yes no 2020 charger that is a great car you definitely
called the right place let me do this let me check on that 2020 charger for you not gonna take me
long at all but while i'm checking on the 2020 i can also check another stuff like you you're
for just a 2020 just something nice in that price range i just want something nice in that
price range awesome what's the best number to call you back and then get the person's phone number
now a lot of times i would engage the trade in there too but for this let's just say now he lost
all control because he gave all the information the first two seconds now if you would have asked
me for an appointment i would have said no matter what no matter how rushed somebody seems never hang
up for that ask him for an appointment don't say yes don't say no at the start get the phone number
before you tell the person anything you'll just set a lot more points oh my gosh that's gigantic
it's always a great choice i really if there's anything i'm we said a lot of really cool stuff
but for you salespeople go back and everything he just said write that down practice it do it that
is exactly how you do it that's magic so when you take an inbound call you got to make sure you're
ready for it don't sit there and just grab the phone and wing it be ready for it be prepared
like you said don't hit don't get them a yes or no at the very beginning get information ask them
questions take control of the conversation and i promise you they'll set the appointment with you
they'll be excited to come see all the options that you have for them so that was great man that was
really good you would have won a hundred dollars had you set the appointment but you didn't even
ask for the name even ask for the phone number and you're like okay cool when he's all the time
you have a card that's basically what he's looking for actually i was actually thinking he was going
the right direction for a second after even though he fumbled and i was like no and one
you call the one that has the purple i know
no it was a 20 now to be fair to him nine has had people to call or like literally this person
is calling from a correctional facility if it's that 19 charger am i allowed to make that joke
car guys car guys you got a little drop inside of your cup some good information some great
education which you're always going to get from our friend the one the only
now we have one thing left to do everybody and that's to lie on how to keep
all 31345 focus lie and keep growing you got it right that's rolling yeah
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