The Dealer Playbook

"From CPG to 17 Rooftops" — The Real Playbook Behind Running Marketing at Scale | Gary LaDue, Marketing Dir., Modern Auto

Gary Ladue spent eight years in corporate CPG, managing paper and planning brands at Mead, before making the jump into automotive retail nine and a half years ago. Today he runs marketing and technology across a 17-store dealer group, and this conversation is about what actually transfers when you come into this industry from somewhere else.Gary and Michael talk through what it takes to run marketing at scale across that many rooftops: the notebook-and-highlighter system Gary still prioritizes his day with, how his team built a six-month content pipeline using part-time shooters paired with an AI editing partner, and the simple effort-versus-payoff filter every new initiative has to clear before it gets resources. Gary's also candid about where AI still gives him pause, not the possibilities, but making sure it never gets pricing, inventory, or availability wrong in front of a customer.You can connect with Gary on LinkedIn, he's easy to find by name.Michael's takeaway: the best person to run your operation at scale isn't always the person who's been in cars the longest. Sometimes it's the person who learned discipline and systems somewhere else first, and had the sense to bring it with them.Timestamps(00:00) Intro(00:31) Show Support and Free Book(01:58) From Paper Brands to Career(07:19) Digital Tools vs Efficiency(10:49) Practical AI Across 17 Stores(12:47) Scaling Social Video with AI(20:18) Optimize Vendors and People(23:47) Value Still Wins(24:24) Defining Good Human(24:54) Respect And Listening(30:41) Longevity Through Uncertainty(33:29) Consent And FTC Compliance(36:14) AI Adoption And Fatigue(37:28) Responsible AI Guardrails(42:08) Connect With Gary(44:05) Final Thanks And Outro

Jul 21, 2026 44 min 5 annotations

“39 Cars To 62” - How A Store Fixed A Decade-long Sales Plateau In 60 Days | Jonathan Dawson, Dealer Principal at Cherokee Mitsubishi

Jonathan Dawson has spent over 20 years training dealerships as the president and founder of Sellcology and co-founder of the Pinnacle Society. A year ago, he became an owner and operator himself at Cherokee Mitsubishi.This episode centers on one story: a 10 year veteran salesperson who'd been chasing 40 cars a month for a decade, topping out at 39, and told Jonathan flatly that the only way to get there was to fire five coworkers and add more staff and inventory. Jonathan walked him through a simple math exercise instead, built entirely off the salesperson's own best single day. Two months later, he sold 62 cars. No new hires, no new inventory.Jonathan also gets specific about the moment he had to write up his own top performer twice in two days, why he didn't let it slide even though it stung more than he expected, and the principle he now runs his store by: you either raise your people to your standard, or you eventually lower your standard to your people.Michael's takeaway: the ceiling most salespeople hit isn't a real ceiling, it's a number they made peace with a long time ago, and the fastest way to break it is math, not motivation.(00:00) Standards Dilemma(00:45) Show Support And Free Book(02:11) TikTok Prodigy And Stewardship(04:08) Stewardship Defined With Examples(08:24) Self Accountability And Value(11:56) Building Owners In Business(14:50) Dealer Principal Hard Lessons(19:01) Non Negotiables And Accountability(21:58) Vision And Personal Branding(30:45) Unlocking Bigger Potential(36:12) Motivation And Kingdom Impact(39:25) Connect And Closing Remarks

Jul 14, 2026 42 min 4 annotations

"175 to 400 Cars a Month" — The Used Car Reframe That Changed Every Department | Rob Dell, VP at at Bob Ruth Ford

Rob Dell runs a Ford store in a town of just 2,700 people, boxed in by a competing Ford dealer every seven miles. Instead of fighting for new car volume he could never win, he rebuilt his store around used cars, taking monthly volume from around 175 to close to 400.In this episode, Rob breaks down the shift in thinking that made that growth possible. He explains why he stopped chasing a flat front-end profit number on every deal and started valuing every trade at a baseline of $3,500 once service, parts, and finance are factored in. He also gets into the historical data his buyers use to price a used car before it ever hits the lot, the five-thousand-dollar rule that keeps his team taking smart risks, and the six-person pod structure that keeps every manager focused without being stretched too thin.You can connect with Rob on LinkedIn, where he posts regularly about the real numbers at his store, wins and losses included.Michael's takeaway: the number that matters isn't how many cars you sell. It's understanding what one deal is actually worth once every department gets its share.Follow The Dealer Playbook so you never miss an episode.(00:00) Championship Mindset(00:53) Sponsor Message FlexDealer(02:19) Accidental Start In Cars(03:58) Choosing The Right Mentors(06:49) Building Teams In Pods(12:21) Leadership View And AI(14:56) Quality Service Wins(19:31) Used Cars Strategy Shift(22:24) Buying Used Cars With Data(25:49) Variable Vs Fixed Alignment(33:38) No Excuses Who Said(37:30) Learning From Mistakes(40:47) Bison Mentality Closing(41:57) Connect And Wrap Up

Jul 07, 2026 43 min 53 annotations

“My Team Will Adapt at the Drop of a Dime” — The GM Playbook for Leading When You Don’t Have All the Answers | Charlie Spradlin, GM Art Moehn Auto Group

There's a moment in this conversation where Charlie Spradlin says something most GMs would never admit out loud, and it's the reason his multi-rooftop dealer group keeps adapting faster than everyone else around him. He's not running things the way you'd expect for someone breaking records the way he is. This episode gets into how he actually leads his team through constant market shifts, what's really going on with his pay plan, and the one thing he had to let go of to get his store to where it is now.What you'll get from this episode:The mindset shift that changed how fast Charlie's team responds to a changing marketWhat's actually behind his pay plan, and why it's not what most dealers expectThe one thing Charlie had to give up to grow past where he was stuckA different take on what real trust looks like between a GM and their teamCharlie Spradlin is GM at Art Moehn Chevrolet Honda, where he's grown a multi-rooftop dealer group while protecting net profit through constant market shifts.Follow The Dealer Playbook so you never miss an episode.(00:00) What's Coming(00:51) Sponsor Message FlexDealer(02:22) Origin Story Into Auto(05:37) Climbing To General Manager(06:38) Mentors And Proximity(08:38) Discomfort And Humility(12:34) Post COVID Challenges(14:19) Vulnerable Leadership(17:32) Big Picture Perspective(25:50) Pay Plans And Culture(29:22) Running Into Storms(31:59) Used Car Inventory Fix(34:53) Architect Not Operator(40:52) Closing And Connect(41:51) Final Outro

Jun 30, 2026 42 min 10 annotations

"There is money to be made" — Unlocking Profit in the Used EV Market — Ryan Osten, Co-Founder & CEO at Lyteflo

Is your dealership struggling to move used EVs while your competitors are banking big? It's time to stop letting inventory sit and start capitalizing on the massive opportunity in the pre-owned electric vehicle market.In this episode with Lyteflo Co-Founder and CEO Ryan Osten, you'll discover:Why used EVs are consistently delivering up to \$5,000 in total gross profit per unit.The critical operational changes needed to stop inventory from aging out.How to leverage battery health reports to build trust, boost sales, and drive fixed ops revenue.The specific questions modern EV buyers are asking and how to equip your team to answer them confidently.Actionable strategies to gain a significant competitive edge in automotive retail for the next 12-24 months.Ryan Osten, Co-Founder and CEO of Lyteflo, provides EV sales and merchandising tools to help car dealerships confidently sell more electric vehicles.Follow The Dealer Playbook so you never miss an episode.Timestamps00:00 Used EV Gross Opportunity03:05 EVs Sitting on Lots Costs05:01 Why Dealers Struggle With EVs07:28 EV Test Drive Done Right09:58 Battery Health and Buyer Questions14:02 Service Retention Without Oil Changes17:15 How Battery Checks Work OBD19:39 Used EV Market Boom and Margins23:05 Connect With Ryan and Wrap Up23:36 Podcast Outro and Subscribe

Jun 23, 2026 23 min 52 annotations

"The middle ground" — How Smart Dealers Use AI Beyond Hype or Fear

Are the "AI zealots" and "AI doomsayers" clouding your judgment about what artificial intelligence actually means for your automotive retail business? It’s time to move beyond the hype and fear and discover the practical, actionable ways AI can elevate your dealership and refocus your team on what truly matters: human connection.What you will get from this episode:- Understand how AI can free up time from monotonous tasks, allowing your team to focus on meaningful customer interactions.- Learn how top performers are using AI to analyze CRM data, identify customer trends, and enhance sales strategies.- Discover practical applications for departmental leaders to transition from "operator" to "architect," empowering their teams.- Gain clarity on how to utilize AI to build a more effective, human-centric dealership culture.Join Michael Cirillo, Host of The Dealer Playbook, as he shares tangible examples and strategies from his own experience and from leading automotive professionals on leveraging AI to scale the human element in your business.Follow The Dealer Playbook so you never miss an episode.Timestamps00:00 Intro02:10 Hype vs Zealots02:51 Internet Disruption Story10:32 Finding the Middle Ground13:03 Watching Claude Ad15:05 Ad Breakdown and Narrative20:35 AI Scales the Human24:25 Dealer AI Morning Brief28:43 CRM Data Sales Insights31:44 GM Delegation with AI32:56 Three Practical Use Cases34:24 Final Takeaways and Outro

Jun 16, 2026 36 min

"Inventory as a Catalyst" — Why Inventory Is Still Your Most Overlooked Lever | Dan Collingridge, CTO At Flex Dealer

Are you still relying on outdated inventory practices that drain your profits and time? Many general managers and dealer principals dismiss inventory operations as "not super exciting problems," yet these foundational issues are costing your dealership hundreds of thousands in wasted ad spend and lost sales opportunities. It's time to stop the bleed and optimize where it matters most.Here's what you'll get from this episode:Understand why focusing on "unsexy" inventory problems is critical for dealer growth and profitability.Learn how clean, accurate data flows directly impact your advertising effectiveness and bottom line.Discover how modern tools, including AI, integrate with, rather than replace, the human element in automotive retail.Identify how to verify and merchandise your inventory more efficiently to sell more cars.Dan Collingridge, CTO at FlexDealer and LiftKit, brings decades of experience developing technology solutions to optimize inventory management in automotive sales.Follow The Dealer Playbook so you never miss an episode.Timestamps00:00 Intro00:40 CTO Take on AI02:51 AI Plateau Outlook05:28 Discernment and Youth06:54 Inventory as Catalyst08:14 Solving Dealer Data Flow08:47 Why Inventory Matters10:22 AI for Inventory Analysis12:12 Wrap Up and Subscribe

Jun 09, 2026 12 min

"$400 A Transaction" — Boosting F&i Profit With Data-driven AI | Adam Marburger, CEO at Ascent Dealer Services

In this episode, automotive F&I expert Adam Marburger reveals how leveraging data and accountability is generating a nearly $400 lift in F&I PDR per transaction for dealerships. Discover how top-performing dealers aren't chasing the next shiny object, but instead focusing on human capital and systematic processes to protect and grow their bottom line.What you will get from this episode:Understand why F&I is now a retention *and* profit center for your dealership.Learn how to identify and fix overlooked process gaps in your F&I department.Discover how AI isn't just hype—it's a powerful tool for F&I accountability and coaching.Strategies for investing in your team to drive consistent F&I performance and dealer growth.Why accountability, even when it "stings," is the key to unlocking hidden revenue.Adam Marburger, CEO at Ascent Dealer Services, brings years of experience in automotive retail and F&I training to help dealers optimize their profit centers.Follow The Dealer Playbook so you never miss an episode.Timestamps00:00 Intro01:08 Why F&I Matters Now02:21 Retention Through Relationships03:13 Scripts vs Real Connection04:28 Process and Accountability05:36 Why Accountability Hurts07:53 Growth Mindset Over Time11:27 Avoiding Work With Shiny Tools11:54 AI That Enforces Process13:42 One Shift Protect Margins15:29 Connect and Wrap Up15:45 Podcast Outro

Jun 02, 2026 16 min 22 annotations

"The Gap Is Widening" — Predicting WHO Wins And Loses In Today's Auto Market | Glenn Lundy, President 800% Elite Auto

In today's rapidly changing automotive retail landscape, are you positioning your dealership for unprecedented growth or an inevitable decline? Many long-standing car dealerships are facing a market that’s poised to create a “bloodbath for many,” while simultaneously launching others to unprecedented success. The question isn't 'if' the market will change, but whether you're ready to be the catalyst.Here’s what you’ll get from this episode:Rethink your time: Understand the critical difference between 'spending' and 'investing' time in your dealership operations and personal life to drive higher returns.Embrace the catalyst mindset: Discover why you are the biggest factor in your dealership's success or failure, regardless of external circumstances.Navigate the coming shift: Get a direct, unvarnished prediction of the market forces that will separate the thriving from the struggling in the next 12-24 months.Future-proof your dealership: Learn what foundational shifts are necessary to compete against major players and maintain relevance in a consolidated market.Glenn Lundy, President and Founder of the 800% Elite Automotive Club, shares his hard-won insights on the foundational principles that truly move the needle in dealership leadership.Follow The Dealer Playbook so you never miss an episode.Timestamps00:00 Intro01:24 Invest Time Mindset02:51 Dealership ROI Meetings04:16 You Are the Catalyst05:31 Morning Routines and Control07:48 Why Stories Before Strategies09:54 Industry Bloodbath Ahead12:12 Carvana Franchise Strategy14:17 Fighting for Opportunity15:47 Connect and Closing17:09 Podcast Outro

May 26, 2026 17 min 9 annotations

"Billion Miles of Data" — How AI Finds Hidden Profit In A Flat Market | Greg Uland, VP of Marketing, The Reynolds and Reynolds

Are you leaving money on the table in a flat market? While some see limited growth, others are leveraging technology to find profitability others miss. The key isn't working harder, it's working smarter.In this episode, Greg Uland, VP of Marketing at The Reynolds and Reynolds, reveals how unified data and AI can transform your dealership's operational efficiency. He breaks down how AI goes far beyond chatbots, tapping into every data point to maximize profit on every single vehicle and service interaction.What you will get from this episode:Understand how robust AI provides a competitive edge in today's no-growth automotive retail climate.Discover how unified data is the non-negotiable foundation for effective AI strategies that impact your bottom line.Learn how to identify hidden profit opportunities in your inventory, F&I, and fixed ops departments.Gain insights into reconciling new AI possibilities with the "people, process, technology" mantra of dealership leadership.Anticipate future cybersecurity watch-outs and infrastructure considerations for AI adoption without fear.Greg Uland is the VP of Marketing at The Reynolds and Reynolds Company, bringing a wealth of knowledge on automotive technology and data integration.Follow The Dealer Playbook so you never miss an episode.Timestamps00:00 Dealers and AI Reality00:18 Unified Data Foundation02:18 AI Beyond Chatbots05:01 Flat Market Efficiency Play08:41 Dynamic Pricing and Inventory12:50 AI Flywheel Use Cases19:33 Cloud vs On Prem Future22:01 AI in Marketing Workflows24:36 Connect and Closing

May 19, 2026 25 min 6 annotations

"Own your backyard" - The fastest way to increase ROI in your dealership | Troy Spring, Founder Dealer World

Is your dealership spending more on ads but selling fewer cars?Many automotive retail leaders pour massive budgets into marketing, hoping to generate more traffic, only to find their ROI shrinking. What if the answer isn't "more" but "smarter" – starting with your own backyard?From this episode, you’ll discover:Why "owning your backyard" is the most profitable, yet overlooked, growth strategy in automotive sales.How to audit your current lead processes to find and plug the leaks in your sales funnel *before* you increase ad spend.The three non-negotiable accountabilities that drive success, and how to identify where your team is falling short.Why returning to foundational sales principles, not chasing shiny new tech, is the key to sustainable dealer growth.Troy Spring, CEO and Founder of Dealer World and Co-founder of Dealer Funnel, shares decades of expertise on optimizing dealership operations and marketing for maximum ROI.Follow The Dealer Playbook so you never miss an episode.Timestamps00:00 Meet Troy Spring00:35 Why Basics Still Win03:41 Sales Is an Art04:26 AI Hype vs Process04:59 Traffic Is Not the Fix06:55 Audit the CRM Funnel14:51 Own the Backyard17:07 Mail Your Database19:02 Built on Fundamentals20:03 Connect and Wrap Up20:47 Podcast Outro

May 12, 2026 21 min 7 annotations

"Choose hard" — Finding Your Edge in Automotive Retail | David Spisak, Founder and CEO of DGS

Are you tired of hearing the same old talk about how "hard" automotive retail is? Everyone acknowledges the challenges, but few are willing to roll up their sleeves and actually do the hard work that creates real, sustainable dealer growth. This isn't about avoiding difficulty; it's about making deliberate choices that set your dealership apart.Here's what you'll get from this episode:Reframe how you view challenges in automotive retail, understanding they are opportunities for real differentiation.Discover why investing in people and fostering internal talent development isn't just "nice to have," but essential for dealer growth.Learn why embracing "unreasonable hospitality" can elevate your car dealership above the competition.Identify immediate, actionable steps to transition your team from just "talking the talk" to "walking the walk" on internal development.Understand why the inevitable changes, like new regulations, are ultimately beneficial for high-integrity car dealers.David Spisak, automotive consultant and keynote speaker, brings decades of experience leading top-performing dealerships and developing industry talent.Timestamps00:00 Keynote Skepticism Setup02:08 ASOTUCON Keynote Preview05:18 Circuit City to COO Story09:03 Bill Walsh Coaching Tree11:23 Dealers Resilience Through Change21:14 Develop Talent Like Techs26:17 Unreasonable Hospitality Standard28:17 FTC Rules and Choosing Hard38:44 Year of the Human Close43:18 Final Thanks and OutroFollow The Dealer Playbook so you never miss an episode.

May 05, 2026 44 min 49 annotations

"Wearing the story" — Marketing cars through authentic connection | Paul J Daly, Founder/CEO ASOTU

Is your dealership marketing feeling hollow? Are you chasing digital trends only to find your message falls flat? Many in automotive retail are struggling to cut through the noise, constantly investing in strategies that fail to build genuine connection or long-term loyalty. This isn't just about selling cars; it's about building a brand that resonates deeply with your community and stands the test of time.In this episode, you’ll learn:How to build an authentic brand that attracts customers who *choose* your dealership.The difference between fleeting "hype" and lasting, trustworthy dealership leadership.Why a targeted approach to automotive sales content creates a powerful inbound lead engine.How even a small audience can translate into massive dealer growth and business opportunities.The essential truth about connecting with customers: people buy stories, not just products.Paul J. Daly, Founder and CEO of ASOTU and host of Automotive State of The Union, shares his insights on why authentic connection is the ultimate marketing advantage in today's landscape.Timestamps00:00 Controversial Brand Question00:36 Intro05:10 Your Podcast Town07:15 See What Happens09:03 Big Guests Build Credibility10:36 Inbound Sales Engine14:30 Does Podcasting Still Work15:50 Niche Down Till It Hurts17:31 Dealerships Are Unique18:37 Wearing The Story19:40 Stradivarius Story Effect22:31 Real Vs Fake Content28:15 Known To Trusted33:49 Contact And Wrap UpFollow The Dealer Playbook so you never miss an episode.

Apr 28, 2026 34 min 43 annotations

"Brand Safety" — Why Your TikTok Guy is Costing Your Dealership | Exec Dir. of Marketing, Murgado Automotive

Is your dealership encouraging team members to "go viral?" You might be seeing the spike in clicks, but are you seeing the real cost? In an age where everyone's a content creator, maintaining brand integrity and a consistent message is harder than ever.In this episode, you’ll discover:Why relying on individual salespeople to create "viral" content can undermine your dealership's long-term reputation.How to communicate brand guidelines to your team so they become brand ambassadors, not brand liabilities.The critical difference between short-term engagement and sustainable dealer growth through consistent brand messaging.How to evaluate marketing partnerships to ensure they align with your dealership's values and community standing.Don Moss, Executive Director of Marketing at Murgado Automotive Group, shares his expertise on brand safety and the hidden implications of content strategy in "automotive retail".Timestamps00:00 Intro00:44 Why Brand Safety Matters01:39 Social Video Risks04:19 Setting Content Guardrails06:50 Personal Accounts vs Brand08:27 Influencers and Scandal Risk10:51 Who Owns the Standards14:13 Simplify for Growth15:30 Connect and Wrap UpFollow The Dealer Playbook so you never miss an episode.

Apr 21, 2026 16 min 28 annotations

"8 Hours To 2 Minutes" — The Response Time Fix That Sold More Cars Across 100 Dealerships | Paul de Vries, Founder DCDW

Is your dealership struggling to convert online leads into showroom appointments? You’re not alone. Many automotive professionals focus on getting leads, but miss the critical step of engaging them effectively to drive sales.Here’s what you’ll get from this episode:Implement Paul de Vries’ 6-step lead-handling process to increase appointments.**Understand the crucial role of speed and human connection in online lead conversion.**Learn how to best integrate AI to support, not replace, human sales efforts.**Discover how to build a team that excels at lead follow-up and customer engagement.**Paul de Vries, founder of the Digital Car Dealer Workshop and BDC co-owner, shares his proven methodology for dramatically improving lead response times and, most importantly, turning those leads into sales.Timestamps00:00 Intro03:27 AI vs Human Connection06:22 Six Steps to Better Calls09:49 Speed to Contact Results11:05 Hiring and Coaching BDC Teams12:36 EVs and Chinese Brands in Europe15:03 Wrap Up

Apr 14, 2026 16 min 32 annotations

"Human in the loop" — Why AI needs organic intelligence in your dealership | Mackenzie Wiltrout, Stream Companies

The AI hype is real, and every vendor at NADA claims to have the next big thing for your car dealership. But as you consider integrating new tools, are you truly solving problems or just inviting new ones? The promise of AI in automotive retail is vast, yet without a strategic approach and "human in the loop," the technology can quickly become a costly distraction.In this episode, you’ll discover:Why generic AI solutions often fail to deliver real ROI in a dealership setting.How to identify and choose AI tools that provide actionable data instead of just affirming biases.The critical role of "organic intelligence" in leveraging AI to move more metal and improve fixed ops.Strategies for avoiding common technological pitfalls that lead to change management nightmares.Mackenzie Wiltrout, VP of Innovation at Stream Companies, shares her expert perspective on finding impactful AI that genuinely drives dealer growth.Follow The Dealer Playbook so you never miss an episode.Timestamps:00:00 Intro01:11 AI Hype Versus Impact03:14 Proof And ROI Data05:59 Humans In The Loop07:57 Bias And Obliging Chatbots11:03 Stream Vision Orange OS13:25 Data Vacuum Dangers16:17 Outro

Apr 07, 2026 17 min 31 annotations

"Guaranteed human" — How AI makes connection critical | Joey Zanetis, EVP iHeart Media Automotive

AI is rapidly changing the automotive retail landscape. The question isn't whether it will impact your car dealership, but how to leverage it without alienating your customers. Are you ready to integrate AI in a way that amplifies, rather than diminishes, human connection and trust?In this episode, you will learn:Why 90% of consumers still prefer human interaction even while using AI.How to use AI to drive "auto un-intenders" – high-value customers who aren't actively shopping – to your store.The critical role of brand health in retaining loyal customers and avoiding the "race to the bottom" on pricing.Practical strategies to make your dealership more accessible to your target audience using audio channels.Joey Zanetis, Executive Vice President at iHeart Media Automotive, shares insights from extensive consumer studies on bridging the gap between cutting-edge AI and the timeless need for human connection in sales.Timestamps00:00 Intro00:53 Guaranteed Human Explained04:00 Redefining Smart in AI06:48 Human vs Machine Trust08:00 Influencers and Honest Reviews11:01 Brand Health and Trust15:32 Cross Platform Audio Strategy20:18 Auto Unintenders and Profit22:36 Podcast Outro

Mar 31, 2026 22 min 35 annotations

"Doesn't mean goodbye" — Recapturing "lost" customers through fixed operations | Kristine Lentz, Urban Science

Is your dealership losing customers you thought were gone for good? Every automotive professional knows the sting of a "lost" sale, but what if those defections weren't permanent goodbyes, but instead, opportunities for powerful comebacks through fixed operations?In this episode, Kristine Lentz, Product Operations Manager at Urban Science, reveals how using precise data can transform your view of customer defection from a failure to a strategic advantage.What you will get from this episode:Understand why traditional "defection" metrics might be leading you astray.Discover how leveraging sales data can pinpoint exactly why and when customers leave.Learn how to use fixed ops as a potent reactivation tool for "lost" customers.Redefine your follow-up strategies to recapture customers and build lasting relationships.Strategically deploy AI in your sales process to close crucial gaps.Kristine Lentz is the Product Operations Manager at Urban Science, bringing years of expertise in leveraging data to drive actionable insights and improve dealer performance.Follow The Dealer Playbook so you never miss an episode.Timestamps00:00 Intro00:42 Defection Defined02:43 Finding the Leak04:35 Days to Sale Insights05:32 AI as a Partner07:26 Empathy Still Matters08:57 Facing the Fear10:26 Stop Chasing Sold Leads10:59 Service Reactivation Play12:31 Data Plus Human Response13:55 Outro

Mar 24, 2026 14 min 22 annotations

“The Great Train Wreck” — Time, Friction, and the Dealership Process Breaking Customer Trust | Matt Lasher, President of Streamline Auto

Matt Lasher pulls back the curtain on one of the most expensive and preventable problems in automotive retail. The moment a customer falls in love with a car, spends five hours at the dealership, and then the deal collapses in finance because nobody asked the right questions early enough.In This EpisodeWhat the great train wreck actually is and why it is happening at every dealership every single dayHow the affordability crisis is creating a tidal wave that dealers need to start preparing for nowWhy lenders and dealers are like Mars and Venus and what it costs everyone when that gap stays openThe hidden bias toward customers with credit challenges and why 40% of consumers have a credit score of 680 or lessWhy empathy is not just a soft skill in automotive retail but a business strategyHow technology should be used to enhance human connection rather than skip over the people that make the deal happenMatt's perspective on why dealers are resilient and why this crisis is no different from every other one they have survivedAbout Matt LasherMatt Lasher is President at Streamline Auto and a people first advocate in automotive retail. With a background rooted in dealership operations, Matt now sits at the intersection of auto fintech and the dealer lender relationship, working to make it easier for dealers to serve every customer that walks through their door.Key Quotes"The great train wreck happens not because we want it to but because sometimes there is just a lack of information at the point that they need it.""40% of consumers have a credit score of 680 or less. If you are not thinking about the affordability problem you are just servicing the people that have buckets of cash.""Dealers are resilient. There is just no stopping the dealer."Resources and LinksConnect with Matt Lasher on LinkedInLearn more about Streamline at streamline.autoSubscribe to The Dealer Playbook newsletter at thedealerplaybook.comJoin the Dealer Playbook community for more conversations that matterTake ActionIf this episode hit home, do two things. First, subscribe to The Dealer Playbook wherever you listen so you don't miss the next one. Second, leave a review. It helps other dealers find these conversations when they need them most.Timestamps00:00 Intro00:48 Dealer to Vendor Shift02:17 Affordability Train Wreck04:26 Time Kills Deals05:50 Lenders vs Dealers Gap08:58 Tech With People First11:32 Empathy for Buyers15:21 Blind Spots in Credit16:38 Connect and Wrap Up17:22 Outro

Mar 17, 2026 17 min 23 annotations

"Stop Blaming Marketing": The Digital Mistake Costing Dealers Growth | Ashley Cavazos, NCM Associates

What if the reason your marketing isn’t driving growth… is because it was never invited into the strategy conversation in the first place?That question sits at the heart of this conversation with my good friend Ashley Cavazos, Digital Performance Consultant and Moderator at NCM Associates. We recorded this one live from the NADA show floor in Las Vegas, and within minutes we were digging into something I see happening in dealerships all the time.Leaders expect marketing to deliver results.But marketing often isn’t sitting in the room when the decisions that shape those results are made.In this episode, Ashley and I talk about why that disconnect still exists and what has to change if dealerships want marketing to actually drive growth instead of constantly cleaning up problems after the fact.Timestamps00:00 Intro00:47 Why Marketers Need Seats03:39 Inventory Firefighting Reality04:06 Connecting Teams And Journey06:22 Plan For Failure Points08:04 Process Before Mindset08:28 Alignment Beats AI Hype10:37 Leadership And KPI Clarity12:12 Advocating With Data Proof13:18 Contact Info And Closing

Mar 10, 2026 14 min 3 annotations

"It's Like a Wingman": The Sales Intelligence Tool Closing the Gap Between Your Worst and Best Reps | Jay Ku, Founder of HeyGreenlight

What if your newest salesperson could perform like your best one every single time?That's not a hypothetical. That's what Jay Ku, founder and CEO of Hey Greenlight, is actually building. And after sitting down with him at NADA, I have to be honest with you, this one stuck with me.Jay spent years at TrueCar meeting with people representing thousands of dealerships, and he kept running into the same two problems. Salespeople had no idea who their leads actually were beyond a name and a phone number. And turnover was burning through training budgets faster than anyone could keep up. So instead of complaining about it, he built something.In this episode we get into how Hey Greenlight pulls 25 plus data points on incoming leads, income, credit, garage data and uses that to build a personalized sales strategy for each one. We're talking about what to text, what to say on the phone, when to call, and even something as specific as which side of the lot to park the car on so the paint catches the afternoon sun just right when the customer shows up.We also get into the AI conversation and I'll be straight with you, I pushed on this because I didn't want to just nod along and confirm my own bias. Jay's take on where AI is genuinely useful versus where it becomes a crutch is one of the more grounded perspectives I've heard on the show. He makes the case that booking appointments and answering questions is table stakes, and the real opportunity is in helping people connect.That's the thread that runs through the whole conversation. Tech enabled, human delivered. And Jay makes a compelling argument for why that's not just a feel good idea but actually a smarter business decision.If you've ever watched a great salesperson work a room and thought "how do I bottle that" hit play.Timestamps00:00 Intro00:48 Why Hey Greenlight01:28 Two Dealership Problems02:51 Data Enriched Leads03:30 Wingman Sales Coaching06:03 Personalized Prep Examples07:31 Question Based Selling09:55 AI Debate Human First13:45 Connection Still Matters17:52 Scoring and Accountability18:44 Operational Efficiency Wins20:28 How to Connect and Wrap21:05 Podcast Outro

Mar 03, 2026 21 min

“You’re Getting the Diluted Version”: How Dealers Are Being Underserved by Their Own Ad Vendors | Subi Ghosh, EVP Partnerships at fullthrottle.ai

Dealers are spending more on advertising than ever… and according to Subi Ghosh, many of them are still playing the game wrong.This conversation from NADA 2026 might be one of the most important shifts we’ve discussed on The Dealer Playbook.She believes the real issue in automotive advertising isn’t traffic. It isn’t creativity. It isn’t even budget.It’s fragmentation.In this episode Subi Ghosh who is the Head of Partnerships at Fullthrottle and one of the driving forces behind Auto Media Marketplace breaks down why dealers are often buying media in silos, relying on diluted data, and unknowingly limiting their own performance. She explains how platforms fighting each other instead of aligning is quietly costing retailers reach, influence, and ROI.And here’s the part that hits hard.While many dealers are still pouring money into search and social the way they always have, behavior has shifted. Discovery has shifted. AI has changed how people find information. And the brands that understand how to unify premium media, activate real data, and collaborate across channels are starting to pull ahead.Subi makes the case that this is no longer about buying ads.It’s about infrastructure.It’s about coordination.It’s about influencing buyers before they ever type into a search bar.If you’ve felt like your ad spend isn’t stretching as far as it used to…If you’ve noticed performance becoming harder to maintain…If you’ve ever wondered whether the platforms are truly working together for you…You need to hear this conversation.Because the shift is already happening.And the dealers who recognize it early will not just compete better. They’ll operate at an entirely different level.Timestamps00:00 Intro02:57 Auto Media Marketplace Explained04:57 Why Streaming + Premium Inventory + Data Layers Are Changing Advertising05:41 From Search & Social to Full-Funnel Media: Staying Top of Mind in a New Era06:47 Real-World Targeting Story: ‘Landman’ Ads, Audience Data & Influence in Action09:24 Competitors as Allies: How to Align, Take on the ‘Big Fish,’ and Win Together11:52 Unity on the Show Floor: Building a Cohesive Strategy Across Channels13:43 Connect with Subie + Final Wrap-Up and Podcast Outro

Feb 24, 2026 15 min

“We Built an AI Department” - Why Dealers Need a Real AI Strategy Anyway | Jeff Swickard, President/CEO of Swickard Auto Group

Most dealers are talking about AI. Jeff Swickard is building an AI department inside his auto group.In this special episode of The Dealer Playbook, Michael Cerullo sits down with Jeff Swickard, President & CEO of Swickard Auto Group, to unpack what it actually takes to operationalize AI inside a dealership group—without breaking culture, customer experience, or your tech stack.Jeff shares how they built an enterprise data warehouse in Microsoft Azure, why integration is the real battle, and how they’re using agentic AI + sentiment analysis to protect and improve the guest experience—especially in service.What you’ll learn:Why Swickard Auto Group created an internal AI departmentHow an enterprise data warehouse solves “nothing integrates” chaosThe role of APIs + bidirectional data feeds with the DMS and vendorsUsing AI to measure call quality + customer sentiment in a high-volume service contact centerWhy hospitality is the long-term differentiator (and how tech should support it)How to drive buy-in from employees and avoid “here we go again” resistanceThe real leadership skill: prioritization, iteration, and pivoting“Buy vs. build” in automotive tech—and how to know when to switchIf you’re a dealer principal, GM, fixed ops leader, or marketing/ops exec trying to figure out what AI actually means for your stores, this is a blueprint for how the best groups are approaching it.Timestamps00:00 Welcome & Meet Jeff Swickard00:29 Why They Built an AI Department in a Dealer Group02:03 Taming the Tech Stack: Enterprise Data Warehouse on Azure03:34 AI + Hospitality: Using Sentiment Analysis to Elevate Service06:23 Building It In-House: 2.5 Years to Connect the Data Sources07:39 Getting Buy-In: Involving Employees Early & Prioritizing ROI10:33 Forward-Thinking (and Stumbling): Learning, Predictive Analytics & People13:30 Leadership Urgency: Staying Focused, Pivoting Fast & Buy vs. Build16:13 Wrap-Up, Thanks, and Podcast Outro

Feb 17, 2026 16 min 1 annotation

"Win the Top-of-Mind Battle" - Why Car Dealers Need Video Marketing in 2026 | Charles Cannon, GM at BMW West Houston

Most dealership marketing advice is “do more ads, post more content, chase more leads.”Charles Cannon’s playbook is the opposite: become the person your community remembers.In this episode of The Dealer Playbook, Michael Cirillo sits down with Charles Cannon (General Manager at BMW West Houston) to break down the long-term habits that create consistent referrals, repeat customers, and a reputation that prints business, without needing to go viral.If you’re a sales pro, BDC rep, or manager trying to stand out in a crowded market, this episode is a blueprint.What you’ll learn in this episode:Why consistency beats “new tactics” (and why most people quit too early)The mindset shift: job vs. career (and what changes when you go all-in)How Charles uses LinkedIn + social media to stay top-of-mind with customersThe simple video follow-up scripts that humanize you (even if you hate the camera)How to handle negative reviews without taking it personallyWhy Charles calls customers “guests” (and how it changes the entire experience)How to sell during high rates and high payments with integrity + confidenceReal takeaway: The best online marketing starts offline, and then gets amplified.Timestamps:00:00 Introduction and Welcome00:15 Meet Charles Cannon00:27 Marketing Strategies for Car Dealers01:08 Charles' Journey Back to Houston02:20 Building a Personal Brand in the Car Business05:05 The Importance of Consistency08:54 Humanizing Sales Through Social Media12:02 Overcoming Video Marketing Challenges19:47 Shifting from Job to Career30:27 Handling Negative Reviews and Customer Relations31:40 Economic Challenges and Opportunities34:42 Final Thoughts and Contact Information

Jan 27, 2026 35 min

"Sold 300+ Used Cars" - This ford store cracked the used car game | Rob Ruth, President - Bob Ruth Ford

How do you sell 300+ used cars a month in a town of 2,900 people, and buy 240 vehicles off the street without relying on auctions?In this episode, Rob Ruth the President / Owner of Bob Ruth Ford, Dillsburg PA breaks down the real playbook behind scaling a pre-owned-first dealership inside a franchise system, and why a startup mindset, disciplined acquisition, and a culture built on partnership can outperform “bigger market” excuses.Rob shares exactly how they pivoted during COVID when inventory vanished, how they built a team-based buying machine (starting with Facebook Marketplace outreach), and why used cars drive the whole store: service, parts, profitability, and growth.What you’ll learn:Why used cars are the real growth lever (40M used vs ~16M new) and how to differentiateThe acquisition-first framework: buying center, street buys, and scaling a sourcing teamHow to sell 8 used for every 1 new while keeping the OEM satisfiedWhat’s working now: $25K-and-under sweet spot, pricing discipline, and recon strategyLeadership and culture: treating employees like partners, creating career paths, and recruiting in a small marketThe recession-proof logic of building a pre-owned engine when markets shiftIf you’re a dealer, operator, or leader who feels boxed in by OEM pressure, market size, or “the way it’s always been done,” this episode will challenge you to rethink what’s possible and remind you why you got into this business in the first place.Timestamps00:00 Introduction to the Used Car Mindset00:36 The Story Behind Bob Ruth Ford01:02 Key Elements of a Successful Pre-Owned Operation01:13 Flex Dealer and the Dealer Playbook02:35 Rob Ruth's Journey and Mindset03:46 Challenges and Strategies in the Used Car Market06:05 The Startup Mentality in a Family Business15:20 Acquisition and Inventory Management26:20 Community Impact and Leadership33:29 Conclusion and How to Connect

Jan 20, 2026 34 min 5 annotations