The Dealer Playbook

Dealership BDC reps play a key role in bridging the gap between the online car shopping experience and the in-store experience. Rather than working in a silo as a separate department, the BDC should be an extension of the showroom floor. Doing so will allow reps to have greater empathy for the customer's journey, and how they can fulfill the customer's needs when they come for a test dri...

As dealerships move into a growing online retailing environment, it's more important than ever to have a process that can bridge the gap between online visitors and in-store customers. Carla Wade, Senior Director of Sales Development at Automotive Mastermind Inc., joins to share her vantage point, and the experience she gained while working as the Business Development Manager at Mercedes-Benz...

"The closer you are in proximity to adversity, the harder it is to see the light at the end of the tunnel." At the Dealer Playbook, we really believe that all the tactics in the world won't benefit your career in the retail auto industry if you're unhappy, unfulfilled, or have other barriers holding you back from being the best version of yourself that you can possibly be.  Mik...

How do you behave when things don't go your way? Maybe you didn't hit the number of vehicles sold that you were hoping, or you got passed up for the open management position at the dealership? Mike "C-Roc" Ciorrocco is the CEO of People Building Inc., and the powerhouse behind the "What Are You Made Of?" movement. He joins the show to share his compelling story of set...

People want to buy from people.  You are the secret sauce for the business. You are unique and provide wisdom and experience that can help shape the most delightful experience.  The secret to growing in business is to not have clients but to have people you consider friends. People that you can enjoy a long-term relationship with.  As you navigate each day, consider what actions you can take that...

Modern car shoppers deserve a modern approach by car dealers. Those within the industry who demonstrate a service-oriented mindset are quickly rising up and standing apart from dealers who are in it to retain gross or increase profits alone. Laurie Halter, the founder of Charisma Communications, joins the show to explain how dealers can create a deeper layer of inspiration and authenticity at the...

Limiting or fixed beliefs are holding many professionals back from achieving the success they want. Alex Flores, prominent car dealer and leadership coach shares some of the most common: It can't be done It's too hard Not possible Wrong market Not enough inventory People don't want to listen Millennials don't care One generation is better than the other Alex explains that the b...

Alex Flores is the dealer principal and GM of Capitol Chevrolet, Seguin Chevrolet, and has led both stores to unprecedented growth. Prior to Alex Flores's tenure, Capitol was selling 216 cars per month, but once he stepped in, that number rose to a whopping 762 cars per month.  In this episode, Alex shares how you can promote a healthy, accountable culture where everyone is winning from car s...

"Like stoplights on the road. You know where you're going and why you're going there, but there are certain laws that you have to obey to get to your desired destination." There are many things you could be doing each day at the dealership. The real question is: What SHOULD you be doing? In this episode, Coach Isaac Brown shares his advice about maintaining perspective, especia...

Coach Isaac Brown, a former NFL, and CFL athlete is the strength and conditioning coach for the Hamilton Tiger-Cats. He helps his players perform at peak levels both on and off the field by developing healthy habits and routines.  In this episode, Coach Isaac shares his wisdom about the importance of creating healthy habits in routines. As you listen, consider how you can apply what you hear to th...

It's easy to get stuck doing what you've always done to alleviate the discomfort of trying something new.  The dealership community is no different. The previous generation had a way of doing business which gets passed on to the next generation.  Developing a healthy dealership culture and fostering greater employee buy-in is no different and likely why the turnover rate in the industry...

David Spisak has 27 years of retail automotive experience during which he owned and operated single point stores and large groups. He was the operator of Smythe European, a Mercedes-Benz dealership that generated a whopping $23.7 million in NET profit. In this episode, David shares his vast wisdom about how his dealership was able to grow their business to other-worldly levels without spending a s...

When we fast-forward and look at technology today, Brian Miller suggests that its best use is to help build better relationships with customers.  In this episode, Brian explains how your dealership can leverage technology to build more meaningful relationships of trust that will power generational and long-term customer growth.  Fortellis   This episode is proudly sponsored by our friends at Forte...

We have a love/hate relationship with technology in the retail auto industry, but it doesn't have to be that way. For years we've either relied too heavily on technology and bypassed the essential human needs of the car shopper.  Brian Miller, the Platform Evangelist at Fortellis.io, shares some simple ways to improve the customer experience with technology while also fulfilling the oper...

"Hiring begins at the vision level, with senior leaders. If you're going to use the term 'Sales Ninja,' you're going to get a different type of candidate..." The language of your recruiting ad can have a tremendous impact on the quality of candidates you receive for career opportunities at your dealership.  Many dealers forget that the candidate themselves are a reall...

Jeff Morrill is the co-founder of Planet Suburu and author of "Profit Wise - How To Make More Money In Business By Doing The Right Thing." He's a successful businessman with investments generating well over $100 Million/year.  The secret to his success? Finding the right people. He has developed a unique hiring process that involves every member of his leadership team, and, as you&a...

In order to break free from the daily grind, it's important to clearly define our true identity. Not our job-related identity per se, but more so the value we bring to the world. Oftentimes we define who we are by our job title or role within an organization when the truth is that we are so much more than that.  When we know the value we bring to the world, each facet of our life will come in...

Each of us is a leader. Whether we are selling cars, detailing them, or someone with a management title. The point of leadership is to help create more leaders, and in that regard, we each have a similar responsibility to demonstrate follow-worthy behavior.  Steven Kuhn is a decorated United States Army combat veteran, speak, and author of "Unleash Your Humble Alpha: Own Your Presences in Lif...

It should come as no surprise that the best way to create life-long customers is to go over and above for them. In this segment, Nicole Atanosoaie shares how she does that through her sub-prime and special finance company, Right Turn Auto Credit.  As you listen to this episode, consider what you can apply to the context of your circumstances. Whether you're interested in starting a subprime d...

There's no doubt that subprime financing is a great opportunity for both car shoppers that need it and dealers that can properly offer it. Nicole Atanasoaie, the founder of Right Turn Auto Credit, shares her amazing insights about how to setup a subprime or special finance department in a way that builds a deep relationship with the customer. It's one thing to like the idea of including...

Over the last couple of years, end-to-end car buying increased by 10%. Considering the average 1 - 2% annual increase that is common, this represents a surge in interest from car shoppers who are willing to forego the dealership. According to Lissette Gole, Head of Automotive Retail at Google, that means 90% of dealerships are using some sort of hybrid car shopping model and should pay attention t...

Wouldn't it be nice to know exactly how car shoppers move through the buying journey? In this episode, Lissette Gole, Head of Automotive Retail at Google joins the show to walk through key insights from Google's most recent car-buying research. Paying attention to the customer experience and journey is hands-down one of the most important things for car dealers to focus on in 2021 and be...

Branding is one of the best ways to scale your reputation, but we must decide what reputation we want.  Are we the car salesperson who forces customers to hold up the "You should be here" sign because everyone else did it, or is our reputation built on something more authentic? The best we can do is be the best version of ourselves, something that many get wrong when they try to follow t...

Branding is not a logo or your marketing efforts or the fancy showroom you just updated. It's so much more.  Paul J. Daly, the founder of Congruent and the Automotive State of the Union, explains what a brand is and the power it can harness when done properly. He shares his wisdom about how your dealership can build a brand that drives sustainable growth. Noteworthy topics from this episode:...

In a last-click attribution model, whoever drove the lead gets the credit for creating it. To date, that's how most 3rd party vendors have tried to validate their worth, however, the model is flawed.  Listen as Bob Lanham, Head of Automotive at Facebook, shares how the largest online retails map their media buying. You'll also discover how they attribute leads and marketing results more...