The Walk Around

As the third year of The Walk Around podcast comes to an end, listen in for a big (and bittersweet) announcement! We dive into a few of the funniest and most insightful moments with our guests and hosts Marc Spoto and Elliot Schor over the past year. From accomplished dealers to auto influencers, training experts and tech enthusiasts, it’s been a fantastic year full of learning and predictions to help dealers navigate this ever-changing industry that we love.  

In this episode you’ll hear: 

• A look back at the top themes of 2023:

  - Digital retail

  - Consumer experience

  - What dealers can do to better engage their customers 

  - Electric vehicles (of course!) 

• Lessons from last year that dealers can use in 2024 

• The top Schor Thing segments (any surprises here?) and more! 

Joining us on The Walk Around podcast is an expert at one of the top sell-side advising firms in the nation. With her years of experience in the automotive industry and the success of her company, Kerrigan Advisors, Erin Kerrigan has a unique viewpoint on the market concerning retail and dealer sentiment. She discusses one of the looming questions on the minds of dealers as this year ends - just what will 2024 be like for the automotive industry and the economy? Predicting these trends is no easy feat, so we look to the data to help us prepare. Prepare for an exciting and detailed conversation!

In this episode you’ll hear:

• What does 2024 hold for dealer valuations?
• What is the timeline for normalizing? What is the new normal?
• Is the presence of EVs and government regulations deterring dealership buyers?
• The Trust Index and how it relates to franchise values
• OEM survey results – can you guess any of their responses?
• What led Erin to entrepreneurism and her advice for building your brand

Erin Kerrigan is the Managing Director of Kerrigan Advisors, a firm she founded in 2014. Kerrigan Advisors is the leading sell-side advisor and thought partner to automotive dealers in the US. They have sold over 225 dealerships since their founding, including more of the Top 150 Dealership Groups than any other firm, representing over $7 billion in client sales proceeds. In addition to sell-side advisory services, Kerrigan Advisors provides consulting services to dealers looking to increase the value of their business and investors looking to deploy capital in the auto retail industry.

Erin is a recognized industry expert on dealership buy/sells, valuation, real estate and private equity, and is a frequent speaker at leading auto retail events and conferences. She is also the lead author of The Blue Sky Report, the industry’s leading buy/sell report.

Technology enables dealers to reach their customers in a targeted and personalized way. Social media, websites and email are all important ways to market your business, but if you really want to attract and engage future customers, local listing solutions like Google and Apple Maps can significantly optimize your digital presence. Learn from an expert – and former Googler – how you can adapt your dealership to modern advertising techniques as privacy laws change, what map platforms people prefer and more ways to help you attract new customers.

In this episode you’ll hear:

• The best ways for dealers to reach local consumers
• How new privacy laws make branding more important than ever
• How technology is helping the dealership of the future evolve
• How auto dealers can make their presence known on consumer platforms like maps
• Where dealers should place their bets among the increasing number of apps and platforms

Chris Lydle is CEO at dbaPlatform, a SaaS suite of tools for local advertising and listing solutions led by former Googlers. The company partners with Google, Apple and Microsoft to provide management of local placements that help business chains, agencies and brands strengthen and optimize their local presence.

We’re honored to be joined by a seasoned and well-respected automotive legend in this episode of The Walk Around podcast. Discover valuable advice for all areas of the dealership from Mike Maroone, who has dedicated over 40 years to the automotive industry. From leading large teams to investing in technology, this is surely a not-to-miss discussion for any person in the automotive world.

In this episode you’ll hear:

• The state of modern retail today
• Mike’s biggest worry in the business
• The key to driving the auto retail process
• Discussion on who owns the guest experience (OEMs? Dealers?)
• Why it’s necessary to train teams to effectively use your CRM system
• How Mike sees Artificial Intelligence (AI) playing a role in dealership operations and much more! 

Mike Maroone, Chairman and CEO of Maroone USA, is an entrepreneur, investor and second-generation auto retailer. His automotive career began with the Maroone Automotive Group, which under his leadership as president has grown into nine franchises in six locations with 900 associates. In partnership with his father Al, the Maroone Automotive Group was consistently recognized as one of the top-performing auto retail groups in America. As owner of Maroone Enterprises since 1997, Mike works both independently and in partnership in multiple ventures spanning interests such as automotive, healthcare, water and aviation. From 1997 to 2015, Mike served as president, chief operating officer and director of AutoNation, Inc. where he was responsible for all retail operations of 280 franchises (with over 20,000 associates!). He has been honored with numerous awards - Automotive News named him an All-Star and one of the industry’s 50 Visionary Dealers of all time while Time Magazine awarded him Quality Dealer Award.

The next generation of buyers has a lot to teach us, and we got the chance to speak with them, particularly about their thoughts on the automotive industry. In this episode we discuss how Gen Z views the car buying experience, opportunities for dealers to better reach this growing segment of their audience and more thoughts on the industry from three college students (and JM Family interns!).

In this episode you’ll hear:

• Whether owning a car is important to younger generations
• If the car buying experience is something they look forward to or dread
• The importance of relationship building in the sales process & omnichannel platforms
• Whether they prefer online buying or in-person and just how they are researching cars
• What Gen Z thinks about the presence, practicality and performance of EVs

Get ready for a thrilling ride in this episode of The Walk Around podcast. We explore the amateur racing circuit and discuss how the organization Out Motorsports is supporting an inclusive community for LGBTQ car and motorsport enthusiasts. Plus, don’t miss some helpful tips for dealers to better create authenticity in business from an experienced automotive editor and reviewer.

In this episode you’ll hear:

• The creation of Out Motorsports and how the organization seeks to create community for LGBTQ car and motorsport enthusiasts
• How dealers can be a part of the community
• Whether you’ll find electric vehicles on racetracks any time soon
• The importance of authenticity throughout the car sales process
• If we’re experiencing a golden age for gasoline-powered vehicle enthusiasts
• What techy car component is no good in Jake’s opinion and more!

Jake Thiewes is the owner of Out Motorsports, an organization for LGBTQ car and motorsport enthusiasts and the President of the Washington Automotive Press Association. An avid enthusiast himself, Jake competes wheel-to-wheel with the National Auto Sport Association in his Spec3 BMW 325is.

He is a knowledge force when it comes to vehicles, as a reviewer. When not behind the wheel – a rarity – he enjoys traveling to explore new places and eating his way through the DC metro area’s restaurant scene.

Dealers can gain valuable insight in this episode on how to meet moms and families where they are in the car buying process by understanding their specific needs, making the process less intimidating and more transparent and by providing helpful online content through social media that empowers customers and dealership staff.

In this episode you’ll hear:

• What moms think about (and get frustrated by!) buying EVs for their families
• How dealers can appeal to the mom segment and women buyers (don’t miss Kelly’s tips here!)
• How to empower your customers through content that makes them excited and comfortable with the car purchasing process
• A debate on the best mom car and what customers’ sentiments towards mini-vans are (love them or hate them?)
• How dealers can bring value on social media, uplift their team in the sales process and more!

Kelly Stumpe is a mom of three, car salesperson, Child Safety Passenger Technician (CSPT) and creator of The Car Mom. She was raised in the car industry and grew passionate about the industry after starting her career as a client advisor at BMW of West St. Louis.

With over 1 million views since the launch of her YouTube channel, The Car Mom, in November 2020, Kelly’s informative and fun reviews have captured the attention of women across the country looking to upgrade their vehicle needs. Her reviews focus on what mothers really care about - everything from the car seat set up to the cup holders. All of her unique content is shared weekly across multiple media channels.

As we navigate the middle of 2023, we continue to adjust to the evolving industry and changing market. In this podcast episode, we dive into what inventory levels are prime for dealerships, continue discussions of vehicle affordability for your consumers, and discuss what the future role of dealers will be as technology increases and consumer purchasing habits change.

In this episode you’ll also hear:

• The ideal inventory level at dealerships
• More lessons dealers can learn from online retailers
• What dealer relevancy/roles may look like in the future
• Making vehicles affordable for consumers in a high-inflation period
• From a dealer to aspiring dealers: advice for their career path and those new to the industry
• Open-door policies and establishing an environment that encourages employee retention
• How to analyze new dealership technology, EV adoption and more!

Ken Ganley, owner and CEO at Ken Ganley Companies, grew up in the car business – his father was a dealer and Ken developed a passion for the business while hanging around the family dealerships. He and his wife are both Northwood University grads that majored in Automotive Marketing.

Throughout his career, Ken held positions in Finance and Sales management. He began purchasing dealerships in 1995 and ultimately purchased his father’s former stores. Now with 50 franchised dealerships in four states, the Ken Ganley Automotive Group has grown significantly. The group was recently named the 14th largest dealership group in America and made over $3 billion in revenue in 2022.

A common theme echoing this year in the automotive industry is constant change. Predicting where we will be in terms of affordability, inventory and sales? Tough. But thankfully, the economists specializing in this industry keep us informed with an understanding of what the data means and where the industry could land in the future. In this podcast episode, we talk to a top automotive economist about questions dealers and dealership staff may have, what dealers can do to address economic concerns for consumers and more.

In this episode you’ll hear:

• What is going on in the car industry right now

• Whether the industry will ever return to normal

• How consumer spending has changed and what that means for dealers

• What savvy dealers can do to address affordability concerns for their customers

Jonathan Smoke, Chief Economist for Cox Automotive, leads the economic industry insights team and helps track the economy, new and used vehicle sales, supply, prices, retail and fleet demand, consumer credit and auto financing, and dealer sentiment. With over 28 years of experience in the automotive retail and real estate industries, Jonathan helps translate important data into understandable and relevant material.

He has also served as chief economist at Realtor.com and Hanley Wood. You might have heard Jonathan speak at major auto industry conferences such as the NADA and NIADA conventions, Automotive News World Congress and Used Car Week. As a thought leader and expert, Jonathan’s often featured in industry and national news outlets such as Automotive News, Auto Remarketing, The Wall Street Journal, USA Today, Bloomberg and CNBC.

Training programs are a value-add for individuals at dealerships looking to advance their careers and teams aiming to reach higher levels of success, but courses are often seen as a luxury item for many dealers. In this podcast episode we explore how thoughts on training are changing within the automotive industry, the correlation between employee retention and customer satisfaction, appealing to different generations and more. There’s even talk on the role of artificial intelligence in modern training!

In this episode you’ll hear:

• Why continued training is important for dealership success

• The correlation between employee retention and customer satisfaction

• Differences in event-based and continuum-based learning

• The challenges of training content that appeals across generations

• Balancing technology (like artificial intelligence) and human-to-human interaction in training and more!

David O’Brien is President and CEO at Quantum5, a learning sustainment technology company. Growing up in the automotive industry – his dad was an automobile dealer – David eventually joined the industry in sales and management positions. His love for training and the auto industry ultimately led David to Quantum5, where he developed a training solution that brings personalized learning to dealerships in an effort to disrupt the traditional LMS approach to learning. In 2022, Quantum grew by 500%. Previously, David was a partner in a training company that was acquired by AON Consulting/ Resource Group and a partner at Predictive Index, a global strengths assessment and sales training company (Predictive Index is one of JM&A Group partners too!).

Inflation and low inventory have caused new and used vehicle prices to soar over the past year. On this episode of The Walk Around podcast we discuss customer education, how used EVs will impact dealerships and how used car dealers are managing when major manufacturers like Tesla cut prices on their new vehicles. This conversation will benefit any dealer looking for insight into customer relations, used cars and more.

In this episode you’ll hear:

• How to appeal to consumers left behind in this inflationary period

• How used car dealers can differentiate themselves from franchise dealers

• Missing price segments in the marketplace and what that means to the consumer

• What acquiring inventory may be like in the future for used dealerships

• Whether there is a profitable market for EVs at used car dealerships

Joel Bassam is the President of Easterns Automotive Group, a family-owned used car dealership that operates eight retail locations around DC, Maryland and Viriginia. He is the second generation to work at Easterns since it opened in 1988, starting at the family business at the age of 12. Joel moved his way around the dealership from service tech to sales manager, director of marketing and beyond.

Fun fact: Joel is a Walk Around listener who asked to be on the podcast to share the perspective of an independent used car dealer with our audience. And we’re glad he did! If you have unique insights to share with us, reach out, and you may find yourself on an upcoming episode!

Simply put, the automotive industry can be stressful. Trying to balance that stress and other triggers amidst pressure to sell vehicles, manage apprehensive customers and navigate a tough economic climate is challenging. In this episode, we discuss methods for understanding the root of our emotions and triggers, managing stress, giving feedback to staff and more. Discover the tactics needed to elevate leadership at your dealership with expert Dr. Scott Livingston, president of Livingston Consulting Group.

In this episode you’ll hear:

• What emotional intelligence is and how to balance it in the automotive industry
• When stress can be used to your advantage in your dealership work
• Methods for managing triggers and knowing when stress turns bad
• Using Pattern Interrupt to diffuse situations
• Extrinsic and intrinsic motivators and how that impacts your team
• How to listen to and understand your team’s emotional needs
• Why people ultimately follow leaders
• The three-part process of feedback and how to give feedback to your staff

At Livingston Consulting Group, a leadership development organization, Dr. Scott Livingston, specializes in leader development and executive coaching. He has worked with leaders from Abbott Laboratories, JM Family Enterprises (JM&A Group’s parent company), Dover Manufacturing and many more. Dr. Livingston uses emotional intelligence to improve the relational skill and performance execution of leaders in organizations as this provides a measure of self-awareness, which helps enhance leader relationships and decision-making capabilities. Scott has over 30 years of experience in leadership roles, some of which were held at Eli Lilly where he was a two-time winner of the Leadership Coaching Award and four-time winner of the distinguished Master Performer award. He is also an Adjunct Professor of Executive Coaching and Leadership Development at Indiana Wesleyan University and Concordia University Irvine.

A great marketing strategy should be top of mind for dealers. Not only can this help your dealership attract and retain customers, but a goal-oriented process can also demonstrate brand consistency and help your dealership navigate the ever-changing market. We explore DMS and CRM systems, artificial intelligence in marketing, how upward trends of leasing impact your dealership and more in this podcast episode.

In this episode you’ll hear:

• The need for cheerleaders who support and help you build your career in automotive
• How to retain customers at your dealership
• Protecting and maintaining your first-party data in your DMS and CRM systems
• What your strategic partners need to have to support your dealership
• How technology can help with personalized offerings for customers and creating loyalty
• What dealers should be thinking about with car leasing and customer retention
• When to rely on AI (artificial intelligence) in your marketing creation and when not to
• If dealers don’t do this one thing, there will be no market...tune in to hear Diana’s plea to dealers

Full of passion and energy, Diana Lee is the CEO and Co-founder of Constellation, a global SaaS company using end-to-end enterprise marketing technology. At Constellation, she helps brands mass-automate compliant creative and streamline the regulatory approval process. Her automotive career started at the age of 18 when she saw an ad for a greeter at a local car dealership. Over the next 34 years, she became a salesperson and then moved through positions while battling the competition, particularly as a young Asian woman. Her perseverance in sales, marketing and consulting and her desire to provide for herself are truly inspiring. Diana was named EY Entrepreneur of the Year 2021 New York. An immigrant from South Korea and mother of three, she has a mission to create seats at the table for other talented immigrants, minorities and women.

The time to prepare for electric vehicles in your dealership is now. With plenty of data to confirm, Elizabeth Krear outlines just why your dealership needs to prioritize a plan for EVs as they transition from ICE at now a faster pace. Listen in for a deep dive into ways dealers can increase EV adoption and how the industry can evolve. Plus, get an inside look at what it is like being a Chief Engineer. From the process and variables an engineer must consider when developing vehicles, to tearing down competitor vehicles, Elizabeth has plenty to share!

Elizabeth Krear is Vice President of Electric Vehicle Practice at J.D. Power where she leads activities leveraging data and insights to support clients through the transition to an electrified product portfolio with optimum business performances. Previously, she served as Stellantis’ Global Planning Director for Jeep Grand Wagoneer and was Chief Engineer for the Jeep Wrangler and Gladiator SUV vehicles and the Ram 1500 Light Duty Truck portfolio. She was named one of the “100 Leading Women in the North American Auto Industry” by Automotive News in 2020.

In this episode you’ll hear:

• Whether EV consumers are satisfied with their purchases
• Ways to educate customers who are uncertain about EVs
• How the industry can overcome the barrier to EV adoption in urban areas
• EV charging infrastructure – what the industry should do to eliminate purchasing barriers
• Key takeaways from J.D. Power’s Ownership Study
• How to successfully balance a career, family and pursuing further education
• The qualities of a strong leader

How can dealers better leverage data? With more data available today than ever before, it can be overwhelming understanding just how to acquire and use that information to your customers’ and dealership’s benefit and remain compliant. This episode answers these questions along with other key advice for dealers and automotive professionals, like improving the customer experience, developing a growth mindset as a leader and infusing a human aspect into problem solving at your dealership.

Deirdre Borrego joins us for International Women’s Day and Women’s History month. She’s the president and founder of DKB Advisory Services, a strategic business consulting and executive coaching firm. Her executive leadership positions span the automotive data and analytics space at J.D. Power and R.L. Polk. Deirdre was instrumental in the development of the Power Information Network – an industry standard for transaction-based data and predictive analytics that is essential for many OEMs today.

In this episode you’ll hear:

• How dealers can better leverage their data
• How data helps us understand the customer experience and our employees
• Why to incorporate a human aspect into your data and problem solving
• Her experience as a woman entering the auto industry
• Practical tips for leaders wanting to have a growth mindset and more!

Auto transport may not be the most buzzworthy topic in industry talk, but in this episode, we hear more on why dealers should be considering this possibly overlooked, but quite integral part of dealerships’ daily operations. In an industry that is working to recover from pandemic inventory woes and high inflation, finding ways to optimize operational and sales processes is key.

Mike Trudeau, Executive VP of Business Development at Montway Auto Transport, a leading auto transporter that annually ships nearly 200,000 vehicles to all 50 US states and Europe, joins The Walk Around podcast to share his insider perspective on moving and delivering cars to dealerships.

Mike has 18+ years of experience in the logistics and automotive industry, working previously for companies like Enterprise and United Road Services. His expertise includes sales, operations and customer service management. With his career experience at Montway, Mike has an interesting perspective on where dealers are acquiring their car inventories and how that sourcing has changed over the years.

In this episode you’ll hear:

• Technology as a necessary item for streamlining operations and aiding customer satisfaction
• Why logistics of car transport should be on dealer’s minds
• The “Amazon Effect” - acknowledging what your customers are used to and may now expect
• Whether alternative-energy transport vehicles will be a top motivator for manufacturers
• Dealership operational efficiency and affordability – what dealers can prepare for this year, plus Mike shares how Montway has used technology to save dealers time with their M.A.P. system

What should dealers be thinking about when it comes to digital retail and eCommerce? Is one form of sales better than the other?

Emily Chonko, Director of eCommerce at Cox Automotive, joins the podcast to answer pressing questions on the future of car sales amidst changes over the past few years resulting from inventory levels, consumer buying habits and the pandemic.

As a child, Emily developed a passion for motorsports through racing Quarter Midgets. She accredits this passion for ultimately leading her into a career in automotive. Since the early 2000’s, Emily has worked for Cox Automotive, initially supporting Autotrader magazine. For the past ten years, she has primarily focused on helping retailers digitize their sales process through Digital Retail and eCommerce (hear more about the benefits, but complexities of this newer endeavor in the episode!). She's also held roles in sales leadership and performance management at Dealer.com, Kelley Blue Book, Dealertrack and Autotrader.

In this episode you’ll hear Emily’s take on:

• The distinction between digital retail and eCommerce
• How eCommerce methods will require dealerships to create a different customer experience than digital retail requires
• How dealers can begin implementing that retail process
• Finding equity in relationships (and how that helps women in the industry!)
• Why you should constantly network in this industry
• How employers can promote DEI with positions that meet employee personal needs like family first policies (or flexibility needs)

Dubbed by Elliot as a modern-day renaissance man, David Spisak, President and CEO of Disruptive Growth Solutions, LLC sure has the resume to prove it.

He didn’t go to college, but his desire to hustle and see results propelled him to reach success in his endeavors. David’s expertise is apparent throughout his nearly 40-year career – he’s served as a dealership operator where he achieved $29 million in annual net profit. He's created new software solutions, served on the board of multiple companies and is an advisor/consultant to dealerships and technology solution providers. David also co-founded Reverse Risk, a reporting solution that allows dealers to achieve high performance (and it later became the #1 reporting solution in the industry!).

In this episode you’ll hear David speak on:

• Making the leap from retail to successful entrepreneur
• How the automotive industry is a great place for future entrepreneurs
• Specific, actionable advice for people working to move up in the industry
• The importance of a proper mindset in sales to avoid limitations
• Balancing the need for face-to-face customer interactions with today’s trend towards digital retail
• What dealers can learn from Carvana’s success

Every leader in the automotive industry will want to hear this episode.  

Natalia Giner, CEO at A2Z Sync, an automotive software solution for dealers, is a 20-year veteran of the car industry. Throughout her career, she’s navigated her fair share of ups and downs, while becoming a leader in a field that is still heavily male-dominated.

With humbleness and vulnerability, she shares her experiences starting out in the industry, to where she is today. Over the past three years at A2Z Sync, she has led the team that built the A2Z platform from scratch and successfully oversaw many dealer transitions to the One-Person Sales Model. Natalia’s primary focus is creating customer-centric experiences. She demonstrates passion for product development and business consulting in her mission to help dealers modernize car buying.

She details how A2Z Sync overcame an opportunity for better employee and customer experience within the dealership group and how that has impacted their business over the years.

In this episode you’ll also hear:

• Leadership lessons from her first days in the industry to her current role at A2Z Sync
• The importance of relationships and mentors in the auto industry
• How helping dealers means adapting to their needs and creating customer-centric experiences
• Not-to-miss advice for women entering the automotive industry
• How the A2Z Sync platform has changed the sales process for dealers nationwide

Nicole Wakelin is no stranger to the automotive world – you have probably seen her work in U.S. News & World Report, The Boston Globe, Motor1 and Forbes (among others). Or maybe you’ve seen her coming in first among all novice entries in the 2022 Mille Miglia Warm-Up. Whether in the U.S. or abroad, Nicole, a renowned journalist, covers industry breaking news, writes reviews, and often attends car shows and new vehicle launches around the world.

A thought-leader in conferences and on the radio, Nicole also co-hosts two podcasts: the weekly Wheel Bearings Podcast and the Fast Women Podcast by Newsweek and is a juror for Women’s World Car of the Year, the North American Car, Truck and Utility of the Year, and the World Car Awards.

In this episode you’ll hear:

• How Nicole’s love of cars – and an unexpected writing opportunity – launched her career as an automotive journalist
• Whether passion between culture and cars still exists with the younger generations
• How dealers can help consumers overcome objections and reservations to electric vehicles
• Her perspective on whether car manufacturers or outside tech, like Apple or Google, should monitor driving

A great commercial can impact your emotions, evoke action to buy/support a brand, and stick with you for years to come. Whether creating commercials for YouTube or print ads, dealers can benefit from understanding how to maximize marketing materials.

In this episode of The Walk Around podcast, hosts Marc Spoto and Elliot Schor discuss what dealers should know about advertising and marketing in today’s industry with Connie Gundrum, Chief Client Officer for DOM360, a full-service marketing agency.

From childhood, Connie knew she was destined to work in advertising. For over 20 years, she’s worked in the automotive industry and shares how she’s navigated an industry that’s heavily male-dominated. Plus, she gives advice for women considering – or already in – the industry.

Dealers, this is an episode you will want to share with your marketing team! Plenty of actionable tips and insider insight into marketing techniques to help your dealership’s growth and profitability.

In this episode you’ll hear:

• Connie’s key advice for women in the industry and why relationship building is important
• What excites her about the auto industry’s future
• How the advertising landscape has changed over the years – (virtual reality)
• The need for a compelling why-buy
• Broadcast TV versus streaming advertising – what dealers should know
• The state of digital retail/online buying
• How dealers can look at social media in terms of dealership growth/exposure

What is the biggest hesitation for consumers when considering an electric vehicle purchase? How should dealers start to think differently about marketing EVs to their consumers? Listen in as AJ Detrick, Head of Sales in the US for Swedish automotive brand Polestar, answers these pressing EV questions – and more.

AJ shares sales techniques, his thoughts on consumer adoption to EVs and his personal experience driving EVs, plus a look at how Polestar’s business model helps them develop interpersonal longevity and relationships.

In this episode you’ll hear:

• Benefits of the direct-to-consumer model, and how Polestar has created longevity that contributes to their sales goals
• How to drive long-term consumer relationships through a focus on retention
• What your dealership can do to address concerns around consumer hesitations towards EVs
• The need for educational offerings at your dealership (and how it can help your sales! 😎) plus other tips

AJ has had the opportunity to oversee tremendous sales gains and forecast future growth for Polestar while supervising all sales and retail operations. Previously, he held positions at Volvo Cars North America and has over 15 years of experience in various sectors of the automotive retail industry, such as customer service, fleet and marketing.

The auto industry continues to face a rise in electric vehicles, shortages in labor and speculation over the future of dealership relevancy as direct-to-consumer manufacturers like Tesla impact traditional sales processes. Today’s guest, Jason Stein, is well-positioned to discuss these trends and others impacting  dealers, and spotlight what they can be excited (yes, excited!) about over the next few years.

A legend in the automotive industry, Jason Stein’s career in journalism has lasted more than 25 years and spanned the globe. He’s lived in Munich, Germany as a reporter and publisher, attended auto shows in cities like Beijing and Shanghai, and contributed to national and international radio programs and various speaking engagements. He led industry-known Automotive News in various capacities – as reporter and publisher of Automotive News Europe, to publisher of Detroit-based Automotive News from 2013 until August 2021. Currently Jason is the Owner & CEO of Flat Six Media, a media services and broadcasting platform, and the host of SiriusXM’s radio show, “Cars & Culture with Jason Stein,” which has featured celebrity guests like Mark Wahlberg, Jay Leno and Formula 1 CEO, Stefano Domenicali.

In this episode you’ll hear:

• How cars unite the world and why people experience emotional connections to vehicles
• How those emotional connections indicate that the traditional dealership model is still relevant 
• Why dealers should not let the Teslas of the world cloud their growth goals 
• Speculation over where consumers will gravitate in the future as it relates to powertrains 
• Dialogue over whether there is a correct way for OEMs to approach EVs as a business model
• The importance of continuous learning for dealers to stay relevant as the industry changes and more 

With the rising prevalence of online car buying and digital purchase pathways, in what ways can dealerships maximize their presence to engage consumers and turn those engagements into meaningful in-person experiences? We dig into the details and much more in this episode of The Walk Around.

Customer acquisition is a necessity for all retailers, and digital engagement is a key resource for meeting your customers where they are and understanding what drives them. For dealerships it also creates an opportunity to educate consumers on your products and position your business as a helpful advisor in the awareness and sales process. This can play a pivotal role in building knowledge and comfort for consumers in the EV buying and ownership experience.

Knowing this, consider if your dealership is optimizing digital retail tools. There’s an exciting opportunity in today’s market to significantly improve your dealership’s technology offerings to reach more customers to drive brand awareness as well as product education. Kevin Joostema, Managing Partner and Co-Founder of Car-ED, a media and digital marketing services provider, has the insights dealers need to know on how to leverage digital touchpoints and turn them into quality in-person interactions. Speaking from years of experience in the automotive world, where he’s worked with top brands within the US, Japan/Asia and Germany, he is also the current sitting President of the Washington Automotive Press Association (WAPA) and has served on the board for four years.

What you’ll hear in this episode:

• Will autonomous driving make a comeback amidst the presence of EVs? 
• The link between emotional connections and consumer satisfaction with products 
• How will test driving change with EV sales despite the trend of buying completely online? 
• How digital retail tools can be a gamechanger for acquiring customers in today’s market 
• As a journalist who gets to test drive and review various vehicles, Kevin shares what’s exciting to him in auto products technology today and more! 

Has employee hiring and retention been a pressing issue for your dealership lately? With a slowing economy and inventory shortages still present, retention is a prevalent issue at dealerships nationwide. Adam Robinson, Co-Founder and CEO at Hireology, details his thoughts on the industry’s service demand and what dealers can do to mitigate turnover.

For over 20 years, Adam has shared his expertise in recruiting and development. He authored “The Best Team Wins: Build Your Business Through Predictive Hiring,” and has helped Hireology grow into a leading people-first recruiting and HR platform that uses predictive data and technology to improve hiring processes for business owners.

In this episode you’ll hear:

• How dealers can stay relevant in an industry that is rigidly retail
• The concept of viewing employment as a product and how that can help recruitment processes
• Labor market trends in the automotive industry
• Why money IS NOT the primary motivator when employees consider their employer
• What dealers can offer employees to help retention, plus a lot more!

It’s 2022, we can celebrate podcast birthdays right?

Well it’s our second birthday at The Walk Around podcast, and we couldn’t be more excited. Throughout the production of more than 50 episodes (wow!), we’ve discussed the automotive trends and issues facing the modern industry with thought leaders across the nation.

In this episode, Marc Spoto and Elliot Schor are joined by our first season’s podcast hosts Danny Vendrell and Nick Funsch. Together, they reflect on highlights from the past two years and end with – you guessed it – A Schor Thing. And a special, heartfelt thanks to one former host who helped shape the beginning of The Walk Around.

Thank you to all who have listened – we’ve had over 10,000 listens on our episodes! We hope you’re learning plenty of actionable tips for improving processes in all areas of your dealership.

Make sure to subscribe so you know when new episodes are released. 😎

Matt Poepsel, PhD, VP of Professional Services at The Predictive Index (PI), a leading talent optimization software platform, discusses the ways leaders can promote transformation among their business practices and teams. He started his career as a Marine, then went on to become a leadership author and speaker who is passionate about the intersection of business and people aspects in an organization through talent optimization.

He answers the questions leaders from all industries may already – or should— be asking for strategy enhancement, effective business leadership and fostering people development. With his background at PI, Matt talks about embracing leaders’ and employees’ unique traits and positioning each team member in a role that suits their characteristics in order to create cohesive teams.

Hear why, for fun, he calls himself, ‘The Godfather of Talent Optimization.’ His memorable catch phrases will be sure to stick in your mind long after listening to the podcast.

What else you’ll hear:

• The need for a humanistic side in leadership with transparency and integrity
• Acknowledging generational gaps in values and context at dealerships
• ‘Being, Belonging, and something bigger than myself’ – how Matt’s necessary “3 killer Bs” have affected business operations amidst post- pandemic and recent societal changes
• Nature vs. Nurture in terms of business leadership and developing people – is one more important than the other?
• Dealership brand loyalty and brand extension – Matt’s response is the “holy grail” that OEM executives will appreciate ;)

Dealers, you’ll learn actionable tips – and quality advice – for upholding strong leadership values and people practices at your dealership.

KC Crain says he doesn’t like to give advice – only opinions, but we think the insights he gives  are quite compelling. From starting as a reporter to his current role as CEO at Crain Communications, a publishing company that includes dealer-favorite Automotive News, he has a wealth of knowledge when it comes to working with family and managing customers to navigating the influence he has overseeing an industry-leading publication.

Based in the Detroit area, KC is active in business and civic activities and is passionate about the city’s current and future growth.

Listen in to the podcast where our hosts Marc Spoto and Elliot Schor hear KC’s take on:

• Family-run businesses - conflicts, benefits and his opinion on raising the next generation
• Turning frustrated customers into long-term relationships
• The age-old battle of print vs. digital content
• Automotive News and the pressure of being an industry leader
• EV and the Tesla effect – Will EVs be a majority of future sales? Will some EV manufacturers fold in the next few years?

From humble beginnings living on a hog farm in the Midwest, to Chief Revenue Officer at EchoPark Automotive, Sonic’s nationwide pre-owned vehicle sales company, Thein Truong’s career history is a testament to the benefits of versatility in business dealings. He’s had successful positions in the worlds of finance, consumer packaged goods companies like PepsiCo, and technology startups.

So why did he transition to the auto industry? Thein delves into this career move and explains why he finds the passion and knowledge in this industry to be so incredible.

Through his multifaceted careers and work experience in consumer-facing industries, Thein has a unique perspective on the automotive industry’s dealer-facing focus. He shares the areas he believes could help the industry save time, build lasting relationships with customers, and improve processes.

What else is covered in the podcast:

• How the auto industry can learn from Nestlé’s realization that US consumers wanted bottled water before they knew they wanted it
• The power of customer segmentation – knowing your consumer’s lifestyles and needs
• The importance of value-added time – and quality time at that - when dealing with consumers and educating them before AND after the sales process is completed
• Where Thein sees EV sales going and whether he thinks consumers are ready. His answer may surprise you!
• Brick and mortar dealerships - a thing of the past?
• And they even discuss how customer segmentation in the automotive industry can relate to...Starbucks? Grab a cup of coffee and listen in to get all the details.

Ever wonder what’s really going on behind those Sales Satisfaction and Customer Service Index reports? In addition to serving as industry benchmarks, you should be using them as more than tools to measure and improve results. Doug Betts, President of the Automotive division of J.D. Power explains all this and more in this episode of The Walk Around.

Listen in for his take on hot topics like:

• In what ways does pursuing a better CSI score potentially hurt the customer experience?
• What are some ways dealers can better utilize these reports or capitalize on new opportunities through J.D. Power?
• What has J.D. Power learned about “configuration complexity” in car customization and customer experience? How can too many options hurt dealers, sales and customers?
• What does research show about customer willingness to adopt EVs? What role does infrastructure play?
• Is J.D. Power working on a way to measure quality in EV batteries so customers can buy used EVs with confidence?

From their cool Robo Dog Super Bowl commercial to big hits in vehicle rollouts, Kia is riding an incredible wave of momentum and innovation. Its branding journey has shaped the look and feel of its products and dealerships as well as their talent. From a mobility transformation and commitment to remain a leader in the EV space, its plans for the future are bringing new buyers and profitability to the brand.

In this episode of The Walk Around, Eric Watson, Vice President of Sales Operations for Kia North America, shares his insights into industry trends like consolidation (good or bad?), the future for EVs, and the million-dollar question: will inventory ever go back to normal?

Catch the full episode for answers to questions like:

• How has Kia’s “cool” brand strategy translated into dealer profits?
• Is a direct-to-consumer model in Kia’s future?
• What does an ideal inventory supply level look like for the future of the industry?
• Is customer experience a differentiator for dealers now that they can’t rely on inventory?
• From an OEM perspective, what is your view on consolidations? Is it healthy for the industry?
• How has Kia anticipated consumer expectations for EVs?
• Is there technology on the horizon to help overcome EV obstacles?

For those in the automotive sales industry, Alan Haig’s word is as good as gold. Haig, founder and president of Haig Partners, has been involved in the purchase or sale of more than 350 dealerships with a total value of $5.1 billion. He is also a former senior VP of Corporate Development with AutoNation.

In this episode of The Walk Around, Alan shares insights on how incredible the past year has been for dealerships and predicts what the future holds for “mom and pops.”

Thinking about business ownership? He’s got advice for you, too.

In this episode Alan answers pressing dealer questions like:

• Are we in a “bubble” in terms of dealer valuations, and if so, where is it going?
• Do you think dealers see a future for franchise dealerships?
• With new business models from large-scale groups, are there still opportunities for small town dealers to differentiate themselves?
• How can first-time business owners rise from the ranks?
• If you were looking to make the move toward ownership in a smaller market, which brand would you target?
• Do you think inventory levels will come back to where they were before?
• Will manufacturers be satisfied with the market share they settle in?

What do Navy Seals executing combat tactics have in common with running a car dealership? In a word, leadership.

Best-selling author and decorated former Navy Seal officer Leif Babin sits down with us to share battle-worn lessons that will help unlock your most effective, efficient dealership.

In this episode, Leif answers pressing dealer questions like:

• What does “extreme ownership” mean? 
• How can you solve business problems with leadership?
• What was one of your biggest mistakes on the battlefield that you still learn from today?
• What happens when leaders miss the big picture?
• Can you fail at being a good leader if you aren’t a good follower?
• What was a great dealership experience you had recently and why?
• Do the best dealerships build tactical or strategic relationships with customers?
• How can “decentralized command” help your dealership grow?

In this episode, Leif unpacks his best leadership advice that you can use immediately. “It’s easy to get sucked into what we’re doing, our daily tasks...and forget about the bigger picture, the other people that depend on us...the other resource we can utilize to help us be successful. Every leader...needs to be thinking about that all the time...It’s about the overall team and the overall mission.” Don’t miss this opportunity to learn critical strategies for leadership success straight from a Navy Seal.

So much has changed in our industry in recent years, and not surprisingly, consumers have too. Bob Lanham, Head of Automotive Retail at Meta (Formerly Facebook) returns to The Walk Around to share insights on what makes today’s car buyers tick.

In this episode, Bob answers pressing dealer questions like:

• Do dealers still need to advertise?
• Are CSI scores real, and do they matter?
• How do you bring in new customers?
• How do you see dealers playing in the new world where manufacturers are moving more upstream?
• Do different generations approach car-buying in the same way? (Hint: Boomers are completely different than Gen Z, and Millennials are a mix of both.)
• Should dealers be spending money on the Metaverse?

In this episode, Bob shares his insights that can help your dealership reach buyers and keep them coming back.

What could an uber-successful head of fleet services for a car rental group teach you and your dealership about thriving in an upside-down automotive environment? Turns out, a lot!

Douglas Campbell, Head of Fleet Services for the Americas with Avis Budget Group shares insights he’s learned through the course of a winding automotive career that led him from the “box to the boardroom.” These tools could change your career trajectory forever.

In this episode, Douglas, Elliot and Marc share insights and answer questions like:

• How has Avis achieved profitability up 100% year-over-year in such a challenging environment, when most companies are trying to stay alive?
• How did relationships with OEMs make a difference in being able to “pivot” in these challenging times?
• What’s your acquisition strategy in such an upside-down used vehicle market?
• What advice would you give an aspiring retail associate on how to make the leap from retail sales to the boardroom or the executive table?
• If you had to do your career over again, what would you have done differently?

Douglas shares his personal story and choices he wishes he’d made during his retail automotive career -- advice that can help get you where you want to go, faster. Tune in to put your career on the fast track with battle-worn advice like, “If I could do it all over again, I’d go through F&I and take it as far as I could, then the doors are wide open,” Douglas said. “I’d also spend time in used cars because they make everything float. Stay involved on the used side of things.”  

Leadership continues to be one of the hottest topics in business – not only in our industry but across the spectrum of business, in general. So, what are successful dealers doing to lead their retail automotive teams?

Glenn Pasch, CEO at PCG Digital, unpacks answers to that question in a frank and informative conversation on The Walk Around, with JM&A Group’s Nick Funsch and Danny Vendrell. At dealerships, leadership styles can vary as widely as personalities and business goals often do. Being willing to grow and evolve as a leader can be as important as a dealer’s willingness to listen and adapt – and to nurture their team.

In this episode of The Walk Around, Glenn, Nick, and Danny explore many aspects of retail automotive leadership by diving into these questions:

• What advice have you received over the years about leadership?
• What separates leaders from laggers at dealerships?
• What are leading dealers keeping in mind today?
• What trends are you monitoring for yourselves and dealers?

According to Glenn, paying close attention to talent, teams, and customers, can help retail automotive dealers become successful leaders in their business and our industry.

Whether it’s in-store, online, or a hybrid of both approaches to sales, your dealership’s process can always use at least some level of refinement. But with so many changes in our industry and among our consumers, how do dealers create a system that works for them and their customers?

Beau Jarrett, VP at JM&A Group, joined our hosts Nick Funsch and Danny Vendrell to share his insights about optimizing the sales drive and meeting the demands of an evolving consumer base. Speaking from hands-on experience, Beau broke down some of the methods and tactics that he has seen work for successful dealers. He also shared his view of 2022 – and how dealers can take steps to keep up with market and consumer trends.

A great conversation that addresses some of our industry’s most important questions:

• How can dealers assess opportunities for improvement?
• What are some of the trends dealers should be thinking about for 2022?
• Are inventory challenges enabling bad habits among sales teams?
• How can dealers navigate the challenges of in-store vs online retailing?

Beau leaves us with an important takeaway: whether it’s online or in-store, the sales process is still about people. Learning to listen – to your customers, your team, and your industry colleagues – sets you and your dealership up for continued success and prosperity.

Beau Jarrett started his career in automotive after working in customer experience in other industries. His retail automotive journey began on the sales floor and quickly moved to the finance side of the business. He has delivered results for JM&A Group and its customers for over 14 years, serving our Southeast region in various management and leadership roles. After many years and varied experiences, Beau still feels inspired by what excited him about working, in the first place: people.

Adding an extra step to the retail automotive sales process seems like a crazy idea.

But...what if that extra step can potentially create savings for consumers, as well as an average of $538 in F&I gross on the backend for dealers? Would that be an extra step worth taking?

Ryan Fitzgerald, VP of Business Development at Polly (formerly known as DealerPolicy), thought so. He and his company created a seamless integration that empowers dealers to connect their customers to licensed Polly agents so they can get great deals on auto insurance – at the point of sale. When customers save money on auto insurance through Polly before signing on the dotted line, dealers may turn those savings into potential profits or higher margin vehicles at the store. Happy customers, happy dealers.

Ryan visited The Walk Around podcast to chat about the early days of Polly and the impact his company has had on both dealers and consumers. In this episode, we’ll discuss:

• How auto insurance at point of sale created other opportunities for profits
• What we hope to experience in our industry, in 2022
• How dealers can introduce new products and services to the sales process

Ryan leaves us with a key takeaway: seamlessness makes a big difference. Vendors that refine the technology dealerships use to offer consumers the best value possible can win big in 2022.

Born into a retail automotive family, Ryan began his professional career at a young age. From assisting with test drives to owning his own independent dealership, Ryan has hands-on experience in the industry. After completing his studies at the University of Vermont, Ryan also achieved success for many years as an investment banker – before returning to the automotive industry to build what would become Polly.

A long career in automotive is neither an easy feat nor a boring journey. In an industry that continues to evolve alongside customer needs, technology, oil and gas prices, and car maker innovations, staying power depends on our ability to adapt and share knowledge.

Ed Sheehy, President of Southeast Toyota Distributors, joined The Walk Around podcast for a frank conversation about the lessons lived and learned through his decades-long career in automotive. Ed will soon be a retired veteran of our industry. He plans to enjoy some boredom, improve his golf game, travel, and keep his mind sharp by learning Italian.

In the meantime, he answered some very helpful questions:

• What are some of the big changes in our industry over the past 30 years?
• How has the industry remained the same – what's the common thread, no matter the chapter?
• What’s on the automotive horizon?
• Ed also reflected on his career, sharing wisdom for dealers by revisiting some of his own successes and lessons. His number one piece of advice to dealers?

Pay attention to all trends, particularly those effecting consumer behavior, and be prepared to adapt regularly. Change, even when it feels sudden, is normally gradual, announcing its arrival in subtle ways well in advance of mass adoption. The best retailers will be looking for the indicators and already moving.

Ed leaves us with an important takeaway: study up on all types of business and industries, because automotive does not exist in a bubble.

Ed Sheehy leads Southeast Toyota Distributors as President and has been with JM Family and SET since the early 1990’s. A true veteran of our industry, he has been part of some of the automotive industry’s best and most challenging chapters in recent history.  

As a new year approaches, we start to look ahead with eyes made wise by the lightning-quick evolution of our industry. Quick pivots towards an emphasis on digital retail, a younger generation rising to the top of the consumer list, a chip shortage that won’t seem to end, and the emergence of EV’s as possibly more than a short trend, have all given our industry an opportunity to grow through challenge and opportunity.

What should dealers be looking at and aiming their businesses towards, in the new year? From the perspective of a business built to support dealers in their growth and profitability, what are some of the keys to continued success for dealerships?

Enter Frank Abate, Zone VP at JM&A Group. A seasoned automotive retail veteran, Frank has seen many trends become standards, changes that transformed the industry, and successful dealers that navigated challenges towards opportunities. He visited The Walk Around for a frank and insightful discussion about keys to dealership success. Hint: the list includes retention, prudent planning, and listening to consumers.

• What drives a high-performance showroom?
• How do successful dealers align people with purpose?
• What should dealers be doing to improve customer experience?
• How can dealers and their teams budget accordingly for 2022?
• What are some predictions for the new year?
• How can retail automotive talent prepare for long careers in our industry?

Frank reminds us that ups and downs happen in our industry – but successful automotive retailers persevere when they stay true to their roots but evolve with the times.

Frank Abate has enjoyed a long and successful career with JM Family. He worked alongside Founder Jim Moran three decades ago at JM Pontiac. Since then, he has continued to serve as a true partner for dealers and an expert in our industry’s keys to success. He also enjoys pumpkin pie on Thanksgiving...and Squish-Squish.

Two of our industry’s most important topics for the past year have been digital retail and diversity in retail automotive. Some might see them as two separate topics, but Kerri Wise sees them as a singular call for innovation.

As VP of Marketing at AutoFi and President of Women of Color Automotive Network (WOCAN), Kerri Wise has her finger on the pulse of both topics. She recently joined The Walk Around podcast for a conversation about embracing these two types of change in our industry – and the potential advantages she sees possible, if individual dealers get on board and move the needle before disruptors and dealer groups do.

Among the questions we explore in this episode:

• Why should dealers invest in both digital retail and talent diversity?
• When it comes to digital retail innovation, should dealers stay on the sidelines and let someone else go first?
• What are the risks of trying new tools or steps in the automotive retail sales process vs keeping things as they are?
• How are digital retail and diversity similar, as opportunities for industry innovation – and what are the potential benefits of answering the call?

Kerri leaves us with a brilliant idea: digital retail is just retail. If dealers can embrace the moment and break away from old ideas, they can optimize the sales experience for their customers AND their businesses. Imagine an industry where dealers and their teams can do more because they’re leveraging data, tools, and more diversity of perspectives in their workflows.

As our industry continues to embrace and integrate digital retail tools and strategies, consumer data has more value than ever before. But what types of data should dealers be collecting and analyzing? And what should dealers be looking for in the data? More importantly, how can dealers use consumer data to inform their marketing, advertising, and sales tactics?

Peter Leto, CEO at Foundation Direct, joins our very own Nick Funsch and Danny Vendrell for a candid and detailed conversation about the important role data plays in modern dealerships. Peter shares from his experience working with dealerships through Foundation Direct, as well as his previous experience at Google. Peter, Nick, and Danny break down data, marketing and advertising, and keys to digital retail success for dealerships.

Among the questions answered in this episode:

• How can dealers meet the demand of consumers with limited inventory?
• What can dealers do to market at the increasing speed and expectations of consumers?
• How do dealers use data to impact the customer experience and increase through put in the store?
• What should dealers be thinking about when they analyze consumer data?

Peter reminds us that consumer demand is at an all-time high, despite the inventory shortage – and that dealers have an unprecedented opportunity to meet consumers where they are on many platforms. All it takes is a commitment to using data to inform communications decisions.

Communication and teamwork have track records of success in businesses across all industries. In retail automotive, the need for collaboration has never been greater. As technology and customer experience evolves into a faster pace with more inputs and touch points, dealerships need to move swiftly and collaboratively in order to keep up with demand. How? By innovating and creating solutions as teams.

One area of the dealership that stands to benefit from collaboration between departments is Fixed Ops. With a growing shortage of technicians and higher demand for new skills and certifications, service departments all over the country have been scrambling to find fresh talent. Warren Henry Automotive Group created a solution to this talent shortage that not only benefited their business but also created career opportunities for young people in the Miami-Dade area.

Erik Day, Chief Financial Officer of Warren Henry Automotive Group, joins The Walk Around to discuss communication, leadership development, collaboration, data, and how their business created their own technicians.

In this episode, we’ll break down:

• How to use data to help teams become more successful
• Keys to breaking down barriers between departments
• Addressing fears that limit knowledge sharing and training
• A solution to the technician shortage – and how Warren Henry created Fixed Ops opportunities

Erik also leaves us with an important bit of wisdom...about wisdom: “Knowledge is knowing the answer; Wisdom is knowing what questions to ask.”

A twenty-year veteran of the automotive industry, Erik Day has served as Chief Financial Officer of Warren Henry Automotive Group since 2005. He has led the business through growth and expansion, more than doubling revenue in his tenure. Erik started his automotive career in financial services, then OEM, then onto the retail side. His deep understanding of the vertical also includes hands-on experience with IT, programming, and database engineering. A true visionary, Erik Day also co-founded Flex Wheels, a vehicle subscription company and subsidiary of Warren Henry Automotive Group.

Time really does fly. We started The Walk Around a year ago to share industry insights and introduce our Insiders to retail automotive thought leaders. Here we are, with over 30 episodes recorded and thousands of listens from all over the world. Thank you all for being part of the show – as guests, listeners, and fans.

This week, our hosts Nick Funsch and Danny Vendrell celebrate one year of epic conversations by reflecting on some of our most memorable moments:

• Jake McKenzie talks about margin compression and how to differentiate your dealership.
• Brian Benstock explains why customers value time more than money.
• Jason Stein breaks down how the pandemic accelerated digital retail in automotive.
• Jesse Itzler shares how to start building your life resume.
• Michelle DiTondo explains the importance of communication during a period of disruption.
• TJ Prayner discusses the ways that digital retail reflects the world we live in.
• Damon Lester emphasizes the importance of embracing diversity in automotive retail leadership.
• Bob Lanham shines light on the differences and influence of sales vs marketing backgrounds among dealership leaders.
• Brian Kramer breaks down how to keep leadership and teams motivated during digital transformations.
• Sacha Lindekens explains how to use empathy to understand customers and boost sales.

Nick and Danny share their excitement about the state of our industry, the future of retail automotive, and the varied perspectives, tools, and strategies available to dealers right now.

The past few years have raised the bar for automotive retail online shopping. Technology continues to improve and top shoppers become younger. What can dealers do to keep their sales pipeline flowing towards profitability?

Enter Durran Cage, Founder and CEO of Cage Automotive. He joins The Walk Around podcast for an exclusive conversation about the modern sales process, improving customer experience, and reducing friction points for both buyers and sellers.

• What should GSM’s and Internet Directors at dealerships be focused on?
• How can dealers identify the friction points in their sales process?
• Where is retail automotive headed?
• How can dealers self-evaluate and prepare for change at their stores?

In a conversation loaded with actionable advice, Durran Cage leaves us with this nugget: Use praise to reinforce the behaviors you want more of at your dealership. Self-evaluation and process optimization is important, but equally important to the success of your dealership is the buy-in of your team.

Durran Cage is a 15-year veteran of retail automotive. He began his career on the sales floor, moving up then over to Chrysler, where he became a District Sales Manager in Memphis, TN. In 2008, as the economy stumbled, Durran saw promise and opportunity in online sales and marketing. Putting it to work worked for him and his team, and a few years later Durran moved from dealership to consulting. In 2018, he founded his own company, Cage Automotive, where he and his team impact the employee and customer experience on all levels.

Imagine an automotive retail future in which the external perception of our industry has shifted towards heightened interest in entry-level positions, seamless customer experiences, and long-term profitability for dealers.

That is a snapshot of a future that Kyle Mountsier, Founder of Contagious Auto and Host of The Contagious Podcast, is working towards. How? By helping dealers improve their operations processes, shift internal perceptions, and move our industry in the direction of longevity.

Kyle joins our very own Nick Funsch and Danny Vendrell on The Walk Around, for an exclusive conversation about three of his passions: advancing automotive retail technology, shifts in people and dealer culture, and transformational marketing teams that impact all aspects of the business through their practices.

Among the topics discussed in this conversation:

• How can dealerships change the industry through marketing?
• What should dealers be considering, in terms of branding and technology?
• How can an investment in internal marketing benefit the bottom line of a dealership?
• What are some keys to a successful integration of new marketing technologies?

Kyle leaves us with a thoughtful takeaway: Creating brand loyalty is a multilayer process that requires intention, innovation, and investment on many levels. If dealers make the commitment to empowering their marketing teams with the tools and support they need, internal shifts will benefit the profitability of their businesses.

Kyle Montsier is a twelve-year veteran of retail automotive. His career includes leadership roles in almost all departments of dealerships, but his passion for the industry has been expressed most recently through marketing and communications. A visionary with a true passion for people, technology, and all things automotive, Kyle works with dealers and dealer groups to support operational efficiencies that move the needle for their businesses and the industry at large.

Even in an industry that relies heavily on interpersonal connection and intuition, retail automotive depends on data and analysis now more than ever before.  When it comes to consumer knowledge, J.D. Power has set a high standard. On this episode of The Walk Around, Nick Funsch and Danny Vendrell are joined by Tyson Jominy, Vice President of Data and Analytics at J.D. Power.

An automotive veteran, Tyson Jominy has been with J.D. Power since 2009 and the Ford Motor Company before that. Working with OEMs on pricing and incentives, Tyson’s impact on our industry has been felt both at J.D. Power and at dealerships across North America. He shares his thoughts on some of the most telling consumer insights from J.D. Power’s extensive research from the past year.

Besides the imbalance of vehicle supply and consumer demand, 2020’s impact has been felt on the sales floor in big ways. Baby Boomers have been replaced by millennials as the number one buying group, opening a door for new ways of sourcing and serving customers. Higher-end vehicle sales increased since last year, with sales above $80,000 doubling while sales below $20,000 dipped 30%.

Tyson breaks down even more insights from J.D. Power’s vault of consumer data and research, answering questions that include:

• What are the current trends and how long will current trends last?
• How have millennials impacted automotive retail?
• Which direction do we see the EV trend moving towards?
• How can dealers prepare for the inevitable shift in vehicle supply?
• What does current data predict for the rest of 2021?

Tyson also reminds us that despite low inventory, profits are still high. Dealers should stay the course and invest profits in tools to meet the needs of a new wave of customers.

With over a decade of hands-on experience in leadership development roles, Kevin Dean, Chief Development Officer for Joe Bullard Automotive, began his tenure with the dealership as a consultant. After a successful engagement, the dealership invited Kevin to join the team and further enhance the company’s talent development program and processes.

To gain experience and perspective, Kevin began his full-time tenure at Joe Bullard Automotive as a sales manager, then as a general manager for their Acura store. With a better understanding of the nuts and bolts of the business, Kevin set his sights on creating a talent development program that would stand the test of time.

By using surveys and testing ideas, Kevin created Driven, a program that modernized and optimized talent, hiring, and recruitment. A family-owned business with three generations of history, Joe Bullard Automotive and its leader, Ty Bullard, already knew that evolution was the key to longevity in our industry. Kevin and the team implemented the new system, refining it over time so it suited the company’s culture and aligned with its long-term goals.

Kevin Dean joins The Walk Around’s Nick Funsch and Danny Vendrell for a conversation about investing in existing talent and development as a means towards a better bottom line and a stronger company culture. Among the topics they discuss:

• Beyond improvements in retention and recruitment, can a development program transformation impact dealership results?
• What does a successful program for developing talent look like?
• When using surveys, how can dealers create regularity and accuracy?
• How can the lessons learned in training sessions  become habits at a dealership?
• How can dealerships get middle management more involved in talent development?

In an episode loaded with wisdom, Kevin Dean reminds us that “what got you here won’t get you there.” A willingness to adapt and invest in the tools, tactics, and time needed to evolve will help dealers optimize their existing development processes, improve retention rates, attract top talent, and boost their bottom line.