In this episode of FWRD, hosts Corey Smith and Erick Jauregui sit down with Brooke C. Furniss—founder of BZ Consultants Group and host of Facts Not Feelings—to explore modern dealer strategy from the inside out. The conversation dives into how service departments play a vital role in long-term customer retention, and why aligning sales and service budgets is crucial for dealership success.

Brooke shares actionable insights on cross-training staff, implementing technology more effectively, and meeting today’s car buyers’ expectations for a seamless, digital-first experience. From improving internal communication to using video for better customer engagement, this episode is packed with strategic takeaways to elevate your dealer strategy.

Key Topics Covered:

• ​Smart budget allocation between service and sales
• ​Cross-training to improve team collaboration
• ​Enhancing the customer journey with digital tools
• ​Building trust through transparent communication

Tune in for practical tips and bold ideas to strengthen your dealership’s operations and future-proof your dealer strategy.