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Cultivate loyal customers by turning your service drive into fertile ground with Nick Shaffer’s farming strategies.

In this episode, the hosts welcome Nick Shaffer, the VP of Sales at TVI-MarketPro3, to discuss innovative approaches to improving customer retention. Shaffer, who recently moved from Northern California to Houston, brings a wealth of experience from his extensive career in automotive retail, particularly in fixed operations. The conversation delves into the importance of shifting focus from customer satisfaction to customer retention, likening the process to farming rather than hunting. Shaffer emphasizes the necessity of a cohesive effort across departments and the value of establishing a robust handoff from sales to service.

The discussion highlights the groundbreaking approach of integrating mobile service drives into the customer experience. Shaffer shares a compelling story of a Ford dealership that effectively markets its mobile service by displaying it live in the service drive, providing customers a tangible and reassuring experience. This fundamental yet radical approach has proven successful in retaining clients by making the service process transparent and convenient.

Timestamped Takeaways

0:00 Intro with Paul J Daly, Kyle Mountsier and Michael Cirillo3:32 From Northern California to Houston: Nick shares his recent move and how it impacted his mountain biking hobby.4:32 Extensive Experience in Fixed Ops: Nick discusses his journey in the automotive industry, starting from 2005, and his roles, including being a service manager at Hendrick Automotive Group.7:15 Shift from Customer Satisfaction to Retention: Nick talks about the industry's pivot from focusing on customer satisfaction to measuring and enhancing customer retention, explaining why it's crucial for business success.11:25 The Farming vs. Hunting Mentality: The conversation dives into the analogy of treating customer retention like farming, which requires patience and consistency, versus the immediate results-driven hunting approach.16:02 Mobile Service Drives: A Radical Fundamental: Nick shares a story from ASOTU CON about a Ford dealership successfully integrating mobile service into their customer experience by showcasing it in the service drive.19:02 The Sales-to-Service Handoff: Nick emphasizes the importance of a smooth handoff from sales to service, which is crucial for retaining customers and ensuring they return for service.

Nick Shaffer is the VP of Sales at TVI-MarketPro3

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For dealers and marketers looking to enhance their online presence and drive sales, Daniel Able highlights real-world examples and the tangible benefits of excellent merchandising.

In this episode of Auto Collabs, the crew chats with Daniel Able, National Sales Manager at CarCutter, about the transformative power of proper vehicle merchandising. Daniel shares his journey from the dealership floor to the vendor side. Amidst laughs and a few unexpected revelations, Daniel emphasizes the critical need for consistency and quality in online vehicle presentations to boost sales and customer satisfaction.

The conversation takes a deep dive into the significance of effective vehicle merchandising. Daniel and the hosts discuss how poorly presented vehicle listings can deter potential buyers, drawing a striking comparison to the seamless and visually appealing listings on platforms like Amazon. They emphasize that in the digital age, a dealer’s website is the new front line, and having high-quality, consistent images can significantly impact a customer’s decision-making process. Daniel shares insightful anecdotes and practical strategies for improving merchandising efficiency, such as streamlining the photo-taking process and ensuring every vehicle is showcased at its best. 

Here's what is covered:

0:00 Intro with Paul J Daly, Kyle Mountsier and Michael Cirillo01:39 Daniel Able Introduction: The hosts introduce Daniel Able, National Sales Manager at CarCutter, and tease some surprising facts about him.03:02 Daniel’s Volunteer Work: Daniel shares about his volunteer work with a water rescue organization in South Carolina.05:15 Daniel’s Journey From Dealer To Vendor Partner: Daniel describes his path in the automotive industry, from starting in car sales to transitioning to digital retail and eventually moving to the vendor side with CarCutter.14:24 Importance of Quality Images: Daniel discusses how vital high-quality, consistent images are for online vehicle listings and compares this to product listings on Amazon.16:07 The Website Is The New Front Line: The conversation highlights that a dealer’s website is now the new front line and emphasizes the need for speed and efficiency in getting vehicles market-ready online.22:02 Merchandising Challenges and Solutions: Daniel explains the common challenges dealers face in merchandising and how CarCutter helps streamline the process, ensuring better presentation and faster turnaround.24:57 Evolution of Merchandising Mindset: The hosts reflect on the evolution from print to digital merchandising in the automotive industry and the ongoing need for dealers to adapt and improve their online presence.

Daniel Able is the National Sales Manager at CarCutter

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Impel's acquisition of Outsell is supercharging AI-driven marketing and re-thinking the way we buy and sell cars.

In this episode of Auto Collabs, Paul J Daly and Kyle Mountsier chat with Devin Daly, co-founder and CEO of Impel. Devin shares his fascinating journey from Wall Street to transforming the automotive industry through innovative merchandising and marketing solutions. He explains how Impel started by focusing on 360 product visualizations for fashion and later pivoted to the automotive sector, leading to rapid growth and success. Devin also highlights Impel's data-driven approach to personalized marketing, which leverages unique consumer insights to enhance the customer experience and drive conversion rates.

A significant highlight of the conversation is Impel's recent $100 million acquisition of Outsell, a move that underscores the company's ambition to become the AI authority in the automotive vertical. Devin reveals that Outsell's extensive 20-year consumer data history, tracking around 70 million American consumers, was a key factor in the acquisition. This rich data set allows Impel to train its AI models on auto-specific use cases, enabling long-tail personalization and more effective marketing strategies. By integrating Outsell's capabilities, Impel aims to deliver even greater value to dealerships and consumers alike, solidifying its position as a leader in automotive AI solutions.

Here's what is covered:0:00 Intro with Paul J Daly and Kyle Mountsier1:32 Devin Daly shares his background and how Impel started.3:26 The pivot from fashion to automotive merchandising.6:14 The importance of data in personalized marketing.9:50 Where Outsell fits into Impel's growth trajectory.12:53 The value of Outsell's extensive consumer data.16:08 Impel's structure and commitment to in-person collaboration.

Devin Daly is the Co-Founder/CEO of Impel

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Ford's new approach to dealer training merges innovative storytelling with cutting-edge AI to deliver a transformative learning experience.

Abby Vietor, the Head of Ford University, and Kathy Munoz, Manager of Dealer Training & Productivity, share how Ford University aims to revolutionize the traditional training model. Abby's Hollywood and Amazon Web Services background bring a cinematic flair to training content, while Kathy's expertise in coaching ensures a human touch remains at the forefront.

In this episode, Abby and Kathy delve into their backgrounds and how they came together to craft a training experience that is both engaging and effective. From Abby’s journey through Hollywood and tech to Kathy’s transition from the legal field to coaching, their diverse experiences provide unique insights into creating content that resonates with dealers.

Abby and Kathy cover the challenges of integrating new technologies into dealer training and how their innovative methods address these hurdles. Abby highlights the importance of creating relatable and memorable stories to help dealers understand and convey complex technological features like BlueCruise. Meanwhile, Kathy emphasizes the role of AI in providing continuous, personalized coaching, allowing employees to practice in a safe environment and receive real-time feedback. Together, they aim to make training not only more effective but also more enjoyable, ensuring that dealers are well-equipped to meet the needs of modern customers.

Timestamped Takeaways:

03:04 Abby Vietor’s unique career path: From Hollywood to Ford University, blending storytelling with data-driven training.05:13 Kathy Munoz’s transition from legal to coaching: Board-certified expertise applied to dealer training.08:47 The power of storytelling in training: Engaging learners by connecting new technologies to relatable experiences.17:01 AI-enhanced roleplay practice: Safe, private space for dealers to refine their skills with personalized feedback.20:51 Measuring training impact: Using data to demonstrate the effectiveness of new training methods on dealer performance.

Abby Vietor is the Global Director of Dealer Training & Productivity / Head of Ford University at Ford Motor Company

Kathy Munoz is the Manager, Dealer Training & Productivity - Coaching & Competencies at Ford Motor Company

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A faster, more efficient landscape driven by technological advancements and a continuous learning mindset.

The dynamic and insightful Keishawn Batts, Head of Customer Success at Upstart, joins Auto Collabs to share his deep knowledge and passion for the automotive industry. Keishawn’s journey from detailing cars at a Porsche dealership to leading a dedicated sales team at Upstart highlights his extensive experience and dedication to automotive finance.

Throughout the conversation, Keishawn discusses the unwavering resilience of dealerships in the face of industry challenges such as high-interest rates, technological outages, and evolving consumer expectations. He emphasizes the community-driven nature of the automotive industry, where competitors often come together to navigate tough times.

The discussion also delves into the transformative role of AI-powered financing, illustrating how it enhances credit accessibility, reduces biases, and streamlines the car-buying process. Keishawn explains the importance of utilizing digital tools to educate consumers and improve their dealership experience, ultimately making car purchases more affordable and efficient.

Keishawn’s enthusiasm is palpable as he shares his optimism for the future of automotive finance. He predicts a faster, more efficient landscape driven by technological advancements and a continuous learning mindset. His insights into the industry's future, coupled with his real-world experience, provide listeners with a comprehensive understanding of the current state and future direction of automotive financing.

0:00 Intro with Paul J Daly, Kyle Mountsier and Michael Cirillo

02:14 Keishawn Batts introduces his extensive career in automotive finance, from detailing cars to leading Upstart's dealer success team.

06:02 The resilience of dealerships in overcoming challenges, such as high-interest rates and technological outages, through community and innovation.

11:59 Exploring AI-powered financing and its benefits, including reducing biases and improving credit accessibility for consumers.

17:19 Predictions for the future of dealership financing and how AI will continue to streamline processes and enhance customer experiences.

20:18 Keishawn's optimism for the industry's future and the ongoing need for technology and process improvements.

Keishawn Batts is the Head of Customer Success at Upstart

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From the boardroom to the baseball diamond, some truths transfer surprisingly well.

In this episode, we sit down with John Fitzpatrick, President/CEO of Force Marketing, who draws fascinating parallels between running a business and coaching his son's travel baseball team. John shares insights on maintaining team morale, managing intense parent involvement, and the critical importance of cheerleading from the sidelines. His experiences in both arenas offer a unique perspective on leadership, resilience, and the power of teamwork.

John dives into the transformative potential of AI and customer data platforms (CDPs) in the automotive industry, emphasizing the significance of leveraging data for more personalized customer engagement. He highlights the ongoing challenge of ad waste and the necessity of clean data, advocating for a deeper, more meaningful relationship with customers to foster loyalty and long-term success. The conversation seamlessly blends light-hearted anecdotes with profound business insights, making for an engaging and informative episode.

Timestamped Takeaways:

0:00 Intro with Paul J Daly, Kyle Mountsier and Michael Cirillo

2:28 Coaching Intensity: John shares how coaching an 8-year-old travel baseball team involves managing intense parent expectations and maintaining team morale.

5:08 Business Parallels: John discusses the striking similarities between coaching young athletes and leading a business team, emphasizing teamwork, attitude, and grit.

10:23 AI and Marketing: Insights into how AI and customer data platforms (CDPs) are revolutionizing the automotive industry's marketing and customer engagement.

15:19 Data Cleanliness: The critical importance of maintaining clean data to reduce ad waste and improve marketing efficiency.

20:54 Future of Dealerships: The potential for improved data integration and efficiency within dealership groups to enhance customer relationships and business operations.

John Fitzpatrick is the President/CEO of Force Marketing

https://www.linkedin.com/in/jwfitz/

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With the right tech and team, even accounting can be cool.

In this episode of Auto Collabs, Laurent Charpentier, CEO of Yooz. shares his fascinating journey from France to Dallas, Texas, bringing a fresh perspective to the typically mundane world of accounting. With a background in computer science and a passion for innovation, Laurent reveals how Yooz is revolutionizing the way auto dealers manage their finances, making processes smoother and more efficient.

Laurent dives into Yooz's unique approach, which combines cutting-edge technology with a vibrant company culture symbolized by their iconic flamingos. He explains how Yooz's solutions help dealerships automate their accounts payable processes, freeing up valuable time for staff to focus on more strategic tasks. With insights into the challenges of moving from engineering to an executive role, Laurent highlights the importance of people in building a successful company and how a strong team culture can drive innovation and customer satisfaction.

Timestamped Takeaways0:00 Intro with Paul J Daly, Kyle Mountsier and Michael Cirillo02:08 From France to Texas: Laurent Charpentier shares his journey and why bringing Yooz to the U.S. was a crucial step.07:25 Company Culture: Laurent talks about the importance of a strong team culture and how Yooz maintains it across continents.14:22 AP Automation Benefits: Discussion on why automating accounts payable is vital for dealerships and how Yooz makes it seamless.19:44 Dealer Mindset: Insights into the mindset of dealerships adopting Yooz's platform and the strategic benefits they gain.23:45 Modernizing Payments: The team discusses the surprising persistence of paper checks in the U.S. and how Yooz is helping dealerships move beyond outdated payment methods.

Laurent Charpentier is the CEO at Yooz

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Luis Delgado, CEO of Altura Automotive, joins the Auto Collabs team for an engaging discussion on leveraging the Hispanic market in the automotive industry. Known for his dynamic energy and innovative strategies, Luis reveals how he stumbled into the automotive world and has since become a key figure in Hispanic marketing. From humble beginnings in a Buy Here Pay Here dealership to revolutionizing dealership training programs, Luis shares insights on bridging cultural gaps and building trust with Hispanic customers.

In this episode, you'll hear about Luis's journey, the importance of making both pretty and ugly content to capture attention, and the vital role of community in the Hispanic market. The conversation dives deep into strategies for creating engaging, direct-response videos, building effective Facebook campaigns, and fostering self-sufficient sales teams. Join Paul, Kyle, and Michael as they explore how dealerships can not only attract Hispanic customers but also integrate Hispanic employees to enrich their business culture.

Watch Luis and Altura's ASOTU CON Mini-Keynote here: https://www.youtube.com/watch?v=tBDxmkVYr3E

Timestamped Takeaways0:00 Intro with Paul J Daly, Kyle Mountsier and Michael Cirillo05:35 Entering the Auto Industry - Luis shares how he accidentally found his way into the automotive sector through Patrick from Beaver Toyota, and the impactful role of serving the Hispanic community.10:20 Building Trust in the Hispanic Market - The conversation highlights the significant gap in servicing Hispanic customers and how dealerships can better cater to this growing market.18:24 The AAA System - Luis explains his methodology for creating effective marketing content, emphasizing the balance of making videos both pretty and ugly to engage viewers.21:45 Leveraging Community Power - The team discusses the powerful dynamics of community within the Hispanic culture and how dealerships can benefit from fostering these relationships.27:35 Future of Hispanic Automotive Market - With 25% of all vehicle sales projected to come from Hispanic buyers by 2025, the team underscores the urgency for dealerships to adapt and embrace this demographic.

Luis Delgado is the CEO of Altura Automotive

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Is compliance annoying? Sometimes.Stressful? Maybe.Important? Definitely.In this enlightening episode, we sit down with Sherryl Nens, the VP of Sales at ComplyAuto, who brings a fresh perspective on compliance in the automotive industry. Sherryl shares her journey from her early days at Jiffy Lube to a remarkable 17-year career at Ford, culminating in her current role where she helps dealerships navigate complex compliance issues. Along the way, she weaves in fascinating anecdotes, from her family's RV adventures to her father's influence in sparking her automotive passion.Sherryl also delves into the intricacies of data privacy and cybersecurity, likening compliance to an unsung superhero like Green Lantern. She emphasizes the importance of protecting dealerships' valuable data and complying with regulations not just for legal reasons but to safeguard their businesses from potential threats. Timestamped Takeaways:0:00 Intro with Paul J Daly, Kyle Mountsier and Michael Cirillo04:39 Early Automotive Passion - Sherryl shares how her father nurtured her interest in cars from a young age, giving her an oil wrench for her 13th birthday.10:12 Ford Motor Company Journey - Sherryl's 17-year stint at Ford, including launching the Ford Fiesta and working under Alan Mulally.12:00 Compliance Passion - Transitioning to ComplyAuto, Sherryl explains her passion for simplifying complex compliance issues for dealerships.16:56 Data Privacy & Cybersecurity - The critical role of compliance in protecting dealerships' data from potential breaches and wiretapping claims.22:13 Consumer Awareness - Discussing the need for better consumer education on data privacy and the surprising trends in cookie consent behaviors.Sherryl Nens is Vice President of Sales at ComplyAuto

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A fresh perspective and a bold voice.In this episode of Auto Collabs, Paul, Michael, and Kyle sit down with the inspiring Kaylee Jewert, a 13-year-old making waves in the automotive industry. Kaylee recently wowed audiences at the Women in Automotive conference, where she passionately spoke about the need for more women and young talent in the field. This episode is a delightful mix of Kaylee's insights, her journey into public speaking, and her unique perspective on the auto industry as a young enthusiast.Kaylee shares her experiences growing up around the automotive world, thanks to her parents' careers, and her journey to becoming a speaker at such a young age. Her passion for psychology and marketing shines through as she discusses the importance of introducing young people to the diverse opportunities within the auto industry. From tackling stereotypes to advocating for innovation, Kaylee's enthusiasm and wisdom beyond her years make this a must-listen episode.Takeaways:0:00 Intro with Paul J Daly, Kyle Mountsier and Michael Cirillo1:38 Early Inspiration: Kaylee explains how her dad's involvement in the automotive industry inspired her interest and led her to her first speaking engagement at Women in Automotive.6:04 Passion for Psychology and Marketing: Kaylee discusses her fascination with how companies market products and the psychological aspects of consumer behavior, linking it to her love for the auto industry.10:38 Becoming a Mentor: Kaylee talks about her plans to become a mentor through the Women in Automotive program, aiming to inspire young talent and change perceptions about careers in the industry.15:39 Importance of Young Voices: Kaylee emphasizes the value of young perspectives in driving innovation within the auto industry and shares her vision for a more inclusive future.19:11 Views on Electric Vehicles: Kaylee offers her thoughts on electric vehicles, balancing environmental concerns with the practical benefits of EVs, and shares her dream car: the Tesla Cybertruck.Kaylee Jewert is a 13-year-old middle school student passionate about advocating for the automotive industry.

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