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Most dealers think they’re losing on price—but the real reason customers walk away is far more human (and far more fixable).

Tom Kondrat, Advanced Analytics Director at Urban Science, joins Auto Collabs to unpack one of the most misunderstood problems in retail automotive: customer defection. Drawing on real-time sales data and post-purchase surveys, Tom reveals a surprising truth—price isn’t the main reason customers leave. Instead, the breakdown happens in something much harder to measure… and much easier to fix: communication.

The conversation dives into how AI has evolved from predictive analytics to hyper-personalized insights, and how dealers can now use sentiment analysis to understand customer behavior at scale. But here’s the twist: the biggest opportunity isn’t in better tech—it’s in better human connection. From the power of simply being remembered by name to the overlooked value of following up after a lost sale, this episode makes one thing clear: data doesn’t replace relationships—it sharpens them.

Timestamped Takeaways

0:00 Price Isn’t the Real Reason Customers Leave

0:28 Communication Breakdowns Are Driving Defection

1:15 AI Shifted From Scale to Personalization

2:09 Too Much Data Can Hurt Better Decisions

3:26 Predictive AI Was Built to Anticipate Behavior

6:25 Modern AI Needs to Focus on Human Moments

8:42 Dealers Default to Price but Miss the Truth

9:38 Slow or Irrelevant Responses Push Customers Away

11:34 Great Communication Is Timely and Precise

17:35 Fast Feedback Loops Improve Sales Performance

21:26 AI Can Turn Customer Feedback Into Action

22:44 Being Remembered by Name Drives Positive Experiences

Connect with Tom Kondrat at https://www.linkedin.com/in/thomaskondrat/

Learn more about Urban Science at https://www.urbanscience.com

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Jen Suzuki doesn’t walk into a room, she revs it.

In this episode, she brings her signature “Jenergy” to a direct conversation about what’s really holding dealerships back: comfort. From outdated sales processes to leaders who’ve stepped too far away from the front lines, Jen makes it clear that if you’re not pushing yourself, someone else is already catching up.

This episode also dives into the role of mentorship in a world being reshaped by AI. Jen explains why leaders need to stay hands-on, how tools like GPT are changing customer expectations, and why ignoring them is no longer an option. AI isn’t just another tool. It’s exposing who is willing to adapt and who is not.

Timestamped Takeaways

0:00 Comfort leads to getting replaced

0:33 What “Jenergy” actually means

2:14 Learning the hard way without a mentor

3:04 Why one person believing in you matters

6:02 Where leadership development is falling short

8:02 Why leaders need to stay in the trenches

8:49 The sales process is outdated

9:32 Why templates are hurting your business

11:00 How to use AI in real conversations

12:23 Handling customers who use GPT

14:09 The risks of using AI without guardrails

16:14 Why AI is not going away

18:08 The cost of missed follow-up

20:22 Discipline does not change with the season

23:18 The real test of whether you embrace change

Connect with Jen Suzuki at https://www.linkedin.com/in/jennifersuzuki/

Learn more about ZusiTalk at https://www.zukitalk.com/

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If your competitive edge is still price, you’re already losing—the real battle is happening in experience, simplicity, and how you make people feel.

Glenn Pasch has logged over a million miles in the air and many hours helping dealerships rethink how they market, sell, and retain customers. In this episode, the crew unpacks what he’s seeing now. The market has shifted. Inventory is no longer the advantage, and the real differentiator has quietly become something most dealers still underestimate: the experience.

From friction-filled processes to the rise of convenience-first competitors like Carvana, Glenn explains why simplicity is becoming the ultimate strategy. The conversation goes beyond AI buzzwords and focuses on what actually moves the needle: clean data, strong processes, and teams that know how to make customers feel remembered. Selling a car isn’t just about the car. It’s about how easy, personal, and human you make the journey.

Key Takeaways

0:00 The Guest Who Opened Doors. Why Glenn Pasch Shaped Their Early Careers

2:19 A Million Miles of Perspective. What Travel Teaches About Customer Experience

6:17 Inventory Isn’t Your Advantage Anymore. What Actually Matters Now

7:30 Dealers Are Splitting in Two Directions. Control vs Convenience

8:48 The Experience Economy Is Here. Why Ease Beats Price

9:54 Complexity Is the Enemy. Why Simplicity Wins Everywhere

10:30 Carvana Didn’t Win With Tech. They Won by Removing Friction

12:24 The Hidden Revenue Leak. How Small Frictions Cost You Deals

13:41 A $2 Interaction That Proves Everything About Personalization

14:42 You Already Have the Data. Why Aren’t You Using It?

16:30 Customers Don’t Care About the Car. They Care How You Treat Them

18:39 AI Isn’t the Strategy. Execution and Clean Data Are

20:00 The Most Misunderstood Role in Dealerships. Marketing Managers

22:31 Why In-Person Events Still Matter More Than Ever

26:29 Ignore People and Process. Fall Behind. It’s That Simple

Learn more about Glenn Pasch at https://www.linkedin.com/in/glennpasch/

Learn more about PCG Digital / Digital Marketing Strategies Conference at https://www.digitalmarketingstrategies.org/

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Automotive spent years patching old systems together and now AI is forcing the industry to confront what should have been rebuilt a long time ago.

Misty Tippets of Podium joins the show with a perspective the industry badly needs: one foot in modern SaaS, the other in the reality of retail automotive. With a background in agency work, Salesforce implementations, and enterprise tech, she brings an outsider’s clarity to one of the biggest questions dealers are facing right now: why does adopting new technology still feel so messy, expensive, and fragmented?

This conversation quickly moves past the usual AI hype and gets to the deeper issue underneath it: infrastructure. Misty breaks down why bolt-on AI tools are already falling behind, why month-to-month vendor culture may be doing more harm than good, and why fixed ops could be the biggest overlooked opportunity in the market right now. It’s a sharp conversation about contracts, data, operational discipline, and the narrow window dealers still have to leap back to the front of the pack.

Timestamped Takeaways

0:00 AI Moved Fast Dealers Went From “Maybe” to “We Have No Choice”

2:22 Why Misty’s Tech Background Made Automotive’s Systems Gap Impossible to Ignore

4:24 What Salesforce Implementations Reveal About How Underbuilt Auto Tech Really Is

6:01 Dealers Don’t Actually Want Salesforce, They Want Modern Systems That Finally Fit 2026

7:35 Automotive May Be Years Behind on the Data Foundation It Needs

9:47 The Bolt-On AI Era Is Ending Faster Than Most Vendors Want to Admit

12:04 COVID Gave Other Industries a Reason to Rebuild Automotive Mostly Kept Selling Cars

13:49 Fast Onboarding Sounds Great But Some Tools Should Take 90 Days to Get Right

14:39 Month-to-Month Contracts Might Feel Safe But They Can Quietly Kill Real Partnership

18:46 The Vendors Winning Trust Aren’t Selling from a Distance They’re Sitting Inside Dealerships

20:20 This Isn’t Really an AI Conversation It’s a Technology Reckoning the Industry Delayed Too Long

21:23 The Biggest AI Opportunity in Auto May Be Fixed Ops Not the Sales Floor

Connect with Misty Tippets at https://www.linkedin.com/in/mistytippets/

Learn more about Podium at https://www.podium.com/

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At the NY Auto Forum, Tom Castriota, former NADA Chairman and Owner of Castriota Chevrolet, breaks down the growing pressure dealers are facing from regulation, affordability challenges, and shifting market dynamics. With increased scrutiny from the FTC around pricing practices, the industry is being pushed toward greater transparency—creating both clarity and new competitive realities.

This conversation goes beyond compliance to explore what’s happening at ground level. From inconsistent pricing practices to the need for a level playing field, the discussion highlights why most dealers actually welcome clearer rules. At the same time, broader challenges—like limited inventory and rising vehicle costs—continue to make affordability the biggest issue facing the market.

Castriota makes a clear case: the future of the industry depends on trust and accessibility. With fewer affordable vehicles, aging trade-ins, and monthly payments out of reach for many consumers, dealers must navigate a complex environment where transparency, value, and inventory strategy all intersect.

Timestamped Takeaways

0:00 Intro & Tom Castriota Background

0:36 FTC Crackdown on Dealer Pricing

0:58 What “Clear Pricing” Actually Means

1:24 Why Dealers Want Industry Cleanup

1:42 FTC Enforcement & Consistency Across Industries

2:06 Fee Transparency & Legal Ambiguity

2:26 Level Playing Field for Dealers

2:47 Competing Against Misleading Pricing Tactics

3:25 Why Transparency Builds Trust

3:50 Right to Repair Debate Introduced

4:08 What “Right to Repair” Really Means

4:31 Risks Around Data Access & Privacy

5:04 Why This Raises Consumer Data Concerns

5:22 Global/Data Risks (Including China Concerns)

5:58 Status Update: Legislation Slowing Down

6:19 Affordability Still the Core Issue

6:38 Inventory Shortages Across Key Models

7:06 Why Consumers Can’t Afford Current Prices

7:32 Aging Vehicles & Trade-In Challenges

7:47 Impact on Used Car Supply

8:10 Why Industry Growth Is Capped Near-Term

Our coverage of the NY Auto Forum is brought to you Force Marketing. Learn more at https://www.forcemarketing.com/

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At the NY Auto Forum, Lance Woelfer, Vice President of Automobile Sales at American Honda, breaks down a major shift in strategy as the EV transition slows across the U.S. market. While early momentum was driven by government incentives and aggressive timelines, changing consumer demand and infrastructure gaps are forcing automakers to rethink their approach.

This conversation goes beyond headlines to explain why Honda is doubling down on hybrids and value-driven vehicles instead of rushing further into EV expansion. From affordability pressures to regional demand differences, the focus is shifting toward flexibility—meeting customers where they are, not where the industry expected them to be.

Woelfer makes a clear case: the future isn’t one-size-fits-all. With EV adoption still in the single digits, dealers need the right mix of hybrid, gas, and electric options to serve their markets effectively. This is a practical look at how product strategy, pricing, and consumer behavior are reshaping the next phase of automotive retail.

Timestamped Takeaways

0:00 Intro

0:20 Lance Woelfer’s Role at American Honda

1:00 The Current State of EV Strategy

2:00 Why Honda Shifted Away from Certain EV Plans

3:10 The Impact of Government Incentives and Infrastructure

4:20 Why Consumer Demand Isn’t Matching EV Supply

5:30 The Role of the Prologue in Honda’s Lineup

6:40 What Happens After the EV Lease Cycle Ends

7:50 Hybrid Vehicles as the Bridge to the Future

9:00 Global vs U.S. EV Strategy Differences

10:10 EV Adoption Rates and Market Reality

11:20 Living with Past Industry Decisions

12:20 What Dealers Are Asking For: Affordability

13:30 Balancing Hybrid and Gas Production

14:40 Why Regional Demand Shapes Inventory

15:50 The Importance of Flexibility in Product Mix

17:00 The Honda “Base Station” Concept Explained

18:20 Expanding Customer Experience Beyond the Vehicle

19:30 Final Thoughts on Consumer-Centric Strategy

Connect with Lance Woelfer at https://www.linkedin.com/in/lance-woelfer-62a6a861/

Our coverage of the NY Auto Forum is brought to you Force Marketing. Learn more at https://www.forcemarketing.com/

⭐️ Love the podcast? Please leave us a review here — even one sentence helps! Consider including your LinkedIn or Instagram handle so we can thank you personally! We have a daily email! 

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At the NY Auto Forum, Liza Borches, President of Carter Myers Automotive, breaks down a growing disconnect in the service lane. Despite years of innovation and record service growth, only a fraction of customers are receiving basic transparency tools like video multipoint inspections. The result: a widening gap between what customers expect—and what dealers consistently deliver.

This conversation moves beyond surface-level service tactics to address a deeper issue. As direct-to-consumer models and global competitors continue to evolve, dealers can no longer rely on being “essential”—they must prove their value every day through experience, trust, and consistency. Borches highlights a critical mindset shift: the best time to innovate isn’t when business slows down—it’s when things are working.

Borches makes a clear case: the future of the franchise model depends on how well dealers fight for the customer in their own communities. From leveraging real-time customer feedback to investing in service transparency and local relationships, this is a ground-level look at how dealers can build long-term loyalty—and why waiting to adapt may come at a cost.

Connect with Liza Borches at https://www.linkedin.com/in/lizaborches/

Learn more about the Carter Myers Automotive Group at https://cartermyersautomotive.com/

Our coverage of the NY Auto Forum is brought to you Force Marketing. Learn more at https://www.forcemarketing.com/

⭐️ Love the podcast? Please leave us a review here — even one sentence helps! Consider including your LinkedIn or Instagram handle so we can thank you personally! We have a daily email! 

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At the NY Auto Forum, Alan Cooper shares a deeply personal perspective on an often-overlooked reality in the automotive industry—mental health. After decades in retail and leadership, Cooper opens up about his own battle with depression and the hidden toll of an industry that demands resilience but rarely creates space for vulnerability.

This conversation goes beyond surface-level discussion to address a hard truth: behind the performance, pressure, and long hours, many in the industry are struggling in silence. From the stigma around opening up to the real consequences seen across colleagues and teams, Cooper highlights the urgent need for change.

Cooper makes a clear case: it’s time for the industry to normalize these conversations. Through his initiative, Men in Automotive, the goal isn’t exclusivity—it’s creating a safe space for people to talk, connect, and support one another. This is a raw look at the human side of automotive—and why building stronger people is just as important as building stronger businesses.

Connect with Allan Cooper at https://www.linkedin.com/in/allancooper/

Our coverage of the NY Auto Forum is brought to you Force Marketing. Learn more at https://www.forcemarketing.com/

⭐️ Love the podcast? Please leave us a review here — even one sentence helps! Consider including your LinkedIn or Instagram handle so we can thank you personally! We have a daily email! 

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At the NY Auto Forum, Stewart Stropp, VP of Customer Success at J.D. Power, breaks down how service is becoming one of the most critical drivers of customer retention and long-term profitability for dealers. As consumer expectations evolve, transparency, convenience, and communication are no longer differentiators—they’re becoming baseline requirements.

This conversation goes beyond surface-level service tactics to highlight what the latest data is actually showing. From the growing demand for photo and video updates to the rise of mobile service expectations shaped by Tesla and Rivian, the gap between what customers want and what dealers deliver is still significant. That gap represents both a risk—and a major opportunity.

Stropp makes a clear case: service is no longer just operational—it’s strategic. With one in four customers servicing outside their selling dealer and retention increasing significantly after just a few visits, the service lane has become a powerful lever for growth. This is a data-driven look at how dealers can turn service into a competitive advantage in a rapidly changing market.

Connect with Stewart Stropp at https://www.linkedin.com/in/stewartstropp/

Our coverage of the NY Auto Forum is brought to you Force Marketing. Learn more at https://www.forcemarketing.com/

⭐️ Love the podcast? Please leave us a review here — even one sentence helps! Consider including your LinkedIn or Instagram handle so we can thank you personally! We have a daily email! 

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At the NY Auto Forum, Steve Greenfield, CEO of Automotive Ventures, breaks down how dealers need to rethink their business for the next 5–10 years. While most operators are stuck managing a 30-day cycle, the real challenge is building long-term resilience in a market shaped by AI, affordability pressure, and global disruption.

This conversation moves beyond short-term tactics to focus on structural change. From rising cost pressures to shrinking margins, Greenfield argues that profitability—not just sales—is the key to survival. With nearly half of dealership costs tied to labor, emerging AI tools present a massive opportunity to drive efficiency, improve customer experience, and unlock new margins

Greenfield makes a clear case: the future dealership will look fundamentally different. From AI-powered operations to frictionless buying experiences, the winners will be the ones who adapt early. This is a forward-looking view of how technology, consumer behavior, and operational strategy are converging—and what dealers must do now to stay competitive.

Connect with Steve Greenfield at https://www.linkedin.com/in/stevegreenfield416/

Our coverage of the NY Auto Forum is brought to you Force Marketing. Learn more at https://www.forcemarketing.com/

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