In this episode, Tim Kintz sits down with Kelly O’Connell to talk about what dealerships risk losing when they rely too heavily on automation. From the sales floor to the service drive, Kelly breaks down why genuine connection, empathy, and leadership still outperform any system or process.

She shares powerful real-world examples of how great managers lead through people — not programs — and how dealership culture can either build trust or break it. If you’ve ever felt like your team is running on autopilot, this episode is your reminder that technology supports the process, but it’s people who close the deal.

Tune in to learn:

• Why “people first” leadership still drives the highest results
• How automation can quietly erode customer trust
• The small daily habits that rebuild authentic connection in your team
• What happens when you put culture before convenience

Watch, listen, and subscribe for more episodes of Car Biz Confidential — where real dealership conversations meet practical leadership lessons.

In today’s automotive industry, dealerships are flooded with new tools, AI, and automated processes—but the question remains: are we sacrificing people for processes? Tim Kintz welcomes Kyle Newsom, co-founder of VISPERIO, to discuss the make-or-break role of human connection inside the dealership. With years of experience leading service departments and consulting nationwide, Kyle shares real-world insights on how fixed ops teams thrive (or collapse) depending on their ability to deliver authentic customer experiences. From the first handshake to the trust built at the service lane, this conversation is a reminder that while automation supports the process, it’s people who close the deal.

Ready to Build a Better Service Department?
Explore more training tools and resources at KintzGroup.com and check out Repaired for Life! 

And visit https://visperio.com/ to hear more from Kyle Newsom! Discover the Fixed Ops training academy built to maximize profit, efficiency, and accountability – without disrupting your service drive.

 — because you can’t automate trust.

This episode of Car Biz Confidential reflects on how the automotive sales industry has evolved, particularly due to the pandemic and subsequent chip shortages. Tim and Brian discuss the challenges of rebuilding fundamental sales skills—like negotiation—that atrophied during a period of unprecedented demand and low inventory. Brian emphasize that effective sales now require more than just knowledge; it demands practical, real-time application of skills. Highlighting the role of managers in this transition, stressing the need for active involvement and mentorship to cultivate a well-rounded, prepared sales force. This renewed focus on skill-building aims to bring back quality customer experiences and adaptability in a changing market.

With 27 years in automotive retail and a deep background in digital transformation, this executive brings a wealth of expertise to their role as EVP of Cars Commerce and GM of Accu-Trade. 

An award-winning industry leader and innovator, Brian Kramer pioneered the first fully paperless car transaction in 2020 and facilitated the automotive industry’s debut in the Metaverse. Featured across top publications and a Google Dealer Advisory Board Member, Kramer is a recognized force in automotive advancement.

In this episode, we dive deep into sales insights with a seasoned pro who’s spent 30 years refining the art of connection and customer engagement, especially in automotive. From reimagining the customer journey to implementing AI-driven tools and digital resources, our guest shares practical strategies to help dealerships evolve beyond outdated sales jargon and adopt a customer-centric approach. Listen in to learn how personalized video walkarounds, digital business cards, CRM optimization, and smart text strategies can transform a dealership’s sales and customer experience. Discover why language matters, why automation alone isn’t enough, and how small adjustments to the sales process can double engagement and retention. For anyone serious about boosting their sales game, this conversation is full of actionable nuggets you won’t want to miss!

On today's episode of *Car Biz Confidential, we sit down with Joe Webb, President of DealerKnows, to explore how dealerships can leverage technology to drive sales. Joe shares insights on integrating artificial intelligence into dealership workflows, the impact of video in daily operations, and practical strategies to boost performance with tech. Whether you're a dealership owner or manager, you won't want to miss this conversation packed with actionable tips on transforming technology into tangible sales results.

In the latest episode of the CarBiz Confidential podcast, Tim Canady, General Manager at Vaden Hyundai, shares his expertise on navigating the challenges of today's automotive market. With nearly two decades in the industry, Canady provides insights into managing high inventory levels, tackling negative equity, and maintaining dealership profitability amidst rising interest rates and soaring car costs.

Tim emphasizes the importance of effective inventory management and transparent communication within the dealership. He advocates for a return to fundamental sales strategies, like building vehicle value and clear communication, despite the rise of digital tools. His approach includes rigorous training for salespeople, daily save-a-deal meetings, and the use of CRM systems to track and manage customer interactions accurately.

Canady also highlights the significance of fostering a positive work culture to reduce employee turnover and improve customer service. His dealership’s success is attributed to a supportive environment and continuous improvement practices.

For automotive professionals, Tim's strategies offer practical solutions to stay competitive and thrive in the evolving market.

In this episode, we dive deep into digital sales strategies in the automotive industry with Bill from DealerKnows. With over 20 years of experience, Bill shares his journey from private equity and online car sales in the early 2000s to becoming a full-time consultant working with nearly 1,000 dealerships. He discusses the evolution of internet sales, the impact of COVID-19 on customer behavior, and how the industry has had to adapt to new digital demands.

Key topics include the importance of having a solid strategy before focusing on tactics, understanding changing consumer behaviors, and the need for dealerships to align their digital experiences with customer expectations. Bill also covers common pitfalls in lead management, why internet leads should be treated as a privilege, and how to train teams for success in a rapidly evolving market.

If you're in the automotive space and looking to improve your dealership’s digital sales process, this episode is packed with actionable insights. Tune in to learn how to leverage data, build effective strategies, and ultimately, capture more market share in the digital age. Don’t miss the next part, where we’ll dive deeper into tactics and data-driven strategies!

In this episode of Car Biz Confidential host Tim Kintz is joined by Ray Scozzari, Director of Training and Development at Denny Menholt Automotive Group, to discuss the evolving challenges in the automotive industry. They explore how dealerships must adapt to gross compression, rising interest rates, and shifting customer expectations, particularly in the post-COVID era. 

The conversation highlights the growing importance of digital retailing, as customers now expect a seamless online car-buying experience. Ray emphasizes the need for dealerships to embrace technology, enhance training, and explore new revenue streams, such as environmental protection programs, to offset shrinking margins. The episode offers valuable insights on maintaining profitability and motivating sales teams in today's rapidly changing market.

Welcome to another episode of Car Biz Confidential from the NADA Show 2024 in Las Vegas. Today, we have Randy Brenckman, a seasoned expert in fixed operations, joining us. Randy, who has decades of experience and formerly taught at the NADA Dealer Academy, discusses the evolving trends in the service sector. He highlights the ongoing challenges and solutions in fixed operations, such as improving hours per RO and effective labor rates. Randy also shares insights on maximizing technician efficiency and the importance of thorough multi-point inspections. Tune in for a deep dive into strategies that can enhance dealership performance.