Facts Not Feelings with Brooke C. Furniss

We flip the script today with Career Changers USA's Larry Feldman interviewing ME and asking me questions!

Are you holding your vendors accountable? Are you inspecting what you should be expecting? Do you know how? Do you even have time? With the ever changing digital landscape, BZ Consultants Group is here to inspect what dealers should be expecting of their vendors, specifically their digital vendor partners. We are here to balance the scales, educate the dealer, and give back all that time the dealer would spend in meetings pouring over reports so that they can focus on the customer, customer experience, and staff development. We reside to differentiate between facts from feelings and protect the dealer by making their success our top goal.

Connect and Learn More About BZ Consultants Group: https://qrco.de/bcqqFo

Connect with Larry Feldman: https://qrco.de/bd37M7

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CHAPTERS

0:00 Start

1:50 What Is BZ Consultants Group? What Does BZ Consultants Group Do? How Can We Help Your Dealership?

#FactsNotFeelings #MovingAutomotiveForward #FlippingTheScript #Accountability #InspectWhatShouldBeExpected #AutomotiveMarketing #BZConsultants #GoogleBusinessProfile #GoogleAnalytics #GA4 #BZConsultantsGroup #ActionableItems  #CustomerExperience #Consultant #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CarTalk #CarDealership #WomenInAutomotive #WomenInBusiness #BrookeFurniss #BrookeCFurniss #LarryFeldman #CareerChangersUSA

Football is in full swing, and I am back, baby! Today we are going to bring my pre-car world into the mix.

We all have had our fair share of bumps, and bruises. There always seems to be that one cut that goes extra deep, that leaves a wicked scar we see each day in the mirror. Don’t get me wrong, I dig scars! What is scar tissue? How do we heal it? Our body lies down scar tissue or fibrous tissue to replace the damaged tissue. Cross Friction Massage is a technique that is used to help remove scar tissue and ensure full recovery. Like the name suggests, one is literally going against the grain of the tissue and it doesn't exactly tickle!

The question is what do you see when you see when you look at that particular  scar? Do you cringe? Do you think to yourself, “I never want to repeat that again”? Are we taking the necessary steps to grow, even if it is painful? Are we letting past experiences dictate our future? Maybe we simply don’t want to put in the effort to heal and let more and more scar tissue be laid down, leading to wounds opening up again, and then neuropathic (nerve issues).

Everyone has different wounds.  Everyone has different rehab times. Never stop striving to improve.

Connect with BZ Consultants Group: https://qrco.de/bcqqFo

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Chapters

0:00 Start

1:19 Football Is Back! NFL RedZone, Scott Hanson, and the Octobox Make Everything Better

2:10 Cut To…Trey Lance Down for the Count, My Pre-Auto Life and Scar Tissue

5:22 Are We Willing To Put In The Work, The Effort, All The Things That Are Necessary To Take That Next Step? Everybody's Rehab Process Is Different. Everybody's Wounds Are Different, Everybody's Timetable Is Different.

#FactsNotFeelings #MovingAutomotiveForward #ScarTissue #GoingAgainstTheGrain #OpenWounds #NeverStop #BZConsultants #BZConsultantsGroup #Facts #ConnectedRetail #CustomerJourney #CustomerLoyalty #BeKind #CustomerExperience #Consultant #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CartTalk #CarDealership #WomenInAutomotive #WomenInBusiness #AutomotiveMarketing

With the dealership loyalty rates diminishing and the chip shortage continuing on for the foreseeable future, this is not the time to save a quick dollar and pull back on advertising. In fact, we’ll make the argument that it’s time to step on the gas. If you aren’t staying top of mind with the modern digital consumer appearing where they want to easily connect with you via Google, social media, or personal outreach (text/video), your local competition most likely is. 

Join me as I sit down with our Super Mega Panel of Sarah Ciociola, Hannah Lifson, April Simmons, and Laurie Halter to discuss this much needed topic. 

Connect with Sarah: https://qrco.de/bdHGel 

Connect with Hannah: https://qrco.de/bdHGqE 

Connect with April: https://qrco.de/bdHGur 

Connect with Laurie: https://qrco.de/bd4jiW 

Connect with BZ Consultants Group: https://qrco.de/bcqqFo 

Register for Digital Dealer: https://bit.ly/3pJ60zl 

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CHAPTERS

0:00 Start

2:35 Whether From The Dealer’s Perspective Or The Agency’s Perspective, How Have Marketing Strategies Changed In 2022? Are You Proactive Or Reactive? Are You Keeping Your Branding On Point And Not Losing Sight Of The Goal? Are You Working With Your Business Partners Or Hanging Them Out to Dry? Is There An Emphasis On Education?

14:28 Want Some Facts And Data To Back Up These Thoughts? Check Out These Google Search Trends Year Over Year And How Customer Searches Have Skyrocketed In Automotive. Searches For "Car Repair And Maintenance" Have Grown 650% Year Over Year According To Google Trends. There Has Been A 40% To 60% Increase In Searches For "Dealers Near Me" Depending On The OEM

15:28 How Has Your Messaging Changed? Are You Front Of Mind For Generation Z And The Younger Generation? What Is Your “Why?”

18:18 Dealership Rates Are Diminishing - How Are You Conquering Your Local SEO? How Are You Incorporating Video?

23:27 Are Streamlining the Customer Experience? Have You Revised Your Digital Landscape to Meet Your Consumer’s Needs?

27:07 Google Analytics (Soon to Be GA4) Is Another Tool In Our Toolbelt - Not The End All Be All

33:10 Why Is It Important To Inspect Google Daily? The Google Algorithms Break, Robots And Artificial Intelligence Run Behind The Scenes, And If You Don't Keep Your Finger On The Pulse, Your Digital Landscape Could Bleed From The Carotid Arteries

37:21 From Every Guest Today, What Is One Actionable Piece Of Information That Can Be Implemented Back In The Dealership?

43:28 Lightning Round

#FactsNotFeelings #MovingAutomotiveForward #AutomotiveMarketing #DigitalDealer #BZConsultants #SuperPanel #InvisibleInventory #ShouldIMarketWithoutInventory #HowToAdvertiseWithLimitedInventory #HeyGoogle #AdvertisingIn2022 #GoogleBusinessProfile #GoogleAnalytics #GA4#BZConsultantsGroup #FactsNotFeelingsFriday #ConnectedRetail #CustomerExperience #BeKind #CustomerExperience #Consultant #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CartTalk #CarDealership #WomenInAutomotive #WomenInBusiness 

If history is the greatest teacher, what is the past teaching us about the future of our automotive? Michael Cirillo, CEO at FlexDealer.com, host of top-rated “The Dealer Playbook," and author of “Don’t Wait, DOMINATE!” sits down and talks with me about what 500+ experts agree is the future of retail automotive. In this interview, he explores what common best practices have always carried business throughout the ages, and what he believes will carry us through into the future, based on the hundreds of interviews he has conducted about the auto industry in the past decade.

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CHAPTERS

0:00 Start

5:08 What 10 Years And Speaking With 500+ Experts Agree Is The Future Of Retail Automotive. What Happens When The Hype Dies? What Is The Common Thread Laced Throughout Those Decades Of Conversations?

8:01 What’s The First Thing Michael Cirillo Picked Up Over The Years Of Speaking With His Incredible Guest Lineup? Build Relationships!

9:10 Michael Is Not Just A Pretty Face. His Team Did A Study A Couple Years Back About Common Themes That Seemed To Be Woven Into  Every Episode. 60%+ Of All Episodes The Business Leaders Said The #1 Thing They Have In Common Is That They Said Without Relationships You Have Nothing.

10:21 But First You Have to be a Good Person

12:14 If Someone Has To Tell You How To Be A Good Person…Come On Man! Build Relationships of Trust

15:15 Clubhouse Experience: Be Authentic, Be True To You, Don’t Blindly Follow The Hype

18:44 Real Time Insight: How Michael Is Looking To His Past To Improve The Dealer Playbook’s Future

19:58 What Automotive Leaders Can Learn From MLM Companies

23:56 Innovation Is Coming At Us Quicker Than Ever

26:32 If You Can't Be A Leader In Your Own Home, What Makes You Think You're Going To Be A Good Leader At Work?

27:50 What’s Left When The Hype Dies?

32:21 Final Thoughts: Getting Clarity and Taking Necessary Actions

33:32 Poutine, Gross American Food, Ethical Food, Saskatchewan, Regina, New York, and Chicago: Yes We Manage To Pull It All Together

40:39 Lightning Round Questions

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#FactsNotFeelings #MovingAutomotiveForward #WhenTheHypeDies #FutureOfRetail #HistoryBestTeacher #UnpopularOpinionsNotFoundOnClubouse #BZConsultants #BZConsultantsGroup #FactsNotFeelingsFriday #MichaelCirillo #FlexDealer #TheDealerPlaybook #ConnectedRetail #BeKind #CustomerExperience #Consultant #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CartTalk #CarDealership #WomenInAutomotive #WomenInBusiness #AutomotiveMarketing

Wow wow wow, did Steve not bring the heat on Friday?! Are you connecting the disconnected? Are you focusing on Customer Lifetime Value? Are you constantly asking “great, what now?!”

Apple: https://apple.co/3PS0OEd

Spotify: https://spoti.fi/3R3Gvoz

Catch Steve, myself, and numerous other individuals that are moving this industry forward at ASOTUCON, Ted Ings Fixed Ops Round Table, and the Modern Retail Conference.

ASOTUCON Tickets: https://bit.ly/3PUS7ci

RSVP for Fixed Ops Round Table: https://bit.ly/3CH0V2i

Modern Retail Conference: https://bit.ly/3RhVN8O

It is one of the many great attributes of Steve and my guests on Facts Not Feelings to constantly ask “how may I help?” There are so many selfless humans that will assist at a drop of a hat. If I could caution, don’t be that guy/girl that only reaches out to someone that needs something. We all know that person that only calls when they need something from us. Selfish people don’t care about you, unless you are doing something for them. It is difficult to banish this scarlet letter of "taker" once it is pinned to your chest.

Constantly strive to see how you may help others. Identify subtle nuances where you can step in and lend a helping hand to your colleagues. Look to not approach with an open hand but with open arms.

Connect with Steve Apicella: https://qrco.de/bdG9Qx

Connect with BZ Consultants Group: https://qrco.de/bcqqFo

Chapters

0:00 Start

0:43 Manic Monday - Electronic Revolting on Me

3:28  Did You Catch My Conversation With Steve Steve Apicella With Strategic Dx - Your Dealer Experience? Are You Connecting The Disconnected? Are You Focusing On Customer Lifetime Value? Are You Constantly Asking “Great, What Now?!”

5:25 Don’t Be THAT Guy! Selfish People Don’t Care About You, Unless You Are Doing Something For Them. It Is Difficult To Banish The Scarlet Letter Of "Taker" Once It Is Pinned To Your Chest.

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#FactsNotFeelings #MovingAutomotiveForward #ConnectTheDisconnected  #BZConsultants #BZConsultantsGroup #FactsNotFeelingsFriday #SteveApicella #StrategicDX #YDE #YourDealerExperience #ConnectedRetail  #CustomerJourney #CustomerLoyalty #CLV #CustomerLifetimeValue #InspireLifetimeCustomer #DontBeThatGuy #DontBeThatPerson #ScarletLetter #BeKind #CustomerExperience #Consultant #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CartTalk #CarDealership #WomenInAutomotive #WomenInBusiness #AutomotiveMarketing

How many of our businesses provide seamless customer experiences throughout the entire buying process? How many of us are truly connected to our customers throughout their entire digital lifecycle? Is one and done what we're after, or are we interested in repeat and referral traffic? My guest this week is Steve Apicella, Chief Executive Officer of Strategic DX - Your Dealer Experience, who’s mantra happens to be “Connect the Disconnected.” We are going to be talking about exactly that -  connecting the disconnect in the automotive space.

Steve and I will review best practices of how you can have beat out your competitors by

• Connecting the Disconnected
• Focusing on Customer Journey
• Embraces Customer
• Inspire A Lifetime Customer
• Championing Customer Loyalty
• Always thinking “Great…what now?”

Connect with Steve Apicella: https://qrco.de/bdG9Qx

Connect with BZ Consultants Group: https://qrco.de/bcqqFo

ASOTUCON Tickets: https://bit.ly/3PUS7ci

RSVP for Fixed Ops Round Table: https://bit.ly/3CH0V2i

Modern Retail Conference: https://bit.ly/3RhVN8O

GA4 Council: https://bit.ly/3QaPiUF

Chapters

0:00 Start

1:51 “If we could see CLV as clearly as costs, all firms would get this. But because costs are so tangible and CLVs are a mere prediction, it’s really hard to get firms to adopt this mindset. But it’s [CLV] the right one, and they should be working hard to become comfortable with CLV as the key driver to this kind of decision.” - Professor Peter Fader Wharton Marketing

3:34 We Have A Great Industry and Not Everything Is Broken - There are Disconnect Parts If we Desire Anything More than A One Time Transaction

5:00 After Customer Acquisition, Step Two Is Customer Abandonment In Our Industry

6:41 Amazon's Strategy For Customer Engagement Before & After The Sale - What Automotive Can Learn From It

12:10 What Is Strategic DX - Your Dealer Experience? 

15:56 Making Phones Smart Again - Are You Refining Your Processes?

17:29 Selling A Customer A Car Isn't The End Of The Relationship; It's The Beginning

20:42 What If Sales, BDC, F&I, Service/Parts, and All Other Departments Truly Communicated Leading to Our Customers Having 100% Confidence In Us and the Products and Services We Offer?

23:52 It Takes All of Us and Our Contributions

26:12 100% Online vs Brick and Mortar

27:53 Are We Striving for A Relationship or Transactional Type of Business?

28:45 Great. What Now? The Process of Continual Improvement

34:36 When Was The Last Time You Truly Communicated With Your Customer?

42:14 Hole In One Stories

46:40 Lightning Round

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#FactsNotFeelings #MovingAutomotiveForward #ConnectTheDisconnected  #BZConsultants #BZConsultantsGroup #FactsNotFeelingsFriday #SteveApicella #StrategicDX #YDE #YourDealerExperience #ConnectedRetail #CustomerJourney #CustomerLoyalty #CLV #CustomerLifetimeValue #Amazon #FI #Finance #InspireLifetimeCustomer #BeKind #CustomerExperience #Consultant #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CarTalk #CarDealership #WomenInAutomotive #WomenInBusiness #AutomotiveMarketing

It is officially Monday and the week is off and going. The first time I have had difficulty putting pen to ink...or fingers to keyboard. The words normally flow like wine. This got me thinking about how many times we let hesitation stand in the way of doing something. How many times do we have an awesome idea but fear stops us in our tracks? We may have all the knowledge in the world, but we can’t hit record? What is holding us back? Whether it is from hit record, picking up the phone, or sending your resume to the dream career you keep second guessing, just do it! Believe in yourself.   

Today at 10 AM CST Join me, Ian, Jeff, and other brilliant minds on the #AutoHubShow Podcast as we discuss how to attract more customers with technology. We all know how much great technology is in our automotive space. The real question is how are dealers using all these tools to attract more customers?    

RSVP for Auto Hub Show: https://bit.ly/3ClR1mu    

Connect with Gregory Cooper: https://qrco.de/bdFlSz 

Connect with BZ Consultants Group: https://qrco.de/bcqqFo     

Chapters 

0:00 Start 

1:31 A Bit of Writer's Block and Loss of Words 

2:10 Just Do It! Stop Hesitating, Stop Letting Fear Paralyze You, Go Do Whatever Is You Are Going To Do! 

4:58 Be Decisive: By Not Making a Decision, You Have Made Your Decision 

8:31 Auto Hub Show: How To Use Tech To Attract More Customers Show 

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#FactsNotFeelings #MovingAutomotiveForward #JustDoIt #Hesitation #BelieveInYourself #AutoHubShow #Technology #SocialMiningAi #BZConsultants #GregoryCoopper #BZConsultantsGroup #FactsNotFeelingsFriday #SMS #Text ConnectedRetail #Communication #CustomerExperience #BeKind #CustomerExperience #Consultant #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CartTalk #CarDealership #WomenInAutomotive #WomenInBusiness #AutomotiveMarketing

How many of us made cup phones as kids? They were awesome, right? Simple, pure, and all you needed was a string, paper cups, a pencil/needle to punch a hole through the cup, and paper clips. Then Ta-Da you had phones to chat with our buddies. My question to you all is how much better is communication in the automotive industry today than the cup phones we made as children? I know I lost some of the audience on that question. I can guarantee there are some of you out there saying “Brooke, we have cell phones, video calling, text messaging, CRMs, and all this technology. Of course it is better.” I would agree that the world has improved its technology, but that is not the question. The question is “how much better is communication in the automotive industry today?”

Knowing how imperative communication is in any industry, it should be effortless. Do you find that it is indeed effortless for you, our employees, and our customers? Think of your last doctor or dentist appointment. Did you schedule it online, over the phone, or via text? Did the office send text reminders, automated phone reminders, or some email reminder? What about afterwards, what was the follow up? What happened if you needed to change/reschedule the appointment? Now think of your last automotive service or sales appointment. Was any of this done through text messaging? Was any of it automated? If you are at a store, did you manually have to input all of this? Did any of your “awesome” technologies actually talk to each other to make any of this a seamless process for anyone? Do I need to beat the drum again that this is the second biggest purchase made in a person’s life? Why the hell does the medical community have better Text/SMS offerings than automotive? Why is the appointment setting and confirmation process so damn archaic?

I have been pleading with anyone that knows me for years to please come up with something to fix this issue. Gregory Cooper and SocialMiningAi not only heard me, but took it to a whole new level. On SocialMiningAi’s site, one of the first lines of text states “The most intelligent real-time customer search, discovery and engagement platform.” This is a super bold claim. Join me as I sit down with Gregory Cooper, Founder & CEO at SocialMiningAi, as we dive into why they can say this. Gregory and I will dive into the importance of having a real Social Presence and Reputation Management with a SMS Platform. Yes, you can have your cake and eat it, too! We will review how our industry needs to broaden their views on what best practices are when it comes to text/SMS in the automotive industry

Connect with Gregory Cooper: https://qrco.de/bdFlSz

Connect with BZ Consultants Group: https://qrco.de/bcqqFo

Chapters

0:00 Start

4:36 Has Our Automotive Industry Really Evolved from the Phone Cups We Made as Kids?

13:02 Why CRM Texting/SMS Platforms Are Lacking

21:56 Too Many Texting Tools That Don’t Talk To Each Other

22:29 Why Is It Important to Have a Real Social Presence and Reputation Management with a Text/SMS platform?

30:56 Where Does Gregory Want to See The Space in 5 Years?

34:13 Open Recalls? Change It Up and Text Them!

39:13 Lightning Round

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#FactsNotFeelings #MovingAutomotiveForward #SocialMiningAi #BZConsultants #GregoryCoopper #BZConsultantsGroup #FactsNotFeelingsFriday #SMS #Text #Appointments #ConnectedRetail #Communication #CustomerExperience #BeKind #CustomerExperience #Consultant #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CartTalk #CarDealership #WomenInAutomotive #WomenInBusiness #AutomotiveMarketing

How many of you had “Wrecking Ball” by Miley Cyrus stuck in your head over the weekend after our chat with Kaylee? No shame if you downloaded and played that and “Party In The USA”  on max. Are you still equipping your team with tools from the 1800s and expecting them to keep up with the ever changing technology of 2022 and beyond? What are you doing better/different to support your Parts Department? How are you maximizing your Part’s Department potential?

Connect with Kaylee: https://qrco.de/bdCGgv

We talk about cross training so much that I venture it may be the new hot new buzzword. Let’s break down what this is & how it looks. About 12 years ago, I worked as a Consultant for a CRM software company. As part of our onboarding process, the company had us field Support Calls with the Support Team. It was the scariest couple hours of my life. Not only did it provide me with a newfound respect for our Support Team, but it also created instant friendships with them. They knew I wasn’t some hotshot consultant that was too good to work with them. When either party needed anything, we could now pick up the phone & call each other. To this day, any time I hear that stupid ringtone I literally cringe, & my heart starts racing!

Golf, basketball, running, & cross trainers are all shoes designed for specific sports, movements, & purposes. Nike/Jordan Brand introduced the Trunner, a mix between a runner and a cross trainer, around 2000. Running shoes are made for straight forward movements, not lateral side-to-side movements. Cross Trainers are designed for lateral side-to-side movements. Using running shoes for dynamic side-to-side movement can cause tearing out of the side of your shoes and most likely your body. Ok up to speed.

In 2000, I snagged my first pair of Jordan Trunners in Neptune Blue. Yes, I still have them. I remember thinking, “these are so light…I could run to Neptune!!” In 2001, the next year’s Trunner Bubbles were released and added to the collection. I busted them out at a pick up game. After a mean crossover that would have made Iverson jealous, and nailing the reverse layup that I had practiced a million times in my driveway, I came down to an audible *POP!* Bye bye ankle!

I was under the impression I could play ball in these shoes. I was sorely mistaken. These Trunners were more like running shoes. If they would have been a tried and true Cross Trainer, that can be used just about anywhere, I would have been fine. That is the thing about Cross Trainers, they are versatile and adaptable. When you need to fine tune skills, then you bring the specific shoes: running shoes, basketball, golf, soccer, etc.

We need to ensure our employees are versatile and adaptable to all areas of our business, but also have their fine tune skills in their specific area of expertise. Cross train, cross communicate, never stop talking, and never stop learning. Also, don’t wear running shoes when playing ball.

Connect with BZ Consultants Group: https://qrco.de/bcqqFo

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#FactsNotFeelings #CrossTrain #MovingAutomotiveForward #BZConsultants #KayleeFelio #GoToPartsGirl #PartsEdge #BZConsultantsGroup #FactsNotFeelingsFriday #Parts #Service #FixedOps #Nike #JordanBrand #Jordan #SneakerHead #CrossTrainers #RunningShoes #Shoes #Trunners #ConnectedRetail #Communication #Automotive #WomenInAutomotive #WomenInBusiness

Today I sit down with Kaylee Felio, Sales & Marketing Manager at PartsEdge and Host of The Parts Girls Podcast.

Kaylee has over a decade of experience in the industry, and a strong passion for helping Parts Managers and their operations to maximize potential profits. Initially working in the operations department, Kaylee developed a keen sense of day-to-day operational needs as well as gaps in resources and education. Combining her super powers together with her growth mindset and heart of service, Kaylee transitioned into spreading the word about PartsEdge while sharing her parts expertise with the industry at large.

While she has been on the scene for over 10 years, she has come in like a wrecking ball (cue Miley Cyrus music video), with her name lit up in neon Broadway lights. As another female in the industry, may I just say I freaking love seeing you crush it?! It is awesome! She continues to kick ass and hold the most coveted title of “Mom.”

Join us as we discuss an array of topics:

- Does the industry truly know how much the Parts Department contributes to the overall Dealership Profits?

- How we as an industry can support the Parts Department and Fixed Ops better

- How stores can maximize their Parts Department potential

Connect with Kaylee: https://qrco.de/bdCGgv

Connect with BZ Consultants Group: https://qrco.de/bcqqFo

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CHAPTERS

0:00 Start

3:03 Kaylee Felio’s Subway Start

6:15 The Parts Girl Podcast: Kaylee Is Leveling Up the Way We All Do Business In The Auto Industry

9:53 Dealership’s Parts Departments Is Responsible for Nearly Half of All Dealership Profits. Realistically, How Many People Actually Know This?

10:46 How Is PartsEdge Helping to Educate the Auto Industry About The Importance of the Parts Department?

12:10 How Many Stores Are Maximizing Their Parts Department Potential? How Do Stores Go About Doing This?

15:22 How Does PartsEdge Help Facilitate and Make the Entire Process More Seamless for Your Clients?

16:18 Communication, Communication, Communication

20:35 How Can We As An Industry Support the Parts Department and Fixed Ops Better?

24:30 Where Does Kaylee See or Hope to See The Parts Industry Being In 5 Years?

25:44 Where Can You Find Kaylee Felio Online?

26:15 Lightning Round Questions with Kaylee Felio

#FactsNotFeelings #GoToPartsGirl #MovingAutomotiveForward #BZConsultants #KayleeFelio #PartsEdge #BZConsultantsGroup #FactsNotFeelingsFriday #Parts #Service #FixedOps #ConnectedRetail #CrossTrain #Communication #MaximizeProfits #LeadWithEmpathy #CustomerExperience #Subway #Confidence #BeKind #CustomerExperience #Consultant #Podcast #Automotive #CarConsultant #AutomotiveConsultant #CartTalk #CarDealership #WomenInAutomotive #WomenInBusiness #AutomotiveMarketing