In this episode my guest is Janis Showers, founder of The Car Girls, who has spent more than 25 years helping dealerships turn phone calls and customer conversations into lasting relationships and profit.

We dig into why the simplest interaction—the phone call—is still one of the biggest stumbling blocks in 2025, and what that says about the way dealers connect with their customers. Janis shares what she’s seeing inside stores right now: why younger staff avoid the phone, how lease renewals are often handled poorly, and where BDC teams can become the heartbeat of the entire operation.

You’ll hear real examples of what happens when dealerships don’t prepare for appointments, the hidden trust that’s either built or broken at the first hello, and why human connection will always matter more than automation.

If you’ve ever wondered why missed calls keep turning into missed sales—or how your team can be empowered to own the customer experience instead of passing it around—this episode will give you plenty to think about and act on.

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