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Troy Ottmer brings forty years of dealership experience to a forward-looking conversation about artificial intelligence and its profound impact on the equipment industry. Drawing from his unconventional career path—spanning automotive, medium-duty, construction equipment, agricultural machinery, forestry, and recycling sectors—Troy shares how he's leveraged AI to transform traditional business operations without eliminating jobs.

The conversation takes a fascinating turn as Troy reveals how he quietly began exploring AI applications around 2020, using it to process vast amounts of data from disparate sources. Rather than replacing employees, Troy's approach creates what he calls "augmented personalities"—empowering people with tools that help them work smarter and more effectively. "I'm not trying to displace people," he emphasizes. "What I'm trying to do is give that person an augmented tool set to be more effective at their job, because then they get a happier employee experience and better customer experience."

Particularly compelling is Troy's practical approach to AI implementation in dealerships. He advocates for horizontal integration across departments followed by vertical deepening within each, approaching transformation iteratively rather than attempting overnight change. This measured strategy helps businesses avoid the pitfalls of hasty implementation while still making meaningful progress. Troy shares how these approaches have delivered tangible results, such as improving inventory turns from industry standards of 2-3 to an impressive 6+ through data-driven management.

The discussion also addresses broader implications, including projections that AI and robotics could reduce the American workforce by 50% by 2030. This reality underscores why Troy's human-centered approach to technology matters so much—focusing on augmentation rather than replacement. Whether you're a dealership executive contemplating AI adoption, a parts and service manager looking to improve operational efficiency, or simply curious about how traditional industries are navigating technological transformation, this conversation offers valuable insights into creating a future where technology enhances rather than replaces human potential.

Visit us at LearningWithoutScars.org for more training solutions for Equipment Dealerships - Construction, Mining, Agriculture, Cranes, Trucks and Trailers.

We provide comprehensive online learning programs for employees starting with an individualized skills assessment to a personalized employee development program designed for their skill level.

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Are you prepared for the unprecedented transformation sweeping through the equipment dealer and rental landscape? In this eye-opening conversation with industry veteran Nick Mavrick, we dive deep into how technological advancement, market consolidation, and changing buyer behaviors are reshaping the entire industry.

"If you continue to do what you've been doing, you will not last the next 20 years. Period. Without any question, without any doubt." This stark warning from our discussion highlights the urgency facing business leaders today as they navigate what some call the Fourth Industrial Revolution.

We explore why traditional dealer management systems and CRM implementations so often disappoint, costing millions while delivering minimal value. Nick shares how predictive buyer intelligence can provide a complete picture of customer behavior across rentals, purchases, and parts consumption without competing with existing technology investments. Through real-world examples, including a parts inventory management case that increased return on capital employed from 40% to 165%, we demonstrate how rethinking established practices can yield extraordinary results.

The conversation tackles troubling trends in industry consolidation, where approximately half of competitors disappear every 20 years, and examines the growing misalignment between manufacturers and dealers. We discuss how rental companies are capturing increasing market share, how education deficits are creating workforce challenges, and why curiosity and continuous learning have become essential survival skills.

Whether you're running a dealership, managing a rental operation, or working for an OEM, this conversation challenges you to question your assumptions and embrace the changes reshaping our industry. Join us for insights that might just help your business not only survive but thrive in the decades ahead.

Visit us at LearningWithoutScars.org for more training solutions for Equipment Dealerships - Construction, Mining, Agriculture, Cranes, Trucks and Trailers.

We provide comprehensive online learning programs for employees starting with an individualized skills assessment to a personalized employee development program designed for their skill level.

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The artificial intelligence revolution isn't coming—it's already here. For equipment dealerships caught in the crossfire of technological disruption, adaptation isn't just recommended; it's essential for survival.

When Ron Wilson attended a birthday party and learned that two people's children had recently lost their jobs to AI, it spurred him to investigate how these technologies are transforming our industry. What he discovered challenges conventional thinking: rather than competing against AI, success lies in thoughtful integration of these powerful tools.

Throughout our conversation, we explore the real-world implementation of AI across dealership operations. From revolutionizing diagnostics—where machines can now be scanned before a technician arrives—to subscription-based monitoring services that predict failures before they occur, AI is reshaping customer expectations and service delivery. One dealership's monitoring team identified a pattern where an excavator overheated consistently during shift changes when less experienced operators took control, saving the customer significant downtime and troubleshooting costs.

The human element remains irreplaceable, however. Jobs requiring emotional intelligence and customer service skills still require the personal touch that AI cannot replicate. The challenge lies in effectively managing workforce transition—identifying early adopters who can champion new technologies while helping fence-sitters see the value in adaptation. As experienced employees near retirement, preserving institutional knowledge becomes increasingly critical.

Whether you're actively implementing AI solutions or just beginning to explore possibilities, this conversation provides practical insights for navigating the changing landscape. The most important takeaway? Don't wait for OEMs or competitors to lead the way—proactive adaptation is the key to maintaining competitive advantage in an increasingly technology-driven industry. Subscribe to our podcast for more discussions on how equipment dealerships can thrive amidst technological disruption.

Visit us at LearningWithoutScars.org for more training solutions for Equipment Dealerships - Construction, Mining, Agriculture, Cranes, Trucks and Trailers.

We provide comprehensive online learning programs for employees starting with an individualized skills assessment to a personalized employee development program designed for their skill level.

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Are you constantly searching for new growth opportunities while overlooking gold mines within your existing business? In this eye-opening conversation with industry veteran Ron Wilson, we explore how equipment dealerships and service-oriented businesses can substantially increase revenue by looking inward rather than outward.

Ron draws from his 37 years of dealership experience to reveal several overlooked strategies that can boost your bottom line without acquiring new customers. We discuss creating specialist service technicians who command premium rates - easily 10-15% higher than standard labor rates - because customers recognize and value their expertise. This specialized approach not only increases revenue but positions your business as the go-to authority in specific service areas.

The discussion takes a fascinating turn when we compare labor rates across industries. Why are RV repair shops confidently charging $177 per hour while equipment dealers hesitate at $125? We challenge the outdated pricing models still used by many businesses and explore how "block labor" assignments - dedicating technicians to specific customers for a monthly fee - can create both predictable client relationships and improved administrative efficiency.

Perhaps most valuable is our deep dive into using data analytics to identify exactly where you're leaving money on the table. By examining which services current customers aren't buying from you, analyzing sublet work that could be brought in-house, and implementing strategic pricing models, businesses can easily increase revenue by 10-20% within their existing customer base.

Whether you run a dealership, service business, or any customer-facing operation, this conversation will transform how you think about business growth. Stop searching for what's over the wall when untapped opportunities are sitting right in front of you. Listen now to discover how to grow your business from within.

Visit us at LearningWithoutScars.org for more training solutions for Equipment Dealerships - Construction, Mining, Agriculture, Cranes, Trucks and Trailers.

We provide comprehensive online learning programs for employees starting with an individualized skills assessment to a personalized employee development program designed for their skill level.

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What if everything you thought about running a service department was backward? That's the provocative question at the heart of this eye-opening conversation with John Dowling, author of "Service by the Boxes" and decorated Marine.

The fundamental misconception crippling most equipment dealerships is seeing service as a cost center rather than a profit engine. "Revenue is vanity," John explains, highlighting how dealerships focus on sales while neglecting the departments that truly drive profitability. The transformative insight? A service job isn't complete when the machine is fixed—it's done when the invoice is paid and the money is collected.

This mindset shift cascades through every aspect of service management. From customer segmentation (80% of revenue comes from 20% of customers) to abandoning the misguided "first-in-first-out" approach, John challenges conventional wisdom at every turn. Perhaps most surprising is his revelation about maintenance services—the highest-margin work that dealerships have mysteriously surrendered, with industry studies showing a staggering 95% market share loss.

The technician shortage plaguing the industry isn't what it seems either. "If we would have been training people and had apprenticeship programs 20 years ago, we wouldn't be here right now," John observes, pointing to decades of mismanagement and underinvestment. The solution involves restructuring shops with team-based approaches that leverage senior technicians as mentors while maximizing efficiency.

For service managers transitioning from technical roles to leadership positions, the challenge is shifting from tactical to strategic thinking. Without proper business and leadership training, even the most skilled technicians struggle when promoted to management. As John puts it, "It's a business unit and some of these business units are 20, 30, 40, 50 million dollar, if not 150 million dollar business units."

Ready to transform your service department from a cost center to a profit powerhouse? Email [email protected] mentioning this podcast for your complimentary copy of "Service by the Boxes" and start the journey toward strategic service management.

Visit us at LearningWithoutScars.org for more training solutions for Equipment Dealerships - Construction, Mining, Agriculture, Cranes, Trucks and Trailers.

We provide comprehensive online learning programs for employees starting with an individualized skills assessment to a personalized employee development program designed for their skill level.

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Dealership operational excellence has never been more critical than in today's consolidated market. Troy Ottmer, a seasoned dealership executive turned consultant, dives deep into the often-overlooked opportunity of departmental reviews and their power to transform profitability.

The equipment dealer landscape has changed dramatically—where once there were dozens of competitors, consolidation has left many markets with just a handful of dealers. Yet despite this reduced competition, many dealerships struggle to maximize their potential, celebrating modest profits while leaving substantial money on the table. Troy reveals how the average dealership carries a staggering 50-70% dead inventory, directly impacting not just working capital but creating ongoing costs through warehouse space, property taxes, and lost sales opportunities.

One particularly eye-opening discussion centers on the difference between typical parts department performance (8% net income) versus what's actually possible (25% net income). Troy and host Ron Slee explore how lost sales tracking has virtually disappeared from many dealerships, despite being a critical tool for understanding market opportunity. They also dissect the faulty logic behind common "cost plus" pricing strategies for wholesale customers—strategies that often result in actual losses when fixed expenses are properly accounted for.

Beyond inventory management, the conversation tackles the growing talent crisis facing equipment dealers. With projections suggesting that by 2030, half the workforce may lack necessary skills for employment, finding and retaining qualified staff has become an existential challenge. Troy offers practical insights on leveraging technology like e-commerce platforms to address staffing limitations while improving customer experience.

Whether you're a dealer principal, department manager, or OEM representative, this episode provides invaluable perspective on operational excellence in equipment dealerships. Reach out to Troy for operational review services that deliver measurable improvement to your bottom line—because in today's competitive landscape, good enough simply isn't.

Visit us at LearningWithoutScars.org for more training solutions for Equipment Dealerships - Construction, Mining, Agriculture, Cranes, Trucks and Trailers.

We provide comprehensive online learning programs for employees starting with an individualized skills assessment to a personalized employee development program designed for their skill level.

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What separates thriving heavy equipment dealerships from struggling ones? The answer might surprise you. It's not their sales volume or brand lineup—it's how they manage their service departments.

Marine Corps veteran John Dowling transformed an agricultural dealership from $40 million to $139 million in less than five years by focusing on what most dealership owners overlook: the profitability of the service department. In this eye-opening conversation, John reveals how his "Service by the Boxes" methodology breaks down complex service operations into 10 accountable steps that eliminate bottlenecks and dramatically improve efficiency.

The numbers tell a compelling story. A single technician generates approximately $260,000 in gross profit annually—equivalent to millions in equipment sales. Yet service departments remain misunderstood and mismanaged by owners who see them as cost centers rather than profit engines. John and host Ron Slee explore why service departments must transition from reactive to proactive management, why guaranteed pricing beats estimates, and how simply committing to close work orders the same day can transform cash flow.

Perhaps most revealing is what customers truly value. At a recent industry survey, when equipment managers were asked what factors most influenced their dealership choices, price received zero votes. What mattered most? Service capability—having technicians available when equipment breaks down. As product differentiation between equipment brands diminishes, service excellence becomes the true competitive advantage.

Whether you're running a dealership, managing a service department, or working as a technician, this conversation offers practical wisdom to transform your approach. Try implementing just one principle from John's book "Service by the Boxes," and he guarantees you'll see returns that dwarf your $20 investment—or he'll buy the book back himself.

Visit us at LearningWithoutScars.org for more training solutions for Equipment Dealerships - Construction, Mining, Agriculture, Cranes, Trucks and Trailers.

We provide comprehensive online learning programs for employees starting with an individualized skills assessment to a personalized employee development program designed for their skill level.

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What if the key to sales success isn't working harder, but targeting smarter? Nick Mavrick of Built Data joins Ron for a candid exploration of how construction equipment dealers can revolutionize their sales approach by embracing the Pareto Principle—the idea that 20% of customers generate 80% of business.

The conversation reveals a startling truth: most construction equipment dealers are still using century-old sales methodologies. Traditional "black book" approaches keep valuable customer information siloed with individual salespeople, creating massive inefficiencies and preventing strategic alignment across organizations. Nick explains how Built Data solves this problem by creating a "single pane of glass" that connects high-level strategy with day-to-day sales execution.

At the heart of this approach is a fundamental shift in perspective. Rather than viewing salespeople as mere revenue generators, Nick advocates treating them as internal customers deserving of support. Built Data identifies high-value targets, predicts equipment replacement cycles, and even allows salespeople to text questions about specific accounts before meetings—serving as an "outsourced wingman" for sales operations.

The conversation takes a fascinating turn when discussing why 90% of companies fail to implement their strategies (hint: 95% of employees can't even articulate what the strategy is). By distilling complex data into actionable intelligence, Built Data helps bridge this communication gap while transforming salespeople into trusted advisors rather than traditional "peddlers."

Whether you're running a dealership or leading a sales team, this discussion offers practical insights about focusing your resources where they'll have the greatest impact. As Nick puts it, market disruption is inevitable, but targeting the right customers can negate up to 80% of business risk.

Ready to transform how you approach sales? Listen now, then share your thoughts about data-driven customer selection strategies!

Visit us at LearningWithoutScars.org for more training solutions for Equipment Dealerships - Construction, Mining, Agriculture, Cranes, Trucks and Trailers.

We provide comprehensive online learning programs for employees starting with an individualized skills assessment to a personalized employee development program designed for their skill level.

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Troy Ottmer brings a unique perspective to the equipment and commercial truck industry that few consultants can match. Having started as an automotive technician in 1987, Troy deliberately worked across every dealership department, developing a comprehensive understanding of how each function impacts the whole. This hands-on experience across automotive, construction equipment, forestry, ag, medium and heavy-duty trucks gives him insight that's increasingly rare in today's leadership landscape.

What makes this conversation particularly valuable is Troy's analysis of the fundamental shifts reshaping the distribution channel. He highlights how the medium-duty truck segment is booming while industry analysts remain fixated on Class 8 freight tonnage - a blind spot creating both challenges and opportunities. Troy's description of Amazon's strategy to place multiple distribution centers within minutes of population centers reveals how last-mile delivery is transforming logistics networks.

Perhaps most provocative is Troy's challenge to conventional industry metrics. While dealerships have traditionally targeted 100% absorption rates, Troy argues that return on assets (ROA) represents a more meaningful measure of business health. His benchmark of 50% ROA - achieved by turning assets five times annually - provides a revealing contrast with rental companies who consistently hit this target while many dealerships struggle.

The conversation takes a concerning turn when discussing workforce development. With reading comprehension at grade level for only 32% of fourth-graders and America facing a projected shortage of 3.8 million employees by 2033, the industry confronts a looming crisis that technological advances alone cannot solve. Troy's work with high schools and OEMs to develop vocational education programs represents an essential response to this challenge.

Whether you're a dealer principal, department manager, manufacturer representative, or customer, Troy's insights offer valuable perspective on navigating industry transformation. His practical experience combined with strategic vision provides a roadmap for those willing to evolve rather than cling to "we've always done it this way" thinking. How might your organization benefit from this kind of candid, experienced-based assessment?

Visit us at LearningWithoutScars.org for more training solutions for Equipment Dealerships - Construction, Mining, Agriculture, Cranes, Trucks and Trailers.

We provide comprehensive online learning programs for employees starting with an individualized skills assessment to a personalized employee development program designed for their skill level.

Send us Fan Mail

Every dealership has fallen victim to a cybersecurity incident – they just might not know it yet. In this eye-opening conversation with Kevin Landers, IT veteran and cybersecurity expert at RocketWise, we pull back the curtain on the digital threats silently targeting equipment dealers across North America.

Forget what you think you know about hackers. Today's cyber criminals aren't lone wolves in hoodies targeting specific businesses – they're sophisticated organizations with marketing departments, R&D teams, and even customer service representatives helping their "clients" execute attacks. As Landers reveals, "If you can log into a Gmail account, you can suddenly become a malicious actor. That's how easy it is." These operations cast wide nets, looking for any vulnerability they can monetize.

Most alarming is how long these breaches remain undetected. According to Landers, the average intruder lurks in compromised systems for 290 days before discovery. This extended exposure explains why annual security assessments – though required by insurers and regulators – provide inadequate protection. One dealership declined a security review only to suffer a devastating breach six months later that took them offline for nearly a month and corrupted historical data essential for business decisions.

The conversation explores practical solutions for dealerships, including structured approaches to security assessments, vendor compliance reviews, and data protection strategies. Landers stresses that cybersecurity isn't just an IT concern but a fundamental business continuity issue affecting employees' livelihoods and customers' operations. For leaders feeling overwhelmed by the challenge, he offers reassurance: "Don't buckle to the overwhelm. It's a race that doesn't end, and you're just going to have to pace yourself."

Ready to strengthen your digital defenses? Listen now to understand the threats you face and the steps you can take to protect your business before it's too late.

Visit us at LearningWithoutScars.org for more training solutions for Equipment Dealerships - Construction, Mining, Agriculture, Cranes, Trucks and Trailers.

We provide comprehensive online learning programs for employees starting with an individualized skills assessment to a personalized employee development program designed for their skill level.