Vin Micciche raises operational pragmatism in dealership operations. He argues against chasing unrealistic 100% satisfaction metrics, advocating for standardized processes that deliver consistent 80-90% reliability across call response times, follow-up cadence, and issue resolution. The episode highlights how Strolid’s “tamper-proof” reporting identifies actionable friction points without overwhelming staff. Key takeaway: “A ‘B+’ experience delivered consistently outperforms occasional A+ service with erratic execution.” Learn more about how Strolid helps dealerships Never Miss opportunities for dealers at https://www.strolid.com.

Chapters

00:00 - Introduction to Service Realities  
01:23 - Core Customer Service Principles  
04:45 - Training vs Perfection Paradox  
09:12 - Digital Retailing Limitations  
15:30 - AI vs Human Nuance  
22:47 - Taco Bell Case Study  
29:48 - Data Overload Challenges  
35:15 - Colorado Inventory Example  
40:01 - Future of Balanced Service  
44:01 - Key Takeaways & Action Steps