In this episode of The Car Bar, featuring Johann D'Costa, Chief Operating Officer at CNA National, we explore the leadership philosophies, life experiences, and personal journey that have shaped one of the automotive industry's most respected executives.

Rather than focusing solely on business strategy, Johann shares the lessons he's learned throughout his career—from overcoming challenges and developing people to building organizations centered around trust, accountability, and continuous growth.

While many of these experiences come from his time at CNA National, the principles apply to every dealership, business, and leader looking to build a stronger team and culture.

In this episode, you'll learn:

-How great leaders create environments where people thrive

-Why investing in people is the foundation of long-term success

-The role mentorship and lifelong learning play in leadership

-How culture influences both employee engagement and customer experience

-Leadership lessons that dealership owners and managers can apply immediately

We also discuss the importance of servant leadership, removing barriers for your team, and creating organizations where people are empowered to do their best work.

Whether you're a dealer principal, general manager, sales manager, service manager, or F&I professional, this episode delivers valuable perspective on leadership, organizational culture, and the qualities that drive long-term success in the automotive industry.

Follow The Car Bar for more conversations on: Automotive leadership • Dealership culture • F&I strategy • Team development • Customer experience • Automotive industry insights

📩 Connect with the Hosts & GuestsHave

Questions about this episode or want to connect directly?

HOSTS:

Steve Phillips – Conley Insurance Group

📧 [email protected]

Brian Jacobson Conley Insurance Group

📧 [email protected]

GUEST

Johann D'Costa – Chief Operating Officer, CNA National

📧 [email protected]

In this episode of The Car Bar, featuring Mike Bacosa, Vice President of Claims & Operations at CNA National, we take an inside look at what really happens after a customer files a vehicle service contract claim.

For dealerships, the claims experience is one of the biggest drivers of customer satisfaction, retention, and long-term trust. Mike breaks down how claims are evaluated, why consistency matters, and how transparent communication strengthens the relationship between dealerships, administrators, and customers.

This episode explores the behind-the-scenes processes that keep claims fair, efficient, and centered on delivering the best possible customer experience, while helping dealerships build credibility long after the vehicle is sold.

💡 In this episode, you'll learn:

-How vehicle service contract claims are reviewed and approved

-Why consistency and contract clarity build customer trust

-The role claims departments play in protecting dealership reputations

-How transparent communication improves customer satisfaction

-Why the post-sale experience is critical to long-term dealership success

- How CNAs claims portal is enhancing the role of a service advisor.

We also discuss how dealerships can strengthen customer relationships by setting clear expectations, partnering with trusted providers, and understanding the claims process from both the dealer and consumer perspective.

Whether you're a dealer principal, general manager, sales manager, service manager, advisor, or F&I professional, this episode provides valuable insight into creating better ownership experiences, improving customer retention, and building lasting trust through every stage of the ownership journey.

Subscribe to The Car Bar for more conversations on: Automotive sales • Dealership leadership • F&I strategy • Fixed operations • Claims management • Customer experience

📩 Connect with the Hosts & Guests

Have questions about this episode or want to connect directly?

HOSTS:

Steve Phillips – Conley Insurance Group

📧 [email protected]

Brian Jacobson – Conley Insurance Group

📧 [email protected]

GUEST:

Mike Bacosa – Vice President of Claims and Operations, CNA National

📧 [email protected]

In Episode 8 of The Car Bar, we sit down with Shannon Robertson, Executive Vice President of the Association of Finance & Insurance Professionals (AFIP), for a thought-provoking conversation on the future of automotive retail.

The discussion begins with the FTC's recent warning letters, the CARS Rule, and the evolving compliance landscape, but quickly expands into a broader conversation about what will separate successful dealerships from the rest of the market in the years ahead.

Shannon shares his perspective on why compliance should be viewed as a competitive advantage rather than a burden, how pricing policies and F&I processes can protect dealerships while improving performance, and why the industry's future depends on delivering value beyond price alone. He also challenges the industry to think differently about customer experience, arguing that dealerships must get back to creating the kind of trust and relationships that make customers say, "I've got a guy" or "I've got a gal."

From leadership and team development to consumer feedback, innovation, and dealership culture, this episode explores what it takes to stand out in an increasingly competitive marketplace. Shannon offers practical insights on building high-performing teams, adapting to regulatory change, and creating experiences that earn long-term customer loyalty.

If you're a dealer principal, general manager, sales leader, or F&I professional in the car business this is a conversation you won't want to miss.

Guest: Shannon Robertson, Executive Vice President at Association of Finance & Insurance Professionals (AFIP)

[email protected]

Hosts:

Steve Phillips

[email protected]

Brian Jacobson

[email protected]

In this episode of The Car Bar, we sit down with Doug Smith, President of the Missouri Auto Dealers Association (MADA), to discuss the critical work he does every day to protect and advocate for Missouri auto dealers. Doug shares his lifelong connection to the automotive industry, including memorable experiences like purchasing vehicles from now-Governor Mike Kehoe, and how those experiences shaped his understanding of the industry.Doug walks us through the challenges and opportunities facing auto dealers in Missouri, including regulatory, legislative, and market pressures, and the strategies MADA uses to support dealers, protect profits, and strengthen the automotive business in the state. This conversation provides a unique insider’s look at how dealer advocacy impacts sales, operations, and the future of the car business.Whether you’re a dealer principal, sales manager, or dealership professional, this episode offers actionable insights into dealer advocacy, industry protection, and strengthening dealership operations at the state level.Subscribe to The Car Bar for monthly conversations on automotive sales, dealership leadership, dealer finance, and ownership strategy.

Welcome to The Car Bar, the podcast that cuts through the hype and delivers real insights for the automotive industry. In this premiere episode, we take a deep dive into the current state of automotive sales, breaking down the trends, challenges, and opportunities that dealers, managers, and salespeople across the US face every day.Your hosts bring a combined 87 years of automotive experience, and we share our mission to bring authenticity and transparency back to car sales, and provide a practical overview of the industry landscape. We discuss common mistakes past, current, and future dealership owners and sales teams encounter, and how to avoid them.This episode sets the stage for future guests, where we will sit down with operators, dealership owners, managers, and top-performing sales professionals to uncover real-world strategies and actionable insights. Whether you’re a dealer principal, sales manager, or frontline salesperson, you’ll get valuable perspectives to help you grow your business, sharpen your skills, and succeed in today’s competitive car market.Subscribe to The Car Bar and stay tuned for future episodes packed with honest, actionable advice from the people who actually move the industry. #carsales #carsalesman #autoindustry #cardealership #automotiveindustry #dealership

In this episode of The Car Bar Podcast, we sit down with Kelly Price, founder and former President of National Automotive Experts (NAE), a leader in the automotive finance and insurance (F&I) industry known for dealer-focused aftermarket products, service contracts, and reinsurance programs.

Kelly shares how and why she built NAE, including the development of programs such as Warranty Forever, and her work alongside its sister company, National Warranty Administration Network (NWAN). We break down what has historically gone wrong in dealer reinsurance, how those mistakes impact F&I profitability and dealership trust, and what it looks like to structure reinsurance the right way for long-term dealer success.The conversation goes beyond technical strategy and into leadership, ethics, and ownership-level decision-making, including dealer training, income development, compliance, and building sustainable F&I operations. Kelly also discusses her transition into strategic ventures with Portfolio Reinsurance, where she continues working to improve how reinsurance is delivered and supported for dealers.In addition to the business side, we cover the personal side of Kelly’s life, from her faith journey and other passion projects, to her role as an Associate Producer on the film Sound of Freedom. She shares how those experiences have shaped her leadership philosophy, values, and approach to building organizations that create impact beyond profits.This episode is a must-watch for dealer principals, general managers, F&I directors, and dealership leaders looking to better understand reinsurance, F&I profitability, and ethical growth in the automotive industry. Kelly's story lends credit to the fact that there can be actionable change in the car sales world, and that dealers and teams can reshape the industry through innovation, integrity, and strategic leadership.Subscribe to The Car Bar for monthly conversations on automotive sales, dealership leadership, dealer finance, and ownership strategy.

In this episode of The Car Bar Podcast, we sit down with Yancy Spivey, whose career began by taking a chance as a car salesman with no initial interest in the automotive business, and evolved into becoming a dealer principal and now a financial advisor working on behalf of car dealers.Yancy walks us through every phase of his life and career, from learning the business on the sales floor to overcoming adversity tied to youth, credibility, and experience, ultimately earning the opportunity to own and operate his own Ford franchise. He shares how automotive sales shaped his leadership mindset and why the car business is deeply embedded in who he is, and how he has been able to build such a successful business as a result.After dealership ownership, Yancy went on to serve as a bank president before transitioning into his current role as a financial advisor for automotive dealers. Through YS Asset Management, he developed a financial process specifically tailored to auto dealers, built from firsthand industry experience and a clear understanding of what he believed needed improvement in traditional dealer financial strategies.Today, Yancy helps dealers navigate investment planning, capital strategy, and long-term wealth management, ensuring growth decisions align with both dealership objectives and personal goals.This episode offers valuable perspective for dealer principals, general managers, sales managers, and salespeople interested in career growth, dealership leadership, and understanding the financial paths available within the automotive industry.Subscribe to The Car Bar for monthly conversations on automotive sales, dealership leadership, dealer finance, and the real-world realities of the car business.

In this episode of The Car Bar Podcast, we sit down with Cliff Childers, a senior leader at Portfolio Reinsurance, where he serves as Managing Director / VP of Sales, leading growth initiatives for auto, RV, and powersports dealers across the country.Cliff provides a dealer-principal-level breakdown of how reinsurance programs, F&I (Finance & Insurance) performance, and agency development directly impact dealership profitability, risk mitigation, and long-term enterprise value. He explains how dealers can structure reinsurance correctly to maximize F&I income, retain capital inside the dealership, and create financial stability beyond monthly sales performance.The conversation goes beyond tactics and into ownership-level strategy, with a strong focus on leadership, organizational structure, and dealership culture. Cliff emphasizes that true growth is not just about selling more cars, but about building a scalable operation where people, processes, and financial systems are aligned with the dealer’s goals.Drawing from his extensive background in automotive financial services and dealer reinsurance, Cliff discusses how innovation, accountability, and disciplined leadership help dealerships grow profitably without sacrificing culture or operational control.This episode is especially valuable for dealer principals, general managers, F&I directors, and executive-level dealership leaders looking to improve F&I profitability, reinsurance strategy, and long-term dealership health.Subscribe to The Car Bar for monthly conversations on automotive sales, dealership leadership, dealer finance, and the real-world realities of the car business.

Our guest, Megan Sinclair Rosso shares her experience growing up in a dealership family, with her grandfather Dave Sinclair and her father James Sinclair, and how that legacy shaped her path in the business. Rather than stepping directly into leadership, she was required to start as a receptionist and work through every department of the dealership, gaining firsthand experience across sales, operations, and management before earning the opportunity to own and operate her own store as a dealer principal.This conversation explores the challenges women face in automotive sales and dealership leadership, the expectations placed on them, and the realities of building credibility in a traditionally male-dominated industry. We also discuss why learning a dealership from the ground up matters and how that foundation creates stronger operators and leaders.This episode is relevant for dealer principals, general managers, sales managers, and dealership employees who want a deeper understanding of dealership operations, leadership development, and the evolving role of women in the automotive industry.If you work in a dealership or are building a long-term career in car sales or dealership management, this episode offers perspective and insight that applies across every role.Subscribe to The Car Bar for monthly conversations on automotive sales, dealership leadership, operations, and the real-world realities of the car business.