AI is rapidly changing the automotive retail landscape. The question isn't whether it will impact your car dealership, but how to leverage it without alienating your customers. Are you ready to integrate AI in a way that amplifies, rather than diminishes, human connection and trust?

In this episode, you will learn:

• Why 90% of consumers still prefer human interaction even while using AI.
• How to use AI to drive "auto un-intenders" – high-value customers who aren't actively shopping – to your store.
• The critical role of brand health in retaining loyal customers and avoiding the "race to the bottom" on pricing.
• Practical strategies to make your dealership more accessible to your target audience using audio channels.

Joey Zanetis, Executive Vice President at iHeart Media Automotive, shares insights from extensive consumer studies on bridging the gap between cutting-edge AI and the timeless need for human connection in sales.

Timestamps

00:00 Intro

00:53 Guaranteed Human Explained

04:00 Redefining Smart in AI

06:48 Human vs Machine Trust

08:00 Influencers and Honest Reviews

11:01 Brand Health and Trust

15:32 Cross Platform Audio Strategy

20:18 Auto Unintenders and Profit

22:36 Podcast Outro

Is your dealership losing customers you thought were gone for good? Every automotive professional knows the sting of a "lost" sale, but what if those defections weren't permanent goodbyes, but instead, opportunities for powerful comebacks through fixed operations?

In this episode, Kristine Lentz, Product Operations Manager at Urban Science, reveals how using precise data can transform your view of customer defection from a failure to a strategic advantage.

What you will get from this episode:

• Understand why traditional "defection" metrics might be leading you astray.
• Discover how leveraging sales data can pinpoint exactly why and when customers leave.
• Learn how to use fixed ops as a potent reactivation tool for "lost" customers.
• Redefine your follow-up strategies to recapture customers and build lasting relationships.
• Strategically deploy AI in your sales process to close crucial gaps.

Kristine Lentz is the Product Operations Manager at Urban Science, bringing years of expertise in leveraging data to drive actionable insights and improve dealer performance.

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Timestamps

00:00 Intro

00:42 Defection Defined

02:43 Finding the Leak

04:35 Days to Sale Insights

05:32 AI as a Partner

07:26 Empathy Still Matters

08:57 Facing the Fear

10:26 Stop Chasing Sold Leads

10:59 Service Reactivation Play

12:31 Data Plus Human Response

13:55 Outro

Matt Lasher pulls back the curtain on one of the most expensive and preventable problems in automotive retail. The moment a customer falls in love with a car, spends five hours at the dealership, and then the deal collapses in finance because nobody asked the right questions early enough.

In This Episode

• What the great train wreck actually is and why it is happening at every dealership every single day
• How the affordability crisis is creating a tidal wave that dealers need to start preparing for now
• Why lenders and dealers are like Mars and Venus and what it costs everyone when that gap stays open
• The hidden bias toward customers with credit challenges and why 40% of consumers have a credit score of 680 or less
• Why empathy is not just a soft skill in automotive retail but a business strategy
• How technology should be used to enhance human connection rather than skip over the people that make the deal happen
• Matt's perspective on why dealers are resilient and why this crisis is no different from every other one they have survived

About Matt Lasher

Matt Lasher is President at Streamline Auto and a people first advocate in automotive retail. With a background rooted in dealership operations, Matt now sits at the intersection of auto fintech and the dealer lender relationship, working to make it easier for dealers to serve every customer that walks through their door.

Key Quotes

"The great train wreck happens not because we want it to but because sometimes there is just a lack of information at the point that they need it."

"40% of consumers have a credit score of 680 or less. If you are not thinking about the affordability problem you are just servicing the people that have buckets of cash."

"Dealers are resilient. There is just no stopping the dealer."

Resources and Links

• Connect with Matt Lasher on LinkedIn
• Learn more about Streamline at streamline.auto
• Subscribe to The Dealer Playbook newsletter at thedealerplaybook.com
• Join the Dealer Playbook community for more conversations that matter

Take Action

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Timestamps

00:00 Intro

00:48 Dealer to Vendor Shift

02:17 Affordability Train Wreck

04:26 Time Kills Deals

05:50 Lenders vs Dealers Gap

08:58 Tech With People First

11:32 Empathy for Buyers

15:21 Blind Spots in Credit

16:38 Connect and Wrap Up

17:22 Outro

What if the reason your marketing isn’t driving growth… is because it was never invited into the strategy conversation in the first place?

That question sits at the heart of this conversation with my good friend Ashley Cavazos, Digital Performance Consultant and Moderator at NCM Associates. We recorded this one live from the NADA show floor in Las Vegas, and within minutes we were digging into something I see happening in dealerships all the time.

Leaders expect marketing to deliver results.

But marketing often isn’t sitting in the room when the decisions that shape those results are made.

In this episode, Ashley and I talk about why that disconnect still exists and what has to change if dealerships want marketing to actually drive growth instead of constantly cleaning up problems after the fact.

Timestamps

00:00 Intro

00:47 Why Marketers Need Seats

03:39 Inventory Firefighting Reality

04:06 Connecting Teams And Journey

06:22 Plan For Failure Points

08:04 Process Before Mindset

08:28 Alignment Beats AI Hype

10:37 Leadership And KPI Clarity

12:12 Advocating With Data Proof

13:18 Contact Info And Closing

What if your newest salesperson could perform like your best one every single time?

That's not a hypothetical. That's what Jay Ku, founder and CEO of Hey Greenlight, is actually building. And after sitting down with him at NADA, I have to be honest with you, this one stuck with me.

Jay spent years at TrueCar meeting with people representing thousands of dealerships, and he kept running into the same two problems. Salespeople had no idea who their leads actually were beyond a name and a phone number. And turnover was burning through training budgets faster than anyone could keep up. So instead of complaining about it, he built something.

In this episode we get into how Hey Greenlight pulls 25 plus data points on incoming leads income, credit, garage data — and uses that to build a personalized sales strategy for each one. We're talking about what to text, what to say on the phone, when to call, and even something as specific as which side of the lot to park the car on so the paint catches the afternoon sun just right when the customer shows up.

We also get into the AI conversation and I'll be straight with you, I pushed on this because I didn't want to just nod along and confirm my own bias. Jay's take on where AI is genuinely useful versus where it becomes a crutch is one of the more grounded perspectives I've heard on the show. He makes the case that booking appointments and answering questions is table stakes, and the real opportunity is in helping people connect.

That's the thread that runs through the whole conversation. Tech enabled, human delivered. And Jay makes a compelling argument for why that's not just a feel good idea but actually a smarter business decision.

If you've ever watched a great salesperson work a room and thought "how do I bottle that" — hit play.

Timestamps

00:00 Intro

00:48 Why Hey Greenlight

01:28 Two Dealership Problems

02:51 Data Enriched Leads

03:30 Wingman Sales Coaching

06:03 Personalized Prep Examples

07:31 Question Based Selling

09:55 AI Debate Human First

13:45 Connection Still Matters

17:52 Scoring and Accountability

18:44 Operational Efficiency Wins

20:28 How to Connect and Wrap

21:05 Podcast Outro

Dealers are spending more on advertising than ever… and according to Subi Ghosh, many of them are still playing the game wrong.

This conversation from NADA 2026 might be one of the most important shifts we’ve discussed on The Dealer Playbook.

She believes the real issue in automotive advertising isn’t traffic. It isn’t creativity. It isn’t even budget.

It’s fragmentation.

In this episode Subi Ghosh who is the Head of Partnerships at Fullthrottle and one of the driving forces behind Auto Media Marketplace breaks down why dealers are often buying media in silos, relying on diluted data, and unknowingly limiting their own performance. She explains how platforms fighting each other instead of aligning is quietly costing retailers reach, influence, and ROI.

And here’s the part that hits hard.

While many dealers are still pouring money into search and social the way they always have, behavior has shifted. Discovery has shifted. AI has changed how people find information. And the brands that understand how to unify premium media, activate real data, and collaborate across channels are starting to pull ahead.

Subi makes the case that this is no longer about buying ads.

It’s about infrastructure.

It’s about coordination.

It’s about influencing buyers before they ever type into a search bar.

If you’ve felt like your ad spend isn’t stretching as far as it used to…

If you’ve noticed performance becoming harder to maintain…

If you’ve ever wondered whether the platforms are truly working together for you…

You need to hear this conversation.

Because the shift is already happening.

And the dealers who recognize it early will not just compete better. They’ll operate at an entirely different level.

Timestamps

00:00 Intro

02:57 Auto Media Marketplace Explained

04:57 Why Streaming + Premium Inventory + Data Layers Are Changing Advertising

05:41 From Search & Social to Full-Funnel Media: Staying Top of Mind in a New Era

06:47 Real-World Targeting Story: ‘Landman’ Ads, Audience Data & Influence in Action

09:24 Competitors as Allies: How to Align, Take on the ‘Big Fish,’ and Win Together

11:52 Unity on the Show Floor: Building a Cohesive Strategy Across Channels

13:43 Connect with Subie + Final Wrap-Up and Podcast Outro

Most dealers are talking about AI. Jeff Swickard is building an AI department inside his auto group.

In this special episode of The Dealer Playbook, Michael Cerullo sits down with Jeff Swickard, President & CEO of Swickard Auto Group, to unpack what it actually takes to operationalize AI inside a dealership group—without breaking culture, customer experience, or your tech stack.

Jeff shares how they built an enterprise data warehouse in Microsoft Azure, why integration is the real battle, and how they’re using agentic AI + sentiment analysis to protect and improve the guest experience—especially in service.

What you’ll learn:

• Why Swickard Auto Group created an internal AI department

• How an enterprise data warehouse solves “nothing integrates” chaos

• The role of APIs + bidirectional data feeds with the DMS and vendors

• Using AI to measure call quality + customer sentiment in a high-volume service contact center

• Why hospitality is the long-term differentiator (and how tech should support it)

• How to drive buy-in from employees and avoid “here we go again” resistance

• The real leadership skill: prioritization, iteration, and pivoting

• “Buy vs. build” in automotive tech—and how to know when to switch

If you’re a dealer principal, GM, fixed ops leader, or marketing/ops exec trying to figure out what AI actually means for your stores, this is a blueprint for how the best groups are approaching it.

Timestamps

00:00 Welcome & Meet Jeff Swickard

00:29 Why They Built an AI Department in a Dealer Group

02:03 Taming the Tech Stack: Enterprise Data Warehouse on Azure

03:34 AI + Hospitality: Using Sentiment Analysis to Elevate Service

06:23 Building It In-House: 2.5 Years to Connect the Data Sources

07:39 Getting Buy-In: Involving Employees Early & Prioritizing ROI

10:33 Forward-Thinking (and Stumbling): Learning, Predictive Analytics & People

13:30 Leadership Urgency: Staying Focused, Pivoting Fast & Buy vs. Build

16:13 Wrap-Up, Thanks, and Podcast Outro

Everyone’s chasing the next shiny tactic. New platforms. New hacks. New promises.
But what if the stuff that actually works… never stopped working?

In this episode of The Dealer Playbook, I sit down with my longtime friend Charles Cannon, General Manager at BMW West Houston, for a real conversation about building a career in this business by doing the simple things consistently, especially when everyone else is distracted.

Charles and I go back almost a decade, to a time when personal branding in automotive wasn’t a buzzword and definitely wasn’t common. We talk about why he decided early on to put himself out there, how that mindset shaped his career, and why community, consistency, and human connection still outperform any shortcut.

In this conversation, we dig into:

• Why consistency beats virality every single time

• How to use video without overthinking it or trying to be perfect

• What it actually means to “stand out” when everyone says they’re doing the same things

• The shift from treating this industry like a job to building a real career

• Why Charles refers to customers as guests, and how that one word changes everything

• How to stay human in a digital-first world that’s craving real connection

• Lessons from economic swings, negative reviews, and long-term thinking in the car business

This episode isn’t about doing more. It’s about doing the right things, for the right reasons, long enough to matter.

If you’re tired of feeling like you’re getting lost in the noise, if you want to build something sustainable, or if you just need a reminder that being a real person is still your greatest advantage, this conversation is for you.

Timestamps:

00:00 Introduction and Welcome

00:15 Meet Charles Cannon

00:27 Marketing Strategies for Car Dealers

01:08 Charles' Journey Back to Houston

02:20 Building a Personal Brand in the Car Business

05:05 The Importance of Consistency

08:54 Humanizing Sales Through Social Media

12:02 Overcoming Video Marketing Challenges

19:47 Shifting from Job to Career

30:27 Handling Negative Reviews and Customer Relations

31:40 Economic Challenges and Opportunities

34:42 Final Thoughts and Contact Information

How do you sell 300+ used cars a month in a town of 2,900 people, and buy 240 vehicles off the street without relying on auctions?

In this episode, Rob Ruth the President / Owner of Bob Ruth Ford, Dillsburg PA breaks down the real playbook behind scaling a pre-owned-first dealership inside a franchise system, and why a startup mindset, disciplined acquisition, and a culture built on partnership can outperform “bigger market” excuses.

Rob shares exactly how they pivoted during COVID when inventory vanished, how they built a team-based buying machine (starting with Facebook Marketplace outreach), and why used cars drive the whole store: service, parts, profitability, and growth.

What you’ll learn:

• Why used cars are the real growth lever (40M used vs ~16M new) and how to differentiate

• The acquisition-first framework: buying center, street buys, and scaling a sourcing team

• How to sell 8 used for every 1 new while keeping the OEM satisfied

• What’s working now: $25K-and-under sweet spot, pricing discipline, and recon strategy

• Leadership and culture: treating employees like partners, creating career paths, and recruiting in a small market

• The recession-proof logic of building a pre-owned engine when markets shift

If you’re a dealer, operator, or leader who feels boxed in by OEM pressure, market size, or “the way it’s always been done,” this episode will challenge you to rethink what’s possible and remind you why you got into this business in the first place.

Timestamps

00:00 Introduction to the Used Car Mindset

00:36 The Story Behind Bob Ruth Ford

01:02 Key Elements of a Successful Pre-Owned Operation

01:13 Flex Dealer and the Dealer Playbook

02:35 Rob Ruth's Journey and Mindset

03:46 Challenges and Strategies in the Used Car Market

06:05 The Startup Mentality in a Family Business

15:20 Acquisition and Inventory Management

26:20 Community Impact and Leadership

33:29 Conclusion and How to Connect

What does a modern car dealership look like in 2025, without losing the human connection that actually builds loyalty?

In this episode of The Dealer Playbook, I sit down with Matt Birkhead, Dealer Principal at Sir Walter Chevrolet in Raleigh, North Carolina, a nearly 100-year-old, single-point store that’s grown by leaning into transparency, simplified pricing, community involvement, and people-first leadership.

Matt breaks down “The Sir Walter Way” a smarter way to shop, an easier way to service, and a culture that makes customers (and employees) feel like family. We also get practical about how dealerships should use AI, digital retailing, and fast lead response without sacrificing trust.

What you’ll learn in this conversation:

• How Sir Walter Chevrolet builds loyalty through transparency and consistent pricing

• Where AI belongs in a dealership (and where it doesn’t)

• How to keep customers warm after-hours without “fake” automation

• The real operational advantage of a single-point store in a big market

• How to break down silos between sales, service, parts, and recon

• Why “community starts from the inside out” (and how to make it real)

• How Matt invests in people through training, 20 groups, and leadership development

• Why the dealership experience still matters—even with online buying and delivery

If you’re a dealer principal, GM, sales leader, fixed ops leader, or dealership marketer, this episode is a blueprint for building a culture that customers feel, and employees stay for.

Timestamps

00:00 Intro

01:14 The Dealer Playbook and Flex Dealer

02:35 Introduction to Matt Birkhead

03:30 Balancing Work and Family

04:50 Challenges and Responsibilities in the Car Business

08:15 Transparency and Authenticity in Dealerships

09:39 Leveraging AI in Dealerships

16:36 Community Involvement and Support

18:22 Building a Culture of Giving Back

19:03 Creating a Tangible Cultural Impact

20:14 Fostering Teamwork and Community

20:44 Highlighting Employee Contributions

21:27 Breaking Down Departmental Silos

22:20 The Role of Gwen in Community Outreach

25:11 Investing in People and Long-Term Value

26:52 Navigating the Automotive Industry as an Outsider

31:37 Objective and Factual Leadership

34:25 Connecting with the Community and Audience

Connect with Matt Birkhead / Sir Walter Chevrolet

• Phone: (919) 455-7790

• Email: [email protected]

• Instagram (Matt): @birksuva

• Instagram (Store): @sirwalter_chevy

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