Let’s be real: Customer experience gets tossed around at every conference like it’s some big, shiny secret. But what does it actually mean to deliver an experience that turns a one-time buyer into a lifelong fan?

In this episode, I’m sitting down with Bob Welby, Senior Director of Operations at INFINITI USA, to break down how small, thoughtful touches can make a massive impact. (Spoiler: It’s not about throwing money at the problem—it’s about paying attention.)

Here’s what we dive into:

• Why dealerships spend way too much trying to overcompensate for operational inefficiencies—and how to fix it.
• INFINITI’s new My INFINITI Expert initiative—sending someone to your house after purchase to walk you through the car again.
• The magic of thoughtful hospitality: Why anticipating your customer’s unspoken needs can set you apart—and no, it doesn’t require a “big” budget.

Thanks, Bob Welby!

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AutoFi is Heading to NADA 2025!

 That’s right—AutoFi will be at NADA 2025 in New Orleans, and you don’t want to miss it! Swing by booth #4219 to see how their all-in-one showroom solution can help you sell smarter, not harder. From payment calculations to F&I, they’ve got everything you need to close deals faster and protect your profits.

Want to skip the wait? Pre-schedule a meeting at autofi.com/nada2025 and get ready to level up your dealership game! 

Let me ask you something: What’s the point of having the flashiest marketing if your in-store processes are crumbling like a stale cookie? That’s exactly what we’re tackling in this episode with my buddy Paul de Vries. Now, Paul isn’t just some random dude; he’s basically the king of lead handling in the Netherlands (think fewer wooden shoes, more cutting-edge processes). And trust me, you’re gonna want to hear what he has to say.

Paul—who’s basically the Netherlands’ MVP of automotive processes—joins me to talk about how he’s using AI, automation, and a whole lot of common sense to transform the customer journey. We cover how dealerships can tighten up their processes, reduce wasted time, and actually connect with customers in meaningful ways. And when I say meaningful, I’m talking response times of under three minutes. Yep, you read that right—three minutes. Let that sink in.

Oh, and it’s not just tech talk. We also get into the softer stuff, like building a personal brand on LinkedIn, why staying authentic is non-negotiable, and how a 99-year-old buying a microcar for “the future” left us both questioning our life goals.

Thanks, Paul de Vries!

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Sell Smarter, Not Harder

AutoFi helps progressive dealers like you sell smarter, not harder—on your dealership website and, now, in your showroom, too.

AutoFi solves the everyday problems dealers actually face: like bottlenecks at the sales desk, customer distrust, and decision overload. And their all-new showroom solution includes deal estimation, desking, lender routing, and an F&I menu – all in one powerful platform that bridges the gap between the CRM and DMS.

Go to AutoFi.com/dealerplaybook to learn more. And start selling smarter, today.

Let me ask you this: have you ever seen The Office and thought, “Man, I wish someone made this...but for car dealerships”? Well, buckle up because that’s exactly what my buddy Nathanael Greklek and his team at Mohawk Auto Group did. They’ve created a mockumentary series that’s hilarious, relatable, and—get this—even features General Motors’ CEO, Mary Barra. Yup, that Mary Barra.

In this episode, we go deep into the behind-the-scenes madness of bringing their dealership sitcom to life. Spoiler alert: it involves ducks, lots of laughs, and some of the most creative storytelling you’ll ever see in the auto industry. But this isn’t just about having fun (though there’s plenty of that). Nathanael drops absolute gold on how dealerships can use content to build trust, showcase culture, and make people actually want to do business with them.

Thanks,  Nathanael Greklek!

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Get Your Vehicles Moving Faster

Alright, let me ask you this—how much time and money are you losing on vehicle shipping? If that stings a bit, it’s time for Auto Hauler Exchange. They’re cutting out the middleman, connecting you straight with carriers. Faster shipments, no hidden fees, and over 5,000 vetted carriers ready to roll. It’s a no-brainer.

Plus it’s simple, transparent, and totally free to list. Want faster, smarter shipping? Head over to Autohaulerexchange.com to learn more and get your vehicles moving.

Hey hey, what’s up, DPB Gang? It’s Thanksgiving Day, and I’ve got a little something special for you. First of all, happy Thanksgiving! Can you believe we’ve been on this Dealer Playbook ride together for almost 11 years now? Eleven years! That’s wild. And I just wanna say—I’m so grateful for you. Whether you’ve been here since episode one or you’re jumping in today, you mean the world to me.

Now, let me tell you why you this episode is special to me. This isn’t your typical “here’s what I’m thankful for” chat. Nope. Today, I’m unpacking something that’s become a game-changer for me: gratitude. But wait—don’t roll your eyes yet, okay? I’m not talking about fluffy, feel-good platitudes. I’m talking about how practicing gratitude every day has made me more efficient, more focused, and way more clear on what actually matters.

So grab a coffee, a turkey leg, or whatever you’re doing today, and let’s hang out for a bit.

Thanks, For tuning in!

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CLICK HERE to learn more about The Dealer Playbook! 

More Dealers Are Choosing To Partner with FlexDealer

Looking for a reliable, high-performance dealership marketing partner? Visit https://www.flexdealer.com to discover why more and more dealers are choosing them over big-box providers.

What does it really take to turn a struggling dealership into a thriving success? Is it strategy? Leadership? Or something deeper, like belief systems?

In this episode, Louie Herron, a seasoned dealership operator and trainer, breaks down the Success Wheel—a leadership framework that shifts mindsets, inspires teams, and creates measurable growth. Louie shares transformative insights into building sustainable success while addressing the industry's toughest challenges.

Louie isn’t just a dealership veteran; he’s a transformational leader who has turned struggling stores into thriving operations. He’s walked the walk—from owning and operating dealerships to consulting leaders on how to drive real, sustainable results.

This isn’t just a conversation; it’s a playbook for anyone who’s ready to break out of “business as usual” and start seeing results.

Thanks,  Louie Herron!

If you enjoyed this episode featuring Louie Herron, support us by clicking the links! 

• Connect with Louie Herron  on Linkedin 

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Connect with Michael Cirillo

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CLICK HERE to learn more about The Dealer Playbook! 

Get Your Vehicles Moving Faster

Alright, let me ask you this—how much time and money are you losing on vehicle shipping? If that stings a bit, it’s time for Auto Hauler Exchange. They’re cutting out the middleman, connecting you straight with carriers. Faster shipments, no hidden fees, and over 5,000 vetted carriers ready to roll. It’s a no-brainer.

Plus it’s simple, transparent, and totally free to list. Want faster, smarter shipping? Head over to Autohaulerexchange.com to learn more and get your vehicles moving.

Have you ever looked in the mirror and thought, “Am I the problem?” Or perhaps you've felt that inner urge to redefine what success means for you, but didn’t know where to start.

In this episode of The Dealer Playbook, I sit down with Adam Marburger—CEO at Ascent Dealer Services-Co founder at Dental Protection Group-Best Selling Author-Brazilian Jiu Jitsu Black Belt. He’s here to talk about something we all face but rarely admit: sometimes, we’re our own worst enemy. Adam’s journey from self-destruction to success is nothing short of a playbook for breaking through your own barriers.

In this episode, Adam pulls back the curtain on what it took for him to stare in the mirror and say, “You’re the effing problem.” And trust me, it’s not the kind of conversation that ends there. This is about taking radical ownership, redefining success, and letting go of the toxic voices in our lives.

This one’s raw, unfiltered, and straight from the heart. If you’re feeling stuck or just need a reminder that setbacks don’t define you, this is your episode.

Thanks, Adam Marburger!

If you enjoyed this episode featuring Adam Marburger, support us by clicking the links! 

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Connect with Michael Cirillo

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Sell Smarter, Not Harder

AutoFi helps progressive dealers like you sell smarter, not harder—on your dealership website and, now, in your showroom, too.

AutoFi solves the everyday problems dealers actually face: like bottlenecks at the sales desk, customer distrust, and decision overload. And their all-new showroom solution includes deal estimation, desking, lender routing, and an F&I menu – all in one powerful platform that bridges the gap between the CRM and DMS.

Go to AutoFi.com/dealerplaybook to learn more. And start selling smarter, today.

After over 600 episodes, we’re finally diving into the powerhouse of dealership success: fixed operations. This week, I sit down with Ed Pizzigati, Parts and Service Director at Johnson Automotive Group, to unpack why fixed ops often takes a backseat to sales—and why that could be costing dealerships big time.

Ed reveals the hidden potential of fixed ops, from boosting profits to increasing customer retention. We explore:

• Why fixed ops can be a dealership’s goldmine
• The cost of disconnect between sales and service
• Strategies to align service teams with a shared vision
• Building loyalty through real connections in the service lane

If you’re ready to make fixed ops your dealership’s secret weapon, this episode is a must-listen!

Thanks, Edward Pizzigati!

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Connect with Michael Cirillo

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More Dealers Are Choosing To Partner with FlexDealer

Looking for a reliable, high-performance dealership marketing partner? Visit https://www.flexdealer.com to discover why more and more dealers are choosing them over big-box providers.

Hey, DPB gang – buckle up for a spooky one because this episode is about to blow your mind. Ever felt like tech was moving so fast it was downright freaky? Well, I just stumbled onto something that left me feeling like my grandpa the first time he saw a cell phone. I’m talking about Google’s Notebook LM, an AI tool that’s honestly one step away from holding full-blown conversations like your favorite talk show hosts. Yeah, I threw my Don't Wait, Dominate book into this thing and hit play...and what came out? Pure gold. It was like listening to two people banter back and forth about my own words with humor, depth, and all the personality in the world.

In this episode, I’m pulling back the curtain on AI and its jaw-dropping capabilities for dealerships, marketers, and pretty much anyone ready to dominate in a digital world. Imagine a tool that doesn’t just spit back information but can generate full-on conversations based on the sources you give it. It’s spooky cool—especially if you’re an early tech adopter like me.

But here’s the real kicker: the more we dig into AI, the more we see how critical it is to stay human in our approach. Think of it this way: while AI might be the powerful tool we need to cut through today’s noise, it’s still you that customers want to trust. So, if you’re worried about where this all leaves us as humans in the car biz, don’t be. There’s a way forward that lets us own the tech without losing the soul.

Hit play for my deep dive into Notebook LM, wild stories about customer connection, and a few secrets on how to start creating lasting value in today’s world—using tech that’s anything but boring. Happy (AI) Halloween, my friends!

Thanks, For tuning in!

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Connect with Michael Cirillo

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⭐️ Like this show? Please leave us a review here — even one sentence helps! Consider including your LinkedIn or Instagram handle so we can thank you personally!

CLICK HERE to learn more about The Dealer Playbook! 

More Dealers Are Choosing To Partner with FlexDealer

Looking for a reliable, high-performance dealership marketing partner? Visit https://www.flexdealer.com to discover why more and more dealers are choosing them over big-box providers.

Hey DPB gang, buckle up because this episode is packed with insights that every dealer, GM, and car industry pro needs to hear. I’m sitting down with the one and only Todd Caputo—President of Todd Caputo Consulting and a guy who’s been in the trenches of this industry for decades.

We dive deep into the state of the wholesale and retail markets, touching on everything from global politics to the looming used car shortage (spoiler alert: it’s coming, and you’ll want to be ready). Todd shares his no-nonsense take on what’s affecting our industry right now—like skyrocketing gas prices, the impact of natural disasters, and the financial squeeze on consumers.

But this episode isn’t just about market analysis. We also get real about something that doesn’t get talked about enough: complacency. Todd breaks down how post-COVID, many dealerships have fallen back into lazy habits—and how that’s costing them big time. We talk about the importance of emotional intelligence, hustle, and why listening to your customers might just be your secret weapon in an AI-driven world.

Here’s the thing, folks—if you’re not thinking about where your business is vulnerable, you’re already behind. Todd drops some serious knowledge bombs on how to run a lean, mean operation and why leadership starts with holding yourself accountable before you can lead anyone else.

You won’t want to miss Todd’s perspective on where the industry is headed and how to stay one step ahead. This is an episode full of wisdom, humor, and some hard-hitting truths that will leave you thinking long after it’s over.

Thanks, Todd Caputo!

If you enjoyed this episode featuring Todd Caputo, support us by clicking the links! 

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More Dealers Are Choosing To Partner with FlexDealer

Looking for a reliable, high-performance dealership marketing partner? Visit https://www.flexdealer.com to discover why more and more dealers are choosing them over big-box providers.

What does it truly mean to build a legacy, and how do you balance that legacy with modern-day leadership challenges? Can tradition and innovation coexist in a way that fuels success? In this episode of The Dealer Playbook, I sit down with Ryan Rohrman, CEO of Rohrman Automotive Group, a third generation leader to unpack the strategies behind leading one of the most successful family-owned automotive groups in the country.

What We Discuss in This Episode:

Here’s the thing: Ryan didn’t just inherit his leadership role—he earned it by working his way up from the ground floor. Now, he’s running a 177,000 square-foot Honda store that’s breaking records. In our conversation, we dive into what it really takes to combine the power of legacy with a modern approach to leadership, hiring, and team culture.

Curious about how to create a team that’s not only loyal but also highly motivated to grow your business? Ryan shares insights that will completely shift the way you think about your people and how to unlock their potential. You’ll learn how Ryan transitioned from being hands-on in every aspect of the business to empowering 1,500 employees to operate at their best. And trust me, it’s not about micromanaging—it’s about leading by example, with purpose and authenticity.

Oh, and you’ll hear the incredible story of how Ryan finished a project his grandfather started—a massive Honda dealership that’s now the largest in the world. It's a lesson in vision, perseverance, and how to honor the past while building the future.

Thanks, Ryan Rohrman!

If you enjoyed this episode featuring Ryan Rohrman, support us by clicking the links!

• Connect with Ryan Rohrman on LinkedIn

Listen to the full episode for insights and context from Ryan Rohrman!

⭐️ Like this show? Please leave us a review here — even one sentence helps! Consider including your LinkedIn or Instagram handle so we can thank you personally!

Connect with Michael Cirillo

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Sell Smarter, Not Harder

AutoFi helps progressive dealers like you sell smarter, not harder—on your dealership website and, now, in your showroom, too.

AutoFi solves the everyday problems dealers actually face: like bottlenecks at the sales desk, customer distrust, and decision overload. And their all-new showroom solution includes deal estimation, desking, lender routing, and an F&I menu – all in one powerful platform that bridges the gap between the CRM and DMS.

Go to AutoFi.com/dealerplaybook to learn more. And start selling smarter, today.