The Dealer Playbook

Day 1 of NADA unfolded in “interesting” circumstances. Delayed shipments, stranded attendees, and a city adjusting to unexpected weather could have derailed everything. But this industry proved once again that resilience is in its DNA. 

If Day 1 taught us anything, it’s this:

We’re tougher than we give ourselves credit for, and when faced with challenges, we find solutions. 

The show must go on—and it did.

On to Day 2. Stay Tuned!

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In this episode, my guest is Elena Ciccotelli, founder of the EVs for Everyone Podcast, and we’re diving into  one of the hottest topics in automotive right now "EVs"

We dive into the heart of the EV debate, covering everything from the real challenges facing dealerships to the massive opportunities sitting right under their noses. We talk about the questions you’re probably already thinking about:

• Why are EVs so polarizing? Is it the infrastructure? The regulations? Or are we all just scared of change?
• What are forward-thinking dealerships doing right now to win in the EV space?
• And here’s the big one: Is the U.S. falling behind in the global EV race, and what does that mean for you?

Elena shares the stats that matter, the strategies that work, and why she believes EVs are about so much more than just cars—they’re about people, habits, and the way we live. 

Whether you’re an EV skeptic, enthusiast, or somewhere in between, this episode will leave you with a fresh perspective, some practical tips, and maybe even a laugh or two.

 So, are EVs for everyone? Tune in to find out.

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This Episode's Sponsor

FlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.

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In this episode, I sit down with Kyle Disher, CEO of RevDojo, to peel back the layers on one of the most overlooked, yet game-changing aspects of the automotive industry: hiring, training, and accountability.

Kyle's seen it all—over a decade of dealership mystery shops, thousands of hires, and countless training sessions. Together, we uncover what separates dealerships that thrive from those stuck in survival mode. And let me tell you, the difference often comes down to one thing: commitment to process and culture.

Here’s What We Dive Into:

• The shocking data from 5,000+ mystery shops: Why some dealerships never even make a single follow-up call.
• The true cost of poor onboarding and training—and how a few small changes can drive big results.
• How to tell if your dealership's culture is a winning one (hint: you can feel it the second you walk in).
• Why dealerships that rely solely on AI are setting themselves up for failure—and how to strike the perfect balance between tech and human connection.
• Live call roleplays that demonstrate the power of scripts, processes, and positivity in converting leads to appointments.

Kyle doesn't hold back. From uncovering the real reasons behind high attrition rates to sharing the exact playbook for building a high-performing team, this episode is packed with actionable insights that will make you rethink how you approach dealership operations.
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This Episode's Sponsor

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! 

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In this episode my guest is Robin Wilson, founder of Social Grenade, we’re diving deep into the messy, weird, and wonderful world of social media for car dealerships—what works, what flops, and how to stop posting inventory photos like you’re running a 2003 Craigslist ad.

If you’ve ever wondered:

“Are we posting too much… or not enough?”

“Why aren’t we getting engagement on our posts?”

“Is TikTok even worth it, or should we just stick to dancing in the showroom after hours?”

Robin’s got answers—and they’re good.

Plus, she drops some absolute gems about building a tribe online, why responding to every review (yes, even the nasty ones) is mission-critical, and how a tattoo post led to selling a Camaro (no joke).

This isn’t your typical social media chat. It’s fun, it’s raw, and it’s ridiculously practical.

So, if you’re tired of yelling into the social media void and hoping someone hears you, hit play.
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This Episode's Sponsor

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! 

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If you hear the word “AI” and immediately picture a clunky chatbot throwing out robotic answers like “I’m sorry, Dave, I can’t do that”—you’re in for a wake-up call.

In this episode of The Dealer Playbook, I sit down with Maarten Bekkers, the founder of AutoChat, to break down how AI is so much more than a fancy Q&A bot on your website.

Oh, and if you’re still chasing endless leads like a golden retriever chasing a tennis ball… buckle up. Maarten and I dive into why quality leads > lead volume and how AI can filter out the noise and hand you the real opportunities.

At one point, Maarten hit me with this:

"Selling something to someone who doesn’t need it is bad. But NOT selling something to someone who DOES need it? That’s even worse."

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This Episode's Sponsor:

AutoChat.ai Stop losing leads and wasting time on outdated processes. AutoChat is the AI-powered communication platform that turns your website into a customer magnet and your team into efficiency powerhouses.

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Welcome back to The Dealer Playbook Podcast! Today, we’re diving into a conversation that’s been setting the internet on fire: Is AI spelling the end of Google as we know it?

I’ve brought in my friend and digital marketing expert, Dave Spannhake from Reunion Marketing, to help us cut through the noise, separate fact from fiction, and give you a clear picture of what’s really happening in the world of search, AI, and dealership marketing strategies.

We’ve all seen the headlines, heard the hype, and maybe even felt a little panic creeping in. But here’s the thing: amidst all the noise, there are real, practical insights that can help your dealership not just survive—but thrive—in this evolving landscape.

Dave brings his signature mix of data-driven insights, relatable stories, and no-nonsense advice to break down how dealerships might unknowingly be overspending on ads, where the real opportunities in SEO lie, and why the human touch still matters in an AI-powered world.

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This Episode's Sponsor

FlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.

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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.)

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?

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.

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This Episode's Sponsor

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! 

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In this episode my guest is Paul de Vries—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. 

Now let me ask you: 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.

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.

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This Episode's Sponsor

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.

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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.

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This Episode's Sponsor

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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! 

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