In this episode of the Used Car Dealer Podcast, Zach sits down with Aaron Kleinhandler, CEO of Better Car People, to discuss how AI-powered technology and live agents are transforming dealership engagement.

Aaron shares lessons from his private-equity journey leading Spectrio, insights from scaling Better Car People through acquisitions like Proactive Dealer Solutions, and his philosophy on balancing automation with human touch in the BDC.

The conversation covers omnichannel customer expectations, loyalty challenges, dealership adoption hurdles, and what the future of AI-driven customer experience looks like in automotive retail.

Whether you’re wrestling with reconditioning times, service retention, or scaling lead response, Aaron’s perspective offers practical takeaways for independent and franchise dealers alike.

⏱️ Key Questions & Timestamps

00:35 – What lessons from leading Spectrio through multiple acquisitions shaped how you now lead Better Car People?
 05:27 – When you took the CEO role at Better Car People, what vision did you have, and what has surprised you about automotive?
 07:43 – How do you balance AI automation with human interaction to maintain personalization while scaling responsiveness?
 09:50 – Since acquiring Proactive Dealer Solutions in 2024, how have you expanded Better Car People’s capabilities and value for dealerships?
 13:10 – What does onboarding look like for Brooke.ai and other AI tools—how do you get from “B+” to “A+” performance?
 17:44 – How do you see omnichannel, human-assist AI evolving for dealerships in the next few years?
 22:09 – With reconditioning, service retention, and inventory challenges, how is Better Car People supporting dealers with loyalty and follow-ups?
 25:09 – What can you share about the upcoming new product release from Better Car People?
 26:55 – How do you see dealership customer experience changing over the next 3–5 years, and what role will AI play?

Rapid Fire (29:36):

• What excites you most about your work at Better Car People today?
• One tech tool you can’t run your business without?
• In one word, what’s the biggest opportunity for dealers today?
  
  

🎧 Listen to more episodes: sellyautomotive.com/podcast

📄 Read the full transcription: 🎙️ UCDP #78 – AI, Human Touch & Dealer Loyalty w/ Aaron Kleinhandler of Better Car People

In this episode of the Used Car Dealer Podcast, Zach Klempf is joined by Ross Tinkham, Go-To-Market Leader at Podium, and Alex Lawrence, CEO of EV Auto, a leading EV-only independent dealership and Podium customer.

Fresh off the buzz of post-NIADA conversations around AI, Zach explores how artificial intelligence is transforming communication, sales, and service in the independent dealer space. Ross shares how Podium’s AI-driven BDC solutions are enhancing lead engagement and operational efficiency, while Alex gives a boots-on-the-ground perspective from running a fast-growing used EV dealership—and how his team uses AI to handle everything from acquisition to service.

Whether you're skeptical about AI or looking to take your dealership to the next level, this episode dives deep into the future of customer engagement, digital retail, and EV-specific dealership strategy.

For More about Podium Visit - https://www.podium.com/industry/used-auto?utm_medium=third_party_-_podcast&utm_source=used_car_dealer_podcast&utm_campaign=25q3-noram-car_dealership-third_party_media-ucdp_w/_alex_lawrence-july&utm_term=prospecting&SCID=701UL00000PfzM6YAJ 

🕒 Timestamps & Topics

00:00 – Intro: AI buzz after NIADA & Guest Intros
 00:58 – Q: Ross, what’s your journey into auto tech, and what’s your role at Podium?
 01:45 – Q: Alex, what inspired your journey from academia to founding a used EV dealership?
 03:26 – Q: How did EV Auto and Podium start working together? What need did it solve?
 05:06 – Q: Alex, what are the main ways Podium supports your dealership’s sales and ops?
 06:59 – Q: Ross, how does Podium’s AI BDC integrate with a dealer’s CRM and comms stack?
 08:46 – Q: Alex, what workflow changes did you make when implementing AI at EV Auto?
 12:48 – Q: Ross, how does Podium’s AI keep communication human and personalized?
 14:10 – Q: What consumer expectations has AI helped dealerships meet in the digital retail era?
 15:42 – Q: Alex, why don’t you use DR tools—and how do EV buyers differ from traditional customers?
 18:08 – Q: What are the biggest challenges you faced launching a used EV-only dealership?
 20:47 – Q: Ross, what new Podium innovations are coming, especially for service departments?
 22:55 – Q: Alex, what’s next for EV Auto in 2025? Any new locations or offerings?
 24:20 – Q: What’s different about servicing EVs compared to traditional vehicles?
 26:48 – Q: How do you both envision AI transforming auto retail in the next few years?

Rapid Fire Round
 31:39 – Q: Favorite EV model currently on the market?
 33:02 – Q: One word or phrase to describe the future of automotive retail?
 34:03 – Q: Most exciting tech trend you're following right now?

🎧 Listen to more episodes: sellyautomotive.com/podcast
📄 Read the full transcription: blog.sellyautomotive.com/blog/podium-evauto-ai-ev-innovation

In this episode of the Used Car Dealer Podcast, Zach Klempf welcomes back Jeff Martin, CEO of the National Independent Automobile Dealers Association (NIADA), to discuss the upcoming 2025 NIADA Convention, major changes in the used car market, and how independent dealers can thrive amid uncertainty.

Jeff shares what to expect at this year’s convention—from new “Dealer Rounds” networking sessions to a robust AI-focused education track—and why NIADA is doubling down on advocacy, education, and data as its core value pillars. The conversation also covers tariff concerns, the state of used car pricing and supply, and how regional EV adoption is shaping dealer strategy.

If you're wondering whether the convention is worth the trip or looking for insight on dealer priorities for 2025 and beyond, Jeff delivers actionable insights for independent dealers navigating today’s complex environment.

📍 Register for the 2025 NIADA Convention:
 👉 niada.com/convention

🕒 Timestamps & Topics

00:00 – Intro: NIADA 2025 Convention & Used Car Industry Shifts
 00:30 – Q: What are some major changes or new features at this year’s NIADA convention?
 01:42 – Q: Any standout speakers or education tracks for 2025?
 03:04 – Q: How are you thinking about engagement and dealer value at this year’s event?
 03:55 – Q: What would you say to independent dealers on the fence about attending?
 04:48 – Q: What’s driving high used car prices in 2025, and how are dealers adapting?
 05:54 – Q: Should independent dealers be concerned about tariffs and sourcing?
 06:49 – Q: Are independent dealers embracing EVs, or is there hesitation?
 07:51 – Q: What have you learned since becoming NIADA CEO, and what’s the current focus?
 10:29 – Q: What are your biggest priorities for the rest of 2025 and going into 2026?
 12:17 – Q: How is NIADA approaching digital transformation and training for dealers?
 13:18 – Q: Rapid Fire Round:
  • What’s an underrated opportunity for dealers in 2025?
  • What habit or resource shaped your leadership approach this year?
  • What excites you most about the future of the independent dealer community?

🎧 Listen to more episodes: sellyautomotive.com/podcast
📄 Read the full transcription: https://blog.sellyautomotive.com/blog/jeffmartin-niada-2025

In this episode of the Used Car Dealer Podcast, Zach talks with Kevin Roberts, Director of Economic & Market Intelligence at CarGurus, to decode today’s whiplash market—from March’s tariff shock to the spring surge in used-car supply. marries first-party shopper data with macro-economics, why dealers shifted from clearing aged units to stocking up, and what rising interest rates and affordability crunches mean for pricing strategy. The conversation digs into EV and hybrid demand curves, the pitfalls and upside of used-EV retailing, and the “COVID playbook” tactics dealers can dust off to stay nimble when policy and consumer sentiment swing week-to-week. Whether you’re wrestling with inventory turn, scouting low-price cars for budget-strapped buyers, or debating how tariffs will reshape new-versus-used dynamics, Kevin’s data-driven insights deliver a roadmap for 2025 and beyond.

Kevin’s data is based on the following CarGurus report - https://dealers.cargurus.com/drc/cargurus-intelligence-report-april-2025

Below are the main questions Zach asks Kevin, along with timestamps:

00:29 Q) Can you give a brief overview of your background, your role at CarGurus, and what a Director of Economic & Market Intelligence actually does?

02:11 Q) Over your career, how have you seen the auto industry’s use of data evolve?

03:55 Q) How does the market intelligence your team produces translate into concrete strategies for dealers?

05:04 Q) Used-vehicle inventory just hit a three-year high—what’s driving the rebound in supply?

07:52 Q) We’re seeing used-car prices rise; is that mostly buyers racing ahead of potential tariffs, or are other forces at play?

09:48 Q) Today, what dollar range truly counts as a “low-price” vehicle in the used market?

10:38 Q) Average days-on-market are trending down—what’s causing cars to sell faster?

12:10 Q) Right now, would you call it a seller’s market or is power shifting back toward buyers?

14:53 Q) What trends are you seeing in shopper interest for used EVs, and what factors matter most to those buyers?

16:57 Q) Beyond Tesla, how are non-Tesla EVs performing in the used market?

19:38 Q) From a dealer’s perspective, what are the biggest challenges in retailing used EVs today?

22:00 Q) Now that the early-April tariff rush has passed, what lingering impacts do you expect on new- and used-car pricing?

24:36 Q) What practical guidance is CarGurus giving dealers to navigate this volatility?

26:27 Q) Looking ahead, what key trends or potential market shifts should dealers watch through 2025?

28:34 Q) What’s your outlook for the used-car and EV segments as we move toward 2025 and beyond?

29:54 Q) Where can dealers find CarGurus’ latest intelligence reports?

Listen to more episodes here: https://www.sellyautomotive.com/podcast

Read the full transcription: https://blog.sellyautomotive.com/blog/kevin-roberts-cargurus-2025

In this episode of the Used Car Dealer Podcast, Zach talks with Tim Zierden, Chief Operating Officer at TradePending, to unpack how the company’s trade-in, payment, video, and retention tools are “making automotive simple” for more than 5,000 dealerships. Tim shares what drew him to the role after two decades at Cox Automotive, KAR Global, and Dealertrack, the biggest milestones powering TradePending’s recent expansion, and how real-time data helps dealers outpace tariff-driven price swings. The conversation also dives into AI-lite automation vs. personal video, the rise of CDPs, and the customer-life-cycle tactics that turn online shoppers into lifelong service customers. Whether you’re wrestling with affordability headwinds or hunting for higher-ROI digital retailing solutions, Tim’s insights are a must-listen.

Below are the main questions Zach asks Tim, along with timestamps:

00:37 Q) What pulled you toward TradePending after two decades in auto-tech?
02:52 Q) Beyond the recent acquisitions, which milestone mattered most for the company’s growth?
04:01 Q) How does your “make automotive simple” mantra guide product decisions?
05:21 Q) What’s the biggest thing dealers say TradePending improves for engagement and sales?
08:54 Q) How do you keep onboarding painless and support seamless for new clients?
10:59 Q) How is TradePending helping dealers navigate today’s tariff-driven price swings?
14:49 Q) Which emerging tech or consumer habits will reshape dealerships next?
17:19 Q) What fresh innovations are you rolling out to keep dealers competitive?
19:27 Q) What key factors should dealers weigh when choosing digital-retail and trade-in tools?

Listen to more episodes here: https://www.sellyautomotive.com/podcast
Read the full transcription: https://blog.sellyautomotive.com/blog/tim-trade-pending

In this episode of the Used Car Dealer Podcast, Zach talks with Mike Hanna, CEO of TrueSpot, an innovative company transforming fixed ops with real-time vehicle and key tracking technology. They discuss how TrueSpot’s solutions minimize wasted time, cut costs, and ultimately enhance the customer experience. From initial challenges and triumphs to upcoming features and the future of location intelligence, Mike offers valuable insights for dealers looking to modernize their service operations.

Below are the main questions Zach asks Mike, along with approximate timestamps:

Q) How did TrueSpot get started, and what was the main “aha” moment behind its creation?

Q) What were the biggest early challenges of bringing real-time location tech into dealerships?

Q) You also work outside automotive—how do other industries compare or differ from dealerships?

Q) What is Fixed Ops 360, and how does it improve day-to-day service operations?

Q) Can you share a real-world example of how TrueSpot impacts a dealership’s productivity or CSI?

Q) Aside from efficiency, how do you see customer experience evolving in fixed ops?

Q) Which upcoming features or innovations are you excited to bring to market in 2025?

Q) Does AI currently play a role in your software or operations?

Q) What’s the biggest leadership lesson you’ve learned while scaling a tech solution in auto retail?

Q) What advice would you give dealers looking to modernize their service departments with new technology?

Listen to more episodes here: https://www.sellyautomotive.com/podcast

Read the full transcription: https://blog.sellyautomotive.com/blog/truespot-mike-hanna

In this episode of the Used Car Dealer Podcast, Zach talks with John Traver, the founder of Traver Technologies and TraverConnect, to explore the evolution of the BDC concept. John shares insights on launching TraverConnect, transforming service-lane interactions into revenue opportunities, and balancing people with technology to deliver an exceptional customer experience. This conversation dives into leadership lessons, changing customer expectations, and the future impact of AI and automation on automotive BDC.

Automotive BDC & Fixed Operations

Q) Take us back to how you got in the auto industry and your origin story?
Q) So talk about the early days of BDC adoption and how that went—were dealers skeptical?
Q) So what were some of the biggest operational challenges as you scaled out your business?
Q) And how did the different services evolve that you offer at your company as technology and dealership operations got more complex?
Q) So what separates a top-performing dealership using your BDC service versus one that’s not as organized?
Q) How do you strike that balance between people, process, and technology?
Q) How have customer expectations in the service department changed over the last 10 years, and how should dealers adapt?
Q) What do you see as the biggest technology gaps today in fixed ops or BDCs?
Q) Any thoughts on AI and some of the automation coming to market right now?
Q) As we look to 2025 and dealers becoming more cost-conscious, where should they focus to drive the highest ROI?
Q) What are you most excited about in the next year for Traver Connect and the automotive space generally?

Listen to more episodes here: https://www.sellyautomotive.com/podcast
Read the full transcription: https://blog.sellyautomotive.com/blog/john-traver-2025

In this episode of the podcast, Zach sits down with Randy Kobat, President and CEO of Repair On Demand, a provider of innovative reconditioning solutions for dealerships. They discuss how reconditioning has become a critical factor in dealership success, the common inefficiencies that slow down the recon process, and how technology can help dealers cut turnaround time and maximize profitability. Randy shares lessons from his extensive background—leading brands like vAuto, Kelley Blue Book Instant Cash Offer, and HomeNet—along with key insights from his decade at Cox Automotive. They also touch on how EVs bring new challenges, such as battery diagnostics, and how a streamlined recon workflow can give dealers a competitive edge.

Below are the main questions Zach asks Randy, along with approximate timestamps:

Q) How did you get started in automotive tech, and what led you to your current role?
Q) From scaling vAuto and Kelley Blue Book Instant Cash Offer, what lessons stand out for dealers today?
Q) Why should dealers rethink how they manage their reconditioning process?
Q) Where do you see the biggest inefficiencies in dealership recon right now?
Q) How can dealers fix the communication breakdowns between sales, service, and third-party vendors?
Q) What are the main financial and operational benefits of a streamlined recon process?
Q) How does Repair On Demand help dealers eliminate recon inefficiencies?
Q) Which innovations in recon technology are most exciting to you?
Q) Any key takeaways from your time at Cox Automotive that you’ve brought to Repair On Demand?
Q) With EVs on the rise, what new recon challenges do dealerships face (like battery diagnostics)?
Q) What’s next for Repair On Demand in the coming 12 to 24 months?
Q) How can listeners reach out if they want to connect with you?

Listen to more episodes here: https://www.sellyautomotive.com/podcast
Read the full transcription: https://blog.sellyautomotive.com/blog/randy-kobat

In this episode of the Used Car Dealer Podcast, Zach talks with Mark Allen, President of AutoAp, a leading provider of recall management services for dealerships, fleets, and various automotive partners. They discuss how AutoAp’s technology resolves the frequent discrepancies in safety recall data, the complexities behind VIN checks, and why automated, timely recall information is crucial for protecting customers and avoiding costly liability. Mark shares how his extensive experience in the auto industry led him to join and eventually lead AutoAp, and he offers insights into how all players—dealers, OEMs, service providers, and government agencies—must work together to improve overall road safety.

Below are the main questions Zach asks Mark:

Q) Mark, how did you get started in the auto industry?
Q) Tell us about AutoAp and how you became its president.
Q) How many vehicle recalls occurred in the U.S. during 2024?
Q) Are current VIN-check sources enough, or what else should we know?
Q) What’s the solution to these recall challenges?
Q) How does AutoAp partner with different companies across the automotive ecosystem?
Q) Which services does AutoAp offer, and can you share a key client example?
Q) Anything else you’d like to add to wrap up the discussion?
Q) How can companies contact you and learn about your upcoming events?

📌 Listen to more episodes here:  https://www.sellyautomotive.com/podcast
📜 Read the full transcription: https://blog.sellyautomotive.com/blog/recall-accuracy-mark-allen

In this episode of the Used Car Dealer Podcast, Zach engages in an insightful conversation with Ryan Maher, CEO of BizzyCar. They discuss the broken recall management system, how BizzyCar’s AI-powered platform is transforming the process for OEMs, dealers, and consumers, and what this means for safety and compliance. 

Some of the questions asked were:

Q) Ryan, can you share your journey in the auto industry and what inspired you to focus on recall management with BizzyCar?
Q) With 21 million recalls already this year, what are the biggest challenges in addressing recalls efficiently?
Q) BizzyCar recently raised $15 million. What changes can we expect in the next 6 months?
Q) What do you think of the trend toward mobile service, and how does it affect customer relations?
Q) How does BizzyCar’s AI streamline the recall process for OEMs, dealers, and consumers?
Q) What common mistakes do dealerships make with recalls, and how does BizzyCar help avoid them?
Q) How does BizzyCar support compliance and transparency for OEMs?
Q) How easily can dealerships integrate BizzyCar into their current operations?
Q) Can you share a success story where BizzyCar improved recall rates or boosted service opportunities?
Q) What role will AI play in recall management, and what’s next for BizzyCar in 2025?
Q) What advice would you give dealers to stay proactive and effective in recall management?

📌 Listen to more episodes here: Selly Automotive Podcast
📜 Read the full transcription: https://blog.sellyautomotive.com/blog/ryan-bizzycar-2024