Dealer Talk With Jen Suzuki

The Math Behind Service Department Capacity Mar 23, 2026

If every day in the service lane feels chaotic, the problem might not be effort, it might be capacity.

In this episode of Dealer Talk with Jen Suzuki, I break down one of the most overlooked concepts in fixed ops: shop capacity.

When advisors promise pickup times without knowing how many labor hours the shop can realistically produce, stress builds fast. Technicians get buried, customers start calling, and CSI takes a hit.

In this episode we cover:

• What shop capacity really means • Why overbooking creates chaos in the shop • How unrealistic pickup promises hurt technicians and customers • How advisors can set expectations that build trust instead of pressure

The best advisors don't promise speed.

They promise accuracy, communication, and quality work done right.

Why Some Service Advisors Make More Money Than Others - Gross Per RO Explained Mar 23, 2026

If you're exhausted at the end of the day but your paycheck doesn't reflect the effort, this episode explains exactly why.

In this episode of Dealer Talk with Jen Suzuki, I'm kicking off a brand new service department performance series focused on helping service advisors and fixed ops leaders understand the metrics that actually drive income.

Today we're digging into one of the most important numbers in the service lane:

Gross Profit Per Repair Order

Many advisors judge their day by how busy they were, how many cars they wrote, how fast the line moved, or how chaotic the desk became.

But busy does not always mean profitable.

Two advisors can see the exact same vehicles in the same day and produce dramatically different results simply because of how they approach the opportunity in front of them.

In this episode, I break down:

• What gross per RO actually means and why it matters • Why being "busy" can sometimes hide lost income opportunities • The mindset shift from order taker to consultant • How small maintenance services can stack into serious profitability • Why assuming customers won't buy is one of the biggest mistakes advisors make • How rushing through MPIs and conversations creates hidden profit leaks

Most importantly, we talk about the shift service advisors must make:

Stop asking "How fast can I move this car?" Start asking "How complete can I be?"

Because the opportunity isn't something you have to chase.

The customer already drove it into your service lane.

If you're a service advisor, service manager, or fixed ops leader who wants your team to increase profitability while improving the customer experience, this episode is a powerful place to start.

🔥Check out our sponsors!🔥

CallRevu is the leading automotive communications intelligence platform, giving you elevated insights and vision into your services, sales and brand management all in one place.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

You're Paying for the Calls, Here's a GSM Blueprint Using CallRevu to Turn Them Into ROI Mar 17, 2026

Managers… this one is for you.

I sat down with Jimmy Vargas, GSM at Paradise Chevrolet and this isn't just a conversation… this is someone I'm actively in the trenches with right now.

I'm working directly with Jimmy and his sales team on their phone process, listening to calls together, coaching in real time, and using the tools inside CallRevu to actually develop his people.

And that's the difference.

He's not just pulling reports. He's not just tracking calls.

He's investing in his team.

Jimmy is setting the bar, giving his team a modern, relevant process to win on the phones, and then backing it up with real accountability using the data.

One of the most powerful things he's doing right now?

He's using CallRevu's keyword alert feature to instantly flag calls when something doesn't go the way the customer expected.

So instead of finding out a day later… or never…

He and his managers are notified immediately.

That means they can jump in, coach the situation, follow up fast and in many cases, save the deal.

We're reviewing recorded calls. We're tightening conversations. We're making sure nothing slips through the cracks.

Because when you actually listen… you find everything.

This episode breaks down his blueprint. It's simple, doable, and built for real dealership life.

If you want more appointments, stronger performance, and a real return on the calls you're already paying for…

This is where it starts.

🔥Check out our sponsors!🔥

CallRevu is the leading automotive communications intelligence platform, giving you elevated insights and vision into your services, sales and brand management all in one place.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

AI Is Reinventing Dealership Commercials (With a Two-Time Emmy Award-Winning Director) Mar 17, 2026

Dealership advertising is entering a completely new era and AI is at the center of it.

In this episode of Dealer Talk with Jen Suzuki, Jen sits down with Jarett Bellucci, a two-time Emmy Award-winning director and filmmaker and the founder of Bellucci Productions. Jarett has created commercial work for major brands like Cadillac, BMW, and Forbes, and now he's helping businesses, including car dealerships, leverage AI to produce cinematic-quality commercials without the massive production budgets.

Together they break down how AI is changing the way commercials are created, why storytelling matters more than ever in automotive advertising, and how dealerships can stand out in a sea of look-alike ads.

Jarett explains how AI tools are unlocking creativity, allowing brands to build characters, craft stories, and produce visually stunning content faster and more affordably than ever before. But the real advantage isn't just the technology. It's the message behind it.

If you want your dealership marketing to stop blending in and start connecting emotionally with buyers, this conversation will open your eyes to what's possible.

This episode covers:

• Why most dealership commercials fail to connect • How AI is lowering production costs while raising creative potential • The power of storytelling in automotive advertising • How dealers can build monthly "drip branding" campaigns • Why the future of AI advertising still depends on human creativity

AI may be the toolbut the idea and the story are still what wins!

Bellucciproductions.com

🔥Check out our sponsors!🔥

CallRevu is the leading automotive communications intelligence platform, giving you elevated insights and vision into your services, sales and brand management all in one place.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Personalization on That Next Level! AI Images in Sales Follow-Up Mar 11, 2026

There's a lot of communication flying out of dealerships every single day and text messaging is often the fastest way to reach a customer. But if your messages look like everyone else's, they're going to be treated like everyone else's.

"Just checking in" and "any questions?" isn't follow-up… it's noise.

In this episode, Jen shares a creative tactic she's been using in her own follow-ups that's getting responses and turning heads! AI-generated images built directly from CRM notes and customer conversations.

Instead of sending another plain text, Jen shows how you can create a visual message that proves you were paying attention. The customer's name, the vehicle they liked, details about their family, their interests, even a little humor, all layered into a custom image that feels personal and memorable.

It's not about fancy graphics. It's about showing customers that you remember them and care about their situation.

Jen explains how she started using these AI images in her own outreach, how the responses led her to start teaching the technique in her sales classes, and how teams are now using it as a fun internal contest to drive replies from customers.

If your follow-up messages are getting ignored, the problem might not be the message, it might be the format.

This episode will show you how to change that!

🔥Check out our sponsors!🔥

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

"The Technician Is the Revenue Engine", says Joe Minns, Corporate Fixed Op's Director. Hear Why Service Leaders Must Protect Their Time. with Mar 11, 2026

Flat rate has been debated for decades in service departments, but what if the real issue isn't the pay structure at all?

In this episode of Dealer Talk with Jen Suzuki, I sit down with Joe Minns, Corporate Fixed Ops Director at Dennis & Co Auto Group, who brings 34 years of real dealership experience to the conversation.

Joe has seen just about everything in service operations, from dirt-floor shops to high-tech 80-bay service departments. Today he oversees fixed operations for Dennis & Co's growing network of dealerships, and he shares one powerful perspective that many leaders overlook:

Flat rate doesn't fail… culture does.

We dive deep into the real reasons technicians struggle to flag hours and why so many service departments unintentionally waste the most valuable resource they have, technician time.

Joe breaks down the operational leaks that quietly drain productivity, the cultural shifts required to protect technician efficiency, and why leaders must rethink how dispatch, advisors, and managers support the shop.

We also talk about:

• Why technicians are the true revenue engine of fixed operations • How small moments of lost technician time cost dealerships thousands • Why many service departments unknowingly rig the system against their own techs • The leadership shift required to fix flat rate culture • How service advisors, dispatchers, and managers must align to protect technician productivity • Why career pathing is critical to solving the technician shortage

If you're a service director, fixed ops leader, or dealership executive trying to improve technician retention, shop productivity, and labor performance, this conversation is packed with practical insight.

Because at the end of the day, great service leaders don't just manage the shop, they protect the people who power it.

🔥Check out our sponsors!🔥

CallRevu is the leading automotive communications intelligence platform, giving you elevated insights and vision into your services, sales and brand management all in one place.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Leaders Go First: Teaching AI Inside the Dealership Mar 05, 2026

AI isn't something managers can delegate. It's something they have to demonstrate.

In this episode, Jen talks about one of the biggest leadership shifts happening inside dealerships right now: leaders becoming the model of how to use AI, not just the ones telling everyone else to use it.

Your team isn't going to adopt tools because of a memo or a mandate. They adopt them because they see their leader using them in real life, in meetings, during problem-solving, when building customer messaging, or when creating new sales ideas.

Jen shares how managers can introduce tools like ChatGPT, Claude, Gemini, Grok and others inside regular team meetings so people learn naturally instead of feeling forced. When leaders use AI openly, asking questions, testing ideas, building scripts... it shows the team how to think differently and stay relevant in a fast-changing industry.

The message is simple: People don't follow mandates. They follow models.

If you want your team to evolve, they have to watch you do it first!

🔥Check out our sponsors!🔥

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

The Most Underrated Follow-Up in the Dealership: 20 Seconds of Video Mar 02, 2026

20 seconds.

That's all it takes to separate average dealerships from memorable ones.

Customers don't remember your CRM. They don't remember your process map. They remember effort.

In this episode of Dealer Talk with Jen Suzuki, Jen breaks down why short, 20-second personalized videos are one of the most powerful follow-up tools in modern dealerships — in both sales and service.

Not five minutes. Not perfect lighting. Not corporate scripts.

Just 20 seconds of clarity that says: "I was thinking about you."

Jen explains how replacing traditional texts and voicemails with quick, candid videos builds obligation, increases engagement, and showcases your humanity. She shares simple scripts, real-world examples, and ways managers can turn this into a fun, competitive in-store activity.

You'll learn: • Why video follow-up increases memorability • How to structure a powerful 20-second message • What to say when confirming appointments • How to stand apart from competitors instantly • How to coach your team to execute without overthinking

Perfection isn't the goal. Presence is.

Because 20 seconds today beats zero seconds tomorrow, every single time.

🔥Check out our sponsors!🔥

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

How to Teach a New Technique to Your Team and See Immediate Execution Feb 26, 2026

Great ideas don't fail in dealerships because they're bad. They fail because no one installs the behavior fast enough.

In this episode of Dealer Talk with Jen Suzuki, Jen breaks down a simple, high-energy methodology to help leaders stop "motivating" and start installing execution inside their stores.

Most dealerships don't have a training problem — they have an execution problem. Processes get rolled out. Energy fades. Thirty days later, nothing sticks.

Jen shares her proven meeting framework — used at NADA Academy and in high-performing stores — to compress action, build accountability, and make learning fun and sustainable.

You'll learn how to: • Pick one behavior and install it fast • Teach a technique in under 20 seconds • Use real examples to drive discussion • Create immediate execution through activity • Run contests that build visibility and accountability • Shortlist, vote, and let the team own the win

This is about turning meetings into movement. Not speeches. Not theater. Behavior change.

If you're a GM, GSM, Fixed Ops Director, Sales Manager, or Service Manager who's tired of initiatives fading out — this episode gives you a repeatable structure to make things stick.

Momentum doesn't come from motivation. It comes from movement.

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

The First 5 Minutes That Control Your Customers Entire Service Visit Feb 22, 2026

The first five minutes of a service visit can make or break everything that follows.

In this episode of Dealer Talk with Jen Suzuki, Jen dives into one of the most overlooked yet powerful moments in fixed ops: the service check-in. This isn't about speed. It's not about numbers. It's not even about selling. It's about trust.

Jen calls the check-in one of the two sacred moments in every service visit and if you miss it, nothing else matters. From reviving the dying walkaround to turning rushed transactions into relationship opportunities, she shares real-world principles advisors and managers can immediately apply to boost MPI approvals, retention, and long-term revenue.

You'll learn how to: • Turn the walkaround into "walk-in education" • Build trust before the inspection ever begins • Use simple human connection to reduce defensiveness later • Create operational impact by improving the first five minutes • Coach presence, tone, and professionalism — not just process

When customers feel educated early, they're less defensive later. And when they trust you? They buy. They return. They ask for you.

This episode is a must-listen for Service Advisors, Service Managers, Fixed Ops Directors, and GMs who want to boost service revenue without pushing harder, just caring smarter.

🔥Check out our sponsors!🔥

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

ELR Isn't Accounting, It's Leadership! Feb 18, 2026

If your service managers and advisors can't explain Effective Labor Rate in one sentence, money is leaking out of your shop every single day.

In this episode of Dealer Talk with Jen Suzuki, Jen breaks down the most misunderstood yet most powerful performance metric in the service department: ELR (Effective Labor Rate). While advisors often track CSI, gross, and hours per RO, ELR quietly tells the real story of how the shop is performing, how advisors get paid, and how profitable the operation truly is.

Jen simplifies what ELR actually is (and what it's not), why it matters more than the posted labor rate, and how everyday advisor behaviors like discounting, incomplete presentations, weak explanations, and missed opportunities directly drag it down.

This episode connects the dots between ELR and advisor income, shop absorption, and leadership discipline. Jen also outlines practical coaching strategies for service managers, including daily visibility, advisor-level tracking, role-play, discount accountability, and how to celebrate ELR wins so strong behaviors get repeated.

ELR isn't a scary accounting term. It's a performance mirror. If you understand it, you can influence it. If you can influence it, you can control profitability.

🔥Check out our sponsors!🔥

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Staying Relevant with Dealer/GM Fred Emich | AI, Texting, and the Phone Call Debate: What Still Wins in 2026 Feb 16, 2026

This one was different, we recorded an in-person (we are both within minutes of each other in CO!) episode in a studio (yes, the kind rappers use 😄) with a dealer/general manager from a 100+ year family dealership story that started back in 1922.

Meet Fred Emich from https://www.emichauto.com/

We get into what most leaders don't talk about: the daily pressure to stay relevant, how to keep people invested across multiple rooftops, and why the service department deserves way more leadership attention than it usually gets.

Then we go deep on tech adoption, how to vet new tools, why "shiny object" purchases fail, and the non-negotiable rule: if your team won't use it day-to-day, don't buy it.

We also tackle the big debate: "customers don't want calls anymore." Spoiler: they don't want robocalls… but they do want real explanations when it matters, especially in service.

If you're trying to modernize your dealership without sacrificing the human connection that built your reputation, this episode is a roadmap.

🔥Check out our sponsors!🔥

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Why the Service Walk-Around Is Dying and How to Bring It Back Feb 03, 2026

There are two sacred moments in every service visit and if you miss them, nothing else matters.

In this episode of Dealer Talk, Jen Suzuki breaks down the most overlooked, most powerful moment in the service lane: the check-in.

This isn't about speed. It's not about scripts, numbers, or reports. And it's definitely not about rushing customers through like a transaction.

Jen shares what she's seeing on dealership drives across the country: walk-arounds disappearing, advisors glued to iPads, low energy, rushed tones and customers quietly losing trust.

You'll learn why the check-in is where trust is either built or broken, how a proper walk-around isn't an upsell but an education, and why customer involvement early makes approvals easier later. From eye contact and body language to flashlight moments under the hood, this episode dives into the small, human details that drive retention, loyalty and long-term relationships.

If you're a service advisor or manager who wants better inspections, smoother MPI conversations, stronger surveys, and customers who come back asking for you, this episode is required listening.

Because when customers feel seen and heard, everything else gets easier.

AI Isn't the Hero, Here's the Service Model That Works for Advisors Feb 01, 2026

AI isn't here to replace service advisors, it's here to protect what they do best.

In this episode of Dealer Talk with Jen Suzuki, Jen speaks directly to service leaders navigating the overwhelming wave of new AI tools flooding the automotive space. While the industry is being told to move faster, adopt more, and automate everything, Jen challenges leaders to slow down and ask a more important question:

Is this technology protecting human connection or eroding it?

Service advisors sit at the center of the customer experience, yet their role has been stretched beyond sustainable human limits. Between check-ins, walk-arounds, technician communication, approvals, loaners, follow-ups, explanations, CSI pressure, and emotional labor, advisors are maxed out and piling on more systems isn't innovation. It's overload.

Jen shares real-world observations from working in service departments over the past year, including her experience building AI to assist with one very specific task: MPI approval calls. What became clear is that when advisors are freed from repetitive, draining work, approvals move faster, technicians wait less, shops flow better, and advisors can be present where they matter most with customers.

This episode reframes AI's role in service: not as the hero, but as the quiet support system working in the background so advisors can lead with trust, clarity, and confidence.

Because the future of service isn't human or AI, it's human + AI, used wisely.

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

What Actually Works in BDC | AI Best Practices From #2 Kia Store BDC Director Jan 28, 2026

In this episode of Dealer Talk with Jen Suzuki, I sit down with Jessica Colan, who leads one of the biggest BDC departments in the country and works in the #2 Kia store in the nation. I've known Jessica for more than a decade and trained her team for years and what makes her different is simple: she doesn't chase shiny toolsshe tests them against real processes until they perform.

We talk about what's actually working with AI inside a high-performing dealership BDC—specifically how Jessica has used Matador AI hands-on for the last two years to revive stagnant leads, re-engage "ghosted" customers and target low-hanging fruit without wasting human time on dead ends.

Jessica breaks down her "sacred" strategies:

Building custom workflows and sequences by lead source (Trader, Sam's Club, etc.)
Training the AI to sound like your store—not generic dealership spam
Setting up human alerts so the team tags in fast when AI hits a boundary
Running CSV-based campaigns (loyalty, lease maturity, unsold visits) with the right staffing so replies don't overwhelm the team
Using AI-driven engagement to turn "closed" opportunities into open, actionable leads—and pushing hot conversations into the CRM for history
Pairing engagement with quick, targeted video from product specialists (30–40 seconds, not a full walkaround) once the customer shows real intent

This is a real-world look at the truth most dealers are learning the hard way: AI tools don't work without a human behind them. You have to train it, guide it, and integrate it into your process because the goal isn't to automate relationships…it's to protect them.

If you're a GM, BDC director, sales leader, or operator trying to revive leads and stop wasting time, you'll want to hear exactly how a top Kia store is using AI to create speed, engagement, and competitive advantage.

🔥Check out our sponsors!🔥

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Rey: Learn This DMS AI Assistant Dealers Have Been Waiting For! Jan 27, 2026

This episode is all about the kind of AI dealers actually need not another shiny chatbot, but a real assistant built inside the DMS and grounded in real dealership data, real workflows, and real accountability.

I'm joined by AJ McGowan, VP of Research & Development at Reynolds and Reynolds and co-founder of AutoVision, to talk about Reynolds' newest reveal: Rey, a tailored AI assistant integrated directly into the Reynolds ecosystem.

We get super practical on how leaders, managers, and frontline teams could use Ray day-to-day:

Service teams asking real-time status questions without leaving the bay
Used car managers making smarter auction decisions by cross-referencing market intelligence with store performance
Multi-store operators pulling up-to-the-second answers mid-meeting (instead of printing reports that are outdated the next morning)
Teams using Ray to learn Reynolds tools, message each other, and even connect with Reynolds support with context already included

Bottom line: the dealer's job isn't to use software, it's to take care of customers. Rey is designed to remove friction, reduce report-chasing, and help dealerships make faster, more confident decisions using the data they already own.

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Revive Dead Leads with Kerri Wise, Lotlinx + $148k Giveaway 😲 Coming Up Next Week! Jan 27, 2026

In this episode of Dealer Talk with Jen Suzuki, I sit down with Kerri Wise, Chief Marketing Officer at LotLinx, to unpack one of the biggest problems I've seen after decades of training sales teams: wasted time chasing the wrong leads while real opportunities sit right under our noses.

Kerri brings a rare perspective, deep automotive experience from brands like TrueCar and Edmunds, paired with a clear understanding of how AI and machine learning can actually support dealership operations, not complicate them.

We dive into LotLinx's newest product, Revive, launching at the NADA Show, which helps dealers reclaim "closed-lost" leads that sales teams have already moved on from but shoppers haven't. The data may surprise you: nearly 20% of those leads return to the dealership website within 45 days, often unnoticed.

This conversation covers:

Why most follow-up strategies waste salesperson time
How AI identifies high-intent shoppers the moment they re-engage
The difference between top-of-funnel noise and bottom-of-funnel gold
Why AI adoption fails without human execution
How dealerships can give their teams time, focus, and humanity back

We also talk about what LotLinx is unveiling at NADA—including one of the biggest giveaways the automotive industry has ever seen. A $148,000 prize and let's just say Jetson 1, aerial vehicle that for anyone else is a 2 year waitlist!

If you're a dealer, GM, sales leader, or operator thinking seriously about efficiency, AI, and profitability in a tightening market—this episode is a must-listen.

🔥🔥

Lotlinx is heading to NADA with its biggest giveaway yet! Visit Lotlinx at Booth #2743WStop by for a demo and receive a $75 gift card plus a chance to win a Jetson ONE personal eVTOL aircraft valued at $148,000. Double Your Chances to WinPre-schedule a demo with the Lotlinx team before the event to earn an additional entry into the giveaway. Lotlinx LIVE at NADAJoin Lotlinx at the live stage for real conversations about the automotive industry. The team from Car Dealership Guy will be hosting their show live from the Lotlinx booth, along with interviews featuring automotive dealers and industry influencers. Win With Every VIN at NADA with Lotlinx.

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Questions Investors Ask That Dealers Should Be Asking Too with CEO, Keith Style from Presidio Group Jan 20, 2026

Today we're bringing a new angle to Dealer Talk with Jen Suzuki Podcast!

The capital side of dealer tech. I'm joined by Keith Style from Presidio, an automotive-focused investment advisory team that's been quietly shaping the next wave of dealership technology. Keith shares what Presidio looks for in early-stage AI and software companies, how they diligence founders (spoiler: customer calls are everything), and why "strategic capital" matters more than flashy valuations.

We break down the metrics that actually predict whether a tech company will last: recurring revenue, revenue growth, churn, runway, and even the Rule of 40 and why dealers should care.

We also talk about the real risk in early-stage AI (not everyone survives), the funding models dealers should demand, and why the best investors want dealers to be active partners with feedback loops, not passive checks. Then we zoom out into 2026: convenience-driven customer expectations, marketplaces, online buying behavior, and how this next wave of tech may finally drive productivity in dealerships without losing the customer experience.

If you're heading into NADA and trying to separate "AI noise" from real outcomes, this is your checklist!

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

The Silent Profit Leak Hiding on Every RO...Discounts. Let's STOP it Right Now! Jan 19, 2026

Every time a service advisor discounts too fast, something bigger than money is lost — credibility.

In this episode of Dealer Talk with Jen Suzuki, Jen tackles one of the most overlooked performance indicators in the service department: the discount line. After years of training advisors on the drive and working shoulder-to-shoulder with service teams, this is one of the first places she looks because it tells a story.

A story about confidence. A story about perceived value. A story about how the advisor, the technician, and the dealership are being positioned in the customer's mind.

This conversation isn't about being rigid or unsympathetic. It's about understanding that discounting is rarely about the customer, it's usually about discomfort. Discomfort with holding value. Discomfort with pushback. Discomfort with confidently saying, "This is what it costs, and here's why."

Jen breaks down why fast discounts quietly devalue the work, the technician, and the entire service operation and how strong advisors protect value without sacrificing trust. She also speaks directly to service managers and Fixed Ops leaders about why discounting is a leadership issue, not an advisor flaw, and how coaching, language, and support change behavior.

If you want to elevate advisor confidence, protect margin, and build trust that actually lasts, this episode is for you!

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Reynolds and Reynolds is a leading automotive DMS platform that helps dealerships run more efficient, connected, and customer-focused sales and service operations.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

ZukiTalk helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Behind the Voice AI Curtain: A CTO Explains What Dealers Should Actually Ask Jan 12, 2026

We've never had a CTO on Dealer Talk with Jen Suzuki! So we went full behind-the-scenes with Kelvin Pho, CTO & Co-Founder @ Mia Labs!

Kelvin pulls back the curtain on what's happening in AI tech right now. He shares his insights on what matters, what's hype, and what dealers should actually be asking before they buy another "AI tool." We talk real-world dealership problems like missed calls, after-hours coverage, messy data, and integrations across CDK, Reynolds, Tekion, Xtime, and more. Then we get into the stuff nobody explains: why "built on Azure" matters, how safety and content controls prevent AI from going rogue, and why "bank-level security" isn't just a buzzword. Kelvin also shares a dealer-friendly AI maturity test (latency, P90 latency, interruption/turn detection), plus the #1 misconception: AI doesn't arrive perfect, it's like hiring a new employee and it needs training. If you're heading into 2026 trying to modernize your communication stack without getting burned, this is your vetting checklist.

kelvin@mia.inc | www.mia.inc

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Smarter Inventory Decisions with LotGPT Explained by Lance Schafer Dec 22, 2025

Meet Lot GPT: Dealer AI, Done Right

Ever wonder what happens when automotive tech veterans build an AI just for dealers? Meet Lance Schafer, GM of Product and Tech at Lotlinx and the brains behind Lot GPT.

This isn't your everyday chatbot. Lot GPT analyzes inventory, predicts which cars will sell and when, optimizes vehicle pages, and even drafts follow-up messages. All using 12 years of dealer data and insights from 28,000 dealerships.

The catch? It's invite-only for now. Why? Because Lotlinx is taking their time to deliver tools dealers actually want, test them with real users, and make sure every feature adds value before a broad release.

If you're serious about staying ahead in automotive AI, you need to get on the waitlist for Lot GPT.

Join the waitlist at lotlinks.com/lotgpt

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Built in the Dealership: The Real Story Behind MyKaarma with Ujj Nath,Co-Founder Dec 17, 2025

Ujj Nath, Co-Founder & CEO of MyKaarma walks us through the messy, glorious work of building dealer software. The late nights, the dealer-floor immersion, the hard lessons learned from Toyota's Genchi Genbutsu, and the relentless grind that turns a consulting gig into a product powering billions in payments. We dig into real dealer stories (Norm Reeves, Volkswagen, Mercedes), early product wins (text + call on one local number, mobile checkout), brutal setbacks, and how staying "in the trenches" shaped a product that dealers actually use. If you build training from being on the store floor, this episode will hit home: product decisions come from watching customers, asking better questions, and surviving the chaos!

Truly inspirational and exciting to hear how some of the dealerships greatest tools were born!

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

From Working at Enterprise to AI Pioneer: Nick Cossette on Revolutionizing Auto Sales & Service! Dec 16, 2025

Get inspired by Nick Cossette, co-founder and Head of Growth & Operations at Matador AI, as he shares his journey from working at Enterprise Rent-a-Car to creating one of automotive's leading AI tools. In this episode of Dealer Talk with Jen Suzuki, Nick reveals how Matador AI is revolutionizing dealership sales, BDC follow-ups, and customer engagement. From SMS automation to human-like AI conversations and now even voice AI, learn how Nick and his team are reshaping the way dealers connect with customers and drive results. This is a must-listen for anyone interested in the future of automotive technology, AI, and elevating dealership operations.

Get more info @ Matador.ai

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Managers Mini-Series: How Leaders Teach Objection Handling That Sticks— Episode 4 Dec 14, 2025

Part 4 of Jen Suzuki's 4-part mini-series gives managers a simple, repeatable structure for teaching one of the most stressful skills in sales: handling customer objections.

In this episode, Jen breaks down how to coach your team through pushback without pressure — using a calm, confident, 4-step framework: Acknowledge → Reframe → Offer → Close the Gap. You'll learn exactly how to teach the structure in minutes, demonstrate both strong and weak examples, and set up fast role-plays that build confidence instead of anxiety. Jen also shares practical ways to evaluate tone, body language, pacing, and delivery using quick checklists and 10-minute coaching drills. Plus, she reveals her favorite contest ideas to keep the skill top-of-mind and drive real behavior change.

This power session helps salespeople, BDC agents, service advisors, and anyone facing customer objections turn stressful moments into calm, controlled wins.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Managers Mini-Series: Explain Value Better by Coaching for Service Approvals— Episode 3 Dec 13, 2025

Part 3 of Jen Suzuki's 4-part manager mini-series goes deep into one of the most profitable coaching skills in the dealership: teaching teams how to gain more service approvals using her formula called Job–Risk–Reward (JRR).

Jen breaks down exactly how to train advisors, salespeople, and BDC agents to explain value simply, clearly, and with confidence — without scripts. You'll learn how to teach the formula in minutes, demonstrate it live, then drive real application with team exercises, role-play, and even spicy contests that make learning stick. From wipers and brake pads to leather seats and display screens, Jen shows you how this formula boosts trust, increases transparency, and gets customers saying yes more often.

This is your playbook for fast, high-impact coaching that drives approvals, customer loyalty, and profitability.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Managers Mini-Series: Lead Strong by Coaching Your Team to Dominate the First 3 Minutes— Episode 2 Dec 10, 2025

Part 2 of Jen Suzuki's 4-part mini-series for dealership leaders drills into the single most important window of any customer interaction — the first three minutes.

In this episode Jen teaches managers how to coach teams to win fast: a sharp greeting, purposeful value, and immediate engagement. Learn a compact, repeatable coaching routine (teach → demo → apply) with real scripts for calls, showroom greetings, and walk-ins, plus quick contests and pairing exercises to lock behavior in.

This episode is built for GMs, BDC leads, service managers and anyone who needs fast, high-impact coaching that translates to better appointments, higher show rates, and stronger customer loyalty.

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Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Managers Mini-Series: Level Up Daily with Fast Coaching for Dealership Managers — Episode 1 Dec 08, 2025

Part 1 of Jen Suzuki's 4-part mini-series for dealership leaders: a fast, repeatable coaching framework to level up your team one short session at a time.

In this episode Jen breaks down a 10–15 minute training format she uses in-store and at NADA Academy — how to open sharp, teach one skill in 60–90 seconds, demonstrate it under 3 minutes, then put reps into quick application with immediate feedback. No boring slides, no long lectures — just focused micro-coaching that builds skill, accountability, and energy.

Perfect for GMs, service managers, BDC leads and anyone who wants a simple daily rhythm to raise performance and keep teams engaged.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

How Elite Dealers Are Pulling Ahead: Bill Camastro on AI, People, and Performance! Dec 04, 2025

In this episode of Dealer Talk with Jen Suzuki, Jen sits down with Bill Camastro, dealer partner at Gold Coast Cadillac and Jersey, to explore the intersection of technology, AI, and human connection in modern dealerships.

Bill shares hard-earned lessons from growing up in the Bronx to running a top-rated Cadillac brand, and how he leverages AI—not to replace his team, but to make them 50% more effective.

From digital innovation to hands-on leadership, guest experience, and real-world strategies for scaling performance, this conversation is packed with actionable insights for dealers, executives, and service leaders ready to stay relevant, competitive, and human-first.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership

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How to Build a Team That Loves Working With You (Not For You) with Clint Pulver! Nov 25, 2025

What makes people stay… and what makes them walk out the door?

In this episode, Jen sits down with Clint Pulver — Emmy Award–winning speaker, author, and creator of the "Undercover Millennial" movement — for a raw, energy-packed conversation about leadership that actually inspires people to perform at their highest level.

Clint has interviewed over 10,000 employees across the country, gathering real, unfiltered feedback about what teams love, what they fear, and why they stay committed. And the patterns he reveals apply directly to every dealership, every department, every leader.

Together, Jen and Clint unpack:

The fastest way leaders unintentionally push good people out
How the best managers create "mentorship moments" that change everything
Why today's workforce craves connection, not supervision
How small leadership habits lead to massive culture shifts
The secret to motivating teams without pressure or burnout
Why recognition is the #1 performance accelerant
What dealerships can do this week to boost energy, trust, and accountability

This is a high-impact, unforgettable episode for anyone responsible for growing people — GMs, dealer principals, sales leaders, service directors, BDC managers, and anyone who wants a stronger, more motivated team.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Inside CDK's Data: What's Really Holding Service Departments Back With Kim Saylor! Nov 23, 2025

What's really happening inside dealership service departments? In this episode, Jen sits down with Kim Saylor, Senior Director of Fixed Ops Product Marketing at CDK Global, to break down the real shifts, disruptions, and opportunities shaping fixed ops today.

Kim brings big data, real research, and boots-on-the-ground insights from dealerships across the country — and she's not sugarcoating anything.

Together, Jen and Kim dive into:

Why customer trust is still the #1 weak link—and how the best service departments are fixing it
How AI scheduling and communication tools are actually performing in the real world
Where dealers are unintentionally losing service revenue
What high-performing service departments do differently every single day
The three action steps every leader can implement in the next 90 days
Why videos, mobile approvals, and dynamic pricing are changing the game
How advisors and technicians can evolve without losing the human touch that customers crave

This is a candid, high-value conversation for dealers, GMs, fixed ops directors, BDC leaders, and anyone serious about elevating service performance with better processes, better tech, and better human connection.

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Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Voice AI Is Exploding in Automotive: The New Era with Rich Sands, CEO of Stella Nov 18, 2025

Wake up — it's here. Conversational AI has officially arrived in automotive, and it's transforming dealership operations faster than anyone expected. In this episode, Jen sits down with one of the true OGs of voice AI, Rich Sands, CEO of Stella Automotive AI, to unpack what's really happening behind the scenes as dealerships adopt AI in service and sales.

https://stellaautomotive.com

Rich shares the evolution of Stella—from early hurdles to the all-new rebuilt platform—and opens up about the human side of AI: the integration challenges, the mistakes, the breakthroughs, and the massive shift in customer adoption. You'll hear real data on engagement, booking speed, and why some callers now prefer Stella over a human.

Jen and Rich break down:

Why voice AI is accelerating dealership operations on both the service and sales sides
How customer behavior toward AI has radically changed in just two years
What "the new Stella" actually means (zero latency, deep integrations, powerful customization)
The ROI dealers are seeing—and why AI is now outperforming humans in call handling and appointment booking
The must-do steps for dealers deploying voice AI (yes, the greeting matters more than you think)
How data, context, and personalization are creating a new wave of VIP-level customer experience

If you want real talk about scaling voice AI in a dealership—without the vendor pitch—this episode is your roadmap. It's tactical. It's honest. And it'll prepare you for the next big operational shift already hitting stores nationwide.

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Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Ep6 Internet Sales Series: Work Smarter, Not Harder! AI Strategies for Dealership Teams Nov 12, 2025

AI is no longer optional—it's a must-have tool for every salesperson, service advisor, and dealership professional. In this episode of Dealer Talk with Jen Suzuki, learn how to leverage AI to save time, boost efficiency, and personalize every customer interaction.

Jen walks you through:

The must-have AI tools for your phone and desktop
How to prompt AI effectively for emails, texts, objections, and follow-ups
Using AI for customized, value-driven communication with car buyers
Real examples of AI-generated emails, subject lines, and texts that get engagement
Tips for AI-assisted product knowledge, brand building, and objection handling

Stop spending hours on repetitive tasks—learn how AI can become your ultimate sales assistant.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

P4 AI Mini Series: Sales & Service are Leading the AI Shift Inside Dealerships — with Carla Ksonzek, Head of Sales at Matador AI Nov 05, 2025

AI is changing the way dealerships connect, communicate, and compete!

In Part 4 of our Matador AI mini-series, Jen sits down with Carla Ksonzek, Head of Sales at Matador AI, to talk about how top dealers are winning the long game through automation, culture, and leadership.

Carla breaks down what she calls the SMS-first world—where 90% of customers respond within minutes—and how dealers can use AI as an extension of their people, not a replacement. You'll hear how Matador scales without losing personal touch, the power of leadership buy-in, and why adoption beats innovation every time.

If you lead a sales or BDC team, this episode will help you build consistency, protect your people from burnout, and create an edge your competition can't match.

https://matador.ai/ | Carla Ksonzek 514-452-1347 | Carla@matador.ai

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Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

P3 AI Mini Series: From Demo to Daily Use: How to Make AI Actually Work Inside a Dealership — with Joshua Bagley, Head of After Sales at Matador AI Nov 05, 2025

We all love a shiny new tech demo—but what happens after the install?

In Part 3 of our AI mini-series with Matador AI, Jen sits down with Joshua Bagley, Head of After Sales, to talk about what really makes AI work inside a dealership.

Joshua breaks down the people side of implementation—why collaboration across departments, leadership buy-in, and consistent follow-up are the difference between success and failure. He also shares Matador AI's unique "client success pod" structure that keeps dealers supported, engaged, and achieving real results long after the onboarding call.

From onboarding to retention, Josh shows that AI's success depends on culture, not code—and why adoption beats innovation every time.

https://matador.ai/ | Joshua Bagley, | joshua@matador.ai

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P2 AI Mini Series: From GM to Dealer Advisory Board Member: How AI Is Changing the Way Dealerships Operate Nov 05, 2025

Not every day do you meet someone who's worked their way from the sales floor to the GM's office — and now sits on the advisory board for an AI company that's changing how dealerships leverage AI in operations.

In Part 2 of our AI mini-series with Matador AI, Jen sits down with Uli DeMartino, a seasoned operator turned advisor, to talk about how AI is being used inside real dealerships today—from improving follow-up consistency to bridging sales and service for a stronger customer experience.

Uli shares what he's learned turning around underperforming stores, what he looks for first when he walks into a struggling dealership, and how he's helping shape Matador AI into a dealer-first platform that augments people, not replaces them.

If you've ever wondered what AI looks like through the eyes of a real GM who's lived the grind, this one's a must-listen!

https://matador.ai/ | Uli DeMartino | uli.demartino@matador.ai

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P1 AI Mini Series: How to Collab with AI in Your Dealership with Kevin Esmezyan, Matador AI Nov 05, 2025

AI isn't here to replace humans—it's here to amplify them. In this first episode of our new mini-series with Matador AI, Jen sits down with Kevin Esmezyan, Head of Product at Matador AI, to explore how dealerships are using AI to eliminate repetitive tasks, reduce burnout, and empower their people to focus on what they do best—building relationships and delivering a remarkable guest experience.

From automating lead follow-ups to intelligently syncing with your CRM, Kevin explains how the right human + AI collaboration transforms workflow, increases productivity, and sets a new standard for efficiency in modern dealerships.

If you've been curious about how AI actually works in practice (not just in theory), this episode is your starting point.

https://matador.ai/ | Kevin Esmezyan, 514-793-1488 | Kevin@matador.ai

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships.

Ep5 Internet Sales Series: Stop Sending Boring Emails! Level Up Your Video Game! Nov 03, 2025

Emails alone won't cut it anymore. In this episode of Dealer Talk with Jen Suzuki, we dive into how to leverage video to boost responses, engage leads, and convert more sales.

Jen walks you through:

Using AI to craft tailored video scripts for introductions, follow-ups, and appointment confirmations.
The 4 "moments that matter" in every customer journey — from first contact to sold.
Be-back videos and loyalty follow-ups to reconnect with previous buyers.
Tips for thumbnails, intros, and video length that actually get watched.

Learn why video isn't just a trend — it's now a must-have in the dealership sales toolkit. Perfect for salespeople, BDC agents, and managers looking to boost engagement and close more deals.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Ep4 Internet Sales Series | Stop Being Transactional: Connect, Build Trust, Sell More Oct 29, 2025

Are you still saying, "What I'd like to do is get you down here…"? That old-school, transactional approach is dead. In this episode of Dealer Talk with Jen Suzuki, we explore the relational selling mindset — the strategy that builds trust, boosts confidence, and creates lifelong customers.

Jen walks you through:

The difference between transactional and relational selling
How to connect with customers, uncover what matters, and avoid rushing the sale
Using AI and smart word tracks to pivot conversations toward value, not just price
The 5 "checkboxes" to establish rapport, confidence, and trust before asking for an appointment
Real-world examples and exercises to shift your sales approach immediately

If you want to stop high-pressure selling and start building relationships that convert, this episode is your roadmap.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Ep3 Internet Sales Series | The 3-Step Framework to Convert Internet Leads Into Appointments Oct 27, 2025

So many people avoid calling internet leads — and it's not fear, it's lack of process. In this episode of Dealer Talk with Jen Suzuki, I break down my 3-step call framework that builds trust, uncovers what customers really want, and locks in appointments fast.

You'll learn:

How to lead with helper vibes instead of "sales vibes."
How to get into flex mode to understand their needs and preferences.
How to confidently set appointments and ask for commitment.

No scripts. No robotic pitches. Just human-to-human connection that converts.

Perfect for BDC agents, sales consultants, and dealership leaders who want to level up their call game.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Ep2 Internet Sales Series | Aggressive 72-Hour Internet Lead Follow-Up Strategy Oct 22, 2025

Unlock the secrets to mastering internet lead follow-up with Jen Suzuki! In this episode of Dealer Talk with Jen Suzuki, Jen dives deep into her aggressive, results-driven 72-hour follow-up cadence for internet leads. She shares proven strategies for phone calls, texts, voicemails, personalized videos, and AI-assisted messaging—designed to help dealerships convert more buyers, build trust, and stand out in a competitive market.

Whether you're a BDC rep, salesperson, or manager, Jen's insights will show you how to find the low-hanging fruit, engage customers with personalized content, and maximize your internet sales conversions. Tune in for actionable tips, real-world examples, and a few laughs along the way!

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Ep1 Internet Sales Series | Stop Sounding Basic! Level Up Your Phone Game with Jen Suzuki Oct 20, 2025

In this solo episode, Jen Suzuki kicks off her new Sales Series with the energy, insight, and strategy that'll transform your phone calls into conversions.

Jen breaks down her favorite real-world techniques that work for inbound, outbound, internet, and service calls — the same tactics she teaches top-performing dealership teams across the country.

You'll learn:

How to make an intro that hooks customers instantly
How to use loyalty recognition to build instant trust
How to sell the appointment before asking for it
Why energy, benefits, and connection beat old-school sales scripts every time
The "What are you doing right now?" technique that boosts same-day appointments

This episode is pure gold for salespeople, BDC agents, and managers who want to stand out on the phone and close more deals — without sounding robotic or desperate.

Tune in and get ready to level up your sales conversations!

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Leadership That Sells Cars: How Raul Gomila Took City Kia to #3 in the Nation Oct 16, 2025

Get ready to meet Raul Gomila, General Manager of City Kia of Greater Orlando, and one of the highest-performing dealership leaders in the nation!

Jen Suzuki dives deep into Raul's playbook on leadership, management, and dealership growth — and how he built a championship culture that sells +/- 500 cars a month.

Raul shares how he turned an average store into a national powerhouse through daily coaching, empowering managers, and creating a customer-centric, ethical, high-performance culture. From handling downturns to motivating teams, promoting talent, and expanding massive service operations, Raul reveals what it truly takes to lead a winning dealership.

If you're a GM, sales manager, or dealership operator, this episode will fire you up with real-world strategies, leadership inspiration, and practical systems that drive results — no excuses, just execution!

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Ep. 8 2.0 MPI Follow-Up Calls: Turning Conversations into Approvals Oct 13, 2025

In this episode of Dealer Talk with Jen Suzuki, I break down how to take everything from the previous service advisor lessons — warm greetings, Job-Risk-Reward (JRR), analogies, and MPI preparation — and execute a 2.0 follow-up call that drives approvals.

I'll cover:

How to personalize each call and start with a warm, human touch
Using good news first to relax customers before addressing needed work
Incorporating JRR and analogies to make repairs clear and relatable
Strategies for texts and follow-ups when customers don't pick up
Tracking approvals and keeping momentum for a seamless customer experience

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Ep. 7 Real MPIs, Real Practice, Real Results: Boost Approvals with Hands-On Training Oct 08, 2025

Learning concepts is only half the battle — the real skill comes from practice. In this episode of Dealer Talk with Jen Suzuki, I share an interactive activity from my live classes that helps service advisors take everything they've learned — from warm greetings to Job-Risk-Reward explanations and analogies — and put it into action using real MPIs.

I'll cover:

How to use MPIs, photos, and videos to plan conversations
Partnered role-play exercises to practice greetings, JRR, and analogies
Tips for managers to coach their teams during practice
Turning practice into confidence so live customer conversations feel effortless
A weekly challenge: pick two MPIs, create analogies, practice, get feedback, and level up your team

When advisors practice in a safe environment, their confidence rises, explanations become clear, and customer trust — and approvals — soar.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Ep. 6 Stop the Tech Talk: Why Analogies Win Service Approvals Oct 06, 2025

Specs, millimeters, torque, hydraulic pressure… customers check out FAST when advisors go "full tech mode." That's where analogies change the game.

In this episode of Dealer Talk with Jen Suzuki, I share one of my favorite techniques that helps customers understand repairs without feeling overwhelmed: turning technical jargon into relatable stories.

I'll cover:

Why customers decline work when they don't understand the language
How to use simple, everyday analogies (like crayons, sneakers, or coffee filters)
The power of humor and storytelling to reduce tension and win trust
How to practice analogies as a team for fun, memorable customer experiences
A weekly challenge: turn two MPI jobs into analogies and test them with your team

When you swap tech talk for real talk, customers nod, laugh, and approve more often. Analogies make the complex simple — and that's where credibility (and sales) live.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Ep. 5 The #1 Takeaway from My Service Classes: J-R-R Explained Oct 01, 2025

Most customers don't wake up excited to buy brake pads or a cabin filter. That's where YOU come in.

In this episode of Dealer Talk with Jen Suzuki, I reveal the secret weapon that service advisors across the country call their #1 takeaway from my classes: the J-R-R Formula (Job – Risk – Reward).

Here's what we cover:

How to explain any repair in plain English without jargon
Why "just listing repairs" kills approvals and trust
The easy 3-step J-R-R approach that makes recommendations stick
How to weave in humor + humanity to keep it real (and not salesy)
A weekly challenge to put J-R-R into practice on brakes, tires, filters, alignments, and more

This is Trust-Building 101. When you use J-R-R, you stop sounding transactional and start sounding relational. And that shift is what customers respect — and approve.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Ep 4 Why Unclear Expectations Kill CSI (and How to Fix It) Sep 29, 2025

You can be the friendliest advisor in the world, but if a customer thinks their car will be ready in two hours and it takes six… you're the bad guy.

In this episode of Dealer Talk with Jen Suzuki, we're diving into one of the biggest customer killers in the service lane: unclear expectations. With most dealerships using XTime, it's time to master the features that turn it from a "fancy calendar" into a credibility booster.

You'll learn how to:

Use XTime to set timelines, pickup windows, and updates that customers trust
Eliminate surprises (because surprises in service = stress)
Leverage transparency to build credibility and reduce complaints
Give customers an action plan and communication plan before they leave the counter
Flip complaints into compliments by following through on promises

Bottom line: clarity beats surprises. If you want to keep customers loyal and CSI scores high, you've got to be a professional expectation setter

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Reshaping Dealership Marketing: Social Media, Boosting, Branding, AI and Bots Sep 24, 2025

Social media and AI are no longer side projects for dealerships—they're the engines driving connection, branding, and sales growth. In this episode of Dealer Talk with Jen Suzuki, I sit down with John Spinoza and Julian Builis of Cruise Control, a team that's been transforming dealership marketing through smarter strategies, compliance safeguards, and AI-powered engagement.

We break down what every dealer, entrepreneur, and executive needs to know right now, including:

The future of personal vs. professional content (and why both matter)
How contests and shareable posts are outperforming traditional boosting
The compliance and copyright pitfalls that can cost dealers millions
The role of AI in capturing leads before they slip away
How to create emotional, scroll-stopping content that buyers trust

If you're ready to cut through the noise and actually make social + AI work for your dealership or business, this episode will show you how to put your marketing on Cruise Control.

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Ep. 3 Don't Sleep on the Walkaround: The Service Drive Trust Builder! Sep 22, 2025

Most advisors treat the walkaround like it's optional. It's not.

In this episode of Dealer Talk with Jen Suzuki, I'm breaking down why the walkaround is the most underused but most powerful tool you have to build trust, boost credibility, and set the tone for approvals.

You'll learn how to:

Turn a walkaround into a stage for connection, not just inspection
Slide in credibility without sounding salesy or pitchy
Use visuals and proof (tires, wipers, lights) to make recommendations stick
Add humor and humanity to ease tension and build rapport
Transition customers smoothly into business with confidence

If you've been skipping the walkaround, you're skipping income potential. Done right, it's not just about the car — it's about the relationship.

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Jay Vijayan, Founder & CEO of Tekion on Risk, Innovation, Disruption and Building the Future of Automotive Sep 17, 2025

In this episode of Dealer Talk with Jen Suzuki, we sit down with Jay Vijayan, visionary founder and CEO of Tekion, to explore his transformative journey from Tesla's CIO to creating one of the most disruptive companies in automotive retail.

Jay shares the bold leap of leaving a high-level role at Tesla to tackle decades-old dealership technology challenges, and how his purpose-driven vision sparked the creation of Tekion's cloud-native platform. From buying dealerships to build a "live lab," to navigating COVID with innovation that reshaped digital retailing, Jay takes us inside the risks, setbacks, and breakthroughs that fueled Tekion's rise.

We also dive into the importance of solving root problems—not surface-level fixes—how dealers and OEMs can collaborate to deliver seamless consumer experiences, and why AI, machine learning, and ecosystem partnerships are no longer optional but essential to the future of automotive.

If you've ever wondered what it takes to disrupt legacy systems, win over skeptics, and build a company that redefines an industry, this conversation will inspire you to think bigger and act bolder.

Tekion launched Tekion AI Agent for Service this year. You can learn more about it in this video.https://tekion.com/resources/tekion-ai-agents-service=

Also, here is a link to our testimonials page which includes some really great dealer customer accounts and stories. https://tekion.com/testimonials

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Ep. 2: Why Your Greeting Sets the Tone for Approvals (and Paychecks) Sep 15, 2025

First impressions are money in the service drive. In this episode of Dealer Talk with Jen Suzuki, we dig into the relational greeting — the difference between being just another transactional advisor and being the trusted pro customers return to again and again.

I'll walk you through how to:

Show up with the right energy (because customers feel it before you speak)
Use names, humor, and personal touches to build instant trust
Transition naturally from small talk to business without feeling "robo"
Make customers feel like people, not VIN numbers
Turn a check-in into the start of a relationship that drives approvals and loyalty

This isn't theory — it's what I see working every week in dealerships. If your service team can nail this, the rest of the process gets easier, approvals go up, and income potential climbs.

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Service Team Series Ep.1: The Secret to More Approvals Sep 08, 2025

This one's for the service team (but sales, you should listen too—because everybody's in sales).

In this kickoff to my new Service Team Series on Dealer Talk with Jen Suzuki, I break down the Service Cheat Code: how preparation before the customer even shows up changes everything.

From reviewing history and declined work to checking recalls, parts, and notes, I share the exact steps that turn rushed, transactional check-ins into confident, relational experiences that win trust and drive approvals.

These are the same hacks I train advisors on in dealerships every single week—practical, now, and proven to increase income potential. This episode is your game plan for better connections, smoother days, and higher CSI scores.

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Driving Relationships and Embracing Change: A Conversation with Ryan Rohrman, CEO Rohrman Automotive Group Sep 02, 2025

In this episode of Dealer Talk with Jen Suzuki, I've got Ryan Rohrman, CEO of Rohrman Automotive, to explore the intersection of legacy, leadership, and innovation in the automotive industry. Ryan shares how he honors the 60+ year foundation laid by his grandfather while steering a multi-dealership organization toward growth and relevance.

From creating memorable customer and employee experiences to embracing AI and technology without losing the human touch, Ryan discusses the principles that guide his team, including transparency, innovation, personal connection, and servant-mindedness. He also dives into the importance of change management, training, and gamification to keep employees engaged, reduce turnover, and foster a culture that's ready to adapt to new challenges.

Listeners will gain insights into:

Balancing legacy and modern leadership in family-owned dealerships
Building a culture of human-first customer experience (CX)
Integrating AI and automation while maintaining genuine human connections
Training, gamification, and strategies for reducing turnover
Preparing your team to embrace change and innovation

Whether you're a dealership leader, automotive professional, or someone interested in effective leadership and customer experience, this conversation with Ryan Rohrman offers actionable strategies to drive relationships and deliver awesome experiences—every single time.

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Mindset, Leadership & Bold Moves with Inder Dosanjh & Munish Mahajan Aug 26, 2025

In this episode of Dealer Talk, we dive deep into mindset, leadership, and making bold decisions in business. I'm thrilled to sit down with my long-time friend and client, Inder Dosanjh, whose journey from technician to owning 17 car dealerships is nothing short of inspiring. We also welcome Munish Mahajan, Inder's co-founder, CEO & President, who brings a tech-forward, transformative approach to dealership operations.

We talk about:

The mindset shifts that move you from "just a job" to building something bigger.
The challenges of scaling a dealership business while keeping your team motivated and empowered.
How data, AI, and smart processes can fill gaps in dealership operations.
The power of complementary skill sets in partnerships and leadership.
Real-life crossroads that define companies and leaders—and how to make bold decisions when the stakes are high.

Whether you're a dealership owner, GM, frontline manager, or part of a BDC team, this episode is packed with insights on growth, transformation, and taking action—even when it feels risky.

🎧 Listen now and hear how these two industry leaders connect the dots to create a game-changing blueprint for success.

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Management, Sales & BDC Secrets from the Big Leagues: Greg Iverson on Winning Sales Processes Aug 19, 2025

This week on Dealer Talk with Jen Suzuki, I'm joined by automotive veteran Greg Iverson—a BDC and marketing leader who has worked with some of the nation's top-performing dealerships, including the legendary Norm Reeves Honda and Car Pros Kia.

Greg brings 20+ years of experience in internet sales, BDC leadership, and sales training, including time learning under industry icon Tom Stuker. In this conversation, we dive into what separates the frontline reps who struggle from the ones who consistently crush their goals.

We cover:

How to build and work a sales plan that actually drives results.
The role of attitude, consistency, and intention in becoming a top performer.
Why hiring right and nurturing team success fuels retention.
The overlooked power of call coaching, TO processes, and phone guides.
How nationally ranked stores create environments of training, accountability, and fun that keep their teams sharp.

Greg shares real-deal strategies for BDC agents, internet managers, and sales leaders to level up and keep their stores competitive in today's market. Whether you're leading a team or working the phones, you'll walk away with actionable tactics to sharpen your edge and drive performance.

Check out our sponsors!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Rethinking the Ring: Why the Phone is Your Dealership's Greatest Untapped Revenue Source with CallRevu Aug 07, 2025

In this episode of Dealer Talk with Jen Suzuki, we dive into the overlooked powerhouse of the dealership tech stack: the phone. Jen is joined by Keri Cohen and Josh Desmond of CallRevu for a no-fluff conversation about turning every ring into real revenue.

Together, they unpack how top-performing dealerships are using phone intelligence—not just to monitor calls—but to increase revenue, improve customer experience, and align marketing, sales, and service like never before.

We get into the whole thing!

Why the phone is still the most valuable (and ignored) revenue channel
How call quality—not just quantity—impacts ROI and customer loyalty
Ways dealers are using voice data to optimize campaigns and messaging
Real examples of collaboration between marketing and the showroom
What a connected, revenue-driven tech stack should actually look like
How human coaching and accountability amplify what the tech delivers

If you're tired of missed opportunities, misaligned messaging, or mystery shopper reports that go nowhere—this episode gives you the intel, strategy, and next steps to finally rethink your phones and start driving results.

🎧 Tune in and find out what your dealership is missing in every ring!

Josh > joshdesmond@callrevu.com

Keri > kericohen@callrevu.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Step 9 & 10: From Handshake to Longtime Loyalty - Series on Showroom 10 Steps to Sale Aug 07, 2025

In this final episode of the 10 Steps to the Sale series, Jen brings the energy and strategy you need for Steps 9 and 10—Vehicle Delivery and Follow-Up & Referrals.

Learn how to turn a handoff into a celebration that gets shared on social (yes, you need a ring light 💡), why your follow-up should never feel like a one-night stand, and how to keep customers for life with real human connection, not canned CRM blasts.

You'll get tips on tech setup, delivery gifts (hint: videos), and how to ask for referrals in a way that actually works.

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Steps 7-8: Let's Talk Numbers & Bold Closes—Without Killing the Vibe - Series on Showroom 10 Steps to Sale Aug 05, 2025

In this episode of Dealer Talk with Jen Suzuki, we're diving into Steps 7 and 8 of the 10 Steps to the Sale—presenting the numbers and closing the deal. This is where things get real. Jen shares how to keep the buyer's emotions high, build trust, and guide them toward saying "yes" with confidence. You'll learn how to use plain language that feels collaborative, and ask soft-close questions that don't make you sound like a pushy robot. If you've ever stalled at the desk or fumbled a close, this one's for you.

Oh—and you'll leave with a new homework assignment that'll actually make you better at selling tomorrow.

🔥Check out our sponsors!🔥

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

Test Drives, Trial Closes & Real Talk: Steps 5 & 6 of the Sale - Series on Showroom 10 Steps to Sale Jul 31, 2025

In this episode of Dealer Talk with Jen Suzuki, we're diving deep into Steps 5 and 6 of the 10 Steps to the Sale — the test drive and the trial close.

Jen keeps it real with down-to-earth stories (including one near-kidnapping 🤯), pro-level coaching, and word-for-word examples of how to turn a test drive into a tipping point and handle objections like a boss. You'll learn how to engage customers during the drive (without being annoying), how to soft-close before presenting numbers, and how to see objections for what they really are — buying signals.

If you've ever wondered how to make a test drive stick or felt awkward handling, "I need to sleep on it," this episode is for you.

Jen made this episode because her in-store classes are booked — but you asked for more 10 Steps coverage, and she delivers.

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

The Matchmaker & The Walkaround: Steps 3 & 4 to Seal the Deal - Series on Showroom 10 Steps to Sale Jul 28, 2025

In this episode of Dealer Talk with Jen Suzuki, I'm diving into steps 3 and 4 of the classic "10 Steps to the Sale" — Qualify and Vehicle Presentation.

Learn how to shift from selling to consulting with a smarter, more emotional approach to the Needs Assessment. Jen shares how asking the right questions saves time, builds trust, and helps land customers on the right vehicle faster. Then, she flips the script on the traditional walkaround, introducing her Feature + Benefit + Emotion formula — a game-changing method for creating emotional buy-in before the test drive.

Packed with real examples, role-play prompts, and simple ways to personalize your process, this episode helps sales teams create moments that stick, connect deeper, and win more deals — the modern way.

🔥Check out our sponsors!🔥

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

Master the Meet & Greet + Discovery: Step Up Your Sales Game - Series on Showroom 10 Steps to Sale Jul 23, 2025

Salespeople ask me all the time: "Jen, do you still teach the 10 Steps to the Sale?" The answer is YES — but with a modern spin for today's showroom and remote selling environments.

In this episode, I break down the first two steps: ✅ Meet & Greet — Creating instant comfort, using body language, and ditching robotic openers. ✅ Build Rapport & Discovery — Going deeper than small talk with powerful, curiosity-based questions.

Plus: I share real-world examples of salespeople shifting their approach and closing more deals by simply changing how they say hello. Whether you're on the lot or behind a phone, this one's a must.

🎧 Let's level up that first impression — and build real trust that leads to real results!

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Sales Managers: This One-on-One Framework Changes Everything Jul 22, 2025

The best sales coaches don't wing it — they go one-on-one. In this powerful episode of Dealer Talk with Jen Suzuki, we get into the most underutilized yet effective tool in a dealership manager's playbook: the 10-minute one-on-one.

Jen breaks down her personal playbook for holding short, focused coaching sessions that actually develop your salespeople. You'll learn how to structure these weekly meetings so they're more than just a check-in — they're where growth actually happens.

🔧 In this episode:

The 6-part, 10-minute one-on-one framework
Real talk about personal goals, activity reviews, and skill development
How to coach texts, calls, CRM notes, and appointment confirmations
Creating a culture of feedback, praise, and high standards
Word tracks you can literally steal and use today

Whether you're leading 5 salespeople or 50, these one-on-ones are how you stop babysitting and start building ballers.💪

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Pro Teams Don't Wing It: Build Your Dealership's Training Calendar Jul 17, 2025

You can't build a championship team on randomness. In this episode of Dealer Talk with Jen Suzuki, we're locking in on the tool most dealerships overlook — a strategic, weekly training calendar that creates rhythm, raises confidence, and keeps your team locked into progress.

Jen shares her repeatable 4-week framework that covers internet leads, phone skills, showroom TOs, and objection handling — all broken into daily, trackable micro-lessons. This is the blueprint for managers who want to stop winging it and start winning consistently.

🔧 Topics include:

The 4-week rotating calendar you can build in 15 minutes
Daily coaching ideas with real bullet points
Making practice normal with role-play, CRM notes, and Kahoots
Creating peer-to-peer learning and celebrating MVPs
How to start each day with a coaching voice memo

Want a sales team that's consistent, confident, and closing strong? It starts with what you teach — and when. This episode is your new playbook. 🏆

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

From Eye Rolls to MVPs: Making Practice Part of the Game Jul 14, 2025

Want to know what separates average sales teams from championship ones? It's not just hustle — it's practice. In this episode of Dealer Talk, Jen dives into the power of daily role play and how dealership managers can create a culture where practice becomes the norm (not the cringe).

Whether your team is avoiding the phones, recycling templates, or just not closing deals, role play is the competitive edge you've been missing. Jen shares real-life coaching stories from the field, proven role play strategies, and how to make it fun, fast, and effective in just 10 minutes a day.

🔑 In this episode:

How to normalize role play without the eye rolls
Building a practice calendar that sticks
How to coach feedback the right way — with real take-twos
Creative ways to spark energy, boost confidence, and celebrate MVPs
Real scripts, scoring, and coaching tips you can use this week

If you're ready to build a championship culture, this one's for you. Get your clipboard, coach — it's game time. 🏆

🔥Check out our sponsors!🔥

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

Coach the Person, Not Just the Group Jul 10, 2025

Coach the person, not just the group.

In this episode of Dealer Talk with Jen Suzuki, we're taking the next step in developing high-performing sales teams—moving from team talks to tailored coaching. If you're a manager who's ready to elevate your leadership game, this one's packed with practical frameworks and real dealership scenarios you can start using today.

Jen breaks down:

The 3 Ps of diagnosing performance: Performance, Process, and Presence
Her go-to one-on-one coaching blueprint
How to coach mindset, not just skill sets
The role of energy and presence in driving results
Why your salespeople need a coach—not a boss

You'll walk away with coaching phrases, reset strategies, CRM tips, and ways to turn every one-on-one into a power session that inspires growth, confidence, and performance.

"I'm not coaching you because you're bad. I'm coaching you because you're worth it."

Let's build a team that's not just trained, but transformed. 💪

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

The 10-Minute Coaching System That Builds Champions Jul 05, 2025

Managers Series - did you check out the prevous episode? This is

"My team knows what to do, they just don't do it."

If you've ever said that, this episode is for you. Jen breaks down how managers can coach their teams in just 10-minute bursts using her proven CIVIL framework: Coach, Introduce, Verify, Illustrate, and Lead.

You'll learn:

How to structure daily training that sticks
Why consistent coaching beats long meetings
How to turn outbound calls into a showroom flood
The secret to building a team that wants to be coached

This one's packed with real dealership talk, examples from the field, and actionable steps you can start using today to create a high-performing, motivated team.

Let's goooooo!!! 🔥🔥🔥

🔥Check out our sponsors!🔥

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

Stop Managing, Start Coaching: 3 Skills Every Great Leader Must Own! 🥇 Jul 01, 2025

In this episode, Jen Suzuki shares three powerful strategies for dealership sales managers who want to transform their team into top performers. Whether you came up through the ranks selling cars or you're new to leading people, Jen dives into how to shift from being the go-to closer to becoming the coach your team needs. Packed with real-world insight and actionable steps, this episode helps leaders stop doing all the work themselves—and start empowering others to rise. If you're ready to build a championship team, this one's for you. 🥇🔥🚘💯

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

The MRI for Cars: How UVeye Is Rebuilding Trust in the Service Lane Jun 23, 2025

What if your service lane could scan a car like an airport security system—except instead of searching for bombs, it's finding oil leaks, tire damage, and alignment issues?

In this episode of Dealer Talk with Jen Suzuki, I sit down with Yaron from UVeye, the company turning heads (and lifting RO numbers) with their instant vehicle imaging tech—also known as the MRI for cars.

We talk about how UVeye's AI-powered tunnel gives advisors and customers crystal-clear visuals on a vehicle's condition in seconds. This transparency builds trust, boosts upsells, and drives higher labor hours—all while improving CSI scores.

Yaron shares the wild origin story of UVeye (hint: it started with bomb detection!), how OEMs like Toyota and GM helped shape its evolution, and why seeing is believing in today's service experience.

If you're in fixed ops, recon, or even sales—you need to hear how this tech is transforming how we inspect, present, and sell needed service work.

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Low-Key, High-Impact: Sales Follow-Up Tactics That Actually Work in 2025 Jun 16, 2025

In this episode of Dealer Talk with Jen Suzuki, we're diving into one of the most powerful, underrated strategies for breaking through the noise in today's sales landscape: using GIFs and memes in your follow-up.

If your internet leads keep ghosting you, you're not alone—and you're not helpless. Jen shares how she coaches dealerships to inject low-pressure, fun, and memorable energy into their messaging with visual media. You'll hear real-world examples and get a framework for building your own "GIF & Meme Library" to use in various sales scenarios—from day-one outreach to long-term follow-up.

This one strategy has helped dealership teams stand out, boost engagement, and most importantly, connect like humans again.

Whether you're in the BDC, selling on the floor, or leading a sales team, this episode will give you a fresh way to be relevant, visible, and impossible to ignore.

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Text Like You Mean It: Crafting Follow-Ups That Actually Work Jun 09, 2025

Tired of sending dead-end follow-up texts that get ignored? In this episode of Dealer Talk with Jen Suzuki, we dive into the exact words, tactics, and mindset shifts you need to revive ghosted leads and get customers talking again. Jen breaks down real-world follow-up strategies straight from her dealership coaching sessions—no fluff, just proven scripts that get opens, responses, and appointments. Whether you're texting, emailing, or voice dropping, this episode gives you a playbook to level up your message game and spark real conversations that convert into car deals.

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

10 Ways to Get More Appointments — Flood Your Showroom Now! Jun 03, 2025

Is your showroom traffic feeling light lately? You're not alone—and more importantly, you're not stuck. In this episode, Jennifer Suzuki breaks down 10 real, practical ways to get more people through your doors right now.

Whether you're in sales or BDC, these aren't theory-based ideas—they're street-tested tactics from dealerships doing it daily. Jen shares what's working across top stores, including strategies for leveraging your sold database, sending custom videos, and tapping into heat-up lists that still convert.

No fluff. No boring lectures. Just 10 ways to fill your showroom with actual buyers this week.

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

AI That Moves Metal: Lance Schafer on Faster, Smarter Inventory Management May 18, 2025

AI is no longer a "nice-to-have"—it's a game-changer for dealerships that want to win in today's competitive market. In this episode of Dealer Talk with Jen Suzuki, I sit down with Lance Schafer, General Manager of Product and Technology at LotLinx, who's been leading the charge in applying machine learning to the core areas where dealers often struggle most: inventory management, pricing, and customer experience.

Lance breaks down how traditional dealership strategies—like pricing based on gut feeling or managing inventory with old sales data—are being replaced with data-driven, real-time AI systems that help stores become more profitable and efficient.

We talk about:

How AI shifts inventory strategy from reactive to predictive
How dynamic pricing boosts both speed and profitability
Using machine learning to match inventory with what customers actually want
The biggest hurdles in AI adoption and how to overcome them
What trends are coming next, and how to prepare now

Whether you're just exploring AI or already testing tools, this episode will give you clarity on where the real impact is—and how to start modernizing before the market forces your hand.

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Inside the Mind of a Modern Automotive CEO: A Conversation with Randy Parker May 12, 2025

In this rare and powerful episode, I sit down with Randy Parker, CEO of Hyundai and Genesis Motor North America, one of the most progressive and people-first leaders in the automotive industry—and head of the third largest automaker in the world.

We dive into the state of retail automotive, how Hyundai and Genesis are breaking records, and why Randy's leadership style has made him a dealer favorite (IMO) across the country. We talk tariffs, US production, economic development, and electrification strategies—including the IONIQ 9, new charging partnerships, and the company's flexibility in responding to real-time consumer demand.

But what really makes this conversation powerful is our shared belief in relationships—that people are the true link to profitability. Randy opens up about his passion for mentorship, coaching NBA students, and why investing in people is the heartbeat of his leadership.

We explore how Hyundai is:

Building major U.S. infrastructure (Meta Plant in Georgia, steel mill in Louisiana)
Balancing innovation in fuel cell, EV, hybrid, and air mobility
Reinforcing the dealer model and expanding service capacity
Making car buying easier with online tools like Amazon Auto
Always playing offense—with a simple mantra: "Sell, sell, sell like hell!"

This one's packed with leadership gold, forward-thinking strategy, and the kind of authenticity that defines real success.

Don't miss this episode with a powerhouse CEO who's shaping the future of retail and proving why people still matter most.

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Your CRM Is a CLOSER! It's Your Memory. Your Proof. Your Deal Saver. May 04, 2025

Ever had a customer walk in, get chased for months, and your team still greets them like it's Day One? Yikes. In this episode of Dealer Talk with Jen Suzuki, we're calling out the CRM habits that are quietly killing your deals—and showing you how to fix them.

Jen breaks down how internal notes create smooth BDC-to-sales handoffs, how to log objections and buying triggers that actually close, and why skipping CRM updates might be why your customer disappeared. If you want loyal buyers and not just new leads, it starts with smarter follow-ups, stronger recaps, and tighter processes.

Let's make your CRM your best closer.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Pitching Loyalty: How Ken Hicks, Dealer & Partner of Mariano Rivera Dealerships Is Driving Retention May 04, 2025

This episode is all about solving real dealership problems—right from the service lane. I sit down with my longtime friend and mentor, Ken Hicks, Dealer Principal at Rivera Toyota and Mariano Rivera Honda, who shares how he tackled major fixed ops pain points by building his own software—Retention 360—a tool designed to drive loyalty, increase service-to-sales conversions, and help advisors win. > https://retention360.info/

Ken started as a salesperson and rose to become a partner alongside Yankees legend Mariano Rivera. Over the years, he saw too many missed opportunities in the service department:

No process to follow up on declined service work
No TO when customers said "no" to repairs
Weak communication between BDC, service, and sales teams
Lack of personalization and preparation before client visits
No recognition of customer loyalty level at check-in
Undertrained advisors struggling to convert service traffic into car deals

So, what did Ken do? He built his own tool. He developed software that identifies loyalty levels, tracks declined services, pinpoints advisor weaknesses, and gives teams everything they need to turn service clients into lifelong dealership customers. He even tied incentives and a triple-pay structure to service-initiated car deals. Now, he's giving YOU access—free for 90 days.

We talk about his team's exact process:

Reviewing customer records before the appointment
Matching loaner vehicles based on sales potential
Creating warm handoffs between service and sales
Proactively calling service clients with equity or loyalty triggers
Training advisors to read the CRM like a playbook

If you're ready to stop leaking opportunity in service and start creating real retention, check this one out!

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

Service Advisors Reimagined: Andy Wright on Vinart's Strategy for Higher RO Counts & Better CX May 04, 2025

What happens when a dealership fully commits to reinventing its service department? In this episode, Jennifer Suzuki chats with Andy Wright, Managing Partner at Vinart Dealerships, located just an hour from both Philly and NYC. Andy reveals how his team is solving the biggest challenges in fixed ops — from inconsistent traffic to advisor overload — by building innovative support teams and reshaping benchmarks.

You'll hear how they:

Took appointment setting off the advisor's plate and built a pre-write support team
Raised the RO benchmark from 12-15 to 18-20 per day by removing admin burdens
Use video and transparency to retain more service customers
Launched a technician apprentice program to solve staffing shortages
Run monthly in-house training sessions in a 50-person dedicated space
Lean on AI tools like LeadVantage, CallRevu, Madator to assess conversations and improve processes
Envision a near future where AI handles inbound calls and outbound calls

This is a must-listen for dealer principals, fixed ops directors, and anyone serious about scaling consistency in the service lane.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

Appointment No Show? No Sale. Boost Your Appointments Now with Jen Suzuki Apr 21, 2025

You did the hard part. Now finish strong.

You led the call with value. You gave them confidence in you. But if you're not setting the appointment—you're leaving money behind.

This episode is a deep dive into how to confidently sell the appointment, lock in commitment, and increase your show rate with real-world strategies I teach live every week in my dealership classes.

Here's what you'll learn:

How to roll into the appointment ask without sounding pushy
Why "What time is good for you?" is secretly ruining your schedule
Phrases like "You're in good hands" that increase trust
How to text, confirm, and stand out with credibility
A next-level email confirmation that helps you sell the car before they arrive
Why creating obligation on the call gets you less negotiation and more deals

This is how top performers get paid in 2025. You'll walk away with fresh tactics, real talk, and a powerful reminder: Car sales is not for the weak—it's for the ones who do more.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

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How to Instantly Build Trust and Credibility with Internet Buyers Apr 21, 2025

In this episode, I share one of my biggest secret weapons for converting more Internet leads — selling yourself first. It's not about hard selling the car; it's about showing the value in doing business with you and your dealership. I dive deep into tactical strategies for prepping before the first call, leveraging past customer history, using community connections, and showcasing dealership value the right way — with real-world examples from inside the showroom.

You'll learn how to position yourself as the obvious choice, how to talk about your digital retailing tools to save buyers time, and even how to use ChatGPT to help you craft powerful, memorable value statements that stick. If you want to close more Internet leads and feel more confident doing it, this episode is for you!

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

Helper Vibes Seller Vibes: How to Win the Call in 30 Seconds Apr 21, 2025

In this episode, I break down one of the most overlooked—but powerful—skills in phone sales: your tonality. It's not just what you say. It's how you say it.

I share how I intentionally changed my voice, volume, and energy over time to sound more exciting, engaging, and attractive to buyers—and how you can do the same. We dive deep into why first impressions, tonal shifts, and "helper vibes" are what pull people into real conversations and help you move leads into the buying cycle fast.

This episode is packed with real examples from live calls, opening lines that create trust, and techniques to uncover buyer motivation early. If you're tired of sounding like every other monotone advisor, this one's for you.

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

Stand Out or Miss Out: Real Talk on Email, Video, and Follow-Up That Actually Works Apr 08, 2025

Staying hyper-focused on internet lead handling...

In this episode, I break down how to actually improve your follow-up process so you win more customers—starting with your emails, videos, and mindset. Let's face it: most emails still look like outdated templates, and subject lines that scream "dealership" get ignored. I'm showing you how to change that.

I walk through my current process using ChatGPT to write custom, engaging subject lines and value-based messages that feel like they were made just for the customer. I also dive into how to create short welcome videos that build trust and show off your energy—because people buy you, not just the car.

You'll also get a real-world strategy for the first 72 hours of follow-up (yes, that includes GIFs, articles, and creative touchpoints that stand out). If you're ready to stop sounding like every other salesperson in their inbox and start actually converting, this one's for you.

Key takeaways:

Subject lines that get opened
First sentences that hook
Videos that build trust fast
A 30-day follow-up game plan
Creative tips to stay top of mind and fun

This isn't theory. These are the tactics I use in dealerships today—because basic won't win anymore.

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

Call First, Text Smart, Leave a Killer Voicemail: Lead Handling in 2025 with Jen Suzuki Apr 08, 2025

In this episode, I'm getting real about the grind of internet leads—the ones with no phone numbers, the ones who ghost you, and the ones who drain your time asking for information only to disappear into the void.

I've been there. I've sold cars. And now I work these leads live during my dealership sales training sessions. I'm in the trenches with you—setting same-day appointments with tough leads while coaching teams to win. That's why I care so deeply about helping sales pros and BDC reps level up.

You'll hear:

Why urgency is non-negotiable when working internet leads
How to stand out in a crowded inbox
The power of a well-timed phone call vs. a lifeless text chain
Voicemail strategies that actually spark engagement
How ChatGPT can help you write customized, value-packed follow-up messages
What mindset it takes to thrive in today's high-competition digital battlefield

Whether you're struggling to convert leads or just want to refresh your game with 2025 tactics, this episode is packed with real talk, real examples, and strategies that actually work.

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

Mentorship in Motion: How Lane Managers Build Winning Teams Apr 08, 2025

In this episode, I'm talking directly to the powerhouse behind the most successful service departments: Lane Managers. Also known as Assistant Managers, these leaders are the glue that holds the service drive together. I've been spending time on-site with service teams recently, and when Lane Managers are engaged, locked in, and supporting the hustle live on the drive—everything changes fast.

We break down how Lane Managers reinforce training, support Advisors in the moment, jump into heat cases, and create an environment where growth isn't just expected—it's lived. From tightening up MPI processes to improving greeting structure, managing wait times, and even securing financing approvals—these leaders do it all. And when they do, you feel it: happier customers, faster approvals, more trust, and an energized team all rowing in the same direction.

This episode is filled with real examples, easy-to-execute ideas, and reminders of just how impactful Lane Managers are. It's time to level up the leaders who keep the wheels turning!

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

No More Whip Cracking: Fun Accountability That Works Apr 08, 2025

In this episode, I'm in the trenches—literally—on-site with a dealership service management team I've been working with. We've trained, implemented new tactics, and now we're locking in on accountability without turning the heat up too high.

Here's the truth: you don't need to micromanage to get big results. What you do need are simple, consistent actions that reinforce change. I walk through real-life examples—like how to use visual gauges during check-in, recognize loyal customers in the drive, and improve technician videos—to create habits that stick.

We dive into:

How to reward the right behaviors without burning people out
Why shadowing advisors and reviewing MPI calls should be your weekly rhythm
A fun team game called "Sell It to Me" that builds value-selling skills
How easy metrics like % of tech videos completed can keep your team focused
Simple contests and incentives that actually motivate people to grow

Bottom line: when your people are having fun, feel seen, and know what to aim for—they win and so do your numbers. If you're a service manager who wants real accountability without the grind, you need this episode.

🔥Check out our sponsors!🔥

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

From eLead CRM to AI Smart Camera Systems: Mark Queen is Redefining Efficiency with Visual Intelligence Apr 07, 2025

Mark Queen, the visionary CEO of Skaivision and one of the original founders behind eLead CRM, joins me to dive into the future of AI-powered dealership efficiency. Skaivision is revolutionizing the way dealers view process breakdowns by layering powerful AI—specifically Convolutional Neural Networks (CNNs)—over existing dealership camera systems. This groundbreaking tech captures real-time activity in sales and service, highlights missed opportunities, and even delivers instant vehicle offers during service visits.

Mark walks us through his entrepreneurial journey, from Reynolds & Reynolds to creating the largest CRM in auto retail, to now tackling tech fatigue and inefficiencies head-on. If you're in the car business—service, sales, tech, or leadership—this episode will fuel your thinking about what's possible when innovation meets daily dealership challenges.

We talk express service friction, retention killers, service-to-sales drama, video transparency, and how real-time AI automation can make your people faster, more productive, and more profitable.

Don't miss this inspiring conversation with one of the auto industry's most respected founders!

👋 Mark.Queen@skaivision.com | skaivision.com

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LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

The #1 Training Hack to Build Customer Trust in Fixed Ops with Jen Suzuki Apr 01, 2025

Mastering Service Drive Walkarounds in Live Role-Play – Real Training for Real Results...COME ON NOW!!!

In this episode, I'm opening the door to run through the plays of the most important activity a amanger can do with their selling machines - the Service Advisors! The power of the service drive walkaround—one of the most effective yet underutilized tools for selling service work. I've been training dealership teams across the country, and I've seen firsthand how confidence, engagement, and real-world practice can completely transform how advisors interact with customers.

I explain how I do role-plays in Service!

Learn the break down on why role-playing is critical, how to avoid overwhelming customers with price breakdowns, and the game-changing impact of presenting financing options at the right moment. Plus, I'll share an easy-to-implement training exercise that managers can use immediately to boost sales and customer experience on the drive.

🚗 What You'll Learn in This Episode:

✅ How to execute a proper service walkaround to engage customers and sell more work ✅ Why live training activities (yes, role-playing!) are the fastest way to level up your skills ✅ The right way to present pricing and financing options to increase approvals ✅ How small adjustments in body language and conversation flow impact ROI & CSI

If you're a service advisor, manager, or dealership leader, this episode is packed with real strategies you can implement today. Let's get to work!🛠️

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

Dealership Capital Strategies for Ambitious Operators with Dan Garces Mar 31, 2025

In this episode, I sit down with Dan Garces, President and COO of Automotive Capital, to break down the financial strategies that allow dealership operators to grow, scale, and even own their own store—without putting up massive amounts of personal cash. Dan has spent his career helping dealers navigate the complexities of capital, and today, he's sharing real-world insights on how funding works, how to leverage it properly, and what separates those who stay operators from those who become owners.

We dive into:

The biggest mistakes dealers make when it comes to financing growth.
Alternative funding options that don't drain your cash flow.
How to position yourself for ownership even if you don't have millions in the bank.
The mindset shift required to go from running a store to owning one.

If you've ever dreamed of owning your own dealership, expanding your operations, or simply improving your financial strategies as an operator, this episode is for you. Knowledge is the key to growth—and today, we're unlocking it.

🔥Check out our sponsors!🔥

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

Keeping the Energy High: Fun & Competitive Ways to Reinforce Training Mar 24, 2025

How to Build Championship Teams with Contests & Competitions

The hardest part of training isn't teaching the process—it's making sure it sticks. In this episode, I break down how to sustain momentum, accountability, and energy in your dealership using fun competitions, MVP recognition, and daily challenges.

I share real-world dealership strategies that keep teams engaged, motivated, and focused on growth, even when sales get tough. From raffle ticket rewards to upsell challenges and technician video contests, I'll walk you through simple but effective ways to reinforce training while making work fun.

If you're a dealership manager looking to create a high-performance culture, this episode will give you practical ways to celebrate wins, build camaraderie, and keep your team focused on execution.

🔥Check out our sponsors!🔥

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace

High-Performance Dealership: Smarter Scheduling, Stronger Communication, Bigger Profits With Daniel Govaer + Matt Haiken Mar 24, 2025

In this episode, we're diving deep into how dealership owners and managers can build a more structured, efficient, and profitable business with two powerhouse guests—Daniel Govaer, Fractional COO, and Matt Haiken, Principal and President of Prestige Collection Auto Group.

Matt, who now runs six dealership locations, shares how his approach to leadership has shifted. He's moving away from making gut-based decisions to structured planning, daily forecasting, and full financial transparency. Daniel, a fractional COO, reveals key strategies he's uncovered while working inside dealerships—identifying profitability leaks, optimizing daily schedules, and improving internal efficiency.

We cover: ✅ Where dealerships are losing profitability—and how to fix it ✅ The power of total financial transparency in hitting targets ✅ Why structured daily schedules for salespeople and managers drive better results ✅ How communication impacts sales—and how AI is reshaping messaging ✅ Can a dealership succeed using a Tesla-style transactional sales model? ✅ How top-performing dealers are leveraging AI tools like ChatGPT for next-level customer interactions

Matt and Daniel share real, actionable ways to rethink dealership operations so leaders can scale with less chaos, better accountability, and stronger results.

🔥Check out our sponsors!🔥

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Cliff Banks on AI, Amazon-Hyundai, Digital Retailing & the Future of Auto Mar 21, 2025

What does the Amazon-Hyundai partnership really mean for the future of auto retail? Is AI evolving too fast for dealerships to keep up? And why might some obstacles in car buying actually be good for dealers?

In this episode, I sit down with my long-time friend and trusted industry voice, Cliff Banks—founder of The Banks Report and AUTOVATE Conference. We break down the latest trends in automotive, from AI adoption in dealerships to digital retailing's real impact on sales. Cliff shares insights from top automotive CEOs on the biggest challenges they face with AI, why SaaS development is a pain point for vendors, and what role data centers and computing power will play in the future of auto retail.

Plus, we talk shop about:

The Amazon-Hyundai collaboration—is this really about selling cars, or is it a data play to fuel digital advertising?
AI in dealerships—why being open to new tools matters & the risks of pretending AI agents are human.
Digital retailing & the sales process—is it actually making car buying easier, or is it just another manufacturer-driven initiative?
The dealership evolution—how AI, data reporting, and the FTC's compliance requirements could determine Tekion's fate.
China's growing automotive influence—what happens if Nissan weakens?
EV market reality—why Cliff predicts a much smaller EV share than expected.

If you're grinding it out in the dealership world and struggle to stay up to speed with industry shifts, this episode is a must-listen. Tune in for a casual, insightful conversation with one of the most experienced voices in auto reporting.

🤝Cliff Banks - https://autovate.org/cliff-banks-bio/

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ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

The Mindset Shift That Changes Everything in Sales Mar 18, 2025

Most service advisors stop at the first "no." But the best? They know that's just the beginning. In this episode, we're talking about taking second and third swings—the art of fighting for the business that's sitting right in front of you.

Your customers don't always need a discount; sometimes, they just need a little more information. I'll walk you through real-world analogies and proven tactics to help you:

✅ Circle back on declined work without sounding pushy ✅ Use supportive, value-driven conversations to win approvals ✅ Create urgency without pressure ✅ Overcome objections with confidence and professionalism

When you get in the right mentality before you clock in, you'll start winning more approvals, making more money, and building stronger customer relationships. I'm fired up for this one—let's make 2025 your best year yet!

🔥Check out our sponsors!🔥

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

NADA's Relentless Advocacy for Dealers: A Conversation with President Mike Stanton Mar 10, 2025

The automotive industry is changing fast—EV mandates, direct-to-consumer threats, shifting manufacturer relationships, and evolving government policies. Are dealers being heard?

In this episode, I sit down with Mike Stanton, President of the National Automobile Dealers Association (NADA), to talk about how NADA is fighting for dealers, ensuring their voices are represented in Washington, and pushing back against policies that could hurt their businesses.

We cover: ✅ The FTC victory and why NADA is back on offense ✅ The real story behind EV sales—$7 billion in unsold inventory sitting on dealer lots ✅ Why direct-to-consumer models are still a concern & how NADA is fighting back ✅ How dealers can build relationships with local lawmakers to shape policy ✅ What NADA is doing to strengthen manufacturer-dealer relationships ✅ How NADA's dealer education programs are evolving to meet today's challenges

Mike also shares insights from NADA's exclusive dealer-manufacturer meetings, how policies are changing from dealer input.

Dealers—this is your industry, your fight, and your future. Listen in and learn how you can get involved and make an impact!

🔥Check out our sponsors!🔥

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

The Power of Live Messaging With Ted Rubin, CEO ActivEngage! How Dealerships Turn Conversations into 🚗 Sales! Mar 06, 2025

Think about it—when a customer walks into your showroom or calls your dealership, your team jumps into action. So why is chat any different? It shouldn't be.

In this episode, I sit down with Ted Rubin, CEO of ActivEngage, to talk about the power of real, human conversation in the digital sales process. We break down why dealership live messaging is more than just answering questions—it's a low-funnel opportunity to build trust, create a great experience, and ultimately, get more customers in the door.

We talk about: ✅ What actually works in live messaging (hint: ditch the templates) ✅ Why customers feel safer engaging in live convo before committing to a dealership ✅ How the right messaging strategy increases appointment set rates & sales ✅ Where digital retailing fits into these conversations

Live messaging isn't just a feature—it's an essential part of a modern sales process. When done right, it creates real engagement, builds relationships, and turns website visitors into buyers.

Listen in to learn how top-performing dealers are using live messaging to drive business, build their brand, and make it easier for customers to say yes!

Ted Rubin, ActivEngage - ted.rubin@activengage.com | ActivEngage.com

🔥Check out our sponsors!🔥

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

Coaching Service Advisors: Boost Approvals With This Sales Strategy 🏆 Risk & Reward Mar 04, 2025

This quick hit episode is incredibly important for every Service Team! Ready to boost your service department's success?! Let's gooooo!

In this quick class, I lock in on the often-overlooked 'Risk & Reward' equation in the service sales process. Many Service Advisors hesitate to fully explain the risks of delaying necessary work, leading to missed opportunities and customer misunderstandings. We'll explore how presenting both the risks and rewards transparently can transform hesitant customers into loyal advocates who toss you their keys with confidence.

Join me as I share real-world examples and strategies to help General Managers and leaders coach their teams effectively, boosting revenue and fostering trust. Discover how a simple shift in communication can lead to higher approval rates and a thriving dealership culture.

This episode offers insights to elevate your sales presentations and ensure customers understand the true value of timely service. Tune in and learn how to make 'Risk & Reward' work for you and your team!

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

Building Relationships at Write-Up: The Secret to Selling More 🔧Service Work Mar 04, 2025

Too often, service advisors treat the write-up process as just another transaction. Big mistake. If you want to boost revenue, retain customers, and build long-term trust, relationships must come first.

In this episode, I break down how to turn every customer interaction into a lasting relationship—starting from the moment they pull into the service drive.

I go over:

✅ Why eye contact, body language, and tone set the stage for success ✅ How to ask the right questions to uncover more opportunities ✅ The power of analogies—helping customers truly understand their vehicle's needs ✅ Small but impactful ways to make customers feel like VIPs ✅ The difference between basic connection and going the extra mile ✅ How to serve up solutions like you're helping a friend—not just selling work

I also share insights from recent conversations with top service advisors, revealing what really works in building customer trust and increasing approvals.

If you're in hunter mode like me, you know nothing should be left on the table. Get ready to level up your write-up game and make every service drive interaction count!

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

Technician Videos: The Secret to More Work Approvals & Bigger RO Sales with Jen Suzuki Feb 26, 2025

In this episode, we're tackling a major gap in dealership service departments—technician videos. These videos are a game-changer for gaining more work approvals, yet most technicians receive zero training on how to shoot them effectively.

Data shows that shops using video can double RO sales, with TruVideo reporting a 20-30% increase in revenue per RO. But here's the problem—background noise, unclear explanations, and long-winded clips are costing you approvals and money.

I've been training service advisors across the country on gaining approvals, mastering sales conversations, and improving call handling—and now, I'm bringing that same energy to technicians. In this episode, I break down: ✅ How to shoot clear, effective videos that set up approvals ✅ The power of credibility and a strong greeting ✅ Why short, engaging videos drive more customer trust ✅ The meaning of "extra extra" and how it leads to extra sales ✅ How to increase work, grow sales, and keep your shop busy

This is a must-listen for service directors, fixed ops leaders, and dealership owners looking to boost customer trust, grow revenue, and help their teams hit their full income potential.

🔥Check out our sponsor!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

Who Needs Their GM Most? 🛠️Service BDC—The Powerhouse of Dealership Success with Jen Suzuki Feb 19, 2025

Are you, as a GM, truly present with both your sales and service BDC teams? Too often, GM involvement leans heavily toward the sales BDC while the service side gets overlooked. Why? Because sales is familiar—it's where many GM's built their careers. But here's the reality: your service BDC is just as critical, responsible for over 150 appointments per day, fueling the entire dealership's success.

In this episode, we break down why your involvement matters and how a hands-on approach can drive showroom traffic, increase customer loyalty, and unlock untapped revenue. I share a real coaching session with a high-performing GM who needed to shift his mindset and leadership to fully support his service BDC. If you're serious about growth, retention, and maximizing dealership performance, this episode is for you.

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Recognition, Competition & Culture: The Sauce to a Thriving Dealership! Feb 05, 2025

Ever walk into the dealership in the morning and feel that slow-motion energy? People shuffling in, sipping coffee, staring at their screens, waiting for something to kick them into gear.

Then—something shifts.

Maybe it's a manager calling out yesterday's wins. Maybe it's an MVP shoutout for someone who went above and beyond. Maybe it's a fun, competitive challenge that gets people fired up.

Energy is contagious. The way you start the day sets the tone for how it will go.

I always tell leaders—recognition is one of your most powerful tools. People thrive on knowing their work matters. If you're not celebrating wins, highlighting great performance, and making work fun, you're missing an opportunity to build a culture where people actually want to succeed.

Something as simple as picking an MVP of the Day, handing out a small trophy, or posting a shoutout on social can shift the entire dynamic of your team. People see what's being rewarded, they learn new strategies, and they push themselves to raise the bar.

At the end of the day, dealership life is fast, competitive, and high-pressure—but it should also be exciting, rewarding, and fun. When people feel valued, they give more. When you recognize effort, you inspire more of it.

So here's the question—how are you celebrating your team today?

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

Teach, Demonstrate, Apply: The Role-Play Method Every GM Needs Jan 29, 2025

In this episode, I dive into the power of role-playing as a key training tool for dealership success. Too often, managers shy away from role-play, but it's one of the most effective ways to build confidence, boost skills, and ensure team members know exactly how to execute what you're teaching.

I share my proven tactic—Teach, Demonstrate, Apply—and explain how it transforms your training sessions into moments of real growth. Role-playing might feel awkward or "fake" at first, but it's critical for developing polished professionals who deliver consistent results.

We'll explore:

Why General Managers need to role-play with their managers and teams
How diving into the CRM (calls, texts, videos, customer profiles) can spark role-play topics
Specific role-play scenarios you can implement today to boost sales and service performance
The importance of coaching during and after role-plays to refine skills and confidence

Plus, I'll walk you through my structured process for running role-plays, including a worksheet to help you map out sessions and stay focused on your goals. When GMs prioritize role-playing, they set the standard for their managers and create a culture of excellence.

This is more than a training session—it's the real "save-a-deal" meeting. Tune in to learn how to make role-plays easy, impactful, and a game-changer for your dealership.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Reducing Turnover: How GMs Build Loyal Teams and Drive Results Jan 27, 2025

In this episode, I tackle one of the biggest challenges dealerships face: turnover. With 70% turnover rates in sales and service, it's nearly impossible to build client loyalty or hit nationally ranked numbers when you're constantly starting over with new team members.

The solution? It starts with the General Manager. I share the tactics I've used to shift team behaviors and improve retention, beginning with the leadership at the top. From personally observing processes in service and sales to identifying patterns in body language, communication, and professionalism, I reveal how GMs can better understand the root causes of turnover and implement targeted training that works.

We'll explore how nurturing your team members' success—and showing them you genuinely care—creates the environment needed for loyalty, growth, and better results. And we'll discuss why GMs need to spend more time in the service department, where the real momentum lies.

Plus, I'll share actionable strategies like daily MVP recognition to inspire and motivate your team to reach their potential. This episode is your playbook for reducing turnover, building a stronger team, and ultimately driving better outcomes.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

AutoSled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Head Coach Mentality: How GMs Build Winning Teams Through Managers Jan 22, 2025

Many of you know this but I am privileged to work alongside so many high performing dealerships and their leadership. Most top 20 in the country for their brands. I use my podcast to share what I learn, teach and implement with the end game - building a championship team.

In this episode, we dive into the critical role General Managers (GMs) play as the "head coaches" of their dealerships, driving performance through daily coaching of their management teams. Achieving championship-level results—rising above all stores in the region or country—is no small feat. It requires a relentless focus on developing managers into high-performing coaches who can guide their teams to win every day.

We explore how top-performing GMs pull their managers in, just like a head coach, to model effective coaching strategies. From improving team execution with tools like guest sheets and CRMs to perfecting follow-up texts, coaching managers daily is a game-changer.

You'll also hear real-life tactics, like how one GM taught his Service Director to implement a "stamp" system for declined work, bringing more awareness to the shop and protecting their people. It's all about leading by example, fostering collaboration, and helping managers pass those skills on to their teams.

We'll also cover the importance of private one-on-one coaching over public scolding, creating a culture of learning, and ensuring team members feel supported, motivated, and empowered to perform.

If you're a GM or dealership leader, this episode gives you actionable strategies to elevate your managers, instill confidence in your teams, and drive better results. Coaching doesn't stop at performance talks—it's about getting involved, listening, and leading by example in every aspect of the business.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences. NADA Show Booth #3535

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing. NADA Show Booth #4451

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

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