Dealer Talk With Jen Suzuki

Latest Episodes:

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

🔥Check out our sponsors!🔥

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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!🔥

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

Show notes

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!

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

Show notes

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!🔥

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.

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