The Walk Around

Marc Bland, Head of New Business and Growth Audiences for S&P Global, breaks down the trends he’s seeing across customer bases, the segment OEMs are overlooking, how to engage more buyers and his opinion on TikTok car sales.For more information about our guest, visit their ⁠⁠⁠LinkedIn⁠⁠⁠. Episode Breakdown0:00 - Marc's insight on OEM sales and consumers3:33 - What’s important for dealers to pay attention to7:14 - Who is driving buyer growth?9:09 - How dealers can engage fast growing buyer populations12:51 - Ways dealers can hit gross margins17:10 - Generational buying trends21:23 - Is there a segment OEMs are overlooking?26:20 - Best Bets: TikTok car sales, small EV buyers adoptionLiked this episode? Find our full episode library ⁠⁠⁠⁠⁠here⁠⁠⁠⁠⁠.

Jenell Ross, President at Bob Ross Buick GMC, discusses taking over the helm of her father’s dealership, how she is working to improve operational performance and supporting the presence of women across the industry.For more information about our guest, visit their ⁠⁠⁠LinkedIn⁠⁠⁠. Episode Breakdown0:00 - Meet Jenell2:13 - The state of the business3:46 - Key leadership lessons learned5:55 - The industry at its core is...8:49 - Innovations that had the biggest impact12:41 - Navigating talent retention15:51 - Supporting women in the auto industry18:17 - Lessons learned from leading a dealership group23:47 - Advice for new dealers24:30 - Best Bets: GenZ purchase habits, Amazon-like car delivery and more!Liked this episode? Find our full episode library ⁠⁠⁠⁠⁠here⁠⁠⁠⁠⁠.

Karen Ford, President at Sutton Ford and incoming NextGen Committee President at NAMAD, talks cultivating culture and continuing legacies at dealerships. Plus, what she had to do before she could join her family’s dealership. For more information about our guest, visit their ⁠⁠LinkedIn⁠⁠. Episode Breakdown0:00 - Karen’s journey to becoming a dealer 5:50 - What OEM work-experience gave Karen as a dealership leader6:47 - How Karen’s continuing a dealership legacy 8:10 - Top rewarding moments from becoming a dealer9:25 - Cultivating a culture at her dealerships10:49 - The goal of NextGen and building up future dealers12:00 - Dealership operations: What Karen’s focusing on 14:04 - Establishing connections with local communities17:50 - Opportunities for increasing sales19:12 - Karen’s Best Bets on community-first dealerships, digital retail and moreLiked this episode? Find our full episode library ⁠⁠⁠⁠here⁠⁠⁠⁠.

Perry Watson IV, President of NAMAD, explains the necessity of improving the human element at dealerships. He details different ways dealers can accomplish this and shares how NAMAD is helping dealers and their communities evolve. For more information about our guest, visit their ⁠LinkedIn⁠. Episode Breakdown0:00 - Meet Perry1:56 - Are dealers optimistic regardless of market uncertainties?3:39 - Being a servant leader5:59 - What does winning look like in automotive?7:00 - How dealers can connect with their community11:03 - 2026 priorities for NAMAD organization15:05 - Talent retention and operational practices working well for dealers17:55 - How dealers can create more relational customer experiences19:25 - Where are dealers using AI most?21:09 - Best bets on online and DTC buyingLiked this episode? Find our full episode library ⁠⁠⁠here⁠⁠⁠.

Joey Huang, Dealer Owner at Great Lakes Auto Group, discusses the transition from medical school to automotive. He shares how a tenacious, yet respectful attitude has driven his career, along with people believing in his potential. For more information about our guest, visit their LinkedIn. Episode Breakdown0:00 - Meet Joey 4:04 - Why NAMAD is important for the industry 5:10 - How relationship building advanced his career 8:01 - Getting selected for his first open point 10:50 - How Joey stays persistent in his career 11:44 - Finding optimism in market uncertainties and preparing for 2026 14:17 - OEM and dealers benefit from this 15:11 - Joey’s Best Bets on consolidation, leadership and data trends Liked this episode? Find our full episode library ⁠⁠here⁠⁠.

Jonathan Jordan and Jamie Horowitz of JM&A Group dive into the latest uncertainties facing the automotive industry, including the impact of tariffs. Don’t miss strategic insights to help you navigate the changes at your dealership.For more about our guests, visit their LinkedIn: Jonathan Jordan & Jamie HorowitzEpisode Breakdown0:00 - Meet our guests!1:50 - Financial impacts of tariffs in the automotive industry6:55 - How dealers can reposition F&I products for customers9:54 - Claims patterns and service contracts patterns10:48 - Controlling costs at your dealership12:41 - One of the best tools for customer retention is...13:54 - Utilizing the service department to sell F&I16:35 - Streamlining online claims with AI21:57 - Staying informed and what dealers can do nowLiked this episode? Find our full episode library ⁠here⁠.

Chris Sutton, Senior Vice President of Auto Benchmarking and Customer Success at J.D. Power, talks data around customer sentiment in the dealership, digital retail and technology advancements and his view of the 2025 industry.For more info about Chris, visit his LinkedIn.Episode Breakdown0:00 - Meet Chris 2:59 - What should dealers be mindful of in 2025? 4:06 - Why some dealers are less focused on digital 7:15 - The top issue seen in customer experience data 8:08 - How to boost customer satisfaction 12:08 - Video Multi-Point Inspection in the dealership 14:27 - Is customer sentiment improving?Liked this episode? Find our full episode library here.

Training your dealership’s team is a continuous, yet important process. Discover ways to explore innovative training opportunities at your dealership and empower your team with Matthias Stoever, Co-Founder and CEO at RockEd.For more about Matthias, visit his LinkedIn. Episode Breakdown0:00 - Meet Matthias & RockED10:11 - The origin story behind his startup14:37 - What training behaviors are being seen from micro training?16:46 – Why is training in this area the least invested in?18:36 - How training plays a role in employee retention21:37 - What's next for RockED in 2025?22:09 - Reducing fear around artificial intelligence in the dealershipLiked this episode? Find our full episode library here.

Laurie Halter has worked in automotive marketing and PR for 20+ years with her company, Charisma! Communications. She shares valuable advice for developing a content strategy that empowers your team and engages your customers.For more about Laurie, visit her LinkedIn.Episode Breakdown0:00 - Meet Laurie! 0:57 - What are you excited about in the industry this year? 1:27 - AI technology in the service lane 3:05 - Are more dealers expanding mobile service options 4:48 - Balancing technology and human engagement 5:42 - Are customers and dealers thinking of 2025 optimistically? 7:46 - Giving customers payment options with technology 9:04 – How can dealers stand out with their marketing? 12:54 - How to start creating marketable content 14:27 – Laurie’s journey into the auto industry Liked this episode? Find our full episode library here.

Steve Roessler, Chief Evangelist Officer at automotive CRM company, DriveCentric, discusses how your dealership’s CRM should be functioning, the usage of artificial intelligence in maintaining customer relationships and more.For more about Steve, visit his LinkedIn.Episode Breakdown0:00 - Steve, Buc-ee's and NADA 2025 5:08 - DriveCentric’s mission for dealers 9:06 - Will Artificial Intelligence replace humans in the dealership? 12:51 - How to improve the online to in-store experience 15:22 - What Virtual F&I has taught us 16:54 - Are dealers letting customers complete F&I paperwork at home? 18:33 - What should be top of mind for dealers right now?Liked this episode? Find our full episode library here.

David Spisak is back on The Walk Around podcast! He's the President and CEO of Disruptive Growth Solutions, a consulting and advisory firm centered on retail automotive, while also being the podcast host of The David Spisak Show. In this episode, David speaks on his experience running a dealership and his advice for dealers’ process improvement this year. Plus, he discusses what an effective process looks like at your dealership and the ripple effect it brings. Don’t miss the wit and wisdom from a seasoned industry professional.For more about David, visit his LinkedIn. Episode Breakdown0:00 - The automotive industry’s resiliency is evident again 5:57 - David’s view on 2025? Not like most dealers 13:04 - Digital retailing & investing in your people 18:58 - What is the biggest obstacle to growth for consolidators? 24:24 - What should dealers pay attention to this year? Liked this episode? Find our full episode library here.

April Simmons has worked in the automotive industry for nearly three decades. Her experience spans across the retail side of the dealership; with positions as Finance Manager, Retail Desk Manager, Internet Sales Director and now as Corporate Internet and Marketing Director at Horne Auto Group. April shares how the finance office shaped her career path, why she thinks 2025 is going to “be a foundational year,” and she discusses how dealers should be proactively looking at regulations from the FTC. Plus, don’t miss her thoughts on artificial intelligence and how dealerships can benefit from technology like Virtual F&I in the sales process.For more about April, visit her LinkedIn.Episode Breakdown 0:00 - April’s intense journey to NADA!2:56 - What’s happening at Horne Auto Group & training trends5:08 - FTC regulations7:14- How the finance office shaped her career10:46- 2025 is going to be a foundational year14:07 - Creating a seamless sales process25:10 - April’s industry predictions for the year aheadLiked this episode? Find our full episode library here.

Brian Kramer, EVP of Dealer Growth & Success at Cars Commerce and a former dealership General Manager, brings a wealth of industry experience (nearly 30 years!) to the podcast. Brian dives into key topics on dealership operations, data privacy, sales strategies, and vehicle trade-ins. He reflects on his career in retail automotive and shares what he misses most from those days, along with highlighting several interesting statistics from industry-disrupters like CarMax and Carvana. Plus, don’t miss the important trends that Brian is paying attention to this year.For more about Brian, visit his LinkedIn.0:00-Meet Brian! 3:50-What Brian misses about retail 6:12-Why NADA was important this year 7:38-What should dealers be looking at / Who has access to your data? 13:33-Data security tips for dealers 17:06-Why is the industry so afraid of price transparency? 18:59-Digital retail & in-store transactions Liked this episode? Find our full episode library here.

We had the honor of speaking with Rita Case, president and CEO of Rick Case Automotive Group and the largest female owned and operated dealer group in the nation with 12 stores operating in south Florida and Atlanta, Georgia. Rita shares about her incredible journey developing her personal brand in the industry as a female dealer; how she, along with her husband, built a well-known automotive company, and her top tips for running a successful dealership. From the importance of customer service and a centralized approach to operations to reducing turnover, her wealth of knowledge and experience in the industry runs deep. It’s no surprise that she was recognized as the TIME Dealer of the Year in 2024.Plus, we get a peek beneath the hat! Rita shares just how many hats she has, why she uses hats in her personal brand and more! For more about Rita Case, visit her LinkedIn.(00:00) - Meet Rita(07:40) - What made Rita want to stay in the industry(12:00) - Data and tech usage in the dealership(14:52) - Developing consistent dealership operations as your stores grow (21:06) - Rita's take on creating low talent turnover (24:35) - Should your kids work at your dealership? (29:05) - How to prepare for a new generation of car buyers(31:59) - Rita's best bets on 2025 profitability and vehicle sales(38:57) - The internet search we got totally wrong!(43:03) - Does Rita own 1,000 hats? Don't miss a surprise! Liked this episode? Find our full episode library here.

We caught up with Sam D’Arc, COO at Zeigler Automotive Group, a privately-owned dealer group with 78 franchises across 35 locations in Wisconsin, Illinois, Indiana and Michigan. Sam hosts two automotive podcasts – Driving Vision at Zeigler and Industry Spotlight from the Car Dealership Guy. On The Walk Around, Sam draws insight from his years of experience within the automotive industry and shares how Zeigler has transformed its operations process and grown its customer and employee base through podcasts and social media. Plus, he talks about EV demand in the Midwest and creating a better transition from online to in-store car buying for his customers.On hosting an automotive podcast at his dealer group:  “Customers today crave transparency. Our employees are a representation of the communities we live in – they’re soccer coaches, they’re moms, they’re dads, they’re kids, they’re uncles, they’re aunts. They have interests. By highlighting them through the podcast, social media posts... and just showing that life and things we’re working on, we’re able to connect. A lot of customers and in particular perspective employees come to us and [say] ‘I’ve listened to the podcasts, I’ve seen the social media posts, I love the organization, I see what you guys represent, and I align with it. I want to be a part of it’ either because I want to go to work with you or I want to buy a car.” For more about Sam, visit his LinkedIn. Liked this episode? Find our full episode library here.

Jonathan Smoke may have a positive outlook for the automotive industry in 2025, but what rate does he find toughest to predict? The Chief Economist at Cox Automotive stopped by our booth at NADA to share his thoughts and data behind buyer satisfaction, digital retail tools and why an adoption gap persists with dealers. He also discusses what the electric vehicle market share could look like this year. Plus, don’t miss the song DJ Smoke is designating for the auto market industry as a whole and one specifically just for dealers (they’re reflecting a happy vibe!). "I’ve been in multiple forums since I got here [NADA] and talked to some very senior principle [and] top people at dealership groups and the number one feedback I’ve gotten is ‘you’re not optimistic enough.” - Jonathan Smoke For more about Jonathan, visit his LinkedIn. Liked this episode? Find our full episode library here.

Eric Flow, COO at Flow Automotive Companies, has been in the industry since he was born, helping out his father and grandfather in their stores when he could. Working for an auto group that has more than 50 locations throughout North Carolina and Virgina is no easy feat, yet Eric shares how Flow Automotive works to stay progressive and develop customer loyalty at a deeper level. He also discusses his optimistic viewpoint on what the industry will look like in 2025, despite affordability and EVs challenges. You’ll also hear key advice on adopting new technologies and talent management at your dealership! “...We help somebody figure out how to afford a car so they can go see their mom in the nursing home....how to pick up kids from school on time. How to get to work on time....We enable transportation in people's lives so they can connect with friends and family and get to work and live their life and get to church and everything else....But the goal of all of this is to build relationships with customers so that they can live their lives the way they want to, and we can help them do that. You're going to sell a lot of cars.” - Eric Flow on The Walk Around podcast.For more about Eric, visit hisLinkedIn.Liked this episode? Find our full episode library here.

We’re bringing back another two-guest episode, and this is one you won’t want to miss, especially if you are an aspiring dealer! Perry Watson IV and Damon Lester, both of The National Association of Minority Automobile Dealers (NAMAD), discuss how the association is changing the lives of minorities within the automotive industry, what individuals who want to own a dealership can be doing, and more.NAMAD, founded in 1980, is an association that champions advocates for diversity and inclusion in all areas of the automotive industry. If you’ve never attended a NAMAD conference, Damon says the atmosphere is such that “you feel like you’re at a family reunion.”In this episode you’ll also hear: Optimistic insights as we head into the end of 2024 An inside look at becoming an automobile dealer How the NextGen initiative is supporting minorities aiming to be dealership owners Damon and Perry’s surprising pathways into the automotive industry Both guests strongly reiterate that everyone in the automotive industry is involved in the people and relationship business. A great reminder for us all!  Perry Watson IV has been the president of NAMAD since 2023 and is an award-winning business manager and DEI expert. His multifaceted career includes working in the neuroscience pharmaceutical field with Eli Lilly and Company as well as multiple leadership positions at dealerships and automotive software companies. He has achieved the #1 national ranking for New & Pre-Owned Sales Satisfaction and the Elite of Lexus Certification Award for 12 straight years.Damon Lester is the owner of Nissan of Bowie in Maryland. For two decades he served as the president of NAMAD where he helped approximately 300 minority entrepreneurs become owners of dealerships. Damon also cemented partnerships with 100% of domestic and international auto manufacturers (OEMs) and empowered diversity programs across their dealership network, employees, and suppliers and served as strategic advisor to their CEOs on policies and best practices. He has been featured in various media outlets like Automotive News, Black Enterprise Magazine, Ebony.com and NPR.Visit their LinkedIn profiles for more about Damon Lester & Perry Watson IV.Liked this episode? Find our full episode library here.

When you invest in your talent, your team becomes stronger, together. In this episode of The Walk Around podcast, we’re joined by Liza Borches, President and CEO of Carter Myers Automotive and Danelle Delgado, co-founder of training services, TeamEngage. Borches and Delgado’s automotive talent development partnership was born from a shared passion for growing and retaining female leadership in the industry. Listen in for their insights from working in automotive retail and the success that diverse perspectives can bring to everyone in a workplace. In this episode you’ll hear: The importance of developing female leaders in the automotive space How strengthening women makes men stronger too Investing in your team's leadership abilities to avoid turnover The power of establishing confidence and using your differences as an advantage How having a mentor can develop your skillset and more! Liza Borches is a fourth-generation automobile dealer, President and CEO of Carter Myers Automotive, with rooftops found across Virginia, West Virginia, North Carolina and soon Maryland. Originally founded in 1924, CMA has a rich history in the automotive space and currently represents 18 car brands with 3,000+ new and used vehicles in stock. Liza is passionate about making a difference by creating win-win solutions for customers, futures for associates and contributions to her communities.  Danelle Delgado is the co-founder of TeamEngage and is focused on delivering life-changing team training in service-based companies. She specializes in scaling human capital, personal achievement, team communication, sales strategies and results. Working alongside Liza, Danelle’s specialized training has expanded the CMA brand and helped drive opportunities for women in the field.  For more about Liza Borches and Danelle Delgado, visit their LinkedIn profiles.Liked this episode? Find our full episode library here.

In just under an hour, gain the insights you need to better market your dealership on social media, improve the physical experience for customers coming to your store and more. Mary Rice, Dealer Principal at Toyota of Greensboro, a leading dealership in North Carolina, joins our podcast and offers tons of actionable tips for dealers to improve their business. Plus, she shares her recommendations for women joining this industry and guidance for everyone looking to advance within automotive.In this episode you’ll hear: What led Mary to leave marine studies and join the automotive industry What her dealership did during the CDK Global outage and her advice to dealers Her best tips for women wanting to join the industry and how to stand apart at work How she is changing the game for her dealership through authentic social media videos – and how you can too! How revamping her dealership led to a greater customer experience (some guests even stay past their appointments because of the atmosphere!)  Mary Rice is a third-generation car dealer. She has over 15 years of experience in the automotive industry and has graduated from the National Automotive Dealer Association (NADA) Academy, a program that prepares the next generation of dealers for success. Before joining Toyota of Greensboro, Mary had a successful career in real estate sales, where she earned the Century 21 Centurion Award for five consecutive years. She leveraged her digital marketing and sales skills, which she acquired during her real estate career, to help Toyota of Greensboro increase sales. Mary is proud to be the Toyota approved dealer of record for the Greensboro Toyota dealership since 2020, and 2023 marks the 25th year Toyota of Greensboro has received the Toyota President’s Award.For more about Mary, visit her LinkedIn.Liked this episode? Find our full episode library here.