Ep. 657 - Human First, AI Fast: The New Sales Formula, with Kyle Mountsier
In this episode I’m hanging out in person with my good friend Kyle Mountsier—COO at ASOTU (Automotive State of the Union), we talk about everything from AI implementation in dealerships to the real reason human connection is the most valuable currency in retail auto.We’re recording this one in person from New York City, floor-sitting style (yep, you read that right)—and it’s one of the most candid, dynamic convos I’ve had.We dive into:How to responsibly integrate AI into your dealership without breaking trust or compliance.Why most dealers are thinking about AI all wrong—and what to do instead.The importance of internal GPT models and why uploading your P&Ls might be the smartest move you make this year.The shift from hours worked → problems solved, and what that means for your business.Why connection is the real ROI (and always has been).A sneak peek at ASOTUCON and why it’s more than just another auto event—it’s where the others gather.There’s a lot of noise out there about AI, digital retail, and operational efficiency—but very few voices are cutting through with the clarity, care, and conviction that Kyle brings to the table.If you’ve ever wondered how to blend emerging tech with real human moments in the dealership, this conversation will give you clarity (and maybe even a few goosebumps).Grab your ASOTUCON tickets here: https://www.asotucon.com/ - - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook
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Ep. 656 - Avoid This Mistake, Unlock Customer Loyalty, with Christine Mitchell
In this episode, my guest is Christine Mitchell—aka The Car Lady— founder of The Car Lady Canada, and we talk about what it really takes to build dealership loyalty, elevate women in automotive, and create a culture that actually sticks.Christine’s been in the car business since she was 16—and what started as a gig in the lube lane turned into a national movement that’s helping dealers across the country retain customers and talent.We talk about:Why most “women in automotive” conversations are missing the mark—and what needs to happen insteadThe real ROI behind Know Your Car Night (87% retention)How to create dealership culture that isn’t just pizza Fridays but real leadership from the ground upThe surprising power of post-sale follow-up that doesn’t involve a birthday email or another push notificationWhy empowering the receptionist might be the smartest move you make this yearChristine dropped a line that really stuck with me:“The diamonds are in your store. You just have to harvest them.”If you’ve ever said “we want to improve our culture” or “we need more loyalty” or “we want more women on our team”—this is your playbook.It’s not about checking boxes. It’s about building something better—together. - - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook
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Ep. 655 - How to create a Culture that delivers the Brand Promise, with Edwin Frizzell
In this episode, my guest is Edwin Frizzell, Regional Vice President and General Manager at the legendary Fairmont Royal York, and we’re talking about what it really takes to create unforgettable guest experiences, build strong internal culture, and lead with purpose in fast-paced, high-expectation environments.Edwin shared a real-world example of how a single gesture at a car dealership completely changed his perception—and potentially his buying decision.“I’m actually considering buying a car from a dealership out of town—not because of the brand, but because one entry-level employee made me feel seen and valued. That one moment of connection changed everything.”Let that sink in. A single moment. A small gesture. Not the fancy showroom, not the logo on the building—but a human interaction.And that’s exactly what we unpack in this episode, we dig into: How to turn everyday interactions into powerful emotional connections Why Mary in the laundry room is just as important as any executive (and why Edwin knows her by name) The importance of brand promises—and how to activate them through your people What automotive dealers can learn from hospitality pros when it comes to service that sticksIf you're in the auto industry and you want to know what today's customer really values, this is something you can't afford to miss. - - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook
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Ep. 654 - What the Top 1% of Dealers Are Doing Differently on Social Media, With Miranda Pyette
In this episode, my guest is Miranda Pyette, founder of Purpose Automotive and one of the sharpest minds in the game when it comes to dealership social strategy.She’s been in the trenches. From hustling newspaper ads to helping dealers make the massive leap from print to digital. Now, she’s leading a powerhouse team of women helping dealerships across Canada crush it on platforms like TikTok, Instagram, Facebook, and more.In this episode, we unpack:How dealers can stop getting crushed by “vanity metrics” and start crafting a social presence that actually drives results.Why every platform isn’t created equal (and how to tailor your strategy without burning out your team).What big brands are doing right—and how you can localize it to win in your own market.The exact moment when social becomes more than “clicking post” and turns into real brand-building.If you're a dealership leader wondering, “Where do we even start with social?” or “How do I get my team on board without overwhelming them?”—this episode is your blueprint.So whether you’re deep into your content game or still stuck in 2012 with a drone video and a dusty Facebook page—hit play. - - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook
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Ep. 653 - The Hidden Influence of Retail Spaces on Customer Behavior, with Omar Gandhi
In this episode, my guest is Omar Gandhi, founder of Omar Gandhi Architects (OG) and the architectural genius behind Audi Haus.Omar’s firm, Omar Gandhi Architects, has built a reputation for creating spaces that do more than just exist—they make people feel something. And as it turns out, when people feel something, they’re more likely to engage, connect, and even buy.In this episode, we talk about the power of intentional design and how Omar, the brilliant architect behind Audi Haus shares insights on how design isn’t just about aesthetics—it’s about business, customer psychology, and ultimately, ROI.We get into: How retail spaces (not just products) can shape customer perception and influence buying decisions The ROI of great design—why creating the right environment can make or break a brand’s impact The wild ride of Omar’s career—from losing his job to building one of Canada’s most respected architecture firms Why saying yes to the smallest projects early on led to massive opportunities later And the secret sauce behind Audi Haus—how a single space can shift someone’s entire experience with a brandThis episode is packed with real-world insights that go way beyond architecture. Whether you’re in retail, marketing, or just someone who loves a great underdog story, there’s something here for you.- - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook
The Dealer Playbook is the top-rated podcast for automotive professionals who want to dominate the retail industry. Hosted by Michael Cirillo, this show delivers expert interviews, proven strategies, and actionable insights to help you sell more cars, lead stronger teams, and grow thriving dealerships. Whether you work in sales, service, F&I, marketing, or management, you’ll gain the tools and confidence to excel in a rapidly evolving market.Join thousands of listeners every week who trust The Dealer Playbook as their go-to resource for career growth and dealership success. Subscribe now and unlock the secrets to staying ahead in the fast-paced world of retail automotive.
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