The Dealer Playbook

Your sales department works hard to earn the first purchase. But how much thought goes into making sure that customer returns for their first oil change, their next repair, and eventually their next vehicle?
Michael Cirillo sits down with Paul Dosescu to unpack an overlooked dealership operating problem: the disconnect between selling a vehicle and keeping the customer throughout the ownership experience.
Paul works with dealerships on service advisor training, customer communication, and fixed operations performance. And with independent repair shops competing aggressively for dealership service customers, he believes the way stores handle everyday interactions deserves far more attention.
One of Paul's most useful observations is that service advisors cannot control every delay in the shop, but they can control how well they keep customers informed.
The conversation also examines why sales and fixed operations need to take shared responsibility for the same customer, especially when their next purchase may still be years away.
Michael's takeaway: The first sale gets a customer into your dealership. What happens after delivery determines how many more opportunities you get to earn their business.
Timestamps
(00:00) Educate Not Sell
(00:58) Sponsor Break E
(01:51) Service Boom Outlook
(03:36) Break Down Silos
(07:45) Advisors Influence Ethically
(11:53) Quick Service Touchpoints
(15:27) Tour And Handoff To Service
(20:37) Culture And What We Tolerate
(22:39) Mobile Service Future
(25:49) Five Year Winning Formula
(26:12) Connect And Wrap Up
(26:41) Podcast Outro

How many salespeople at your dealership know they should be creating content but keep finding reasons to put it off?
They don't know what to post. They don't like being on camera. They're worried about looking stupid. Or they spend so much time trying to make the perfect video that nothing ever gets published.
Raffi Moosh (Raffi Mouchmouchian) knows that hesitation firsthand. A former Dodge dealership salesperson turned social media creator, Rafi built an Instagram following of nearly 550,000 people and now helps dealerships create content of their own.
But his growth didn't happen because every video was perfectly planned.
During an unexpected 30-day break from his dealership job, Rafi focused on creating and posting consistently. His audience more than tripled, eventually giving him the confidence to pursue content creation full-time.
In this conversation, Michael Cirillo asks Raffi what dealership owners, managers, and salespeople can learn from that experience.
And if you're trying to get more of your sales team involved in creating content, his advice is surprisingly simple.
Connect with Raffi: Follow or DM @raffimoosh on social media. Raffi says he personally responds to as many messages as possible.
Michael's takeaway: Stop waiting for your salespeople to become great on camera before encouraging them to post. Give them a starting point, let their personalities come through, and help them get comfortable by actually doing it.
Timestamps
(00:00) Intro
(01:00) Show Support Break
(04:01) Leaving the Dealership
(05:27) Sales vs. Camera Fear
(09:27) Find Your Own Style
(12:35) Simple Content Formula
(15:25) Cross-Posting Strategy
(19:30) OEM Concerns and Honesty
(23:42) Key Takeaways and Connect
(25:25) Outro and Subscribe

The vendor hype machine has dealers buying AI SEO, GEO and AI visibility on faith. Brooke Furniss shows you what to verify before you write the next check.
Every few months there’s another marketing acronym dealers are told they need to understand. And with each new term comes another vendor promising to get your store ahead.
Brooke Furniss, founder of BZ Consultants Group and host of Facts Not Feelings, joins Michael Cirillo to break down what she’s seeing firsthand on calls with dealers and vendors.
She’s watched dealerships get pitched overnight rankings, 50 AI-generated pages a day, and AI visibility tools that can’t tell a shopper in Chicago from one in Naperville. Her concern is that too many stores are signing before anyone checks what these products actually deliver. And if your SEO was weak before AI showed up, a new tool on top is a Band-Aid on a bullet hole.
Here’s what you’ll take away:
The red flags in an AI SEO pitch, from guaranteed overnight rankings to content volume that invites a Google penalty
The questions that expose a white-labeled AI visibility tool, starting with whether it can read local intent
A schema check you can run yourself on any page your provider says they’ve optimized
The Google Search Console click-through benchmark Brooke uses in automotive, and what a low number says about your agency
Why more AI content does little for your rankings while your Google Business Profile, reviews and listings still need work
Michael and Brooke also get into why experienced operators fall for the fear-of-missing-out trap, and what happens when the pressure to move faster starts deciding where the dealership’s money goes.
Subscribe to The Dealer Playbook for more conversations with operators doing interesting things in retail automotive.
Takeaway: Before the next AI contract gets signed, make them show you the schema, the Search Console data, and exactly where their numbers come from. Facts, not feelings.Timestamps
(00:00) Why Hype Matters
(00:43) Show Support and Free Book
(03:05) Snake Oil in AEO GEO
(04:47) AI Visibility Tool Myths
(08:40) AI Content Versus Slop
(12:54) Fast Cheap Versus Right
(16:17) One Meeting Hype Test
(21:20) Why Wallets Open for Hype
(22:49) Buzzwords and Echo Chambers
(24:33) Connect and Closing

Could your dealership be missing out on 50 additional car sales every month?
Luke Godwin, a third-generation car dealer, founder of Godwin Consulting Group, and co-host of the Independent Dealer Podcast, believes many franchise dealers are overlooking an opportunity sitting right inside their existing operations.
Luke has managed a buy here, pay here business with over 900 customer accounts. And he's convinced that some of the customers franchise dealers turn away because of financing challenges could represent an entirely new source of business.
Think about it. Your dealership spends money attracting customers, works to get them approved, and sometimes loses the sale when traditional financing falls through.
What if you had another way to serve those buyers?
Michael Cirillo sits down with Luke to unpack why franchise dealers should consider a separate buy here, pay here operation, what it takes to make one profitable, and the expensive mistakes that can come with getting it wrong.
The takeaway: Before spending more money trying to bring new customers through your doors, take a closer look at the opportunities your dealership might already be letting walk away.
Connect with Luke Godwin:
https://godwinconsultinggroup.com
Find him on LinkedIn and Facebook, or listen to the Independent Dealer Podcast.
Timestamps
(00:00) Who Can Run BHPH
(01:00) Show Support Plug
(03:39) Why Franchise Add BHPH
(06:58) Hiring The Right GM
(08:22) Three Gen Origin Story
(12:26) Hunker Down Strategy
(15:05) Community Marketing
(19:30) Collections And Repos
(21:59) Empathy Without Abuse
(23:45) Early Mistakes Fixes
(25:01) Ancillaries Reinsurance
(26:13) Consulting And Wrap Up
(26:46) Final Outro

This is one of those episodes where you'll want to pull up your own website halfway through.
Michael sits down with his neighbor, Wade of Kerzie.ai, to talk about why AI keeps skipping right past dealership websites. Wade's been tracking how fast search is shifting. A year ago, 6% of people were using ChatGPT to search. Now it's 45%. When one of those people asks ChatGPT to find them a vehicle, AI doesn't read your homepage. It looks for a page written specifically for it. If that page isn't there, it pieces together an answer from older information, and that's when your hours and your inventory come back wrong.
Wade walks through his front cover, back cover way of thinking about it, a simple test you can run on your site in under a minute, and how his team keeps a dealer's inventory current for AI every single day. If you're stuck on an OEM-mandated website platform, he's got good news for you there too.
Connect with Wade at Kerzie.ai. His calendar and email are both there.
Michael's takeaway: We spent twenty years learning how to get found by Google. This round is faster and cheaper to adapt to, but only for the dealers who actually do it.
Timestamps
(00:00) AI Findability Matters
(01:26) Podcast Sponsor Break
(02:52) AI Upside For Dealers
(05:15) Search Shift To ChatGPT
(09:46) Structure Beats Content
(11:26) Inventory Data For AI
(12:36) Author Your AI Profile
(20:18) Future Of Websites
(25:18) Human Value And Upskilling
(29:17) Wrap Up And Contact
(29:43) Final Outro