The Dealer Playbook

The AI hype is real, and every vendor at NADA claims to have the next big thing for your car dealership. But as you consider integrating new tools, are you truly solving problems or just inviting new ones? The promise of AI in automotive retail is vast, yet without a strategic approach and "human in the loop," the technology can quickly become a costly distraction.
In this episode, you’ll discover:
Why generic AI solutions often fail to deliver real ROI in a dealership setting.
How to identify and choose AI tools that provide actionable data instead of just affirming biases.
The critical role of "organic intelligence" in leveraging AI to move more metal and improve fixed ops.
Strategies for avoiding common technological pitfalls that lead to change management nightmares.
Mackenzie Wiltrout, VP of Innovation at Stream Companies, shares her expert perspective on finding impactful AI that genuinely drives dealer growth.
Follow The Dealer Playbook so you never miss an episode.
Timestamps:
00:00 Intro
01:11 AI Hype Versus Impact
03:14 Proof And ROI Data
05:59 Humans In The Loop
07:57 Bias And Obliging Chatbots
11:03 Stream Vision Orange OS
13:25 Data Vacuum Dangers
16:17 Outro

AI is rapidly changing the automotive retail landscape. The question isn't whether it will impact your car dealership, but how to leverage it without alienating your customers. Are you ready to integrate AI in a way that amplifies, rather than diminishes, human connection and trust?
In this episode, you will learn:
Why 90% of consumers still prefer human interaction even while using AI.
How to use AI to drive "auto un-intenders" – high-value customers who aren't actively shopping – to your store.
The critical role of brand health in retaining loyal customers and avoiding the "race to the bottom" on pricing.
Practical strategies to make your dealership more accessible to your target audience using audio channels.
Joey Zanetis, Executive Vice President at iHeart Media Automotive, shares insights from extensive consumer studies on bridging the gap between cutting-edge AI and the timeless need for human connection in sales.
Timestamps
00:00 Intro
00:53 Guaranteed Human Explained
04:00 Redefining Smart in AI
06:48 Human vs Machine Trust
08:00 Influencers and Honest Reviews
11:01 Brand Health and Trust
15:32 Cross Platform Audio Strategy
20:18 Auto Unintenders and Profit
22:36 Podcast Outro

Is your dealership losing customers you thought were gone for good? Every automotive professional knows the sting of a "lost" sale, but what if those defections weren't permanent goodbyes, but instead, opportunities for powerful comebacks through fixed operations?
In this episode, Kristine Lentz, Product Operations Manager at Urban Science, reveals how using precise data can transform your view of customer defection from a failure to a strategic advantage.
What you will get from this episode:
Understand why traditional "defection" metrics might be leading you astray.
Discover how leveraging sales data can pinpoint exactly why and when customers leave.
Learn how to use fixed ops as a potent reactivation tool for "lost" customers.
Redefine your follow-up strategies to recapture customers and build lasting relationships.
Strategically deploy AI in your sales process to close crucial gaps.
Kristine Lentz is the Product Operations Manager at Urban Science, bringing years of expertise in leveraging data to drive actionable insights and improve dealer performance.
Follow The Dealer Playbook so you never miss an episode.

Timestamps
00:00 Intro
00:42 Defection Defined
02:43 Finding the Leak
04:35 Days to Sale Insights
05:32 AI as a Partner
07:26 Empathy Still Matters
08:57 Facing the Fear
10:26 Stop Chasing Sold Leads
10:59 Service Reactivation Play
12:31 Data Plus Human Response
13:55 Outro

Matt Lasher pulls back the curtain on one of the most expensive and preventable problems in automotive retail. The moment a customer falls in love with a car, spends five hours at the dealership, and then the deal collapses in finance because nobody asked the right questions early enough.
In This Episode
What the great train wreck actually is and why it is happening at every dealership every single day
How the affordability crisis is creating a tidal wave that dealers need to start preparing for now
Why lenders and dealers are like Mars and Venus and what it costs everyone when that gap stays open
The hidden bias toward customers with credit challenges and why 40% of consumers have a credit score of 680 or less
Why empathy is not just a soft skill in automotive retail but a business strategy
How technology should be used to enhance human connection rather than skip over the people that make the deal happen
Matt's perspective on why dealers are resilient and why this crisis is no different from every other one they have survived
About Matt Lasher
Matt Lasher is President at Streamline Auto and a people first advocate in automotive retail. With a background rooted in dealership operations, Matt now sits at the intersection of auto fintech and the dealer lender relationship, working to make it easier for dealers to serve every customer that walks through their door.
Key Quotes
"The great train wreck happens not because we want it to but because sometimes there is just a lack of information at the point that they need it."
"40% of consumers have a credit score of 680 or less. If you are not thinking about the affordability problem you are just servicing the people that have buckets of cash."
"Dealers are resilient. There is just no stopping the dealer."
Resources and Links
Connect with Matt Lasher on LinkedIn
Learn more about Streamline at streamline.auto
Subscribe to The Dealer Playbook newsletter at thedealerplaybook.com
Join the Dealer Playbook community for more conversations that matter
Take Action
If this episode hit home, do two things. First, subscribe to The Dealer Playbook wherever you listen so you don't miss the next one. Second, leave a review. It helps other dealers find these conversations when they need them most.

Timestamps
00:00 Intro
00:48 Dealer to Vendor Shift
02:17 Affordability Train Wreck
04:26 Time Kills Deals
05:50 Lenders vs Dealers Gap
08:58 Tech With People First
11:32 Empathy for Buyers
15:21 Blind Spots in Credit
16:38 Connect and Wrap Up
17:22 Outro

What if the reason your marketing isn’t driving growth… is because it was never invited into the strategy conversation in the first place?
That question sits at the heart of this conversation with my good friend Ashley Cavazos, Digital Performance Consultant and Moderator at NCM Associates. We recorded this one live from the NADA show floor in Las Vegas, and within minutes we were digging into something I see happening in dealerships all the time.
Leaders expect marketing to deliver results.
But marketing often isn’t sitting in the room when the decisions that shape those results are made.
In this episode, Ashley and I talk about why that disconnect still exists and what has to change if dealerships want marketing to actually drive growth instead of constantly cleaning up problems after the fact.
Timestamps
00:00 Intro
00:47 Why Marketers Need Seats
03:39 Inventory Firefighting Reality
04:06 Connecting Teams And Journey
06:22 Plan For Failure Points
08:04 Process Before Mindset
08:28 Alignment Beats AI Hype
10:37 Leadership And KPI Clarity
12:12 Advocating With Data Proof
13:18 Contact Info And Closing