- 33 minutes 32 seconds"Driving Past You!" The Hidden Reason Your Best Customers Defect to Jiffy Lube | Industry Spotlight
In this episode of the Industry Spotlight, joining host Sam D'Arc are Art Dessein, Vice President of Sales at Impel, and Rebekah Scheussler, Business Development Director at Walters Auto Group to discuss why luxury dealers are quietly losing service customers to independent shops and how AI is rebuilding the personalized experience at scale across both sales and service.
This conversation surfaces the silent retention leak inside fixed operations: a nine-minute average service hold time, an 80% abandonment rate on the online service scheduler, and 190,000 independent shops siphoning loyal owners away.
Walters has run 107,000 leads and over 600,000 messages through Impel, lifted per-rep capacity from 200 leads to 300-400, watched show rates climb, and seen days to sale drop.
Customers are even thanking the AI agent for the best service experience they have ever had, without knowing it isn't human. The takeaway for any dealer on the fence: it isn't if, it's how fast.
This episode of the Car Dealership Guy Podcast is brought to you by Impel.
Topics:
03:15 200 Leads Per Agent.
05:40 The Overnight Lead Problem.
08:00 The 9-Minute Hold Time.
09:20 Will AI Replace Me?
13:20 The Better The Tech, The Worse The Support.
17:55 Why Zach Travels (My Son's Secret).
19:10 Why Set It And Forget It Fails.
20:05 107,000 Leads Handled.
21:00 The 10-Person Savings.
23:00 27% Repeat Purchase Rate.
25:10 When Customers Thank The AI.
32:55 Something Doesn't Have To Be Broken.
GetImpel - Dealers are caught between rising customer expectations and the math of meeting them without staffing every problem. Impel's AI Operating System unifies the entire customer lifecycle — sales, service, voice, chat, marketing, merchandising — engaging, qualifying, and scheduling every shopper and customer in seconds, in the dealer's brand voice, at unlimited scale. The human team focuses on what builds loyalty: the relationships. Visit https://impel.ai/ to learn more and experience the power of Impel.
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21 May 2026, 9:05 am - 59 minutes 52 secondsPortaluppi on F&I Pay Plans, Fusco on Pricing Transparency, Crain on Video MPI | Daily Dealer Live
Today's show features:
- Christian Crain, VP of Operations at Crain Automotive
- Doug Fusco, Managing Partner, Dealer Compliance at Informativ
- Leo Portaluppi, Owner/CEO at P4 Automotive
This episode is brought to you by:
Zurich – Zurich helps dealers operate with clarity, confidence and certainty — driving stronger performance today while protecting long‑term value. From proven F&I processes and insights‑driven training to income‑generating programs, profit participation, and risk management solutions, Zurich is built to help dealers win now — and build for what’s next. Discover more at: https://carguymedia.com/4wxv8dz
Informativ – Informativ's SmartPencil gives dealers a credit-qualified, lender-specific first pencil the moment a soft pull returns -- VIN-level accurate, optimized for both consumer payment and dealer profit. It eliminates the guesswork that costs deals and speeds up the sales process. See how it works at https://informativ.com/
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Everything else ➤ dealershipguy.com
20 May 2026, 7:16 pm - 58 minutes 8 seconds“It'll Eat You Alive!” Turning Tragedy Into a Billion-Dollar Dealership Group (And the Lessons Learned Along the Way) | Corina Straub Diehl, CEO and President at Diehl Automotive Group
Today I'm joined by Corina Straub Diehl, CEO and President at Diehl Automotive Group.
After the sudden loss of her husband in 2007, Corina ignored advice to sell the business and instead scaled it into a 24-store powerhouse generating over a billion dollars in revenue.
This conversation breaks down her "rebel" leadership style, her aggressive 5-year ROI acquisition strategy, and why she views collision centers as the ultimate customer retention tool.
This episode is brought to you by:
1. Openlane - If you’ve never used OPENLANE before, or it’s been a while since you have, you’re eligible to earn up to $2,500 in buy or sale fee credits. Learn more @ here.
2. Autovision - If you’re looking for ways to improve turn rates, reduce bottlenecks, and gain a clearer picture of your inventory strategy, check out AutoVision's suite of solutions. Visit @ here.
3. CDG Circles – A digital peer group for top auto dealers. Private dealer chats. Vendor reviews. Real insights — confidential, compliant, no travel required. Join dealers representing 3,000+ rooftops @ here.
Check out Car Dealership Guy’s stuff:
For dealers:
CDG Circles ➤ https://cdgcircles.com/
Industry job board ➤ http://jobs.dealershipguy.com
Dealership recruiting ➤ http://www.cdgrecruiting.com
Fix your dealership’s social media ➤ http://www.trynomad.co
Request to be a podcast guest ➤ http://www.cdgguest.com
For industry vendors:
Advertise with Car Dealership Guy ➤ http://www.cdgpartner.com
Industry job board ➤ http://jobs.dealershipguy.com
Request to be a podcast guest ➤ http://www.cdgguest.com
Topics:
01:35 The Hermetically Sealed US Auto Market.
02:00 The Franchise Corinna Calls Her Ugly Stepchild.
06:15 The 5-Year ROI Rule That Built An Empire.
13:45 The Husband's Final Warning She Ignored.
21:00 Why She Still Shops At Target.
23:40 The 300-Email Hack Every Executive Needs.
28:30 The Customer Email That Terrifies Her Team.
31:45 The GM Who Stole From A Widow.
39:45 The 20x Multiple She Refuses To Pay.
55:15 The Old-School Fraud She Still Catches.
Car Dealership Guy Socials:
Everything else ➤ dealershipguy.com
19 May 2026, 9:05 am - 1 hour 3 minutesHudson on Agent-to-Agent Sale, Perine on Titles, Simons on Used | Daily Dealer Live
Today's show features:
- Chris Hudson, GM at Mark Miller Subaru
- Lee Perine, VP of Partnerships at YASSI
- Scott Simons, Dealer Principal at Simons Chevrolet GMC
This episode is brought to you by:
Zurich – Zurich helps dealers operate with clarity, confidence and certainty — driving stronger performance today while protecting long‑term value. From proven F&I processes and insights‑driven training to income‑generating programs, profit participation, and risk management solutions, Zurich is built to help dealers win now — and build for what’s next. Discover more at: https://carguymedia.com/4wxv8dz
YASSI – Yassi is a national vehicle verification platform that gives dealers a single source of truth for real-time lien, title, and registration data. When a dealer runs a VIN, they see active liens, title brands, DMV holds, and registration stops as they exist right now, pulled directly from state and federal databases, not aggregated data from the last refresh. No contracts, no monthly fees, no minimums. Visit Yassi.com to learn more or email [email protected] to get started.
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CDG Circles ➤ https://cdgcircles.com/
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Everything else ➤ dealershipguy.com
18 May 2026, 6:22 pm - 1 hour 8 minutesFixed Ops Friday w/ Scott Morrison, Dave Thomas, & Richard Lupo | Daily Dealer Live
Today's show features:
- Scott Morrison, Fixed Operations Director at Mercedes Benz of Hampton - Dave Thomas, Director, Content Marketing at CDK Global
- Richard Lupo, Fixed Operations Director at Apple Tree Honda and Acura
This episode is brought to you by:
Uber For Business – Not every service customer needs a loaner. Uber for Business gives your dealership a lower-cost courtesy ride option for customers whose vehicles are in the shop. Same convenience, less overhead. Book a demo and they’ll buy you lunch with an Uber Eats gift card. Visit https://businesses.uber.com/CDG to get started.
CDK Global – CDK Global empowers dealers with the tools and technology they need to build deeper relationships with customers and sell and service more cars. Visit https://www.cdkglobal.com/
Check out Car Dealership Guy’s stuff:
CDG Circles ➤ https://cdgcircles.com/
CDG News ➤ https://news.dealershipguy.com/
CDG Jobs ➤ https://jobs.dealershipguy.com/
CDG Recruiting ➤ https://www.cdgrecruiting.com/
My Socials:
X ➤ https://www.twitter.com/GuyDealership
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Everything else ➤ dealershipguy.com
18 May 2026, 6:09 pm - 32 minutes 6 secondsWhy Dealers Are "Guilty Until Proven Innocent" For Credit Card Chargebacks | Industry Spotlight
In this episode of the Industry Spotlight, joining host Sam D’Arc are Nathan Johns, CFO of Smith Auto Group, and Justin Feist, President of Auto Dealer Payments, to discuss how credit card processing is the "last frontier" of dealership expense management, yet most CFOs struggle to decipher their 20-page monthly statements.
This conversation pulls back the curtain on how processors use "price creep" to erode margins and why dealerships are structurally disadvantaged in the world of chargebacks.
We break down how to audit your effective rate and implement a defense strategy to reclaim lost profit without selling a single extra car.
This episode of the Car Dealership Guy Podcast is brought to you by Auto Dealer Payments.
Auto Dealer Payments - Auto Dealer Payments exclusively works with automotive dealerships, providing simple, transparent, and best-in-class support for payment processing. Visit @ here for more information and to schedule a meeting.
Check out Car Dealership Guy’s stuff:
For dealers:
CDG Circles ➤ https://cdgcircles.com/
Industry job board ➤ http://jobs.dealershipguy.com
Dealership recruiting ➤ http://www.cdgrecruiting.com
Fix your dealership’s social media ➤ http://www.trynomad.co
Request to be a podcast guest ➤ http://www.cdgguest.com
For industry vendors:
Advertise with Car Dealership Guy ➤ http://www.cdgpartner.com
Industry job board ➤ http://jobs.dealershipguy.com
Request to be a podcast guest ➤ http://www.cdgguest.com
Topics:
04:20 Why Credit Card Processing Never Gets Audited.
05:40 The 20-Page Statement Nobody Reads.
06:05 Why Your Processor Only Lowers Rates When You Leave.
07:10 The Line Item That Made Justin Investigate.
08:00 Why Dealerships End Up In 1-800 Support Hell.
09:30 The “Local Relationship” Costing You Thousands.
11:45 Why Chargebacks Hit Service Departments Hardest.
12:45 Guilty Until Proven Innocent.
14:40 The 20% Win Rate That Can Jump To 80%.
16:00 The $5,000 Monthly Chargeback Exposure.
18:40 Why Your Processor Raises Rates Twice A Year.
24:30 The $21,000 Per Million Hidden Cost.
Car Dealership Guy Socials:
Everything else ➤ dealershipguy.com
16 May 2026, 9:05 am - 42 minutes 18 seconds"Stop Guessing on Used Cars" – How Data is Killing the "Art" of the Appraisal | Industry Spotlight
In this episode of the Industry Spotlight, joining host Sam D’Arc are Dennis Gingrich, Sales and Finance Director at the Niello Company, and George Chamoun, CEO of ACV Auctions to discuss the shift from gut-based appraisals to VIN-specific data science and how Niello Company exploded their lead volume by democratizing trade-in values.
George breaks down why traditional inventory management is dying and how automated service drive inspections are uncovering hidden $8,000 mistakes before they hit the books.
This conversation highlights the tension between "the artist" manager and the machine, proving that transparency is the ultimate tool for dealer retention.
This episode of the Car Dealership Guy Podcast is brought to you by ACV Auctions.
ACVAuctions - ACV is on a mission to transform the automotive industry by building the most trusted and efficient digital marketplaces and data solutions for sourcing, selling, and managing used vehicles with transparency and comprehensive insights that were once unimaginable. ACV offerings include ACV Auctions, ACV Transportation, ACV Capital, MAX Digital, True360, and ClearCar. For more information about ACV, visit @ here.
Check out Car Dealership Guy’s stuff:
For dealers:
CDG Circles ➤ https://cdgcircles.com/
Industry job board ➤ http://jobs.dealershipguy.com
Dealership recruiting ➤ http://www.cdgrecruiting.com
Fix your dealership’s social media ➤ http://www.trynomad.co
Request to be a podcast guest ➤ http://www.cdgguest.com
For industry vendors:
Advertise with Car Dealership Guy ➤ http://www.cdgpartner.com
Industry job board ➤ http://jobs.dealershipguy.com
Request to be a podcast guest ➤ http://www.cdgguest.com
Topics:
03:25 The Tire That Broke the Old Way.
05:30 How Buying Leads Made Niello Compete Against Itself.
07:50 Why Your BMW Quote Should Match Buffalo's.
08:10 The Closing Rate That Made Dennis Switch.
12:05 Predicting Trade Value Within $100.
14:30 Why Your Gut Is Costing You Thousands.
19:55 The $8,000 Mistake Viper Caught.
21:00 600 Leads in Two Months vs. 1,299 in Twelve.
22:00 Why Inventory Management Software Is Dying.
29:00 The Guarantee That Proves ACV's Data.
38:30 Why Your Best Salespeople Should Stop Pricing Cars.
Car Dealership Guy Socials:
Everything else ➤ dealershipguy.com
14 May 2026, 9:05 am - 1 hour 1 minuteHurst on Career Growth, Crowell on Transparent Ads, Dobbs on Compliance | Daily Dealer Live
Today's show features:
- Harold Hurst, COO of Purdy Group USA
- Adam Crowell, Chief Legal & Strategy Officer at KPA
- Seth Dobbs, Co-Chair of National Automotive Practice at FOX ROTHSCHILD LLP
This episode is brought to you by:
Uber For Business – Not every service customer needs a loaner. Uber for Business gives your dealership a lower-cost courtesy ride option for customers whose vehicles are in the shop. Same convenience, less overhead. Book a demo and they’ll buy you lunch with an Uber Eats gift card. Visit https://businesses.uber.com/CDG to get started.
KPA – KPA is the leading provider of compliance solutions in the auto industry, with a unique mix of innovative software, a national network of expert consultants, and award winning training and content. Visit https://kpa.io/ to schedule your demo.
Check out Car Dealership Guy’s stuff:
CDG Circles ➤ https://cdgcircles.com/
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CDG Jobs ➤ https://jobs.dealershipguy.com/
CDG Recruiting ➤ https://www.cdgrecruiting.com/
My Socials:
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13 May 2026, 6:17 pm - 58 minutes 19 seconds“Hermetically Sealed!” Why This Senator Is Planning to Ban Chinese Cars (And How it Might Save America) | Sen. Bernie Moreno
Today, I'm joined by Sen. Bernie Moreno to discuss his legislative plan to "hermetically seal" the US market from Chinese vehicles to protect national security and dealer valuations.
We dive into the $400 billion cost of the EV transition, the "Common Sense" way to handle FTC pricing compliance, and why the US needs to return to building sub-$25,000 affordable cars.
This episode is brought to you by:
Interested in supporting Sen. Moreno? Visit https://secure.winred.com/team-moreno/hddonate to learn more
1. Podium - Podium helps dealers consolidate sales, service, messaging, and voice into one connected system that actually runs the work. If your AI isn’t driving real outcomes, it’s time to take a closer look @ here.
2. CDK Global - The CDK Dealership Xperience Platform unifies your operations with AI-driven tools built to grow with you. Visit @ here.
3. CDG Circles – A digital peer group for top auto dealers. Private dealer chats. Vendor reviews. Real insights — confidential, compliant, no travel required. Join dealers representing 3,000+ rooftops @ here.
Check out Car Dealership Guy’s stuff:
For dealers:
CDG Circles ➤ https://cdgcircles.com/
Industry job board ➤ http://jobs.dealershipguy.com
Dealership recruiting ➤ http://www.cdgrecruiting.com
Fix your dealership’s social media ➤ http://www.trynomad.co
Request to be a podcast guest ➤ http://www.cdgguest.com
For industry vendors:
Advertise with Car Dealership Guy ➤ http://www.cdgpartner.com
Industry job board ➤ http://jobs.dealershipguy.com
Request to be a podcast guest ➤ http://www.cdgguest.com
Topics:
01:35 The Hermetically Sealed US Auto Market.
02:00 Predator, Not Competitor.
03:45 Your BYD Is Filming Air Force Bases.
07:00 Canada's Regret Incoming.
08:05 Washington Finally Stops Playing Whac-A-Mole.
14:50 The 92-Brand Graveyard.
18:30 The $400 Billion EV Bust.
19:40 Ford's Model T Relaunch Is Real.
23:50 The FTC Crackdown Dealers Love.
32:45 The Mom Test Every Ad Fails.
37:00 Your Tariff Refund? Not For You.
48:00 The One Question That Closes Trust.
Car Dealership Guy Socials:
Everything else ➤ dealershipguy.com
12 May 2026, 9:05 am - 1 hour 9 minutesWalton on Rural Dealerships, Zombo on Reconditioning Clock, Cain on AI in F&I | Daily Dealer Live
Today's show features:
- Lee Walton, Dealer Principal & Vice President at Bob Allen Ford-Ottawa
- Frank Zombo, VP of Sales at Auto Hauler Exchange
- Marion Cain, Founder of ACE™
This episode is brought to you by:
Uber For Business – Not every service customer needs a loaner. Uber for Business gives your dealership a lower-cost courtesy ride option for customers whose vehicles are in the shop. Same convenience, less overhead. Book a demo and they’ll buy you lunch with an Uber Eats gift card. Visit https://businesses.uber.com/CDG to get started.
Auto Hauler Exchange – Auto Hauler Exchange is the vehicle transportation marketplace connecting shippers and carriers directly to remove inefficiencies, cut delivery timelines in half, and save 15-20% on transport. Visit https://www.autohaulerexchange.com/ to set up your free account today.
Check out Car Dealership Guy’s stuff:
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Everything else ➤ dealershipguy.com
11 May 2026, 6:26 pm - 1 hour 9 minutesFixed Ops Friday w/ Tiago Castro, Chuck Turck, & William Demaree | Daily Dealer Live
Today's show features:
- Tiago Castro, Senior Vice President, Marketing & Sales at Nissan Group of North America.
- Chuck Turck, Fixed Operations Director at Classic Cadillac and Subaru
- William Demaree, Group Director of Fixed Operations at Tom Wood Group
This episode is brought to you by:
Podium – the AI platform trusted by one in three dealerships. Podium helps dealers consolidate sales, service, messaging, and voice into one connected system that actually runs the work. If your AI isn’t driving real outcomes, it’s time to take a closer look at https://www.podium.com/car-dealership-guy
Check out Car Dealership Guy’s stuff:
CDG Circles ➤ https://cdgcircles.com/
CDG News ➤ https://news.dealershipguy.com/
CDG Jobs ➤ https://jobs.dealershipguy.com/
CDG Recruiting ➤ https://www.cdgrecruiting.com/
My Socials:
X ➤ https://www.twitter.com/GuyDealership
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Threads ➤ https://www.threads.net/@cardealershipguy
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Everything else ➤ dealershipguy.com
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