Ep. 656 - Avoid This Mistake, Unlock Customer Loyalty, With Christine Mitchell The Dealer Playbook podcast

30:07

In this episode, my guest is Shahin Alizadeh, President and CEO of Downtown Auto Group – a powerhouse in the automotive and real estate industries. Shahin has redefined what a dealership can be, transforming a small, struggling lot to then developing a leading edge Auto Complex But this isn’t just another dealership success story. Shahin dives deep into how he leveraged prime real estate to create a hybrid model that generates revenue from car sales, fixed operations, and real estate development – a strategy that’s turning heads across the industry. We explore the bold moves that took him from washing cars to managing multiple brands under one roof, the challenges of convincing OEMs to embrace a non-traditional model, and why he believes every dealer should think like a developer. Plus, we get into the rise of Chinese auto brands, the impact of skyrocketing land values on the dealership model, and the future of automotive retail in urban markets. If you’re looking for practical ways to elevate your dealership and tap into new revenue streams, Shahin’s story is the blueprint you need. - - - This Episode's Sponsor FlexDealer 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 LinkedIn Follow on YouTube Follow on Facebook…

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Ep. 658 - Lessons in Influence from One of Canada's Most Respected Leaders, with Agnes Di Leonardi 22:21

10 days ago22:21

22:21

My guest in this episode is Agnes Di Leonardi — an automotive executive, a lawyer, and one of the few recipients of the prestigious Order of Canada for her contributions to the industry. With over 30 years of experience across companies like Ford, Mazda, and Sym Tech Dealer Services, Agnes brings a wealth of knowledge about leadership, inclusion, and the evolution of the auto business. In this episode, we talk about why representation matters, how resilience and curiosity fuel career growth, and what practical steps dealers can take to create more inclusive and successful organizations. If you’re serious about growing your business, future-proofing your leadership team, and building an organization that mirrors and serves today’s customer base — this conversation is a must-listen. - - - This Episode's Sponsor FlexDealer 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 LinkedIn Follow on YouTube Follow on Facebook…

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Ep. 657 - Human First, AI Fast: The New Sales Formula, with Kyle Mountsier 21:23

17 days ago21:23

21:23

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 Sponsor FlexDealer 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 LinkedIn Follow on YouTube Follow on Facebook…

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Ep. 656 - Avoid This Mistake, Unlock Customer Loyalty, with Christine Mitchell 22:00

24 days ago22:00

22:00

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 instead The 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 up The surprising power of post-sale follow-up that doesn’t involve a birthday email or another push notification Why empowering the receptionist might be the smartest move you make this year Christine 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 Sponsor FlexDealer 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 LinkedIn Follow on YouTube Follow on Facebook…

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Ep. 655 - How to create a Culture that delivers the Brand Promise, with Edwin Frizzell 20:06

4 weeks ago20:06

20:06

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 sticks If 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 Sponsor FlexDealer 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 LinkedIn Follow on YouTube Follow on Facebook…

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Ep. 654 - What the Top 1% of Dealers Are Doing Differently on Social Media, With Miranda Pyette 27:50

5 weeks ago27:50

27:50

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 Sponsor FlexDealer 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 LinkedIn Follow on YouTube Follow on Facebook…

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Ep. 653 - The Hidden Influence of Retail Spaces on Customer Behavior, with Omar Gandhi 20:09

6 weeks ago20:09

20:09

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 brand This 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 Sponsor FlexDealer 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 LinkedIn Follow on YouTube Follow on Facebook…

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Ep. 652 - The #1 Mindset Shift That Will Transform Your Dealership’s Success, with Nick Askew 29:33

7 weeks ago29:33

29:33

In this episode, my guest is Nick Askew, CEO of Space Auto — a guy who went from composing music to selling cars to building game-changing tech for dealerships. Yeah, you read that right. His journey proves that creativity, sales, and innovation are more connected than we think—and that fresh thinking might be exactly what the auto biz needs right now. Nick and I dive into the good stuff— big ideas, bold perspectives, and the kind of convo that makes you stop and go, “Huh… never looked at it that way before.” Plus, the man’s got a row of guitars behind him, so you already know he’s cool. This is one of those conversations that will change the way you think about sales, tech, and the future of automotive. Bottom line? This episode will challenge the way you think about sales, business, and the future of automotive. - - - This Episode's Sponsor FlexDealer 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 LinkedIn Follow on YouTube Follow on Facebook…

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Ep. 651 - From Bank Robber to Car Sales Master, with Luke Lunkenheimer 33:35

8 weeks ago33:35

33:35

In this episode, my guest is Luke Lunkenheimer , the President of Paid to Persuade , and let’s just say… his road to success wasn’t exactly a straight line. Before becoming a persuasion expert and sitting at the table with guys like Tai Lopez and Brad Lea , Luke took a few, uh… detours but we’ll get to that. But here’s the crazy part—his past is exactly what shaped him into the sales and leadership expert he is today. We’re talking about a guy who went from getting locked up to unlocking next-level sales strategies—and his journey will make you rethink everything you know about persuasion. In this episode, we uncover: How Luke went from incarceration to industry leader (his story will leave you speechless) Why most salespeople get persuasion wrong—and how to fix it The BIG 3 questions that make closing effortless How trust and authenticity will outsell any gimmick The real reason people hesitate before buying—and how to break through it This conversation is real, raw, and packed with insights that can transform the way you sell, lead, and do business . Plus, Luke drops some absolute mic-drop moments that will have you rethinking how you approach deals. - - - This Episode's Sponsor FlexDealer 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 LinkedIn Follow on YouTube Follow on Facebook…

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Ep. 650 - Remembering Jim “Alpha Dawg” Ziegler 39:34

9 weeks ago39:34

39:34

In this special episode, I pay tribute to my friend and industry icon, Jim "The Alpha Dawg" Ziegler. If you’ve been in the car business for more than five minutes, you probably know his name—or at the very least, you’ve heard his unmistakable voice calling it like it is. Jim was one of a kind, and his impact on the industry, and on me personally, is something I won’t soon forget. And because his words still carry weight today, I’m including a full replay of our last conversation on the podcast—a conversation that remains one of the most downloaded and listened-to episodes in The Dealer Playbook’s history. Jim Ziegler left behind a legacy that stretches far beyond the automotive industry. His influence, his mentorship(because let’s be honest, Jim wasn’t afraid to say what needed to be said) and all that contributed to making this industry better. Thank you, Jim. - - - Leave a Review: If you're enjoying the podcast, we'd love an honest review here . - - - Socials: Follow on LinkedIn Follow on YouTube Follow on Facebook…

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Ep. 649 - The Ultimate Customer Magnet for Dealerships, with John Dwyer 24:58

10 weeks ago24:58

24:58

In this episode, my guest is John Dwyer—a marketing enigma known for crafting “way-outside-the-box” customer attraction strategies. John is the brains behind campaigns that have turned entire industries on their heads. He’s the guy who got Jerry Seinfeld out of retirement for an ad campaign (seriously, who does that?!), and he’s been helping businesses attract customers like a magnet without ever relying on discounting. And in this episode? We’re pulling back the curtain on how he does it. Why price discounting is a race to the bottom (and what to do instead) The insane power of incentives (He literally helped a car dealership achieve its biggest sales month in history—without dropping a single price) How to stand out in an industry where everyone is offering the same thing (No more “free oil changes” that no one cares about) Why persistence beats intelligence —John shares the exact strategy that landed him the Seinfeld deal, and trust me, it’s a game-changer If you’ve been wrestling with how to stand out in today’s crowded market , John’s unconventional wisdom is exactly what you need. Hit play now and get ready to think differently about marketing forever! - - - This Episode's Sponsor FlexDealer 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 LinkedIn Follow on YouTube Follow on Facebook…

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Ep. 648 - How New York’s Largest Auto Group Dominates Social Media, with Brad Gelber 27:24

11 weeks ago27:24

27:24

In this episode, my guest is Bradley Gelber—the digital media and content marketing mastermind at West Herr Auto Group, the largest privately-owned dealer group in New York. Now, let me ask you something… Does your dealership’s online presence actually stand out? Or are you just another brand blending into the endless scroll of sameness? Here’s the brutal truth: Most dealerships treat social media like a digital billboard, and it’s killing their engagement. But Brad? He gets it. He’s built a brand that doesn’t just post—it actually connects with people. And in this conversation, he’s breaking down exactly how he does it. We get into: Why storytelling is your biggest marketing weapon The truth about AI in marketing—is it a powerful tool or just a shortcut to soulless content? How to build a brand voice that actually means something instead of regurgitating the same old “best deals in town” phrase The one type of content that consistently gets massive engagement Why perfection is overrated—and how scrappy, real, behind-the-scenes content will outperform a polished, overproduced video every time If you’re tired of dealership social media being boring, transactional, and ineffective , this episode will challenge you to think differently. Because the dealerships that win online aren’t just shouting about deals—they’re building brands that people actually care about. - - - This Episode's Sponsor FlexDealer 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 LinkedIn Follow on YouTube Follow on Facebook…

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Ep. 647 - How to Tap Into the Multi-Billion Dollar Spanish Car Market, with Chance Mayfield 26:07

12 weeks ago26:07

26:07

In this episode, my guest is Chance Mayfield, founder of Carfluent - we sit down to talk about how dealerships can better connect with Spanish-speaking buyers, create a seamless customer experience, and ultimately drive more sales. Here’s the deal… The Spanish-speaking car market in the U.S. is MASSIVE yet it remains one of the most underserved consumer groups in the auto industry. Dealers are either ignoring it or flat-out getting it wrong. And that? That’s leaving a TON of money on the table. Here’s what we cover: The biggest mistakes dealers make when marketing to Spanish-speaking customers Why just “translating” your website isn’t enough (and what ACTUALLY works) How to eliminate the “fire drill” that happens when Spanish-speaking customers call in Why staffing up the right way can transform your sales numbers The hidden opportunity that most dealers don’t realize exists—and how to capitalize on it The kicker? The U.S. is the second-largest Spanish-speaking country in the world after Mexico —yet most dealerships aren’t making the right moves to serve this massive customer base. The dealers who lean in and get it right are seeing insane close rates and next-level referrals . If you’ve ever wondered how to stand out in a competitive market and tap into a high-intent, high-ROI customer base , this episode is for you. - - - This Episode's Sponsor FlexDealer 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 LinkedIn Follow on YouTube Follow on Facebook…

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Ep. 646 - How to Keep Your Inventory Clean, with Brian Kramer 27:32

13 weeks ago27:32

27:32

In this episode, my guest is Brian Kramer, EVP of Dealer Growth & Success at Cars Commerce. Brian has a unique perspective—he’s got eyes on thousands of dealerships, millions of VDPs, and the real numbers behind what’s working (and what’s not). We dive into some game-changing insights about how dealers can stop guessing and start measuring their online road to the sale, fix inventory inefficiencies, and finally connect the dots between marketing, CRM data, and actual sales. Now, here’s the thing—we all think we have a process. But if we’re being honest, a lot of our workflows are not really that intact, somehow, leads are still slipping through the cracks. Half the time, customers are bouncing off broken experiences on our websites, and we’re left wondering why closing rates aren’t what they should be. Meanwhile, the top-performing dealers? They’re not doing more—they’re doing less, but better. They’ve mastered the pain of discipline—refining their processes, eliminating inefficiencies, and ensuring that every lead, every trade-in, and every digital interaction actually leads somewhere. That’s the difference between guessing and making data-driven decisions that actually move the needle. If you’re ready to tighten up your process, stop overspending, and get a clear roadmap for making your online showroom work as efficiently as your physical one, this episode is a must-listen. Brian shares some simple but powerful shifts that can save time, money, and frustration. - - - Leave a Review: If you're enjoying the podcast, we'd love an honest review here . - - - Socials: Follow on LinkedIn Follow on YouTube Follow on Facebook…

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Wait, Where'd The Tariffs Go?!? 16:17

14 weeks ago16:17