In this episode, I tackle one of the most overlooked issues in service departments: relying solely on texts and videos to sell work. Service Advisors, it's time to pick up the phone and ask for the business—every single time! I explain why this is important.

We'll explore why some advisors skip the call, how judging customers costs you sales, and the importance of educating and informing your customers about their vehicle's needs. You'll learn practical strategies to overcome hesitation, build trust, and ensure no money is left on the table.

If you're ready to boost your income, keep your technicians busy, and maximize your shop's performance, this episode is for you. Let's make the call and fight for the business!

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803

Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences. NADA Show Booth #3535

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing. NADA Show Booth #4451

Join us in an enlightening conversation as we sit down with Chris Sutton, Vice President Retail at JD Power and Associates, to unravel insights from their comprehensive study involving 35,000 car buyers. Delve into the dynamics of the automotive industry, where constraints and high prices challenge buyers, yet improvements in the overall consumer experience continue to shine through.

Despite service appointment delays and the absence of loaners, consumers have reported incremental enhancements in their service interactions, showcasing a resilient and evolving landscape. The heart of positive sales and service experiences lies in the personal connections forged with salespeople and advisors, emphasizing the pivotal role of human touch in delivering a friendly and memorable customer journey.

In the quest to foster customer loyalty, retailers are recognizing the significance of building lasting relationships through meaningful interactions. Chris sheds light on the transformative impact of video inspections and MPI (Multi-Point Inspections) in building trust and confidence among customers, essential elements that drive business growth and enhance customer loyalty.

With over 30 years of industry benchmarking expertise, JD Power and Associates unveil key consumer preferences in dealership experiences, shedding light on the evolving landscape of digital retailing. While online transactions have gained traction, a significant percentage of customers still prefer a blend of online and in-store experiences, especially in the realm of EV (Electric Vehicle) purchases.

As customer expectations continue to rise, retailers are urged to streamline processes and reduce wait times to meet evolving demands. Discover how the automotive industry is adapting to the changing landscape of consumer preferences and digital advancements to enhance business performance and customer loyalty.

Tune in to gain valuable insights into consumer expectations, digital retailing trends, and the future of dealership experiences from the industry expert, Chris Sutton.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

In today's episode, I share my experience working alongside dealership service teams and witnessing what's being done right to build trust and elevate the customer experience. From the smiles and eye contact at check-in to the small, deliberate acts of trust-building, service advisors and BDC agents are making a difference. Many dealerships are targeting customer experience right now, but it's service departments that handle the most clients daily, making this effort non-negotiable.

You'll learn how simple promises, effective follow-ups, and personal connections can transform customer interactions into lasting loyalty. This episode is a call to action for service leadership, advisors, and BDC teams to embrace the small actions that pay big dividends in trust and confidence.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing. NADA Show Booth #4451

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803
Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences. NADA Show Booth #3535

Many of you know this but I am privileged to work alongside so many high performing dealerships and their leadership. Most top 20 in the country for their brands. I use my podcast to share what I learn, teach and implement with the end game - building a championship team.

In this episode, we dive into the critical role General Managers (GMs) play as the "head coaches" of their dealerships, driving performance through daily coaching of their management teams. Achieving championship-level results—rising above all stores in the region or country—is no small feat. It requires a relentless focus on developing managers into high-performing coaches who can guide their teams to win every day.

We explore how top-performing GMs pull their managers in, just like a head coach, to model effective coaching strategies. From improving team execution with tools like guest sheets and CRMs to perfecting follow-up texts, coaching managers daily is a game-changer.

You’ll also hear real-life tactics, like how one GM taught his Service Director to implement a "stamp" system for declined work, bringing more awareness to the shop and protecting their people. It's all about leading by example, fostering collaboration, and helping managers pass those skills on to their teams.

We'll also cover the importance of private one-on-one coaching over public scolding, creating a culture of learning, and ensuring team members feel supported, motivated, and empowered to perform.

If you’re a GM or dealership leader, this episode gives you actionable strategies to elevate your managers, instill confidence in your teams, and drive better results. Coaching doesn’t stop at performance talks—it’s about getting involved, listening, and leading by example in every aspect of the business.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences. NADA Show Booth #3535

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing. NADA Show Booth #4451

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803
Autosled.com is the next-generation automotive transportation logistics platform and marketplace. NADA Show Booth #7921

In this episode, I tackle one of the biggest challenges dealerships face: turnover. With 70% turnover rates in sales and service, it's nearly impossible to build client loyalty or hit nationally ranked numbers when you're constantly starting over with new team members.

The solution? It starts with the General Manager. I share the tactics I've used to shift team behaviors and improve retention, beginning with the leadership at the top. From personally observing processes in service and sales to identifying patterns in body language, communication, and professionalism, I reveal how GMs can better understand the root causes of turnover and implement targeted training that works.

We'll explore how nurturing your team members' success—and showing them you genuinely care—creates the environment needed for loyalty, growth, and better results. And we'll discuss why GMs need to spend more time in the service department, where the real momentum lies.

Plus, I'll share actionable strategies like daily MVP recognition to inspire and motivate your team to reach their potential. This episode is your playbook for reducing turnover, building a stronger team, and ultimately driving better outcomes.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

AutoSled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

In this episode, I dive into the power of role-playing as a key training tool for dealership success. Too often, managers shy away from role-play, but it's one of the most effective ways to build confidence, boost skills, and ensure team members know exactly how to execute what you're teaching.

I share my proven tactic—Teach, Demonstrate, Apply—and explain how it transforms your training sessions into moments of real growth. Role-playing might feel awkward or "fake" at first, but it's critical for developing polished professionals who deliver consistent results.

We'll explore:

• Why General Managers need to role-play with their managers and teams
• How diving into the CRM (calls, texts, videos, customer profiles) can spark role-play topics
• Specific role-play scenarios you can implement today to boost sales and service performance
• The importance of coaching during and after role-plays to refine skills and confidence

Plus, I'll walk you through my structured process for running role-plays, including a worksheet to help you map out sessions and stay focused on your goals. When GMs prioritize role-playing, they set the standard for their managers and create a culture of excellence.

This is more than a training session—it's the real "save-a-deal" meeting. Tune in to learn how to make role-plays easy, impactful, and a game-changer for your dealership.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

automotiveMastermind provides trusted data and technology solutions for the automotive industry, using its Mastermind solution to empower retailers to enhance sales through predictive analytics and personalized experiences.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803
Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

Ever walk into the dealership in the morning and feel that slow-motion energy? People shuffling in, sipping coffee, staring at their screens, waiting for something to kick them into gear.

Then—something shifts.

Maybe it's a manager calling out yesterday's wins. Maybe it's an MVP shoutout for someone who went above and beyond. Maybe it's a fun, competitive challenge that gets people fired up.

Energy is contagious. The way you start the day sets the tone for how it will go.

I always tell leaders—recognition is one of your most powerful tools. People thrive on knowing their work matters. If you're not celebrating wins, highlighting great performance, and making work fun, you're missing an opportunity to build a culture where people actually want to succeed.

Something as simple as picking an MVP of the Day, handing out a small trophy, or posting a shoutout on social can shift the entire dynamic of your team. People see what's being rewarded, they learn new strategies, and they push themselves to raise the bar.

At the end of the day, dealership life is fast, competitive, and high-pressure—but it should also be exciting, rewarding, and fun. When people feel valued, they give more. When you recognize effort, you inspire more of it.

So here's the question—how are you celebrating your team today?

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803
Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

Are you, as a GM, truly present with both your sales and service BDC teams? Too often, GM involvement leans heavily toward the sales BDC while the service side gets overlooked. Why? Because sales is familiar—it’s where many GM’s built their careers. But here’s the reality: your service BDC is just as critical, responsible for over 150 appointments per day, fueling the entire dealership’s success.

In this episode, we break down why your involvement matters and how a hands-on approach can drive showroom traffic, increase customer loyalty, and unlock untapped revenue. I share a real coaching session with a high-performing GM who needed to shift his mindset and leadership to fully support his service BDC. If you’re serious about growth, retention, and maximizing dealership performance, this episode is for you.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803
Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.