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Dealer Talk With Jen Suzuki: Daily Summaries Delivered
by Jennifer Suzuki, eDealer Solutions
Dealer Talk with Jen Suzuki is an Automotive Sales and Service Podcast and is a free educational series for Dealers, Managers, Sales Teams and anyone in the Auto Industry that has a desire to obtain information that will propel growth, lead the auto industry and invoke progressive strategies. We will educate on staying relevant, offer ways to improve vehicle sales and service, CSI and retention. Dealer Talk with Jen Suzuki is an Automotive Sales and Service Podcast.
Latest Episodes
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- 2 weeks ago15 min
I Got YOU! 1 Dealership. 5 Advisors. 5 Different Stories.
One Dealership. Five Advisors. Five Different Stories. Same vehicle. Same technician findings. Same MPI. Now hand it to five different service advisors and ask each one to explain the recommendations to a customer. Would you hear five completely different conversations? I spend a lot of time training inside dealership service departments, and this is one of my favorite exercises because it reveals opportunities that traditional performance reports can't always show us. One advisor might overwhelm the customer with technical details. Another might create unnecessary fear. Another might do an incredible job connecting the recommendation to what actually matters to the customer. And here's the question: Which experience represents your dealership? In this episode of Dealer Talk with Jen Suzuki, I'm sharing a practical coaching approach to help service leaders strengthen customer confidence, improve recommendation conversations and create greater consistency without turning advisors into scripted robots. You'll learn how to: Run a simple five-advisor MPI exercise that uncovers coaching opportunities immediately. Help advisors explain the work, the urgency, the risk of waiting, and the benefit of completing it in language customers understand. Bring veteran and newer advisors together to share strengths and improve as a team. Identify why customers may hesitate or decline recommended work even when the technician's findings are accurate. Turn real conversations into meaningful coaching moments using a listen, pause, discuss approach. Use time saved through AI and automation to create more valuable, personal interactions with customers. This isn't about making every advisor sound the same. It's about making sure every customer receives the clarity, confidence, and professional guidance they deserve. The opportunity isn't just improving repair approvals. It's becoming the service department customers understand, trust and want to return to. 🔥Check out our sponsors!🔥 Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://www.edealersolutions.com/try-matador for a LIMITED TIME! LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx
- 2 weeks ago10 min
Let Me Help! The Service Appointment Was Confirmed. The Expectations Weren't.
Your customer books a 7:30 AM service appointment. They believe their vehicle is going into the shop at 7:30. Your team knows that's just the check-in time. Nobody explained the difference. And now you've created a customer experience problem before the vehicle even arrives. I spend a lot of time inside dealership service departments and one thing I've learned is that customer frustration often begins long before the complaint. It's buried in the little things we say, the assumptions we make and the expectations we never clarify. In this episode of Dealer Talk with Jen Suzuki, I'm challenging service leaders to rethink what happens between scheduling an appointment and delivering the vehicle. You'll walk away with a fresh approach to: Spotting the accidental promises that create frustration and unnecessary follow-up calls. Coaching BDC teams and service advisors to set clearer expectations without overpromising. Creating more productive conversations between frontline employees and management about where the customer experience breaks down. Using a simple repair order audit to identify communication gaps and turn them into coaching opportunities. Building customer confidence through realistic timelines, proactive updates, and promises your team can actually keep. This isn't about telling your team to communicate more. It's about helping them communicate with greater purpose and giving managers a practical way to coach it! Because a great service experience isn't just about what happens to the vehicle. It's about how confident the customer feels about what's happening next. 🔥Check out our sponsors!🔥 LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://www.edealersolutions.com/try-matador for a LIMITED TIME! ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx
- 3 weeks ago12 min
AI Can Make Average Employees Look Exceptional. But Are They?
AI can turn three vague technician notes into a beautifully written repair story. But here's the question dealership leaders need to ask: Does the technician actually understand what that polished documentation says? In this solo episode of Dealer Talk with Jen Suzuki, Jen tackles a growing challenge in automotive retail: AI is improving employee output at incredible speed, but is it improving employee capability? From technician warranty documentation and diagnostic assistance to advisor recommendations, BDC communication, and manager coaching, AI is making dealership employees faster, clearer, and more consistent. That's the opportunity. But there's also a risk. When AI fills in the gaps, leaders may no longer recognize where their people need training. Jen explores the critical difference between AI assistance and AI substitution, why a polished repair story doesn't necessarily reflect diagnostic expertise, and how dealerships can prevent employees from becoming dependent on technology they don't fully understand. She introduces her Five-Minute AI Test, a simple way to reveal whether technology is strengthening employees or concealing knowledge gaps. She also shares practical ways to use AI as a coach that challenges technicians, advisors, managers, and BDC representatives to think more critically. This episode is for dealership leaders who want more than impressive AI-generated results. They want knowledgeable employees who can think, explain, question, and take ownership. Because AI should make good employees exceptional not make unprepared employees look exceptional. 🔥Check out our sponsors!🔥 Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://bit.ly/4dv62Ef for a LIMITED TIME! ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Dealer Talk with Jen Suzuki Podcast | https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx
- 3 weeks ago51 min
She's Built a Dealership Legacy. Now She's Helping Lead the Industry. | Sandy Fitzgerald-Angello
Some leaders earn a title. Others earn the trust of an entire industry. Sandy Fitzgerald-Angello started working in automotive at just 15 years old. Today, she's a respected dealer operator with Pohanka Automotive Group and a leader within the National Automobile Dealers Association. But what makes her story exceptional isn't how far she's climbed. It's how she's led along the way. On this episode of Dealer Talk with Jen Suzuki, Sandy shares the principles behind her remarkable career, including her Seven C's of Leadership, her commitment to servant leadership, and why the best leaders take responsibility when things go wrong and give their teams credit when things go right. She opens up about difficult decisions, developing future general managers, creating a culture where people feel valued, embracing AI, and turning business challenges into opportunities. And don't mistake her people-first philosophy for a lack of competitive fire. Sandy is still selling cars, solving problems, raising expectations, and challenging her organization to achieve more. This is a conversation about character, courage, accountability, and what it really takes to build a legacy through people. Because great leadership isn't measured by how many people work for you. It's measured by how many people become better because you led them. Listen in for an inspiring conversation with one of automotive retail's most respected leaders. 🔥Check out our sponsors!🔥 Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://bit.ly/4dv62Ef for a LIMITED TIME! LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx
- 4 weeks ago28 min
Your Dealership's Newest Employee Is AI. Who's the Manager?
Your dealership's AI is answering calls, scheduling service appointments, sending texts, and speaking with hundreds, sometimes thousands of customers. But who's actually managing it? In this solo episode of Dealer Talk with Jen Suzuki, Jen tackles an emerging leadership challenge inside automotive dealerships: We're rapidly deploying customer-facing AI, but are we giving it the same attention, coaching, and accountability we'd expect from a human employee? Jen shares real situations she's witnessed inside dealerships, including customers arriving and asking for an employee by name only to discover they've been communicating with AI. She also explores what happens when AI schedules an appointment that the service department can't fulfill, transfers a frustrated customer to a dead end, or creates expectations the advisor knows nothing about. The problem isn't necessarily the technology. It's often the disconnect between the AI, the dealership's processes, and the people responsible for delivering the customer experience. Drawing on her experience training dealership teams and working directly with automotive voice AI, Jen challenges GMs and fixed ops leaders to rethink how they measure success. It's not just about how many calls AI answers or appointments it books. It's about whether the customer's needs were resolved, promises were kept, information was transferred accurately, and the human team was ready to continue the conversation. Jen also shares a practical challenge every dealership leader can implement immediately: mystery shop your own AI with a complicated customer scenario. Because the future of dealership AI isn't just about having better technology. It's about developing better leadership around the technology—and making every interaction feel like one connected customer experience. Watch Jen's latest CBT News interview on similar topic here - https://bit.ly/4dBUgZ1 🔥Check out our sponsors!🔥 LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://bit.ly/4dv62Ef for a LIMITED TIME! ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | <strong data-removefontsize="true
- Oct 12, 202640 min
From Receptionist to CEO in 7 Years: Nikki Lawson on Earning the Right to Lead
She walked into a dealership looking for a job. Seven years later, she's the CEO of a six-store automotive group. How does that happen? And how do you earn the respect of experienced dealership leaders? And you didn't have family or successorship on your side? In this episode of Dealer Talk with Jen Suzuki, Jen sits down with Nikki Lawson, CEO of Peltier Automotive Group, for a conversation about ambition, trust, humility and what it really takes to lead at the executive level. Jen has known Nikki for years, long before she became CEO, and watched her earn the confidence of general managers and dealership executives through curiosity, consistency and a genuine commitment to helping people succeed. Nikki shares her journey from receptionist and cashier to sales, inventory management, executive leadership and ultimately CEO. But the conversation goes much deeper than her career progression. They explore the uncomfortable 360-degree leadership review that changed how Nikki communicates, why successful GMs can still create unhealthy dealership cultures, how she balances corporate consistency with GM autonomy and why developing future leaders matters just as much as producing strong financial results. Nikki also reveals how she evaluates dealership chemistry, why treating every employee exactly the same isn't always effective leadership and what she's had to stop doing to become a better CEO. For anyone looking to advance their automotive career, or already responsible for leading dealership teams, this episode offers a powerful reminder: A title gives you authority. Your actions earn you respect.
- Oct 8, 202641 min
Inside Long Island's Luxury Auto Powerhouse: Rallye CEO Juliana Terian on Leadership & AI
What does it take to lead one of New York's most respected luxury automotive groups when margins are shrinking, customer expectations are rising, and AI is changing the dealership business? Jen Suzuki sits down with Juliana Terian, President & CEO of Rallye Motor Company, a premier Long Island luxury automotive group representing Mercedes-Benz, BMW, Lexus, and Acura, for a candid conversation about leadership, profitability, and the future of automotive retail. Juliana shares how she's navigating today's challenging market, what she expects from her general managers, and why keeping employees motivated and engaged has become more important than ever. They explore the realities of running high-performing dealerships, the connection between employee culture and customer loyalty, and Rallye's thoughtful approach to adopting AI without sacrificing the personal relationships luxury customers expect. From empowering leaders to protecting customer choice, Juliana offers a refreshing perspective on what truly drives long-term dealership success. Her philosophy is simple: When your people thrive, your business thrives. An insightful conversation for dealers, general managers, and automotive leaders looking to build stronger teams, embrace innovation, and compete at a higher level. 🔥Check out our sponsors!🔥 Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://bit.ly/4dv62Ef for a LIMITED TIME! LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | <a href= "https://bit.ly/3JlcXAx" target="_blank" rel="noopener" data-saferedirecturl= "https://www.google.com/url?
- Oct 6, 202628 min
17 Dealerships and Still Hungry: Inside Michael Brown's Leadership on Building Empire Automotive Group
Michael's operation has grown to 17 dealerships, but what stood out to me in this conversation wasn't the size of Empire Automotive Group. It was how intensely he still talks about getting better. Michael Brown joins me for a wide-open conversation about growth, leadership, accountability and what it actually takes to keep a large organization moving forward when the market gets tougher. We get into why he believes hunger is the quality that separates exceptional leaders from average ones, why confrontation can actually strengthen a team when trust and accountability are already there, and how Empire continues developing its next generation of leaders instead of waiting until a leadership position opens to start looking for one. Michael shares how their internal leadership program exposes future leaders to financial statements, outside coaching, accountability and the realities of running a dealership. Pasted text Then we get tactical. With affordability pressure changing the business, Michael explains why Empire is concentrating on the things it can actually control. That includes technology utilization, vendor relationships and a major focus on fixed absorption. One example: they stopped treating Saturday service like a shortened workday and redesigned staffing, scheduling and technician availability around the opportunity. The result? Michael says it has created a meaningful new revenue opportunity. Pasted text We also talk acquisitions, overnight service, what he looks for before buying another dealership, adversity, raising daughters and why, after all the success, Michael still believes passion and purpose matter more than simply chasing the next win. This is one of those conversations that reminds you that growth doesn't come from finally figuring everything out. It comes from refusing to believe you're finished. 🔥 Check out our sponsors! 🔥 LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://bit.ly/4dv62Ef for a LIMITED TIME! ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals. Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx
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About Dealer Talk With Jen Suzuki
Dealer Talk with Jen Suzuki is an Automotive Sales and Service Podcast and is a free educational series for Dealers, Managers, Sales Teams and anyone in the Auto Industry that has a desire to obtain information that will propel growth, lead the auto industry and invoke progressive strategies. We will educate on staying relevant, offer ways to improve vehicle sales and service, CSI and retention. Dealer Talk with Jen Suzuki is an Automotive Sales and Service Podcast.
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