Dealer Talk With Jen Suzuki

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 expl

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 u

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 resp

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 actuall

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

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 d

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 t

Just Google Us Book: Jay Mealey, Top Dealer on Trust, Leadership, and the Next AI Revolution

What does it take to build a dealership confident enough to tell customers, "Just Google Us"? Jen Suzuki sits down with longtime client and friend Jay Mealey, author of

Before You Call That Internet Lead… Take 60 Seconds

What if the best thing you could do when an internet lead comes in is NOT immediately pick up the phone? Give me 60 seconds. In this episode of Dealer Talk with Jen S

The Service Drive Problem Your Team Could Have Caught 3 Days Ago

What if the biggest service problems your dealership faces aren't happening when the customer arrives? What if they started days earlier? In this episode of Dealer Ta

The First 90 Seconds: What GM's & Service Managers Should Be Coaching

What if one of the biggest opportunities to improve CSI, service retention and work approvals happens before the MPI is even completed? In this episode of Dealer Talk w

Stop Calling Internet Leads Before You Do This

What if the biggest mistake with an internet lead happens before you even say hello? In this episode of Dealer Talk with Jen Suzuki, I'm breaking down why I want salesp

Would Your Customers Wait Until You're Back?

What makes a customer call the dealership and ask for YOU? It's usually not one incredible service visit. It's the little moments that stack up over time. In this epi

Customers Don't Buy When They're Convinced. They Buy When They're Confident.

Customers don't buy when they've been convinced. They buy when they feel confident. After listening to thousands of dealership calls, Jen Suzuki has noticed a pattern:

She Mortgaged Her House to Buy a Dealership. Here's What Ivette Built.

What does it take to keep growing when automotive retail is becoming more complex not less? Ivette Dominguez Drawe began her career selling BMWs. When the opportunity c

Customers Liked You. So Why Didn't They Show Up?

Have you ever finished a conversation with an internet future buyer and thought, "That went really well" only to never hear from the customer again? Here's the harder q

Your Managers Hold Meetings. But Can They Actually Train?

Have you ever walked out of a morning meeting thinking, "Damn, that was a great meeting" only to watch everyone return to the exact same behaviors by lunchtime? That is

The Invisible Work Behind Higher Approvals

Two service advisors can work in the same dealership, see the same customers, recommend the same repairs and get completely different results. Why? It may have very lit

Stop Mastering the Comeback to Sales Objections. Master the Conversation with Jen's Tips!

There are things being said on dealership sales floors every single day that we need to retire. "What offers have you received?" "Who else are you shopping?" "What

Salespeople, Before You Ask for the Appointment, Do THIS!

I've listened to thousands of dealership phone calls, and there's one moment I hear over and over: "Do you have the vehicle?" "Yes." "Great. When can you come in?"