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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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- Today56 min
The Dealer Becomes the Developer: How myKaarma Is Changing the Game
What if your dealership's next big competitive advantage isn't something you buy from a technology company? What if someone on your team builds it? I had no idea this conversation would go in this direction, and I absolutely LOVE where it landed! In this episode of Dealer Talk with Jen Suzuki, I'm joined by Animesh, VP of Engineering and R&D at myKaarma, someone I've come to admire personally while building my own AI company, ZukiTalk. And what he's sharing about the future of dealership innovation is incredibly exciting! We're talking about dealerships building their OWN technology, employees turning everyday operational frustrations into working AI solutions, and a technology company that's actually opening its doors to help them succeed. Yes, you read that correctly. myKaarma is giving dealers access to APIs, collaborating with their teams, sharing technical knowledge, and even helping them build applications customized to their own operations. Animesh shares real examples from Mark Miller Subaru and Porsche Riverside, including how his engineers helped a dealership create its own personalized service follow-up solution. We also get into something every dealer leader needs to hear: You don't have to know how to code to start innovating. But you do need the right technical guidance, security, leadership support and a real customer problem worth solving. And here's where this gets especially interesting for me as a dealership trainer and coach. Your next great innovator might already be working in your service drive, BDC, parts department, or management team. Are you encouraging their ideas or unintentionally shutting them down? Animesh challenges dealers to rethink the relationship between vendors and dealerships, invest in their people, and create a culture where innovation is encouraged and supported. My challenge for GMs and fixed operations directors: At your next leadership meeting, ask every department to identify ONE customer frustration or operational bottleneck they'd love to solve. Pick one, give someone ownership, and explore what AI could help you build over the next 30 days. This conversation left me inspired, and I think it will do the same for you. Because the future of automotive technology isn't just about what we can buy. It's about what we can build together! Contact: Animesh Pathak, animesh.pathak@mykaarma.com >>send him a message of praise too! 🙏 From Jen: The 30-Day Dealer Innovation Challenge Leadership activity For GMs, FODs, service managers, BDC leaders, and department heads Week 1 — Find the frustration. Ask each department: "What's one thing we do repeatedly that frustrates customers or wastes your time?" Collect the ideas without dismissing them. Week 2 — Find your builder. Identify someone genuinely excited about solving one of those problems. Give them a little dedicated time to explore solutions using AI, with appropriate data safeguards. Week 3 — Build a small prototype. Work with a technical resource or vendor to explore a simple, low-risk solution. Test it with fictional or approved non-sensitive data. Week 4 — Show the leadership team. Demonstrate what you've learned, what could improve, and what technical or security review would be needed before actual use. Jen's coaching question: How many great ideas are sitting inside your dealership right now because nobody has given someone permission to explore them? 🔥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 | 🎧 <a href= "https://apple.co/38lmHM1" target="_blank" rel="noopener" data-saferedirectur
- 2 days ago26 min
The $2,000 Surprise: Why Good Service Advisors Lose Approvals
Your customer came in for an oil change. Now they're getting a call asking them to approve $2,000 in additional work. And we need an answer! Sound familiar? Here's what I love about our service teams. Technicians are doing the inspections, advisors are working hard to communicate recommendations, and managers are focused on improving approvals. There's a tremendous opportunity to take all that effort and make it even more effective! In this episode of Dealer Talk with Jen Suzuki, I'm sharing what I'm seeing and coaching inside service departments right now. We're digging into why customers decline recommended work, how to make MPI conversations easier to understand, and why knowing how customers actually use their vehicles can completely change the quality of the conversation. We're talking about turning technical findings into meaningful recommendations, helping customers prioritize unexpected expenses and making sure they understand the risks, benefits, and next steps before being asked for approval. And for my fixed operations directors and service managers, I've got a challenge! Pull a few declined MPI presentations into your next team meeting. Listen together. Did the customer understand what mattered most? Did we connect the recommendation to their driving needs? Did we make the next decision easier? Have an advisor take that same inspection and try it again. You'll quickly discover some powerful coaching opportunities. Better approvals aren't always about asking harder. Sometimes they're about helping better. Let's build confident advisors, informed customers, stronger approvals, and service relationships that keep people coming back! 🔥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
- 1 weeks ago16 min
AI Saved Your Service Team 30 Hours. Now What?
AI is helping service departments handle more calls, send updates, schedule appointments, and take repetitive work off advisors' plates. That's exciting! But here's a question I think every GM, fixed ops director, and service manager should be asking: What are we doing with the time we're getting back? Picture a busy service advisor at 10:45 in the morning. Phones ringing, customers waiting, technicians needing answers, and MPIs coming in. Sound familiar? Now imagine AI gives that advisor another 30 or 45 minutes in their day. What could that mean for the customer experience? In this episode of Dealer Talk with Jen Suzuki, I'm talking about one of the biggest opportunities I see as AI becomes part of everyday dealership operations: turning efficiency into stronger human connections. We're exploring how managers can identify the tasks technology should handle, recognize the conversations that deserve a human touch, and help their teams use newfound capacity for better MPI explanations, proactive updates, personalized service, and relationship building. I'm also introducing a leadership metric I want more dealerships thinking about: ROH — Return on Human. Because the real opportunity isn't simply how many hours AI saves. It's what those hours become. Plus, I'll share a simple 45-minute leadership exercise you can try in your own service department this week. More time to listen. More opportunities to help. More confidence for customers. That's an exciting future for automotive service leadership! 🔥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
- 1 weeks ago14 min
Your Customer Asked AI Before They Asked Your Service Advisor... In Sync?
We're spending millions bringing AI into dealerships. But there's another AI revolution happening on the other side of the service counter. Your customers have it too! Imagine recommending a $289 brake fluid exchange. Before your advisor finishes the conversation, the customer can ask ChatGPT whether the service is necessary, what the manufacturer recommends, whether the price is reasonable, and what questions they should ask. Suddenly, your advisor isn't the only source of information. And I think that's a tremendous opportunity for great service departments. I spend a lot of time training service advisors and working with fixed ops leaders and I believe this shift requires us to rethink how we communicate expertise, explain recommendations and build customer confidence. In this episode of Dealer Talk with Jen Suzuki, you'll learn how to: Prepare advisors for customers who arrive with AI-generated research, pricing comparisons, and challenging questions. Turn skepticism into productive conversations through curiosity instead of defensiveness. Strengthen recommendations with actual vehicle findings, measurements, technician videos, and personalized guidance. Help customers prioritize repairs when they can't approve everything at once. Coach advisors to explain the value behind dealership pricing without relying on generic selling points. Run a simple AI-powered role-play exercise at your next service meeting to improve confidence and communication. Rethink how time saved through AI can be reinvested into stronger customer relationships. I'll also explore why growing service revenue doesn't automatically mean dealerships are winning more customer visits, and what that means for long-term retention. This episode isn't about teaching your team to compete against AI. It's about preparing your advisors to become the people customers still want to talk to after they've already asked AI. Because information is everywhere. Professional judgment, real evidence, and genuine human connection are what make the dealership valuable. 🔥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 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
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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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