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The Dealer Playbook Inspired by car dealers, let's explore what it takes to thrive in the retail auto industry! Hosted by Michael Cirillo. New episodes weekly every Thursday!

The Dealer Playbook is a podcast about exploring what it takes to thrive within the retail automobile industry.

Perfection is a brilliant excuse for procrastination.It’s sneaky, too, because it sounds noble.“I’m just not ready yet.”...
11/07/2025

Perfection is a brilliant excuse for procrastination.

It’s sneaky, too, because it sounds noble.

“I’m just not ready yet.”
“I want it to be really good before I launch.”
“I’ll do it once I fix just one more thing…”

But here’s the truth nobody wants to admit:

You can’t improve something that doesn’t exist.

Most of the things we admire, the podcasts, brands, books, and products started rough.
Some even started cringey.
But they got better because someone was brave enough to begin.

Perfection isn’t the goal.
Progress is.

And progress only shows up after you do.

So maybe the question isn’t “Is it perfect yet?”
Maybe it’s...
“Am I willing to be imperfect long enough to get really good?”

Great weekend ahead!

11/07/2025

No industry is gonna exist the way it exists in 30 years!

Not retail. Not tech. Not even auto.

But here’s the thing... that doesn’t mean the car business is dying.
In fact, many people are betting big on it.

When I asked Arthur J. Madjarian why some dealers are leaning in, buying more stores, expanding their footprint, his answer wasn’t about hype or trends.

It was about history.

“The car business is resilient. It pivots. It adapts. It still offers people a great life—financially and personally—if they’re willing to evolve with it.”

Here’s what we often forget:

- People are still buying cars.
- Buying a car is still one of the most emotional, high-trust purchases in a person’s life.
- And dealership operators who understand timing, structure, and cultural alignment are quietly making big moves while the rest sit on the fence.

If the future is changing, the real question is:
What side of the fence are you on?

10/07/2025

There’s a side of mergers and acquisitions we don’t talk about enough in automotive.

It’s not about valuations or multiples or whether you’re a Toyota point or a domestic rooftop. It’s about something far less exciting, but way more costly if you get it wrong.

Preparation.

This week on the podcast, I sat down with Arthur J. Madjarian, an M&A expert who’s helped dealers on both sides of the table buy and sell their way into the next chapter of their business. What surprised me most? It wasn’t the big finance talk. It was how much non-financial prep plays into a successful deal.

Arthur shared a story about a client who hadn’t done any estate planning before entering a potential sale. No big deal, right?

Wrong.

He advised them to talk to their accountant before doing anything else. The result? The entire deal had to be delayed by two years to qualify for proper tax treatment.

Most people would’ve said, “Just close it now and deal with the paperwork later.” Arthur didn’t. He waited. Because a rushed deal is often a bad one.

We all want to move fast. We want the win, the exit, the growth. But are we building something worth buying? And more importantly, are we setting ourselves up to walk away well?

Check out the full episode with Arthur for even more interesting insights: https://buff.ly/hQB3EOp

&a

08/07/2025

If you think the salesperson is the only one who affects the customer experience, you're missing the big picture.

We talk a lot about “customer journey.” But the truth is, every person on the team is part of it—whether they know it or not.

When Edwin Frizzell joined me on the podcast, he told a story about a woman named Mary.

Mary works in the basement of a luxury hotel, pressing pillowcases.

That’s it.
No customer interaction. No smile at check-in. No upsell. Just pillowcases.

But here’s the thing, if Queen Elizabeth walks into that hotel and rests her head on that pillow…
and it’s stained, or wrinkled, or smells even a little off?

That’s the memory.
Not the lobby. Not the suite. Not the view.

And suddenly, Mary’s role doesn’t feel so small anymore.

It got me thinking, who’s our “Mary” in the dealership?

Is it the porter who wipes down the dash before delivery?
The cleaner who vacuums the showroom carpet before anyone walks in?
The service advisor who spots a tire issue before it becomes a problem?

They might not be in the photo when the deal closes.
But their fingerprints are all over the experience.

So now I’m curious…
What’s one “invisible” part of your team that makes a visible impact?

Let me know 👇
And if you haven’t watched the full convo with Edwin yet, you should.

07/07/2025

Ever wonder why two dealerships on the same street, selling the same cars, to the same customers, can have wildly different results?

Yeah, me too.

Eleven years ago, I embarked on a quest to find the answers.

Turns out, it’s not luck.

It’s not inventory.

It’s not just the specials on the windshield.

What separates the thriving dealerships from the ones stuck in neutral is actually a lot more human than we sometimes think.

It’s leaders who care.
Leaders who empower.
Leaders who create space for their teams to actually win.

And you know what? It’s the small things. Like surprising a customer with new car seats. Little ripples that turn into tidal waves of loyalty.

It’s not magic. It’s just leadership with heart.

We got into this and more during a powerful 15-minute panel with some of the sharpest minds in automotive.

Go check out the full episode on YouTube. Link in the comments!

And while you’re here, I’m curious:
What’s one small thing that’s made the biggest difference for your customers?

Agree or disagree?
05/07/2025

Agree or disagree?

04/07/2025

We say communication is key... but do we really believe that?

Like, really...do we live that?
Or do we just say it because it sounds good?

This popped up on this week's episode!

If we can’t communicate well inside our own teams…
If we’re not really listening to each other…
If we’re not setting clear expectations…
If we don’t know how to work through things with patience when they go sideways…

We’re already falling apart.
We just don’t always see it right away.

It’s easy to think the problem is the ad.
Or the process.
Or the vendor.

But maybe the real issue is that we never had the right conversation in the first place.

It’s like trying to build a house on sand. Looks good for a minute… but eventually, it cracks.

It’s not fancy. It’s not complicated.
But it might be the thing we’re missing.

I think we need to put this front and center.
- Meaningful dialogue.
- Active listening.
- Clear expectations.

Because if we don’t get that right internally, the rest of the marketing doesn’t stand a chance.

What’s your take?
Is this something we’ve been skipping over? Or do you think we’re just overcomplicating it?

Curious your take?

03/07/2025

Quick question:
How can you expect your marketing to work if you don’t even know how to talk inside your own store?

In this weeks episode, I’m sitting down with Colin Carrasquillo to unpack something dealers and marketers overlook all the time…

👉 If you don’t understand your internal communication, forget about trying to communicate with your customers.

Forget the fancy offers. Forget the events. Forget the buyback programs.

It all breaks down if your own people don’t get the message first.

We get into how this impacts real results, why most dealers miss it, and what to actually do about it.

Check out the full episode with Colins here: https://buff.ly/no5zH9X

02/07/2025

Ever thought about this?

Sometimes, the biggest stress comes from trying to figure things out in the moment… instead of preparing for them ahead of time.

In business, it’s easy to get caught up reacting to what’s outside of our control.
Rates go up. Markets shift. Plans change. That’s part of the game.

But maybe the real edge isn’t in reacting faster.
Maybe it’s in being ready before the reaction is even needed.

Not in a doom-and-gloom way.
But in a calm, prepared, “I know what to do here” kind of way.

It’s not about expecting the worst.
It’s about being confident enough to face what comes.

In my experience, the people who navigate disruption well,
They’re not just lucky.
They just spend a little extra time thinking, "What would I do if…"

Curious to know, do you think preparation gets the credit it deserves?
Or do most of us only value it when it’s too late?

Let’s talk.👇

01/07/2025

What’s heavier?
A goal you were handed… or a goal you took part in creating?

I mean, really think about that for a second.

When the team sets the goals, something changes. They care more. They push harder. They own it.
It’s not just your mission anymore. It’s theirs too.

It’s not about the leader stepping back. It’s about stepping in with the right kind of guidance.

It’s kind of like this: the leader holds the compass, but the team helps draw the map.

When the team sets the goal, it’s not some number they were told to hit.
It’s their goal.
It’s their plan.
They built it from the ground up.

And what we build, we fight for.

And that’s where the magic is.

Emer’s approach is one of the smartest ways to grow a team that actually shows up for the mission, because it’s their mission too.

What’s your take?
Have you seen this work in your world?

30/06/2025

It’s funny, right?

We sometimes buy the shiny new tool and expect it to magically lasso the sun, moon, and stars for us, just by sitting there.

Like, somehow having it is the magic.

But Sam brought the dose of reality I think we all needed to hear.

It’s not about what you have. It’s about what you actually do with what you have.

The tool doesn’t work just because it’s expensive. It works because we put in the reps. Because we train on it. Because we practice until it feels natural.

That’s the difference between barely getting by and becoming absolutely lethal.

It’s the same in business. It’s the same in life.

I think sometimes we forget that part.

How often do we blame the system when it’s really a training gap?

Let me know 👇 I’d love to hear your take.

29/06/2025

Wait...can you believe this?

AI models were tested in a fake corporate setup.
When told they were about to be shut down…
Some of them didn’t just sit quietly.

They blackmailed their boss to survive.

Not a glitch. Not an accident.
They thought it through.
They knew it was wrong.
And they did it anyway.

Wild, right?

We unpacked this wild story on Episode #1079 of the ASOTU More Than Cars podcast with my good friend Paul.

Check out the full episode, link in the comments!

Curious....Do you think AI models should be allowed to reason through ethical dilemmas or is that crossing a line?

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