VADA Live

Dealership real estate represents one of the largest single asset classes on an automotive group's balance sheet, but how dealers manage that equity can dramatically accelerate—or constrain—their ability to acquire stores, expand facilities, and execute succession plans .

In this episode of VADA Live, host Dan Carrigan sits down with Dan Garces, President and Chief Operating Officer of Capital Automotive . Drawing on more than two decades of experience structuring automotive real estate and dealer financing, Garces breaks down how dealers can unlock idle property equity through sale leasebacks, the critical difference between underwriting dealership operations versus real estate, how to finance ground-up ad points without carrying early interest burdens, and how separating real estate from operations helps preserve capital during multi-store acquisitions and partner buyouts .

In this episode:

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Unlocking Dealership Property Equity — How dealers can deploy real estate capital into higher-yielding operational investments and acquisitions .

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Operations vs. Real Estate Underwriting — Why strong store profitability does not shield a buyer from environmental liabilities, unrecorded easements, and zoning pitfalls .

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Separating Real Estate from Dealership Operations — How carving out real estate during multi-store acquisitions preserves millions in equity for blue sky and working capital .

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Funding Construction & OEM Facility Mandates — Comparing internal capital, bank construction loans, and 100% project funding models .

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Minimizing Ad Point Carry Costs — How capitalizing interest during 18-to-24-month ground-up builds shields store cash flow until the showroom opens .

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Structuring Succession & Partner Buyouts — A real-world case study of how a 50/50 partnership used a sale leaseback to fund a retiring partner and scale from 20 to 40+ stores.

Resources & Links:

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Stream more episodes and access dealer resources: https://vada.com/live

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Learn more about Capital Automotive: https://capitalautomotive.com/

About Dan Garces: Dan Garces is President and Chief Operating Officer of Capital Automotive. With decades of commercial lending and dealer financing experience—including eight years with Comerica Bank's dealer finance division—Dan has spent over 24 years helping automotive retailers structure real estate capital solutions to support expansion and ownership transitions.

Enjoying VADA Live? Please leave us a 5-star rating and review on Apple Podcasts or Spotify!

Dealerships spend tremendous effort refining sales scripts, software workflows, and operational processes, but how do employees actually perform when faced with an upset customer, ambiguity, or high-stakes decisions?

In this episode of VADA Live, we sit down with Napoleon "Napo" Rumteen, Founder and CEO of Interactive EQ . Drawing on behavioral data from more than 8,000 simulated role-playing experiences—with over 60% focused specifically on automotive retail—Napo unpacks the hidden behavioral patterns that dictate dealership performance . He explains why 63% of employees solve surface symptoms rather than root causes, why 86% hide behind rigid playbooks during customer friction, how to pressure-test job candidates before hiring, and how dealership leadership can turn the elusive "it factor" into a trainable, repeatable skill across every department .

In this episode:

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Measuring Human EQ — How observing real-time behavior in controlled simulations replaces subjective gut-feel and self-reported personality tests .

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Symptoms vs. Root Cause — Why 63% of employees solve only surface-level issues while fewer than 12% demonstrate deeper integrative problem-solving .

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Process Defensiveness — How 86% of staff default to defending the playbook when customer situations demand flexible, adaptable judgment .

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Showroom Decision-Maker Bias — What 900+ simulations revealed when testing whether staff acknowledge female car buyers as the primary stakeholder .

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Authority Bottlenecks — Why 1 in 4 employees freeze when decision authority is ambiguous, and how managers can avoid becoming daily operational bottlenecks .

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AI & Replicating the "It Factor" — How AI automation of routine tasks makes human judgment, empathy, and situational awareness more valuable than ever .

Resources & Links:

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Stream more episodes and access dealer resources: https://vada.com/live

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Learn more about Interactive EQ: https://www.interactiveeq.com/

About Napoleon "Napo" Rumteen: Napoleon "Napo" Rumteen is the Founder and CEO of Interactive EQ, a behavioral analytics platform that benchmarks intangible human skills through realistic, simulation-based environments . With extensive experience across automotive retail and sales leadership, Napo helps dealerships diagnose skill gaps, optimize hiring, and develop high-performing teams .

Enjoying VADA Live? Please leave us a 5-star rating and review on Apple Podcasts or Spotify!

Despite front-end gross compression, tariff uncertainty, and macroeconomic headwinds, automotive dealers continue to prove remarkably resilient across every other department.

In this episode of VADA Live, Steve Greenfield, General Partner at Automotive Ventures and author of The Future of Mobility, breaks down the state of retail automotive. Steve explores why the traditional BDC model could become obsolete within five years due to voice AI, how dealers can capture revenue from older vehicles in operation amid a K-shaped economy, and what global competition from Chinese OEMs means for long-term dealership strategy.

In this episode:

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Dealer Resilience & Margin Shifts — How dealerships are offsetting front-end gross compression with strong performance in back-end F&I and Fixed Ops.

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The K-Shaped Economy — Navigating high-end luxury demand alongside mass-market affordability challenges and credit tightness.

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Fixed Ops Capture Rates — Strategies to retain customer loyalty after vehicle warranties expire and capture older vehicles in operation.

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China EV & Global Competition — How tariffs, joint ventures, and Chinese manufacturing efficiency require long-term scenario planning.

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Reimagining the BDC with Voice AI — Why 24/7 AI voice assistants will transform first-line phone response and render traditional BDC setups archaic.

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Vetting AI Software — Why technology investments are shifting toward Fixed Ops innovation and capturing unanswered inbound calls.

Resources & Links:

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Stream more episodes and access dealer resources: https://vada.com/live

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Learn more about Automotive Ventures: https://www.automotiveventures.com/

About Steve Greenfield: Steve Greenfield is General Partner at Automotive Ventures, a venture capital firm investing in technology startups across automotive and mobility. A veteran industry executive and former Manheim leader, Steve is also the author of The Future of Mobility.

Enjoying VADA Live? Please leave us a 5-star rating and review on Apple Podcasts or Spotify!

Despite rising interest rates, gas price volatility, and macroeconomic headwinds, the U.S. auto industry continues to show remarkable resilience .

In this episode of VADA Live, Brian Finkelmeyer, Senior Director of Enterprise Insights & Advisory at Cox Automotive, breaks down why the auto market is pacing over 16 million new vehicle sales while generating a record-setting $780 billion in overall revenue . Brian explores the massive consumer shift toward hybrids, the reality behind auto affordability, looming negative equity risks on dealer lots, and why F&I and Fixed Ops continue to drive dealer profitability .

In this episode:

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Market Resilience & 16M Sales Pace — Why macroeconomic headwinds haven't halted demand and how total auto retail revenue hit $780B despite lower unit volume than 2019 .

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The Hybrid Surge — How gas prices and OEM line-ups have pushed compact SUV hybrid adoption from 25% to over 35% .

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Deconstructing Affordability — Why affluent households earning $200k+ now represent over 30% of all new vehicle buyers .

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Looming Negative Equity — How extended 72- and 84-month loan terms and reduced factory cash incentives are creating trade-in hurdles .

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Fixed Ops & F&I Profitability — Why dealerships are doubling down on service operations and capitalizing on high-yield F&I margins .

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AI Concierges & Global Competition — Measuring true ROI on AI in dealership operations, plus the impact of Chinese EV expansion on global OEMs .

Resources & Links:

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Stream more episodes and access dealer resources: https://vada.com/live

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Learn more about Cox Automotive: https://www.coxautoinc.com/

About Brian Finkelmeyer: Brian Finkelmeyer serves as Senior Director of Enterprise Insights & Advisory at Cox Automotive . With decades of retail automotive experience across OEM and software sectors, Brian advises dealership leadership and executive boards on market trends, inventory strategies, and industry shifts .

Enjoying VADA Live? Please leave us a 5-star rating and review on Apple Podcasts or Spotify!

Navigating over 150 local, state, and federal regulations while handling FTC advertising scrutiny, pay plan disputes, and rising dealership fraud requires more than standard legal advice — it requires real operational insight. In this episode of VADA Live Lisa Olivieri, Attorney and Chief Operating Officer at Davis, Agnor, Rapaport & Skalny, shares how dealers can strengthen compliance and protect their bottom line. Drawing on her background managing legal strategy and operations for one of the nation's top automotive groups, Lisa breaks down practical ways to structure transparent pay plans, prevent consumer protection disputes, and manage technology vendor risks. In this episode: The Regulatory Reality — Why managing 150+ laws governing sales and service requires deep operational understanding rather than traditional legal theory. FTC Scrutiny & Online Sales — How interstate commerce and third-party digital channels create legal exposure under legacy advertising laws. Eliminating Pay Plan Lawsuits — Why employee confusion over DMS cost calculations and pack fees drives litigation, and how back-office transparency fixes it. Consumer Protection & Risk Reduction — How standardized, clear buying processes prevent customer disputes before they escalate. Fraud & Theft Prevention — Practical ID verification techniques, paystub audits, and why local police relationships are vital when recovering stolen inventory. Tech & Vendor Security — Why GLBA privacy compliance makes vendor contract scrutiny a top priority for modern dealerships. 🎙️ ABOUT VADA LIVE VADA Live is the official video podcast of the Virginia Automobile Dealers Association. Each episode features candid conversations with industry leaders, analysts, and legal experts on the trends, regulatory changes, and strategies shaping automotive retail. Subscribe for new episodes: https://www.youtube.com/@VADALive 👤 ABOUT LISA OLIVIERI Lisa Olivieri is the Chief Operating Officer and Attorney at Davis, Agnor, Rapaport & Skalny LLC. A seasoned executive and legal strategist, Lisa brings decades of high-level experience navigating complex operations, enterprise-wide transformations, and deal transactions across highly regulated spaces. Prior to joining the firm, Lisa spent nearly a decade in executive leadership in the retail automotive sector, serving as Vice President, Chief Legal Officer, and Chief Administrative Officer for MileOne Autogroup — one of the Mid-Atlantic's largest dealership networks. In that role, she led major M&A transactions, corporate governance, risk management, and operational modernization initiatives. 🏢 ABOUT DAVIS, AGNOR, RAPAPORT & SKALNY Davis, Agnor, Rapaport & Skalny LLC is a premier, full-service law firm based in Columbia, Maryland, dedicated to serving businesses, entrepreneurs, and families throughout the Mid-Atlantic region. They deliver sophisticated legal counsel wrapped in a high-touch, client-centric service model. With a deep understanding of corporate growth, commercial real estate, labor and employment, estate planning, and complex litigation, the firm serves as a trusted advisory partner for companies navigating crucial transition points, scaling operations, or protecting their hard-earned enterprise value.

Promoting your top salesperson or master tech into management without proper leadership training is one of the fastest ways to burn through dealership talent .

In this episode of VADA Live, NADA Academy Instructor Georgia Munson draws from decades of experience across Ford Motor Company, Faulkner Ciocca Automotive Group, and Berkshire Hathaway's XTRA Lease. Outlining how top-performing dealerships build intentional cultures, reduce costly turnover, and develop managers who deliver results through others, this is an episode you don't want to miss!

In this episode:

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Intentional Culture — Why outperforming dealerships focus on clear accountability, sustainable processes, and employee experiences rather than just monthly gross numbers .

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The Management Shift — Moving from doing the work yourself to achieving results through a team, and why top individual producers don't always make the best leaders .

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Combating Turnover — Employees rarely quit over a single bad day; they leave when they feel disconnected from the company's vision or lack career growth opportunities .

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The Communication Trap — Why assuming your team understands a priority just because you mentioned it once is a major leadership mistake .

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Tech vs. Trust — How to use AI and technology to remove friction for staff without eroding human trust .

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Crucial Conversations — Practical advice on delivering direct, candid feedback while leaving an employee's ego intact .

Resources & Links:

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Stream more episodes and access dealer resources: https://vada.com/live

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Learn more about NADA Academy: https://www.nada.org/nada-academy

About Georgia Munson: Georgia Munson is an Instructor at NADA Academy . With decades of retail and OEM experience—including leadership roles at Ford Motor Company, Faulkner Ciocca Automotive Group, and Berkshire Hathaway's XTRA Lease—Georgia educates dealership managers on financial management, fixed/variable operations, and strategic leadership .

Enjoying VADA Live? Please leave us a 5-star rating and review on Apple Podcasts or Spotify!

Are you truly operating your stores, or are you just a holding company for automotive real estate?

We caught up with Jim Fitzpatrick, Co-Founder of CBT News and retail auto veteran, for an exclusive sneak peek at the industry trends and leadership strategies he is bringing to the VADA '26 Convention stage at the Marriott Virginia Beach Oceanfront.

Register for VADA '26: https://vada.com/convention/

In this bonus "Convention Sneak Peek" episode, Jim hits hard on what it takes to survive modern automotive retail. He shares the operational data behind CBT's recent viral interview with VADA's Don Hall, explores the changing expectations of incoming Gen Z talent, and explains why dealership groups must professionalize their training programs to protect their bottom line. As Jim notes plainly on industry survival, "Engagement is the key".

In this episode:

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The Engaged Operator — Flying off in a private jet or hanging out on a yacht is great, but the dealers winning right now are deeply embedded in the day-to-day operations. Jim explains why modern business pressures require hands-on leadership.

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The 750K View Sparring Match — Jim breaks down his recent global trade debate with Don Hall regarding Chinese OEMs. While their views differ on sealing off the market, the viral numbers prove that this topic touches a massive nerve across the country.

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The Critical Need for Association Voice — No individual dealer wants to sue or fight their OEM. Jim highlights why powerful state associations like VADA are vital for protecting the franchise model at the state house and in DC.

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Stop the Hiring Insanity — Dealerships readily burn $100,000 a month on ad spend but skip investing in actual staff training. Jim challenges dealers to hire dedicated in-house training managers rather than forcing untrained sales managers to do it.

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Recruiting Gen Z Transparency — The incoming generation demands an authentic work-life balance. Forcing recruits into grueling schedules without complete transparency upfront is fueling the industry's high salesperson turnover rate.

Watch, then register: https://vada.com/convention/

🎙️ ABOUT VADA LIVE VADA Live is the official video podcast of the Virginia Automobile Dealers Association, hosted by Dan Carrigan. Each episode features candid conversations with industry leaders, analysts, and experts on the trends, data, and strategies shaping automotive retail — from the showroom floor to the main stage at the VADA Annual Convention. Subscribe for new episodes: https://www.youtube.com/@VADALive

👤 ABOUT JIM FITZPATRICK Jim Fitzpatrick is the Co-Founder of CBT News, one of the most prominent digital media platforms serving the retail automotive industry. Jim has been embedded in the auto sector since the early 1980s, serving across various roles from variable operations to becoming a successful dealer principal himself.

🏢 ABOUT CBT NEWS CBT News (Car Biz Today) is an industry-leading multimedia platform providing daily news, analysis, dealer interviews, and high-impact training resources for automotive professionals nationwide.

#VADA26 #AutomotiveRetail #VADALive #CBTNews #DealershipOperations #SalesTraining #JimFitzpatrick

With regulators increasingly urging consumer communities and dealers to "turn in your neighbor," your dealership cannot rely on local complacency to escape compliance penalties. We caught up with Lauren Bailey, Vice President of State and Regulatory Affairs at ComplyAuto, for an exclusive sneak peek at the advertising, privacy, and safety compliance strategies she is bringing to the VADA '26 Convention stage at the Marriott Virginia Beach Oceanfront. Register for VADA '26: https://vada.com/convention/ In this bonus "Convention Sneak Peek" episode, Lauren challenges dealers to shift their mindsets away from viewing legal compliance as a dry line-item cost. Instead, she outlines how robust compliance gives dealerships a massive edge in customer experience and employee retention. Lauren breaks down the shifting rules of AI-generated advertising, emerging state privacy laws, and why your physical service drive setup might be making you a target for unexpected OSHA inspections. In this episode: The "Turn In Your Neighbor" Era — Regulatory agencies are actively hunting for deceptive automotive retail ads. Relying on the excuse that "the guy down the street is doing it" is no longer a safe harbor. The Deceptive Reality of AI Ads — Dealerships are leveraging AI for customer testimonials, virtual chatbots, and credit decisions. Lauren highlights the legal risks of automated deception and the mandatory disclosures required by attorneys general. The Looming Privacy Patchwork — State privacy regulations have expanded across 21 states. Assuming your business is fully exempt under the Gramm-Leach-Bliley Act (GLBA) is an operational trap. OSHA's Heat Enforcement Trap — Franchise dealerships are usually excluded from OSHA's national emphasis program on heat injury. However, depending on your NAICS code classification and whether your service center is a non-contiguous location, your shop could be hit with steep penalties under the General Duty Clause. Once Every 100 Years — Statistically, a standard dealership is only inspected by OSHA once a century. But disgruntled employees or unsatisfied consumers change those odds instantly. Lauren details how to handle complaints proactively. Watch, then register: https://vada.com/convention/ 🎙️ ABOUT VADA LIVE VADA Live is the official video podcast of the Virginia Automobile Dealers Association, hosted by Dan Carrigan. Each episode features candid conversations with industry leaders, analysts, and experts on the trends, data, and strategies shaping automotive retail — from the showroom floor to the main stage at the VADA Annual Convention. Subscribe for new episodes: https://www.youtube.com/@VADALive 👤 ABOUT LAUREN BAILEY Lauren Bailey is the Vice President of State and Regulatory Affairs at ComplyAuto. With over 15 years of experience embedded within the NADA legal department, Lauren is an industry-leading expert in automotive policy, federal compliance, and operational risk mitigation. At VADA '26, she will be co-presenting on stage alongside industry heavyweight Barry Shrapp. 🏢 ABOUT COMPLYAUTO ComplyAuto is a premier compliance technology platform purpose-built for automotive dealerships. By translating complex state and federal regulations into automated, boots-on-the-ground software solutions like Guardian, ComplyAuto helps dealerships seamlessly manage privacy, advertising, and workplace safety compliance.

Is your dealership so focused on the end of the month that you're missing the massive geopolitical and economic shifts reshaping the auto industry? We caught up with Sam D'Arc, Chief Operating Officer of Zeigler Auto Group and host of the Daily Dealer Live podcast, for an exclusive sneak peek at the operational insights he is bringing to the VADA '26 Convention at the Marriott Virginia Beach Oceanfront — where he will be moderating two powerhouse panels featuring experts like Diana Lee, Don Hall, and Jim Fitzpatrick! Register for VADA '26: https://vada.com/convention/ In this bonus "Convention Sneak Peek" episode, Sam warns that the industry's focus on short-term profitability is holding it back. "One of our shortcomings is we live on a 30-day cycle," he explains. Sam breaks down the urgent need for a long-term "Apollo moon landing" vision to compete against Chinese manufacturers, the reality of service department defection, and how to stop "cheating" your consumers in the F&I office. In this episode: The Popularity Contest — Don Hall and VADA are known for their unapologetic advocacy of the franchise system. As Sam notes, "I think there's some associations that collect dues and try to win a popularity contest. I don't think Don cares about the popularity contest". The 30-Day Cycle — The automotive industry excels at solving immediate problems, but often struggles with long-term strategy. Sam warns that "in a 30-day cycle, people will do things that benefit the short rather than the long-term". The Global EV Threat — When competing against state-sponsored Chinese auto manufacturers, Sam wants to see US legacy automakers adopt an "Apollo moon landing" mentality. Instead of lobbying to ban the competition, OEMs need a unified, bold vision to out-innovate them. Service Retention & Buy Centers — Dealerships are losing service customers despite rising revenues padded by inflation. Sam emphasizes that retaining service customers via video MPIs and utilizing the service drive as a used-car buy center are critical operational priorities. F&I Education — With record-high vehicle prices, interest rates, and insurance costs, consumers need protection products more than ever. But as Sam warns, "You cheat yourself, you cheat the consumer if you skip those steps" of properly educating them early in the process. 🎙️ ABOUT VADA LIVE VADA Live is the official video podcast of the Virginia Automobile Dealers Association, hosted by Dan Carrigan. Each episode features candid conversations with industry leaders, analysts, and experts on the trends, data, and strategies shaping automotive retail. Subscribe for new episodes: https://www.youtube.com/@VADALive 👤 ABOUT SAM D'ARC Sam D'Arc is the Chief Operating Officer of Zeigler Auto Group and a leading operator voice in automotive retail. With decades of experience across dealership operations and F&I, he also hosts the Daily Dealer Live podcast. Sam brings practical, real-world operator experience to help dealers think more clearly about operational strategy and long-term industry challenges. 🏢 ABOUT ZEIGLER AUTO GROUP Zeigler Auto Group is a growing, privately-owned dealership network spanning the Midwest, including locations across Michigan, Illinois, Indiana, and Wisconsin. They prioritize reducing friction in the customer experience, innovating inside the service drive, and maintaining a high standard for employee education and consumer advocacy.

Is artificial intelligence creating a helpful resource for your customers, or is it building a wall between them and your sales team?

We caught up with Dr. John Coles, Vice President of Data Science and Analytics at ACV, for an exclusive sneak peek at the machine learning and vehicle valuation strategies he is bringing to the VADA '26 Convention at the Marriott Virginia Beach Oceanfront .

Register for VADA '26: https://vada.com/convention/

In this bonus "Convention Sneak Peek" episode, Dr. Coles explains that modern consumers demand absolute transparency . He explores how to effectively utilize machine learning in the back office, the critical necessity of multi-source information fusion, and how to stop overwhelming your staff with too many software tools .

In this episode:

• The "Zero Surprises" Consumer — Modern buyers are fiercely protective of their time . As Dr. Coles notes regarding his own car buying experience, "The thing that I look for as a consumer when I walk in is zero surprises on a cost side" .
• The New Normal — With lease returns growing and margin compression remaining a stark reality, dealers must utilize data to quickly position each vehicle for the right consumer . As Dr. Coles warns, "We're never going back to an old normal" .
• Speed to a Human — If you introduce AI as a friction point between your dealership and the customer, you put the relationship at risk . AI should be used in the back office because, as Dr. Coles puts it, "Right now, for me, it's all about speed to a human" .
• Stop Software Overload — Dr. Coles breaks down the change management strategies needed to actually implement data-driven tools without burning out staff . "If you lob nine software solutions in and see what works... I'll give you a hint. None of them will work" .

🎙️ ABOUT VADA LIVE

VADA Live is the official video podcast of the Virginia Automobile Dealers Association, hosted by Dan Carrigan. Each episode features candid conversations with industry leaders, analysts, and experts on the trends, data, and strategies shaping automotive retail.

Subscribe for new episodes: https://www.youtube.com/@VADALive

👤 ABOUT DR. JOHN COLES Dr. John Coles is the Vice President of Data Science and Analytics at ACV . With 15 years of experience in machine learning and a background spanning emergency management and counterterrorism research, Dr. Coles is a leading expert in vehicle valuation analytics and operational data strategy .

🏢 ABOUT ACV ACV provides a vibrant digital marketplace for wholesale vehicle transactions and data services. By bridging the physical and digital worlds, ACV equips dealers with transparent, data-driven vehicle valuations to ensure speed to decision and action across their inventory .

With front-end margins compressing and credit availability tightening, how do top-performing dealerships continue to run massive numbers in the F&I office? We caught up with Joe St. John, Corporate Finance Manager for Oakes Auto Inc., for an exclusive sneak peek at the F&I strategies he is bringing to the VADA '26 Convention at the Marriott Virginia Beach Oceanfront. Register for VADA '26: https://vada.com/convention/ In this bonus "Convention Sneak Peek" episode, Joe doesn't sugarcoat the current market: "It's been really easy and now... it's hard". He breaks down the stark reality of today's margin squeeze and why surviving the current lender "rodeo" requires absolute consistency. Joe shares how his team leverages transparent showroom technology to eliminate negotiation fatigue, and how they built an internal Management in Training (MIT) program to constantly develop fresh F&I talent from their own sales floor. In this episode: The Margin Squeeze — With industry data showing front-end margins dropping from $4,700 to $2,500 since early 2021, dealership profitability is heavily reliant on F&I production. The Lender "Rodeo" — Credit availability is tightening up, making it harder to secure approvals for higher-risk customers. Joe explains why strong lender relationships are crucial right now, noting that getting deals done is real "work". The Power of Consistency — You don't need magic to drive F&I numbers. As Joe notes, "A bad process executed consistently and perfectly will outperform a perfect process that's never executed". Transparent Tech — Joe's team uses tools like AutoFi to build deals side-by-side with the customer on the showroom floor. This transparent approach prevents negotiation fatigue before the customer even reaches the F&I office. The Talent Factory — Instead of being limited by human capital , Oakes Auto built an MIT program that puts top salespeople through an internal F&I school to build a bench of future leaders. 🎙️ ABOUT VADA LIVE VADA Live is the official video podcast of the Virginia Automobile Dealers Association, hosted by Dan Carrigan. Each episode features candid conversations with industry leaders, analysts, and experts on the trends, data, and strategies shaping automotive retail.Subscribe for new episodes: https://www.youtube.com/@VADALive 👤 ABOUT JOE ST. JOHN Joe St. John is the Corporate Finance Manager at Oakes Auto Inc. in Kansas City. A returning favorite to both VADA Live and the VADA Annual Convention, Joe brings decades of retail automotive experience and a deep passion for building scalable, high-performing F&I teams through consistent training and modernized technology. 🏢 ABOUT OAKES AUTO INC.Oakes Auto Inc. is a growing dealership group based in the Kansas City area. By prioritizing frictionless pricing, leveraging data-driven finance tools, and investing heavily in internal talent development through their MIT program, they have rapidly scaled their operations and profitability.

Is your sales team still relying on the old-school "just get them in" mentality?

In this episode of VADA Live, host Dan Carrigan sits down with NADA Academy instructor Matthew Vollmers. With three decades of experience across dealership operations and OEM roles, Matt explains why the traditional transactional playbook is losing ground to relationship-first cultures .

In this episode:

• The "J Curve" of Change — Why introducing new processes often causes visceral pushback from your team, and why leadership patience is required to survive the initial dip in performance .
• Rethinking Phone Skills — Why the primary goal of an inbound phone call should not be setting an appointment. Matt explains how to use the phone to earn trust, offer time savings, and "separate yourself from the crowd" .
• Digital Convenience vs. Human Touch — How top-performing companies merge digital time-savings with personalized service, and why "slow is smooth, smooth is fast" when implementing new tech .
• The Master Trainer Difference — A look inside the NADA Academy's rigorous Master Trainer program, and why instructors focus on the "power of the room" rather than just lecturing.

🎙️ ABOUT VADA LIVE

VADA Live is the official video podcast of the Virginia Automobile Dealers Association, hosted by Dan Carrigan. Each episode features candid conversations with industry leaders, analysts, and experts on the trends, data, and strategies shaping automotive retail.

👤 ABOUT MATTHEW VOLLMERS Matthew Vollmers is an instructor with the NADA Academy, bringing decades of experience across dealership operations, OEM roles, and training . He is certified through the Association for Talent Development (ATD) Master Trainer program and focuses on human capital management, leadership, and operational profitability.

🏢 ABOUT NADA ACADEMY The National Automobile Dealers Association (NADA) Academy prepares current and future dealership leaders to improve each department's profitability. The 11-month program utilizes instructors who have lived and worked the operations they teach, ensuring practical, real-world application for automotive professionals.

Dealerships have been processing warranty claims the exact same way for 80 years . Is your fixed ops department leaving massive dollars on the table?

We caught up with WarrCloud CEO Jim Roche for an exclusive sneak peek at the technology and AI strategies he is bringing to the VADA '26 Convention at the Marriott Virginia Beach Oceanfront Resort.

Register for VADA '26: https://vada.com/convention/

In this bonus "Convention Sneak Peek" episode, Jim breaks down why warranty is a dealership's second-largest receivable . He explores how artificial intelligence is eliminating double data entry in the back office , the specific OEM reimbursement rules most dealers miss , and why 93% of dealers are actively expanding their use of software tools.

In this episode:

• The Hidden $72K — From floor plan expenses for recall-stalled vehicles to service shuttle bus reimbursements, Jim highlights exactly where dealers are missing out on legitimate OEM claims .
• The Four Pillars of Warranty — How to evaluate your warranty operations through revenue optimization, expense reduction, cash flow improvement, and OEM compliance .
• AI in the Back Office — Why replacing repetitive, manual data entry with AI not only reduces costs but significantly improves employee retention and technician satisfaction .
• OEM Friction — Why OEMs need your warranty data as quickly as possible to catch supply chain quality issues, and how to stay on their good side by being timely, accurate, and compliant.

🎙️ ABOUT VADA LIVE VADA Live is the official video podcast of the Virginia Automobile Dealers Association, hosted by Dan Carrigan . Each episode features candid conversations with industry leaders, analysts, and experts on the trends, data, and strategies shaping automotive retail.

👤 ABOUT JIM ROCHE Jim Roche is the CEO of WarrCloud. A returning speaker to the VADA Annual Convention, Jim is an industry expert in fixed operations and dealership technology, dedicated to helping dealers increase profitability through modernized solutions.

🏢 ABOUT WARRCLOUD WarrCloud is a technology company focused on automating one of the most complex areas of dealership operations: warranty claims processing . As the only company in automotive utilizing advanced technology to tackle this problem, WarrCloud helps dealers optimize revenue, reduce administrative expenses, and improve cash flow .

What happens when a customer declines a tire replacement on a Multi-Point Inspection, gets into an accident, and takes the dealership to court?

In this episode of VADA Live, host Dan Carrigan sits down with automotive legend and NADA Academy instructor Bob Atwood. With 60 years of experience in the auto industry and a background in law, Bob delivers a masterclass on the legal liabilities hiding in your service drive and the operational basics required to maximize Fixed Ops profitability.

In this episode:

• The Liability of the MPI — Why failing to check off items on a Multi-Point Inspection can hold a dealership legally liable for a customer's accident, and why you should use the word "deferred" instead of "declined".
• Redefining CSI — Bob argues that CSI doesn't just stand for Customer Satisfaction Index; it stands for "Customer Supplies Income".
• The 5-Year Defection — Seven out of 10 customers defect from the dealership in year five. Bob explains how failing to build a relationship during the warranty period destroys long-term retention.
• Growing Service Revenue — Dealerships currently capture only 14% of after-sales revenue. Bob shares a simple strategy to win that business back: ask customers if they have other makes and models at home that need servicing.
• Training as an Investment — Why training is the number two reason technicians come to a dealership (right behind being treated with respect) and why it is an investment, not an expense.

🚨 Join us for VADA 2026! Registration is open for the VADA Annual Convention, taking place June 22-25 at the Marriott Virginia Beach Oceanfront Resort. Visit vada.com to secure your spot.

🎙️ ABOUT VADA LIVE VADA Live is the official video podcast of the Virginia Automobile Dealers Association, hosted by Dan Carrigan. Each episode features candid conversations with industry leaders, analysts, and experts on the trends, data, and strategies shaping automotive retail.

👤 ABOUT BOB ATWOOD Bob Atwood is an instructor at the NADA Academy, bringing 60 years of automotive industry experience to the classroom. Having started in the business in 1964, Bob has spent the last 30 years training dealers across the country. Holding a Juris Doctor (JD), Bob brings a unique legal perspective to dealership operations and consumer protection.

🏢 ABOUT NADA ACADEMY The National Automobile Dealers Association (NADA) Academy prepares current and future dealership leaders to improve each department's profitability. The 11-month program utilizes instructors who have lived and worked the operations they teach, ensuring practical, real-world application for automotive professionals.

We caught up with Presidio Group's Kevin Tynan for an exclusive sneak peek at the data-driven strategy he's bringing to the VADA '26 Convention at the Marriott Virginia Beach Oceanfront.

Register for VADA '26: https://vada.com/convention/

Kevin is one of the sharpest analysts in automotive retail — and he's not here to sugarcoat it. In this bonus "Convention Sneak Peek" episode, Kevin breaks down the financial physics every Virginia dealer needs to understand heading into 2026: why cheap cars aren't coming back, how the franchise model has saved consumers $194 billion since 2018, and why used vehicles are more like a "snowflake or a fingerprint" than a commodity right now. He's saving his deep dives on the Chinese EV threat and Fixed Ops for the main stage in Virginia Beach — but this episode gives you the foundation to arrive ready.

In this episode:

• The $25K Reality Check — Why OEMs are moving away from affordable volume, not toward it
• The $194 Billion Defense — Hard data proving the franchise model works for consumers
• The "Snowflake" Market — What's really happening with used vehicle margins right now
• Financial Physics 101 — Supply, demand, and what the numbers are actually saying for 2026

Watch, then register: https://vada.com/convention/

🎙️ ABOUT VADA LIVE VADA Live is the official video podcast of the Virginia Automobile Dealers Association, hosted by Dan Kerrigan. Each episode features candid conversations with industry leaders, analysts, and experts on the trends, data, and strategies shaping automotive retail — from the showroom floor to the main stage at the VADA Annual Convention. Subscribe for new episodes: https://vada.com/news?filter=vadalive

👤 ABOUT KEVIN TYNAN Kevin Tynan is Director of Research at The Presidio Group, where he tracks the forces shaping automotive retail — from manufacturing economics and OEM strategy to dealership operations and macro market trends. A returning speaker at the VADA Annual Convention, Kevin is known for translating complex data into actionable insights for franchise dealers across the country. Connect with Kevin on LinkedIn: / kevinptynan

🏢 ABOUT THE PRESIDIO GROUP The Presidio Group is an investment banking and advisory firm dedicated exclusively to the automotive industry. They provide M&A advisory, capital markets, and strategic consulting services to franchise dealers, dealer groups, and automotive companies — helping clients navigate the financial and operational realities of a rapidly evolving market. Learn more: https://thepresidiogroup.com/

As vehicle affordability remains a top concern, the role of the dealership's Finance & Insurance (F&I) office is more critical than ever. In this episode of VADA Live, host Dan Carrigan sits down with Robert Hunter, President of Automotive F&I at Brown & Brown Dealer Services. We formally welcome Brown & Brown as VADA's newest Program Partner for Virginia's franchise dealers and dive into the strategies needed to protect front-end gross and properly serve today's budget-conscious consumer.

In this episode:

• The Affordability Factor — With consumers stretching budgets and holding onto older, higher-mileage used vehicles, dealers must adapt their protection product offerings.
• Consultative Selling — Why F&I teams need to move beyond the pitch. As Robert notes, "It's not just the purchase today. It's the purchase for however long they're going to keep the vehicle".
• Building a Bench — The importance of promoting the auto industry as a long-term career path and recruiting fresh F&I talent from within the dealership.
• Continuous Training — How modern dealerships are utilizing a mix of face-to-face coaching and AI technology to create risk-free customer simulations for F&I managers to practice their skills.

🎙️ ABOUT VADA LIVE VADA Live is the official video podcast of the Virginia Automobile Dealers Association, hosted by Dan Carrigan. Each episode features candid conversations with industry leaders, analysts, and experts on the trends, data, and strategies shaping automotive retail.

👤 ABOUT ROBERT HUNTER Robert Hunter is the President of Automotive F&I at Brown & Brown Dealer Services. Based out of the Boston area, Robert and his team focus on cultivating relationships with dealerships nationwide, bringing fresh ideas, AI-driven training, and consultative processes to elevate F&I operations and profitability.

🏢 ABOUT BROWN & BROWN DEALER SERVICES Brown & Brown Dealer Services is a VADA Program Partner. They provide franchise auto dealers with comprehensive F&I solutions, reinsurance expertise, and continuous, modern training programs designed to support dealership personnel and protect consumer investments.

How do you build trust with a consumer before they ever set foot in your showroom?

In this episode of VADA Live, host Dan Carrigan sits down with Tim Pohanka, Executive Vice President of Pohanka Automotive Group, and Chris Einterz, Director of Online Retailing at Dealer eProcess. Together, they break down the current state of digital automotive retailing, where strategies fall short, and how to effectively integrate AI without losing the human touch.

In this episode, we cover:

The Omnichannel Experience: Why maintaining consistent messaging across your website, digital tools, and marketing campaigns is the #1 issue dealers face today.

Trust Over Price: According to a Capital One study, consumer trust is nearly three times more of an indicator of a purchase than price alone.

Respecting Consumer Time: How bringing the negotiation and disclosure process online saves time in the showroom, allowing top salespeople to push 40+ deliveries a month.

AI Search Optimization: Why dealerships need to prioritize how AI search agents (like LLMs and smartphone assistants) are parsing their websites for zero-click searches.

Watch the full episode to see why transparency is the ultimate conversion tool.

About VADA: The Virginia Automobile Dealers Association (VADA) represents franchised new car and truck dealers in the Commonwealth of Virginia. Formed by dealers in 1943, VADA advocates for a regulatory environment that supports fair competition and enhances consumer safety. The association represents more than just the dealer, supporting every person across every team in the dealership operation.

About Dealer eProcess: Dealer eProcess is a digital retailing and website provider that partners with dealerships to enhance their online presence and digital strategy. They focus on helping dealers provide an omnichannel, seamless experience for online shoppers by prioritizing transparency, consistency, and information accuracy across all platforms.

About the Guests:

• Chris Einterz: Chris is the Director of Online Retailing at Dealer eProcess. He brings practical, real-world dealership experience to his role, having previously spent about eight years working in the automotive industry as a sales and F&I manager.
• Tim Pohanka: Tim serves as the Executive Vice President of the Pohanka Automotive Group. In addition to his leadership role, Tim is also one of the creators and stars of "Tour Detour," a dealer-led road trip video series that tests the real-world limits of the vehicles dealers sell every day.

Is your parts department the most neglected, underappreciated, and misunderstood department in your dealership?

In this episode, we sit down with Brian Crossin, an instructor at NADA Academy who brings over two decades of fixed operations and parts management experience to the table. Brian explains why dealerships routinely hand over half a million dollars in inventory capital to their parts teams without providing the formal sales and financial education needed to maximize that investment. In this episode, we cover:

The Sales Mindset: Why the biggest blind spot for dealers is failing to treat the parts department like a true sales department capable of generating service appointments and vehicle sales.

The Phone Call Problem: How mystery shops reveal a severe lack of sales training on the parts counter, despite staff fielding 50 to 100 phone calls per person, per day.

Crucial Metrics: Why tracking "Investment Quality" and the all-important "First-Time Fill Rate" matters far more than just monitoring obsolescence. Technology & AI: The importance of fully utilizing your current DMS, and how artificial intelligence and machine learning are poised to revolutionize inventory management.

Customer Experience: Why the ultimate rule of fixed ops is to "not make the customer work"—and how to eliminate friction points like bouncing customers back and forth for simple repair quotes.

Navigating Tariffs: Why the parts department's existing systems are already well-equipped to handle the cost fluctuations brought on by international trade tensions. Whether you're looking to launch a nationwide e-commerce strategy or just want to master the mundane basics of customer experience, this episode is packed with practical insights to elevate your fixed operations.

About VADA: The Virginia Automobile Dealers Association (VADA) represents franchised new car and truck dealers in the Commonwealth of Virginia. Formed by dealers in 1943, VADA advocates for a regulatory environment that supports fair competition and enhances consumer safety. The association uses its collective power to proactively preserve, protect, and enhance the economic life, relationships, and image of its members across the state.

About NADA Academy: The National Automobile Dealers Association (NADA) Academy prepares current and future dealership leaders to improve each department's profitability while examining how new technology and innovations reshape the retail automotive industry. Through comprehensive programs taught by industry experts, the Academy provides hands-on practical application to help automotive professionals develop an end-to-end view of business and dealership operations.

About the Guest (Brian Crossin): Brian brings 21-plus years of fixed operations experience to NADA. Before joining NADA, he was involved in all aspects of dealership parts operations, including 12 years in parts management. Brian's passion for teaching, mentoring, and process improvement led him to NADA. He is certified in change management and as a Master Trainer by the Association for Talent Development. Brian currently facilitates Fixed Operations 1—Parts Department.

We're at the halfway point of the Virginia General Assembly session, and the VADA legal team is breaking down exactly what the "Crossover" deadline means for your dealership. Join VADA Live host Dan Carrigan as he sits down with Anne Gambardella, Executive Vice President and General Counsel, and Mimi Perka, Director of Legal and Legislative Affairs, for a Capitol "vibe check."

From dodging unexpected solar canopy mandates to navigating new employment laws and surveillance pricing, Anne and Mimi share behind-the-scenes accounts of VADA's defensive wins. Tune in to find out which bills survived, which ones died, and how you can make your voice heard at the upcoming Dealer Day.

Chapters:

00:00 - Welcome & General Assembly "Vibe Check"

03:27 - What is "Crossover" and why does it matter?

09:48 - Bullets Dodged: Predictive Scheduling & Surveillance Pricing

12:21 - The unexpected legislative fight over Solar Canopies

15:58 - Broad workplace initiatives: Minimum wage & Paid Family Leave

19:18 - Dealer Modernization Bills & prepping for Dealer Day

22:51 - Right to Repair updates & defeating the tax on repair services

27:30 - The ultimate takeaway for Virginia dealers

About VADA Live: VADA LIVE is the official podcast powered by the Virginia Automobile Dealers Association, offering rich insights and information about the automotive industry in the Commonwealth of Virginia. Join VADA staff, members, and partners for behind-the-scenes accounts of our efforts in the legislature, regulatory, and industry worlds, and stay equipped with everything you need to know to be a successful and competitive automotive dealer in Virginia.