The Finance & Insurance (F&I) office plays a pivotal role in dealership profitability — but with increased legal scrutiny and evolving customer expectations, success now hinges on building trust through compliance.

In this episode, Chuck Bryant, NADA Academy Instructor, joins hosts Camron Wilson and Michael Hayes to share what actually works inside a high-performing F&I department. From weekly audits and consistent menus to transparent payment conversations, Chuck walks through how dealerships can create a trustworthy, repeatable process that drives results.

He also breaks down how to define real product value, why some offerings put your store at risk, and what to look for when reviewing your current F&I lineup. If you’re focused on improving performance without sacrificing integrity, this episode is for you.

A resource related to this episode's topic is NADA's Driven Management Guide on "Voluntary Protection Products: A Model Dealership Policy," available online here.

Follow Us

• X @NADAUpdate
• Instagram @NADA
• YouTube @NADAUpdate
• LinkedIn @NADA
• Facebook @NADAUpdate

Presented by The National Automobile Dealers Association
https://www.nada.org/

Security isn't just about protection, it’s about control. And for dealerships, that control over data is quickly becoming non-negotiable.

In this episode, Michelle Phelps, Senior Director of Customer Success at Authenticom, joins hosts Camron Wilson and Michael Hayes to explore the importance of dealership data control. They discuss Native Vault, a free resource available to NADA members, and how it helps dealers manage, secure, and optimize their data on their own terms.

Michelle shares real-world examples of what can happen when dealers overshare or lose track of vendor access. The conversation covers compliance risks, the operational impact of dirty data, and how better data practices can strengthen vendor relationships and increase marketing ROI.

This episode offers actionable steps any dealership can take to protect sensitive data, ensure clean data flows, and streamline their digital operations with confidence.

Follow Us

• X @NADAUpdate
• Instagram @NADA
• YouTube @NADAUpdate
• LinkedIn @NADA
• Facebook @NADAUpdate

Presented by The National Automobile Dealers Association
https://www.nada.org/

High prices, tightening incentives, and global uncertainty—Q2 was anything but predictable for the U.S. light-vehicle market.

In this episode, hosts Camron Wilson and Michael Hayes are joined by Patrick Manzi, Chief Economist at the National Automobile Dealers Association, for the first installment of NADA’s new Quarterly Economic Report series. Patrick breaks down the key forces that shaped Q2’s market dynamics, from shifts in consumer demand and inventory levels to the real-world impact of tariffs and affordability challenges.

They also get into what’s ahead for Q3—why used inventory could become critical, how hybrid sales are outpacing EVs, and what dealers should really be watching as inflation and interest rates put more pressure on customers’ wallets.

If you’re looking for grounded insights and actionable perspective on what the data actually means, you’ll want to hit play.

Follow Us

• X @NADAUpdate
• Instagram @NADA
• YouTube @NADAUpdate
• LinkedIn @NADA
• Facebook @NADAUpdate

Presented by The National Automobile Dealers Association
https://www.nada.org/

Today’s car buyers are more informed and more in control. The 2024 Car Buyer Journey Study from Cox Automotive shows how shifting expectations and smarter tools are shaping every step of the customer experience.

In this episode, Jade Terreberry and Vanessa Ton join hosts Camron Wilson and Michael Hayes to unpack what this year’s research reveals about buyer behavior, dealer opportunities, and the digital tools that make the biggest difference. They talk about the growing demand for hybrid buying experiences, how trade-in friction is becoming a key trust factor, and why more time spent shopping doesn’t mean less satisfaction.

We also get into why dealers who personalize the journey before the deal are seeing better results and what steps you can take now to meet buyers where they are and build loyalty that lasts. If you're looking for real-world takeaways to improve the customer journey and keep buyers coming back, this episode is a must.

Follow Us

• X @NADAUpdate
• Instagram @NADA
• YouTube @NADAUpdate
• LinkedIn @NADA
• Facebook @NADAUpdate

Presented by The National Automobile Dealers Association
https://www.nada.org/

Despite rapid advancements in e-commerce, a significant percentage of consumers still choose to purchase their vehicles in person. In this episode, hosts Camron Wilson and Michael Hayes are joined by Joe St. John, Chief Customer Officer at Autofi, to explore why digital retailing has yet to fully replace the traditional showroom experience. Joe discusses the misconceptions surrounding online car buying, highlights critical touchpoints that influence consumer decisions, and explains the operational challenges dealerships face when attempting to integrate digital and in-person processes. This conversation provides valuable insights into how dealerships can better align with evolving customer expectations by embracing a hybrid model that leverages technology while maintaining the personalized service buyers still value.

Follow Us

• X @NADAUpdate
• Instagram @NADA
• YouTube @NADAUpdate
• LinkedIn @NADA
• Facebook @NADAUpdate

Presented by The National Automobile Dealers Association

https://www.nada.org/

Trust is one of the biggest barriers in the service drive — and without it, your team will always be stuck in transactional selling. In this episode, Camron Wilson and Michael Hayes sit down with Jennifer Suzuki, President of eDealer Solutions, to talk about why service sales training is still the missing piece in dealership growth.

Jennifer breaks down how a customer-first mindset, value-based selling, and simple culture shifts can change everything. She shares real examples of what strong service advisor communication looks like, how to build trust quickly, and why slowing down is actually the smartest way to move forward. From walk-around strategy to technician videos and everyday phrases that signal care, this episode is full of practical tools you can use immediately.

If your service lane is still being treated like a speedway instead of a relationship-building opportunity, this episode will help you reset the approach.

Follow Us

• X @NADAUpdate
• Instagram @NADA
• YouTube @NADAUpdate
• LinkedIn @NADA
• Facebook @NADAUpdate

Presented by The National Automobile Dealers Association
https://www.nada.org/

Valuing a dealership isn’t a one-size-fits-all process — and most owners underestimate what really drives worth. In this episode, Erin Kerrigan, Founder and Managing Director of Kerrigan Advisors, joins hosts Camron Wilson and Michael Hayes to talk through the real factors that impact dealership valuations and how to strengthen them. Erin shares why location, fixed operations, used car performance, and image-compliant facilities all influence value — and how to think strategically about expansion and exits. She also outlines how real estate, staffing efficiency, and contract management can either help or hurt your long-term game. Whether you're planning to sell, grow, or simply sharpen your operations, this episode breaks down practical steps to improve performance and build value in today’s market.

Follow Us

• X @NADAUpdate
• Instagram @NADA
• YouTube @NADAUpdate
• LinkedIn @NADA
• Facebook @NADAUpdate

Presented by The National Automobile Dealers Association

https://www.nada.org/

The future of dealership operations is data-driven, and mastering AI, Customer Data Platforms (CDPs), and advanced analytics is no longer optional. In this episode, Jim Dodd, NADA Consultant & Digital Analytics Technical Specialist, joins hosts Camron Wilson and Michael Hayes to break down how dealers can use these tools to improve marketing, streamline operations, and gain a competitive edge. Jim explains how AI enhances customer interactions, why first-party data is key to better decision-making, and how CDPs provide a unified view of customers. He also covers critical topics like data privacy, ownership, and compliance, offering real-world strategies to ensure dealers stay in control of their data while maximizing its value. For dealers looking to optimize their digital strategy and future-proof their business, this episode is packed with insights you can’t afford to miss.

Follow Us

• X @NADAUpdate
• Instagram @NADA
• YouTube @NADAUpdate
• LinkedIn @NADA
• Facebook @NADAUpdate

Presented by The National Automobile Dealers Association

https://www.nada.org/