In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer unpack what happens when automotive dreams turn into customer service nightmares. From the absurd reality of one tool in the entire country being able to fix a faulty EV battery, to a seven-person family given a Kia Soul as a loaner, to Phillip’s own story of selling a $208,000 car that broke down just six miles after leaving the lot. This episode is packed with hard truths and human moments. They explore h...

In this episode of Leadership in the Dealership, hosts Danielle Mills Walden and Philip Greer pull back the curtain on one of the industry’s biggest misconceptions: where dealerships actually make their money. From the unsung powerhouse of the service department to the long game of customer loyalty that outlasts even brand preferences, Danielle and Philip break down five surprising truths that redefine the dealership experience. Through candid stories, real-world stats, and insider perspective...

In this episode of Leadership in the Dealership, hosts Danielle Mills Walden and Phillip Greer dive into the hot topic of rising dealer fees, sparked by California’s proposed increase from $85 to $500. They explore how this change compares to fees in other states, why the fees exist in the first place, and what they actually cover. Danielle shares insights from her time living in California, while Phillip breaks down the hidden costs and labor involved in processing vehicle sales. Together, they...

From jaw-dropping showroom floor moments to the most talked-about panels, Danielle Mills Walden and Phillip Greer deliver the ultimate recap of NAMAD 2025. This year’s convention broke records in Las Vegas with more than 1,200 attendees and every major OEM in the room. Toyota alone sent 53 leaders. But it was not just about the numbers. Conversations went deeper, from inventory shortages to tech adoption to making sure minority dealers have a true seat at the table. NAMAD proved it is no longe...

In this episode of Leadership in the Dealership, host Phillip Greer sits down with John Foley to explore how John launched Recharged, an electric vehicle dealership redefining what it means to serve today’s EV buyer. With over 25 years of experience in automotive retail, John shares why he left traditional car sales, how he built a brand people will travel across the country to work with, and what every dealer needs to know about sourcing, selling, and servicing used EVs. They also dive into the...

In this episode of Leadership in the Dealership, hosts Danielle and Phillip dive into the rapidly changing landscape of the EV tax credit. With the credit now set to expire on September 30, 2025 (seven years earlier than expected), they unpack what this means for buyers, dealerships, and manufacturers. From used vehicle eligibility and battery constraints to the rise of leasing and potential pricing shifts post-expiration, Danielle and Phillip cover the implications from every angle. Tune in fo...

In this episode, Danielle Mills Walden sits down with Paul Machin to dive deep into the realities facing the auto industry in 2025. They break down why affordable used cars are disappearing from the market, how repossessions are quietly reshaping dealer inventory, and why dealerships need to adapt in order to compete. Paul shares insights from decades of industry disruption, including how lenders, dealers, and consumers can all win when they embrace new inventory strategies. Danielle and Paul a...

In this episode of Leadership in the Dealership, hosts Danielle Mills Walden and Phillip Greer tackle the top seven most searched questions about buying used cars, according to AI. From negotiating the best deal and understanding dealer fees, to deciding on extended warranties and decoding trade-in values, they break down the nuances of the used car buying process. They also explore how online platforms like Carvana are reshaping the traditional dealership landscape. If you're curious about the ...

In this episode of Leadership in the Dealership, hosts Danielle Mills Walden and Phillip Greer dive deep into the Carvana effect. From Danielle’s own “traitor” confession of buying her car online to Phillip’s showdown with a dealership over a trade-in, they break down what makes Carvana so appealing, and what traditional dealers can learn from it. They cover speed, transparency, emotion, and how dealers can compete in a frictionless, digital-first world. This is a candid, insight-packed conversa...

In this episode of Leadership in the Dealership, co-hosts Danielle Mills Walden and Phillip Greer dive into the messy, exciting, and sometimes dangerous world of electric vehicles. From wild rental car stories and range anxiety to $111,000 Rivians and self-driving tech that almost didn’t stop at a red light, Danielle and Phillip share personal experiences and sharp commentary on the realities of the EV market. They explore whether EVs are truly sustainable, how government incentives work, and wh...

In this episode of Leadership in the Dealership, co-hosts Danielle Mills Walden and Phillip Greer dive into everything you need to know about the upcoming NIADA Conference, one of the top annual events built specifically for independent dealers. They break down what makes this conference different, how to prepare with intention and what to prioritize to get the most out of your time.Whether it's auditing your tech stack, targeting the right vendors, or using LinkedIn to build real connections be...

Monthly payments are soaring. Interest rates are climbing. And approval rates? Dropping fast. In this episode of Leadership in the Dealership, co-hosts Danielle Mills Walden and Phillip Greer unpack what today’s affordability crunch means for both car buyers and dealers, and why transparency is the most undervalued tool in a dealership’s arsenal.You’ll hear: A hilarious Ferrari mishap from Phillip’s early days on the lot The psychology behind buyer mistrust—and how to reverse it Why digital t...

What if the key to dealership success isn’t just about managing the team, but about unlocking the power of leadership? In this episode, Danielle sits down with Glenn Lundy to explore the leadership strategies that are transforming the automotive industry. We’ll dive into his powerful LEADD framework—Listen, Encourage, Advise, Develop, Daily—and how it’s helping dealerships grow through people-first leadership. From overcoming personal struggles to building a thriving leadership legacy, Glenn sh...

The car business is evolving fast with AI leading the charge. While some dealers hesitate, others use automation to streamline operations, enhance sales, and boost revenue. Where should dealers start? In this episode, Zach Hendrix, Co-Founder at Bolderstream, reveals why AI is a survival tool for tomorrow’s dealerships. Zach shares how forward-thinking dealers are gaining a competitive edge by leveraging data like never before. He also predicts the biggest shakeups in 2025, including the rise o...

What if the key to selling more cars isn’t just about the deal, but understanding the mind of the driver behind the wheel? In this episode of Leadership in the Dealership, we dive into the psychology of car buying. We’ll uncover the mental factors, emotional triggers, and subconscious biases that shape how consumers make their car purchase decisions. We’ll talk about the emotional connections that drive choices, the power of brand loyalty, and how past experiences impact our buying behavior. Pl...

Hosted by Upstart’s Keishawn Batts and Danielle Mills Walden, this episode of Leadership in the Dealership takes a deep dive into the newly implemented 25% tariff on imported cars and auto parts, effective April 3rd, 2025. With this significant policy shift, dealerships are facing new challenges—and opportunities—to adapt to the evolving automotive landscape. Today, we explore the immediate impact on car prices, inventory, and customer confidence, as well as the varied responses from OEMs like ...

Hosted by Upstart’s Keishawn Batts and Danielle Mills Walden alongside Don Richards-Boeff, this episode of Leadership in the Dealership dives into the challenge (and opportunity) of attracting and selling to Gen Z car buyers. With their unique shopping habits, digital-first mindset, and shorter attention spans, dealerships need fresh strategies to engage this emerging customer base. Today, we debate whether social media marketing actually moves metal, explore innovative dealership branding tech...

Is AI a true game-changer for dealerships, or just another buzzword? As artificial intelligence reshapes industries, automotive retail is no exception. But what does AI really mean for sales, service, and customer engagement at dealerships? In this episode of Leadership in the Dealership, we break down the impact of AI and separate fact from fiction. We explore how AI is enhancing — not replacing — dealership operations, making customer interactions more personalized, and streamlining processes...

Imagine a world where customers are willing to pay almost anything for a product they believe in. What if the key to unlocking that potential was simpler than you thought? The automotive industry may constantly change, but Niello proves that strong values and an employee-first culture lay the foundation for true success. In this episode, we explore how Niello has maintained a focus on both customers and employees while revolutionizing customer service and embracing the digital age with their on...

NADA 2025 was packed with insights, big ideas, and industry-shaping trends. In this episode of Leadership in the Dealership, Keishawn and Danielle share their biggest takeaways (and most fun stories) from the event. They’ll also dive into the biggest dealer challenges they heard at NADA, debate whether a few industry trends are truly game-changing or just hype, and highlight the booths and brands that made the biggest impact. If you want to stay ahead, get fresh perspectives, and be part of th...

Are interest rate cuts a game-changer for car buyers? The Fed’s recent decisions have caught everyone’s attention, but are they really making vehicles more affordable? In this episode of Leadership in the Dealership, we dive into the ripple effects of these rate cuts and explore what they mean for both dealerships and consumers. We take a closer look at whether these rate changes are driving real savings or just creating a perception of affordability. Together, we discuss how dealerships can tu...

2025 is shaping up to be a pivotal year for the automotive industry, and we’re diving into the trends that will impact dealerships the most. From tariffs and EV incentives to the rise of AI, we’re unpacking the key challenges and opportunities ahead. In this episode, we sit down to share our bold predictions for the year. Together, we explore how new tariffs might affect pricing, why EV adoption could stall without incentives, and how generative AI is poised to transform operations and elevate ...

Last year was a wild ride for the auto industry, and in our first episode together in person, we’re breaking it all down. From outages to new trends in financing, and even Jaguar’s eyebrow-raising rebrand, we’re tackling the big stories that shaped 2024. In this episode, we’re diving into the challenges dealers faced and how they found creative ways to keep sales going despite obstacles like the CDK outage and tighter credit markets. We share personal stories, industry insights, and a few laugh...