6 HR AGO

VADA Live S2:E6 | Digital Strategy & Trust: Winning the Online Car Buyer

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.

26 min

11 MAR

VADA Live S2:E5 | Unlocking Hidden Profit in Your Parts Department with Brian Crossin

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.

27 min

20 FEB

VADA Live S2:E4 – The Capitol Vibe Check: Talking Crossover 2026 with Anne Gambardella & Mimi Perka

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.

30 min

5 FEB

VADA Live S2:E3 – Managing vs. Leading: Why Your Service Advisors Are Leaving (And How to Fix It) with Christopher Craig

We know the stats: turnover in the automotive industry is hovering near 46%, and for service advisors specifically, it's nearly 49%. Why are dealership struggling to keep their best people? This week on VADA Live, host Dan Carrigan sits down with Christopher Craig – Author, Fixed Ops Expert, and U.S. Army Reserve Officers – to answer that question. Christopher argues the industry is full of "Managers" who managers, but lackss "Leaders" who lead people. In this conversation, we move beyond the spreadsheets to discuss the human side of service operations. Learn to establish a communication "rhythm" that eliminates friction for customers, structure KPIs that don't pit your team against each other, and why the next generation of technicians care about more than just a paycheck.

21 min

22 JAN

VADA Live S2:E2 – The Tour Detour: Tim Pohanka on Testing the Nissan CVT to the Limit

Can a used Nissan with over 100,000 miles and a Continuously Variable Transmission (CVT) survive the salt flats of Bonneville and the rock crawling trails of Moab? In this episode of VADA Live, host Dan Carrigan sits down with Tim Pohanka, Executive Vice President of the Pohanka Automotive Group, to discuss his hit new YouTube series, "Tour Detour: The Good, The Bad, & The CVT." Tim and two fellow dealers set out to bust the myths surrounding Nissan's CVT reliability by taking three high-mileage vehicles on a punishing 1,500-mile road trip across the American West. From river crossings to desert sand dunes, they wanted to prove that these cars could handle conditions no engineer ever intended. Watch the "Tour Detour" Series here: https://thetourdetour.com/episodes

20 min

15 JAN

VADA Live S2:E1 – The 2026 Virginia General Assembly: What to Watch

The 2026 Virginia General Assembly session is officially underway, and for the retail automotive industry, the stakes remain as high as ever. Join VADA Live host Dan Carrigan for our Season 2 premiere as he sits down with experts Mimi Perka, VADA Director of Legislative & Legal Affairs, and Ralston King, President of RivCo Government Affairs and VADA Lobbyist. With 18 new members entering the House of Delegates, VADA's mission this year is focused on education, relationship-building, and protecting the franchise system. As the saying goes: "If you are not at the table, you're on the menu." Now is the time for every member of the Virginia automotive community to engage, stay informed, and make their voices heard. Register for Dealer Day 2026 (Wednesday, January 28): https://vada.com/event/dealerday26

22 min

26/12/2025

VADA Live S1:E48 – Why Culture (and Your Service Dept) Will Define 2026 with VADA's Don Hall

In this conclusion to our special end-of-year series, VADA President and CEO Don Hall shifts the focus from external threats to the internal dynamics that will define dealership success in 2026. Hall shares candid takeaways from his recent time at the NADA Academy, specifically highlighting the critical, often undervalued role of service technicians. He argues that the service drive touches far more customers than the sales floor and that building a culture where employees feel valued is the only sustainable way to protect the business. Hall also issues a warning about upcoming regulatory attacks targeting processing fees and spot deliveries, urging dealers to prepare now rather than later. He challenges owners and general managers to "lead from the front" by being visible and engaged in the daily grind of their stores. With the 2026 legislative session and Virginia's 250th anniversary on the horizon, the message is clear: your presence—whether in the dealership or at the General Assembly—has never mattered more.

11 min

19/12/2025

VADA Live S1:E47 – The Franchise, Fixed Ops, and The Future with VADA's Don Hall (Part 1)

VADA's Don Hall sat down for a candid, two-part interview on the threats facing the franchise system–from manufacturers like VW and Scout pushing for direct sales to the new political landscape in Richmond. In Part 1 Don delivers a message to dealers who think they can coast through 2026: "Manufacturers have made it clear... they would love to be able to take off certain vehicles and sell them direct. We need to care and we need to get engaged. This is a big deal. It's not going to go away."

9 min

VADA Live

Episodes

VADA Live S2:E6 | Digital Strategy & Trust: Winning the Online Car Buyer

VADA Live S2:E5 | Unlocking Hidden Profit in Your Parts Department with Brian Crossin

VADA Live S2:E4 – The Capitol Vibe Check: Talking Crossover 2026 with Anne Gambardella & Mimi Perka

VADA Live S2:E3 – Managing vs. Leading: Why Your Service Advisors Are Leaving (And How to Fix It) with Christopher Craig

VADA Live S2:E2 – The Tour Detour: Tim Pohanka on Testing the Nissan CVT to the Limit

VADA Live S2:E1 – The 2026 Virginia General Assembly: What to Watch

VADA Live S1:E48 – Why Culture (and Your Service Dept) Will Define 2026 with VADA's Don Hall

VADA Live S1:E47 – The Franchise, Fixed Ops, and The Future with VADA's Don Hall (Part 1)

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