The SATISFYD Podcast

SATISFYD
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Insightful conversations with dealership leaders and industry experts exploring leadership, culture, customer experience, and what it takes to build stronger dealerships.

  1. Dealership Leaders: You Can't Lead What You Don't Know

    29 juin

    Dealership Leaders: You Can't Lead What You Don't Know

    Adam Berry grew up in the equipment business. His great-grandfather ran a tractor distributorship. His grandfather bought Berry Companies in 1957. And when it was Adam's turn, he started in the parts warehouse — not because he had to, but because that's the rule. Today he's the COO of Berry Companies, one of the largest family-owned equipment dealer groups in the country, with nine divisions and over 60 locations across nine states. And the philosophy that drives everything at Berry Companies comes down to one belief — you can't lead what you don't understand from the ground up. In this episode, Adam talks about why operational knowledge is the most undervalued asset in a dealership organization, and what Berry Companies actually does about it. Before any analyst opens a spreadsheet, before any trainer runs a session, before any marketer touches a campaign — they go spend time in the operation. Learning the counter. Working the service department. Understanding what it feels like to stand in front of a customer without answers. He also talks about what it means to carry a 70-year family legacy forward, how Berry Companies manages customer experience across nine highly autonomous divisions, and why the fundamentals aren't old-fashioned — they're the edge. This is Episode 3 of Dealership Leaders — a SATISFYD podcast series featuring real conversations with the CEOs, Presidents, and executives driving the heavy equipment industry forward. Learn more about SATISFYD at satisfyd.com

    44 min
  2. Dealership Leaders: Don't Believe Your Own Nonsense

    26 juin

    Dealership Leaders: Don't Believe Your Own Nonsense

    Todd Bachman joined Florida Coast Equipment in 2006 as a salesman. Today he's the President and CEO of the largest Kubota dealership in the nation, with 14 locations across Florida. In this conversation, Todd talks about what it actually took to get there. The growth from three locations to 14 wasn't clean — 60% turnover during the acquisition period, a culture that was saying the right things but missing the process to back it up, and a leadership style that had to completely change along the way. Todd is candid about what he got wrong early, how he thinks about building teams that can challenge him, why Florida Coast almost never builds showrooms, and what it means to deliver superior customer service and unrivaled product support as a non-negotiable every single day. His closing advice is the kind of thing you'll want to write down. This is Episode 2 of Dealership Leaders — a SATISFYD podcast series featuring real conversations with the CEOs, Presidents, and executives driving the heavy equipment industry forward. Learn more about SATISFYD at satisfyd.com

    45 min
  3. Dealership Leaders: Accountability Starts With You

    22 juin

    Dealership Leaders: Accountability Starts With You

    Doug Tibben started his career as a journeyman ag technician. Today he's the President of Pattison Agriculture — one of the largest John Deere dealer groups in Canada, with 18 locations and 1,000 employees. In this conversation, Ryan and Doug talk about what it took to get there. Doug's path from the shop floor to the president's office spans more than 30 years and a series of roles that gave him a ground-level understanding of what it actually takes to run a dealership. He's led organizations at every level and served in leadership roles across several major industry associations — and the mindset he built along the way hasn't changed. Doug talks about why he believes accountability is singular and starts with you, how Pattison has built a culture of continuous improvement across 18 locations, what it takes to use customer feedback as a real leadership tool, and what he wishes more dealer leaders were paying attention to. This is Episode 1 of Dealership Leaders — a SATISFYD podcast series featuring real conversations with the executives driving the heavy equipment industry forward. Learn more about SATISFYD at satisfyd.com

    47 min
  4. MVP Stories: Why Customer Experience Isn’t a Department

    26 mai

    MVP Stories: Why Customer Experience Isn’t a Department

    In this episode of The SATISFYD Podcast, Ryan Condon sits down with 2026 SATISFYD Experience MVP Scott Backer, Customer Experience Manager at Ziegler CAT, for a conversation about leadership, culture, employee experience, and the human side of customer experience. Scott shares his unique journey from the bicycle industry and SaaS startups into heavy equipment, along with the philosophy that shapes his approach to CX today: customer experience is not a department, it’s how people experience your culture, leadership, and systems every single day. The conversation explores: Why EX and CX are deeply connectedThe meaning behind “curb-to-counter” experienceHow small operational details shape customer perceptionCreating ownership and accountability across teamsMaking customer feedback actionable inside the dealershipWhy the best CX leaders focus on people firstThis episode is full of practical insights for dealership leaders looking to strengthen culture, improve consistency, and create better experiences for both employees and customers.

    42 min
  5. Employees Are Happier. Customers Aren’t. What’s Going On?

    16 avr.

    Employees Are Happier. Customers Aren’t. What’s Going On?

    In this episode of the SATISFYD Podcast, we sit down with Tim Koirtyohann of TSSI to unpack one of the most surprising findings from the 2026 CX + EX Benchmark Report. Employee sentiment is up. Customer experience is down. So what’s really happening inside dealerships? Tim shares a candid perspective from the front lines of recruiting and workforce strategy, explaining why improving employee experience doesn’t automatically translate to better customer outcomes. From hiring practices that create disconnects on day one, to leadership gaps, culture misalignment, and the real cost of “lip service,” this conversation gets into what’s actually driving performance inside dealer organizations. If you’re thinking about retention, hiring, and how to connect your team to the customer experience you promise, this episode is a must-listen. Download 2026 Employee and Customer Experience Benchmark Report

    48 min
  6. Frontline Champions: The People Behind Great Service featuring Karen Lingenfelter

    16 mars

    Frontline Champions: The People Behind Great Service featuring Karen Lingenfelter

    In this episode of the SATISFYD Podcast Frontline Champions Series, we sit down with Karen O’Keefe-Lingenfelter, Sales Support Coordinator at Vermeer Great Plains, to hear a perspective that doesn’t always get the spotlight — the frontline. Karen shares what it means to truly care about the people behind the work. From supporting sales teams and customers every day to stepping in when someone simply needs help, Karen represents the heart of what great service looks like. This conversation is a reminder that customer experience isn’t built in boardrooms — it’s built by people who show up every day, listen, solve problems, and genuinely care about doing the right thing. If you care about building stronger teams, supporting your customers better, and recognizing the people who quietly hold everything together, this is a must-listen episode.

    25 min
  7. The Illusion of a Profitable Service Department

    23 janv.

    The Illusion of a Profitable Service Department

    In this episode of the SATISFYD Podcast, we sit down with John Dowling — author, speaker, and service operations consultant — to unpack a hard truth many dealers need to hear: a busy service department does not automatically mean a profitable one. John shares candid insights into why service departments often look successful on the surface while quietly bleeding margin behind the scenes. We discuss why service has become the new sales department, the common operational blind spots holding profitability back, and what dealership leaders can do to turn service from a perceived cost center into a true profit engine. This conversation is a must-listen for dealer principals, service managers, and fixed operations leaders who want to understand what’s really happening in their service departments — and how to fix it. Download 2025 Technician Experience Report

    42 min
  8. 2025 Technician Experience Benchmark: What Dealers Need to Know for 2026

    18/12/2025

    2025 Technician Experience Benchmark: What Dealers Need to Know for 2026

    In this Executive Summary episode of the SATISFYD Podcast, we break down the key highlights from the 2025 Technician Experience Benchmark Report — based on feedback from hundreds of technicians across the industry. This short, insight-packed episode covers the operational constraints holding shops back, the benchmarks every dealer should be tracking, and the patterns that separate high-performing service departments from the rest. If you’re planning for technician retention, shop productivity, or service investments in 2026, this episode gives you a clear, data-driven starting point. Download your copy of the report here.

    7 min
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À propos

Insightful conversations with dealership leaders and industry experts exploring leadership, culture, customer experience, and what it takes to build stronger dealerships.

Informations

  • Création
    SATISFYD
  • Années d’activité
    2025 - 2026
  • Épisodes
    15
  • Classification
    Tous publics
  • Copyright
    © SATISFYD
  • Site web de l’émission
    The SATISFYD Podcast

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