In this episode of the Connected Car Dilemma, Dean Powery interviews Sandy Cerami, a respected voice in the automotive retail industry. They discuss Sandy's journey from a General Motors dealer to a consultant and trainer, emphasizing the importance of culture in dealerships. Sandy shares insights on building a high-performance culture, navigating challenges posed by OEMs, and the significance of leadership in fostering strong customer relationships in the age of connected cars.

Chapters:

00:00 The Origin Story of Sandy Cerami

04:55 Building a Killer Culture in Dealerships

09:37 Navigating OEM Challenges and Customer Relationships

19:09 The Role of Leadership in a Connected Car Future

Takeaways:

- Sandy Cerami's journey reflects the importance of resilience and adaptation in the automotive industry.

- A strong dealership culture is essential for success and can be felt immediately by customers.

- Killer culture is characterized by clarity of purpose and reciprocal accountability.

- Communication is key to maintaining customer relationships, especially when OEMs pose challenges.

- Contextual and relevant communication adds value to customer interactions.

- Dealerships must focus on building trust and relationships rather than just transactions.

- Leadership plays a crucial role in instilling a positive culture within dealerships.

- Connected car technology offers opportunities for dealerships to enhance customer experiences.

- Dealerships should leverage telematics to maintain control over customer relationships.

- A seamless customer experience is vital for maintaining credibility and profitability.