Demystifying Warranties: Audits, Chargebacks and Compliance

The technician shortage is a major concern for dealerships—but what if recruiting is only part of the problem? High turnover and a lack of support during a new technician’s first 90 days can make it harder to build a reliable service team.In this episode of Dealer Driven, hosts Brian Crossin and Megan Dolan talk with George Arrants of the ASE Education Foundation about a $25 million U.S. Department of Labor grant designed to expand apprenticeships and strengthen the technician pipeline.George shares practical ways dealers can partner with local schools, choose the right mentors, and help new technicians succeed. He also explains how the grant can support recognized apprenticeship programs—and how NADA’s free Apprenticeship in a Box toolkit can help dealers get started.For dealers looking to recruit, develop, and retain talent, this conversation offers a fresh perspective: building your own workforce may be the key to lasting results. Follow UsX @NADAUpdateInstagram @NADAYouTube @NADAUpdateLinkedIn @NADAFacebook @NADAUpdate Presented by The National Automobile Dealers Associationhttps://www.nada.org/  Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Search is changing fast, and dealerships need to understand what that means for how customers find them online.In this episode of Dealer Driven, we’re joined by Greg Gifford, Chief Strategy Officer at SearchLab Digital, to break down local SEO and why dealerships need a more strategic approach to search. Greg explains how Google’s local algorithm works, why more content doesn’t always mean better SEO, and what dealers can do to improve their visibility.We also dive into Google Business Profiles, customer reviews, and how AI is changing the way shoppers search. Greg shares why dealers need to answer questions earlier in the customer journey and why strong SEO remains essential for showing up in AI-powered search.Plus, we discuss balancing paid and organic search, the challenges facing dealership groups with multiple rooftops, and why reviews and reputation management should be part of a dealership’s broader digital strategy.Whether you manage one rooftop or a large dealership group, this episode offers practical insights to help you think more strategically about local search and prepare for what’s next.Follow UsX @NADAUpdateInstagram @NADAYouTube @NADAUpdateLinkedIn @NADAFacebook @NADAUpdatePresented by The National Automobile Dealers Associationhttps://www.nada.org/  Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

After more than 50 years in the automotive industry, Michael Hayes is heading into retirement — and this is his last episode as co-host of Dealer Driven. In this episode we flip the format. Camron Wilson is joined by Brian Crossin, NADA’s new Academy Director and incoming co-host, and together they turn the tables on Michael to talk about his five decades in this business: the changes, the lessons, and where he sees the industry headed next. Brian brings more than 20 years of dealership experience, including 12 years in parts management, before his passion for teaching and mentoring led him into training and instruction. Michael explains why hard packs that once carried low risk now have major consequences in a market-based pricing world, why he says “if we called packs tariffs, dealers would be beside themselves,” and what today’s customers really expect — clear pricing and respect for their time. He also digs into the biggest mistakes dealerships make when adopting new technology and AI (“AI doesn’t improve the process, AI accelerates the process you currently have”), the biggest mistake of his own career as a dealer, and why long-term thinking and customer retention beat short-term thinking. Plus, Michael shares what still excites him about the future of automotive retail — from the freedom of mobility to technology as a leveling factor that gives the smallest dealer in America access to the same information as the largest. Whether you’re on the showroom floor or behind the desk, this episode is a send-off, a hand-off, and a masterclass in what five decades in the business can teach us. Follow Us●      X @NADAUpdate●      Instagram @NADA●      YouTube @NADAUpdate●      LinkedIn @NADA●      Facebook @NADAUpdate Presented by The National Automobile Dealers Association https://www.nada.org/ Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Artificial intelligence continues to dominate conversations across the automotive industry, but the real story extends well beyond chatbots and automation. As technology advances and customer expectations evolve, dealerships are navigating new opportunities and new challenges. In this episode of Dealer Driven, Steve Greenfield, CEO and Founder of Automotive Ventures, joins hosts Camron Wilson and Michael Hayes to examine the next wave of automotive technology and what it means for dealers. The conversation covers AI-powered negotiation, digital retail, first-party data strategies, compliance, and the growing role AI will play in the car-buying experience. Steve also shares why dealers should focus less on AI as a buzzword and more on improving the business metrics that matter most. He explains how emerging technologies can strengthen customer interactions, improve operational efficiency, and help dealerships stay competitive without losing the value of the in-person buying experience. Rather than focusing on hype, the conversation centers on the practical opportunities and challenges dealers can expect as AI becomes more integrated into everyday operations. Follow Us X @NADAUpdate Instagram @NADA YouTube @NADAUpdate LinkedIn @NADA Facebook @NADAUpdate Presented by The National Automobile Dealers Associationhttps://www.nada.org/ Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What can dealership leaders learn from the world of motorsports? Bud Denker, President of Penske Corporation, joins Michael Hayes and Camron Wilson to share how the same principles that drive success on the racetrack also drive success in the showroom. From leadership and teamwork to accountability and continuous improvement, Bud explains the common thread connecting Penske's racing teams and dealership operations. He reflects on lessons learned from winning and losing, the impact of training through the NADA Academy, and how technology is changing both motorsports and automotive retail. Bud also shares his thoughts on balancing short-term performance with long-term growth, the future of electrification, and the leadership traits that help teams perform at their best. Hear how one of the most successful organizations in automotive retail and motorsports approaches leadership, training, and long-term success. Follow Us X @NADAUpdate Instagram @NADA YouTube @NADAUpdate LinkedIn @NADA Facebook @NADAUpdate Presented by The National Automobile Dealers Associationhttps://www.nada.org/ Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

The second quarter of 2026 brought plenty of questions for the automotive industry, from tariffs and affordability concerns to changing consumer demand and shifting market dynamics. So how did the numbers actually shake out? In this episode of Dealer Driven, hosts Camron Wilson and Michael Hayes welcome back Patrick Manzi, Chief Economist at the National Automobile Dealers Association, for a closer look at NADA's Quarterly Economic Report for Q2 2026. Patrick breaks down the biggest economic indicators that shaped the quarter, explains what drove light-vehicle sales, and shares his perspective on inventory levels, vehicle affordability, and financing trends. The conversation also covers EV, hybrid, and gasoline vehicle demand, the outlook for used vehicle pricing, and whether recent changes in manufacturer market share signal a longer-term shift. Whether you're tracking market conditions, planning inventory, or looking for economic context behind today's headlines, this conversation provides a timely snapshot of where the automotive industry stands. Follow Us X @NADAUpdate Instagram @NADA YouTube @NADAUpdate LinkedIn @NADA Facebook @NADAUpdate Presented by The National Automobile Dealers Associationhttps://www.nada.org/ Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

The policy landscape for dealers continues to evolve, and many of the decisions shaping the future of auto and truck retail are being made in Washington. In this episode of Dealer Driven, hosts Camron Wilson and Michael Hayes sit down with Paul Metrey, Executive Vice President of Public Policy at NADA, and David Bell, President of American Truck Dealers (ATD), to discuss the legislative and regulatory issues that matter most to dealers right now. Paul and David share updates on key topics including proposed restrictions on Chinese vehicle manufacturers, the latest developments surrounding right-to-repair legislation, FTC advertising compliance, tariff-related questions, efforts to combat catalytic converter theft through the PART Act, and the push to repeal the Federal Excise Tax on heavy-duty trucks. Listen in to hear what’s happening on Capitol Hill, what changes could be on the horizon, and how these policy discussions may affect your dealership, your customers, and the industry as a whole. Follow Us X @NADAUpdate Instagram @NADA YouTube @NADAUpdate LinkedIn @NADA Facebook @NADAUpdate Presented by The National Automobile Dealers Associationhttps://www.nada.org/ Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

The market isn’t just changing, it’s shifting fast enough to challenge even the most experienced dealers. So how do you make confident decisions when the landscape keeps moving? In this episode of Dealer Driven, we sit down with Dale Pollak, founder of vAuto, creator of the Velocity Method, and now the champion of Investment Management for used vehicles. With decades of experience guiding dealers through uncertainty, Dale shares how to rethink inventory, pricing, and performance in today’s environment. We get into the most common mistakes dealers are still making, what a “healthy” inventory really looks like now, and how aging strategies need to evolve beyond pre-pandemic habits. Dale also breaks down the signals dealers should be watching closely to stay ahead of the next market shift, not behind it. The conversation also explores how today’s more informed and cautious consumers are reshaping pricing strategies, where dealers are unintentionally leaving profit on the table, and why adopting an investment mindset is critical when managing used vehicle inventory. If you’re trying to make smarter, faster decisions in a market that refuses to sit still, this episode gives you a clearer way forward. Follow Us X @NADAUpdate Instagram @NADA YouTube @NADAUpdate LinkedIn @NADA Facebook @NADAUpdate Presented by The National Automobile Dealers Associationhttps://www.nada.org/ Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Warranty repairs are a key part of running a successful dealership, but they can be complex, and all the different coverages can be confusing. In this episode of Dealer Driven, hosts Camron Wilson and Michael Hayes are joined by Leigh Yates, instructor at NADA Academy, to break down how warranties work and what dealers need to know. The conversation covers different types of warranties, common claim mistakes, and what can lead to audits and chargebacks. Leigh also shares practical tips on improving documentation, training staff, and building better internal processes to reduce risk. This episode offers a straightforward look at how dealerships can stay compliant and protect their revenue. Follow Us X @NADAUpdate Instagram @NADA YouTube @NADAUpdate LinkedIn @NADA Facebook @NADAUpdate Presented by The National Automobile Dealers Associationhttps://www.nada.org/ Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In this episode of Dealer Driven, Camron Wilson and Michael Hayes sit down with Patrick Manzi, Chief Economist at the National Automobile Dealers Association (NADA), to break down what really happened in the auto market during Q1 2026 and what it means for the months ahead. Even with winter storms and global uncertainty, vehicle sales held steady. But underneath that, there are clear shifts happening. The labor market is slowing, affordability remains tight, and global tensions, especially in Iran, are affecting fuel prices and supply chains. They also talk through changing consumer demand. EV sales are showing true levels without the tax credits, hybrids are gaining traction, and used vehicles are even more important as buyers look for more affordable options. Looking ahead to Q2, Patrick shares what could drive sales, from tax refund season to stronger used inventory, and what risks dealers should keep an eye on, including interest rates and ongoing economic uncertainty. If you want a clear, practical read on where the market stands right now, this episode gives you exactly that. Follow Us X @NADAUpdate Instagram @NADA YouTube @NADAUpdate LinkedIn @NADA Facebook @NADAUpdate Presented by The National Automobile Dealers Associationhttps://www.nada.org/ Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.