Leadership in the Dealership

Hosted by Upstart

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Jun 2026

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About the show

Welcome to Leadership in the Dealership — an Upstart podcast where automotive innovation meets insightful conversations. We help dealers improve their customer and employee experience by tapping into the minds and experiences of the industry’s top leaders. We’ll also explore cutting-edge trends shaping the auto industry across digitization and customer experience, both online and in the showroom. Ready to meet your hosts and catch a sneak peek of what's to come? Check out the trailer. The views, thoughts, and opinions expressed in this podcast are those of the hosts and guests and do not necessarily reflect the official policy or position of Upstart. Any content provided by the hosts or guests is for informational purposes only and is based on their own experiences and perspectives.

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57 recent

June 10, 2026Episode 5723 min

2.4 Million Lease Returns Are Coming. Now What?

Not every lease return is a problem. In fact, some dealers are hoping those vehicles come back.Low-mileage, well-maintained lease returns can be some of the most attractive used vehicles on the lot. The challenge is what happens when millions of them hit the market at the same time.In the latest episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer break down what dealers should be thinking about as lease returns continue to rise, how EV leases factor into the equation, and why structure matters just as much as credit when it comes to getting deals done."The problem wasn't the buyer. The problem was the structure."The dealers preparing for this shift now will have more options when those vehicles start showing up.

June 10, 2026Episode 5628 min

The Future of Car Buying Isn’t One Offer

Most dealerships still structure deals around a single approval and a single offer.But customers don’t shop that way anymore. In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer sit down with Ben Atkinson, VP of Auto Lending at Upstart, to break down why multi-offer financing is changing the dealership experience and what it means for dealers moving forward.They get into:• Why “single-single” financing feels outdated• How multi-offer lending creates more flexibility• Why choice changes the customer experience• The trust problem still hurting dealerships today• How AI and modern lending tools are reshaping approvals• Why the future is about working with the customer, not against themBecause at the end of the day, “the customer and the dealer should feel like they’re working together. The dealers adapting to this shift are already closing more deals.

May 13, 2026Episode 5536 min

From $198 to $1,000… Why Does Everything Feel So Expensive Right Now?

In 2016, you could lease a vehicle for under $200 a month.Today, that same payment is pushing $1,000. And it’s not just one thing driving it.Inventory is stacking. Tariffs are quietly working their way into costs. Gas prices have jumped fast. And OEMs are still reacting to where the market was, not where it’s going. Your customers are feeling all of it. They’re hesitating more. Looking harder at used.Taking longer to make decisions. “People are hesitating in ways they didn’t before.” In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer break down how these forces are colliding and what it means for how deals are getting done right now. Because this isn’t just about higher prices. It’s about how those prices are changing behavior at the desk.Catch it early, or you’ll feel it in your deals.

April 29, 2026Episode 5424 min

Stop Using AI Like This (Start Winning More Deals)

Most dealerships are already using AI in their CRM.But they’re using it to do more of the same thing, faster.More follow-ups. More templates. More “just checking in” emails. And customers can tell.In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer break down where AI follow-up goes wrong and how dealers are actually using it to improve communication, not just automate it.They get into:• Why most CRM emails feel generic• How to use AI without sounding like AI• The “be me, but better” approach to communication• Where automation helps and where it hurts• How AI can improve speed without killing authenticity• How it’s changing F&I, lending and approvals“If you’re not contacting them well, they’re not telling their friends about you.” This isn’t about using more AI.It’s about using it where it actually works. Stop being "that guy" at the airport talking to his phone like a crazy person and start winning at the dealership. Here is how to use the "AI touch" to get them in the door without sounding like a robot.

April 15, 2026Episode 5318 min

Why Trade-Ins Are Killing Your Deals (And What Dealers Are Missing)

The trade-in process is slowing deals down and costing dealerships opportunities they should be closing.This episode breaks down the math, the friction and what dealers can do to improve the process. Phillip Greer and Danielle Mills Walden unpack why trade-ins have become one of the most challenging parts of the modern car deal and how dealerships can approach them differently.In this episode:• The impact of negative equity and how it shows up in today’s deals• How instant appraisal models are reshaping customer expectations• The cost of longer deal times and what it means for the customer experience• Why incremental improvements can drive better results• Why experience matters more than ever in the dealership processConnect:Website: www.leadershipinthedealership.aiLinkedIn: Danielle Mills WaldenLinkedIn: Phillip Greer#dealership #automotive #autoretail #cardealer This podcast is powered by Upstart.

April 1, 2026Episode 5228 min

Old School vs Modern Dealership: What’s Actually Working

Ten years ago, buying a car meant paper, fax machines and waiting around the dealership. Today, customers are doing most of the process before they even walk in. So why are some dealers still operating the same way? In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer break down how the dealership experience has changed and where some stores are falling behind.They get into:• Why customers are coming in more informed than ever• The gap between old-school processes and modern expectations• What happens when dealers resist new tools and technology• Why transparency and communication matter more than ever• How AI, CRM and digital retail are reshaping the sales process• The real reason some dealerships are winning more deals todayThis is not about replacing the salesperson. It is about evolving the process. If your dealership is still relying on the same playbook from years ago, this conversation will hit home.

March 18, 2026Episode 5126 min

Are EVs Ready for the Real World Yet?

Are EVs ready for the real world? That depends on who you ask.In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer get into what EV adoption actually looks like from a dealership perspective. Not the headlines, not the hype. What happens when these vehicles hit your lot, your service lane and your customers.They talk through the real questions that keep coming up:• What happens to the battery over time, and why warranties matter more than ever• Why servicing an EV is not the same as servicing a gas engine• The gap between EV demand and service infrastructure• How connected vehicles change the conversation around data and security• Why some customers are all in on self-driving and others are not even close• What platform sharing between OEMs really means behind the scenesThere is a lot of excitement around EVs. There are also real operational challenges that dealers are working through every day. If EVs are part of your future, this is not a conversation you can sit out.Subscribe for more conversations that help you run a smarter dealership.leadershipinthedealership.ai

March 4, 2026Episode 5018 min

The Payment Hierarchy Is Changing. Here’s What Dealers Need to Know.

When money gets tight, consumers are making different choices than many dealers expect.In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer sit down with Charles Rowe from FICO to unpack how payment behavior is shifting and what that means at the desk. The data shows a surprising trend: auto loans are often prioritized over mortgages. That shift changes how lenders assess risk and how dealers should structure deals.In this conversation, they break down:• Why the payment hierarchy has shifted• How student loan delinquencies are influencing credit profiles• What hidden prime buyers look like• Why declines are not always about score• How F&I managers can use this insight to structure smarter deals This episode is about more than data.It is about understanding how buyers actually behave and how that behavior should inform your lending strategy. If you want to lead your dealership with better credit insight and better structure decisions, this one matters. Subscribe for more conversations that move the industry forward.

February 18, 2026Episode 4936 min

Inside NADA 2026: F1, AI and the Energy on the Show Floor

NADA 2026 was not subtle.From the F1-themed opening night in Las Vegas to packed halls and nonstop energy, this show felt different from the moment we walked in.In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer break down their experience on the ground. For Phillip, it was his first NADA. For Danielle, it was a return to Vegas at full capacity. For both, it was clear the industry showed up ready to talk about what is really happening.We recap:• Why the F1 opening set the tone for the entire week• What stood out at the Women in Automotive Retail event, especially the conversation around trust• How AI moved from buzzword to real strategy discussion• Dealer reactions to OEM pivots, including EV direction and product shifts• The networking moments that mattered just as much as the boothsWhat surprised us most? Dealers were not just talking about dealership problems. They were talking about the real world, buyer behavior and how those shifts are influencing every deal.Whether you were in Las Vegas or watching from afar, this episode captures what it felt like to be there and what dealers should be thinking about next.Stay tuned. More conversations from the floor are coming.

February 4, 2026Episode 4824 min

What FICO Data Reveals About Today’s Car Deals

Today’s car buyer isn’t asking what their credit score is. They already know it, and that is changing how deals get done.In this episode of Leadership in the Dealership, Danielle Mills Walden and Phillip Greer are joined by Charles Rowe, director of auto sales and client success at FICO, to unpack new data on how younger buyers are engaging with credit and what that means inside the dealership.The conversation explores why many buyers understand their score but not the structure behind the deal, how student loan delinquencies are reshaping credit profiles, and what really drives approvals, payments and affordability. Charles explains how that disconnect shows up at the desk and in the finance office.Most importantly, they focus on the opportunity for dealers. When teams understand credit behavior and can explain it clearly, deals move more smoothly, trust builds faster and more buyers can get into the right vehicle without unnecessary friction.