Auto Collabs
Collaboration through connection.
Hosted by Paul J Daly, Kyle Mountsier, and Michael Cirillo, Auto Collabs is your connect point to the human side of the retail automotive industry: what motivates its leaders, how they navigate change, and what keeps them pushing forward. It’s beyond-the-business-card conversations with real people powering dealerships, technology platforms, and everything in between.
From the team behind the More Than Cars movement, this podcast is built on one big belief: thriving people create thriving businesses. With candid conversations, industry insight, and just enough unfiltered banter to keep things interesting, Auto Collabs delivers authentic stories that inspire real collaboration.
// Auto Collabs is produced by Automotive State of the Union (ASOTU). Learn more at https://www.asotu.com
Auto Collabs
How To Earn Customer Trust in the Service Drive Before It’s Too Late | NY Auto Forum
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At the NY Auto Forum, Liza Borches, President of Carter Myers Automotive, breaks down a growing disconnect in the service lane. Despite years of innovation and record service growth, only a fraction of customers are receiving basic transparency tools like video multipoint inspections. The result: a widening gap between what customers expect—and what dealers consistently deliver.
This conversation moves beyond surface-level service tactics to address a deeper issue. As direct-to-consumer models and global competitors continue to evolve, dealers can no longer rely on being “essential”—they must prove their value every day through experience, trust, and consistency. Borches highlights a critical mindset shift: the best time to innovate isn’t when business slows down—it’s when things are working.
Borches makes a clear case: the future of the franchise model depends on how well dealers fight for the customer in their own communities. From leveraging real-time customer feedback to investing in service transparency and local relationships, this is a ground-level look at how dealers can build long-term loyalty—and why waiting to adapt may come at a cost.
Connect with Liza Borches at https://www.linkedin.com/in/lizaborches/
Learn more about the Carter Myers Automotive Group at https://cartermyersautomotive.com/
Our coverage of the NY Auto Forum is brought to you Force Marketing. Learn more at https://www.forcemarketing.com/
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