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SATISFYD
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SATISFYD
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 engi...
2026-01-23
41 min
SATISFYD
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.
2025-12-18
06 min
SATISFYD
MVP Spotlight: How Paul Chappell Transformed Customer Experience at Hutson
In this MVP Spotlight episode of the SATISFYD Podcast, we sit down with Paul Chappell, Senior Customer Experience Manager at Hutson, Inc. and a 2024 SATISFYD MVP.Paul has spent nearly 12 years shaping the customer experience across Hutson’s locations — from building one of the industry’s first Connected Support departments to raising their NPS from 70 to over 90. He shares the practical steps, leadership mindset, and customer-first philosophies that have helped Hutson strengthen relationships and deliver consistent, high-quality experiences.Whether you lead teams, support customers, or work to elevate culture inside your dealership, this episode is full o...
2025-12-04
37 min
SATISFYD
Workforce 2.0: AI, Generations, and the Future of Dealership Teams
Ryan sits down with Troy Ottmer, Founder and Principal Consultant of Ottmer Consulting, to explore how generational shifts and technology are shaping the dealership workforce. Troy shares insights on mentorship, communication, and how AI can bridge the gap between experience and innovation to build stronger, more connected teams.
2025-10-07
43 min
SATISFYD
Why the Employee Is the New King: Generational Shifts, Feedback, and Retention in Equipment Dealerships
Ryan sits down with Russ Green, Operations Officer at Machinery Advisors Consortium, to discuss how dealership workforce expectations are shifting across generations. Russ shares why “the employee is the new king,” the importance of moving beyond annual reviews to ongoing discussions, and practical steps leaders can take to boost engagement and retention.
2025-10-02
46 min
SATISFYD
MVP Stories: Leadership, Growth, and Impact with Audra Zorn of Berry Companies
2025 SATISFYD MVP recipeient Audra Zorn, Project & Operations Training Manager of Berry Companies, shares how her team keeps customer experience front and center. Known for her leadership and commitment to empowering her team, Audra has made a lasting impact on both employees and customers at her dealership.She shares her perspective on what it takes to create a positive culture, the importance of listening to employee and customer feedback, and how small, intentional actions can lead to big results. Audra’s story is a reminder that strong leaders don’t just manage—they inspire.Tune in to hea...
2025-08-21
23 min
SATISFYD
More Than Trucks: The Human Side of Lakeside Trucking's Success
How do you keep customers loyal and employees engaged in a competitive industry like commercial trucking? Rob Durham, VP of Marketing and Human Resources at Lakeside International Trucks and Badgerland Idealease, shares how their team uses feedback to drive continuous improvement.Hosted by Emilie Spalla, VP at SATISFYD, this episode dives into Lakeside’s approach to customer and employee experience, the role of data-driven insights, and why listening is their most powerful business tool.Whether you’re leading a team or running a dealership, this conversation offers practical takeaways on using Voice of Customer and Voic...
2025-07-24
44 min
SATISFYD
Leadership in Uncertain Times
On this episode of the SATISFYD Podcast, we sit down with Brett Barriage, retired CEO of Premier Equipment, who led the dealership for over a decade.Brett shares his perspective on navigating the challenges of unprecedented times, what it takes to lead through uncertainty, and the timeless lessons dealership leaders can apply today.
2025-06-11
54 min
SATISFYD
Modern Dealer Marketing: What Works—and What to Leave Behind
Don Hundley, founder of Iron Pulse Solutions and former equipment industry insider, breaks down what’s broken in the average dealer’s marketing strategy—and outlines a practical, ROI-focused approach for today’s market.You’ll learn how today’s most effective dealers are aligning marketing with inventory movement, used equipment targets, rental utilization—and most importantly, customer voice. By leveraging tools like customer reviews, experience insights, and user-generated content, these dealers are making smarter marketing decisions that truly connect and convert.We’re breaking down:Why marketing dollars are often wasted—and how to fix itHow to al...
2025-06-10
43 min
Ag Emerge Podcast
AgEmerge Podcast 138 with Russ Green, Founder of MACKAYBEN
Russ Green is the founder and Managing Director of a network of future agricultural leaders called MACKAYBEN. Russ has made it his mission to help identify and mentor these leaders. He and Monte cover a wide range of topics, including agricultural equipment, artificial intelligence, and discovering the next generation of agricultural leaders, from roles within major corporations to innovations being implemented on the farm. Watch episode here: https://youtu.be/CwiU2-WL6kg Russ has had a 45+ year career supporting the agri-food value chain. Having worked for and lead organizations like AGCO, Claas of America, and Case New Holland, Russ...
2024-09-27
55 min
The Rental Journal Podcast
#89 - Chatting With Ryan Condon: Finding ways to improve your customer experience
Ryan Condon is the CEO of Satisfyd, a company focused on customer and employee experience management programs for the equipment industry.Learn how you can support the podcast, even small amounts make a big differencehttps://www.patreon.com/user?u=73526816Support the podcast by checking out our Sponsors:https://www.boomandbucket.com/https://www.thefleetoffice.com.au/This podcast episode was sponsored by Boom & Bucket. If you’re selling, Boom & Bucket will inspect, photograph, market, and sell your machines so you can focus on your rental business. If you’re l...
2022-04-19
44 min
Production
Satisfyd - EV0LUT10N
www.ev0lut10n.com
2016-06-15
02 min