Shows
SATISFYDThe Illusion of a Profitable Service DepartmentIn 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...
2026-01-2341 min
SATISFYD2025 Technician Experience Benchmark: What Dealers Need to Know for 2026In 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.
2025-12-1806 min
SATISFYDMVP Spotlight: How Paul Chappell Transformed Customer Experience at HutsonIn 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...
2025-12-0437 min
SATISFYDWorkforce 2.0: AI, Generations, and the Future of Dealership TeamsRyan 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.
2025-10-0743 min
SATISFYDWhy the Employee Is the New King: Generational Shifts, Feedback, and Retention in Equipment DealershipsRyan 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.
2025-10-0246 min
SATISFYDMVP Stories: Leadership, Growth, and Impact with Audra Zorn of Berry Companies2025 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...
2025-08-2123 min
SATISFYDMore Than Trucks: The Human Side of Lakeside Trucking's SuccessHow 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...
2025-07-2444 min
SATISFYDLeadership in Uncertain TimesOn 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.
2025-06-1154 min
SATISFYDModern Dealer Marketing: What Works—and What to Leave BehindDon 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...
2025-06-1043 min
Ag Emerge PodcastAgEmerge Podcast 138 with Russ Green, Founder of MACKAYBENRuss 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...
2024-09-2755 min
The Rental Journal Podcast#89 - Chatting With Ryan Condon: Finding ways to improve your customer experienceRyan 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...
2022-04-1944 min
2016-06-1502 min