During the DC Auto Show, Paul and Kyle hosted a podcast stage at Public Policy Day, and interviewed policy makers and industry experts.
In this episode, Paul J Daly and Kyle Mountsier sit down with Adam Marburger, President and CEO of Ascent Dealer Services, to discuss his new book The Servant Leading F&I Manager: Leadership Defined.
Adam shares why the traditional approach to finance and insurance (F&I) in dealerships is outdated and how the industry needs a shift toward leadership, trust, and customer-centric service. He explains how F&I professionals can do more than just sell products—they can mentor staff, collaborate with service and sales teams, and ultimately create a better experience for both employees and customers.
The conversation also touches on how consumer buying habits have changed, with many customers preferring a mix of online research and in-person transactions. Adam breaks down why F&I needs to evolve to meet these expectations, emphasizing relationship-building over high-pressure sales tactics.
With increasing regulatory scrutiny on dealership practices, he argues that retraining, not resisting change, is the way forward. If you’re in automotive retail and want to rethink your approach to F&I, this episode is a must-listen!
0:00 Intro
0:25 Why Adam Marburger wrote The Servant Leading F&I Manager
1:16 F&I training needs to shift from sales-focused to leadership-focused
2:07 How F&I can serve the entire dealership, not just sell products
3:13 Consumers want flexibility: Online research, but in-person connections
3:52 Regulations and policies are responding to past dealership mistakes
4:18 The key to F&I success: Trust and personalized transactions
5:01 F&I leadership can transform dealership culture
Thanks to Ascent Dealer Services for making our Public Policy Day coverage happen!
https://www.ascentdealerservices.com/
Adam Marburger is the CEO of Ascent Dealer Services
https://www.ascentdealerservices.com/
https://www.linkedin.com/in/adam-marburger/
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