In this episode of the Fired Up Podcast, host Susan Gaytan and CEO Michael Renaud from Proactive Training Solutions sit down with Tom Kline, Professional Risk Litigation Strategist & Author of Tuck The Octopus, to talk about the latest FTC crackdown and what dealerships can do to minimize risk & remain compliant.

What’s really happening when a customer asks for the price… and everything starts to fall apart?

In this episode of Fired Up, Susan Gaytan and Michael Renaud sit down and talk through what they’re actually seeing on the ground — in dealerships across the country — when it comes to price conversations, phone ups, and why so many teams are struggling right now.

From “out-the-door” questions to awkward deflections and overused one-liners, they break down the small moments that are quietly killing trust — and pushing customers to look elsewhere for answers.

This isn’t about scripts.
It’s about what customers feel when they talk to you.

They get into:

• Why avoiding the price conversation is doing more damage than the price itself
• How confidence (or lack of it) shows up instantly on the phone
• The real reason customers are turning to AI, brokers, and “anyone but the dealership”
• And why the basics — answering the question, being real, and actually helping — matter more than ever

Along the way, they share stories from stores they’ve just been in, what’s working, what’s not, and the patterns they’re seeing repeat everywhere.

If you’ve been in the business long enough, you’ll recognize this conversation.
If you’re new, this is one you want to hear early.

No fluff. Just two coaches, on the road, calling it like it is.

After a busy quarter of growth, Susan and Michael are back on the Fired Up Podcast—and they’re coming in hot with the real conversation dealers need heading into 2026.

In this episode, they break down what they’ve seen across top-performing dealer groups: why clear monthly expectations change everything, how mystery shop calls expose hidden leaks (broken phone trees, weak word tracks, missed appointments), and why “we’re doing great” can still mean you’re leaving massive money on the table.

You’ll hear standout wins from stores like Hennessy, Space City Toyota/Vaughn Group, and Mike Calvert, plus practical insight on the simplest truth in the car business: you can’t hold gross outside the showroom—get the shopper into the dealership.

They also preview what’s ahead: NADA 2026 in Las Vegas, monthly Fired Up webinars, refreshed January fundamentals training, and the upcoming launch of Alan AI—bringing Alan Ram’s knowledge, Fire Phone, and next-level mystery shopping together for faster coaching and instant accountability.