This LinkedIn post by Mike Shahrestani argues that the automotive retail industry is failing to meet modern consumer expectations because it continues to prioritize operational control over customer experience.
Core Argument
The Mismatch: Consumers are accustomed to the speed and efficiency of modern services (like Amazon or mobile banking), where complex tasks are completed in minutes.
The Reality: In contrast, car buying is still characterized by long, opaque delays-such as waiting for managers, trade-in appraisals, and finance processing-which are often justified as "normal" industry practices.
The Shift: Shahrestani contends that customers aren't comparing dealerships to other car lots; they are comparing them to every other seamless digital experience in their lives.
Key Takeaways
Process vs. Control: Many dealership processes were designed to maintain control over pricing and information. In 2026, customers already have access to information, so these tactics create unnecessary friction and erode trust.
Friction as a Competitive Disadvantage: Dealers that win in the future won't necessarily be the ones with the lowest prices, but rather those that are the "easiest to do business with."
The Need for Transparency: The conversation in the comments highlights a divide in the industry:
Yes, dealers have a ways to go to create experiences consumers will love. We are banking on our Car Inspection Score adoption being one of those key shifts happening around data and preowned car research transparency.
Thanks for reading everybody!
-Paul