One of the greatest privileges of serving Virginia’s franchised automobile dealers is having a front-row seat for the conversations shaping the future of our industry.
At the VADA Annual Convention in June, I was fortunate to join discussions with dealer operators, technology innovators, economists and industry media leaders, including a memorable conversation with CBT News’ Jim Fitzpatrick and Sam D’Arc of the Car Dealership Guy and Zeigler Auto Group.
The professionals I spoke with came from different corners of the business, but they all reached the same conclusion, which is my takeaway from our 2026 event: The automotive industry is changing quickly, and it’s never going back to the way it was.
Here’s what that means: Customer expectations are evolving. Artificial intelligence is becoming a practical business tool. Competition is expanding. Regulatory scrutiny continues to grow. Yet amid all that change, one thing hasn’t changed at all: People still want to do business with people they trust.
Recent consumer research from the National Automobile Dealers Association reinforces that point. Customers want a buying experience that is straightforward and easy to understand. They want honest communication, clear expectations and confidence that someone will be there long after they drive off the lot.
That’s where franchised dealers continue to shine.
Virginia dealers have always built their businesses on relationships. We don’t just sell vehicles; we service them, stand behind them and become trusted partners throughout the ownership experience. That remains one of the franchise system’s greatest competitive advantages.
Throughout our convention, we heard a consistent message: Today’s customers expect the same convenience, speed and transparency from buying a vehicle that they experience everywhere else. They arrive informed, expect efficient transactions, and value clear communication throughout the process and when working with service advisors.
Those expectations should not be obstacles for dealers. They are opportunities.
Technology will play an important role in meeting them, but only if it’s used to strengthen the customer experience. AI can help improve operations and enable employees to spend more time serving customers, but technology should not be a replacement for humans. As ACV data scientist John Coles, Ph.D., reminded us in his keynote, AI should be used to guide customers to the right human. “Speed to human is key,” he said.
The dealerships that thrive in the years ahead will embrace innovation while never losing sight of that personal connection.
That’s why VADA’s work extends beyond advocating for dealers in Richmond and Washington. We also have a responsibility to prepare our members for what’s next by bringing industry leaders to Virginia to help dealers navigate a rapidly changing marketplace.
As we all learned at our Annual Convention in Virginia Beach, the pace of change is only accelerating. But Virginia’s dealers have never been afraid to evolve. The businesses that succeed in the next chapter of automotive retail will be the ones that combine innovation with trust, technology with relationships and progress with the values that have always defined the franchise system.
