For years, automotive retailers have debated the threat posed by digital disruptors. But according to David Spisak, CEO and President of Disruptive Growth Solutions, the bigger risk for dealers may be refusing to learn from them. In the first part of a three-part Inside Automotive series, Spisak argues that Carvana’s expansion into new-vehicle sales offers dealers an opportunity to examine what consumers increasingly expect from the buying process. Rather than dismissing the company or blindly admiring its growth, dealers should study the processes behind its success and identify where traditional retail unnecessarily complicates the vehicle-buying process. Carvana’s rapid recovery following a dramatic stock decline proves that clear, decisive planning can overcome major industry headwinds. By doubling down on transparency, simplicity, and convenience, Spisak said that the company built a brand around consumer confidence. He notes that customers can complete nearly the entire transaction remotely, purchase vehicles without seeing or driving them first, and rely on return policies to mitigate risk. This behavior aligns with broader expectations set by ecommerce giants like Amazon and Wayfair, which have conditioned shoppers to demand frictionless, low-pressure transactions. Redefining the experience & interactions A visit to a Carvana location in California reinforced a shift for Spisak. By operating with minimal inventory and a small staffing footprint, the store positioned its employees not as traditional salespeople but as customer advocates. That distinction, he suggests, reflects a fundamentally different philosophy. Instead of focusing primarily on selling, the process is designed around explaining the vehicle, financing and transaction so customers understand what is happening at each stage. "Nobody likes to be sold, but everybody loves to buy… An advocate helps guide the customer, whereas a salesperson implies you're about to be sold.” Spisak believes traditional dealers can adopt this advocate mindset without sacrificing profitability. Rather than rushing through