The Playbook.
Written for the sales floor.
Play 002 · August 2026
No more generic follow-up
Doug Horner on the video that goes out after a showroom visit, and why it works like a digital business card.
Doug Horner · Mercedes-Benz GSM · 600K+ followers · Co-owner, CarFilm
This play is about the moment the customer walks out. Most stores send a template. Doug sends a CarFilm: who you are, what you talked about, the car, even the numbers. Watch it, then run the play.
Watch Doug set the frame · 1:38
Doug Horner · Mercedes-Benz GSM · 600K+ followers · Co-owner, CarFilm · 1 minute 38 seconds · No more generic follow-up
Read the transcript
[0:00] All of the data that we have in car sales tells us that when somebody leaves the showroom, that statistically, we're unlikely to sell them a car. Now that's for a lot of reasons, but after they leave, they are gonna process information, they might go shop at other dealerships, maybe they've already been to other dealerships. What do you do from there?
[0:20] Well, most dealerships are just gonna send a templated email. Basic follow-up messages, very forgettable, probably not gonna get read. What you're gonna do, is you're gonna send a CarFilm. You're gonna send them a reminder of who you are, what you discussed, maybe the vehicle that you looked at, maybe you even send the numbers along with it that you reviewed, so they have all that information.
[0:45] And what you're doing is you're sending them a video that they will watch because people watch videos more than they read emails or even text or listen to voicemails. And guess what? It's like sending a digital business card, because now, all of your information travels with that video. Your name, your phone number, your email, and underneath it is your dealership's website.
[1:06] What do you think they're gonna remember more? The template email that everyone else sends them, the generic text that they're gonna get? Or is it gonna be the dealer that sent them a personalized video saying thank you for coming in and reviewed what they discussed, that they can watch back over and over again?
[1:23] Be the dealership that's gonna be remembered. Give them a reason to get back in touch with you. Don't be like everybody else. That's the whole idea here. CarFilm will help you do it, and every time they watch it, you get those notifications, so now you know they're still engaged.
The play
The follow-up they actually watch.
When a customer leaves the showroom, they go home and think it over. Maybe they shop another store. Maybe they already have. What most stores send next is a templated email that looks like every other templated email.
Doug's play replaces it with a video. Thank them for coming in. Remind them who you are and what you talked about. Show the car again. If you went over numbers, send those too, so everything is in one place they can come back to.
Every CarFilm carries your name, phone number and email, with your dealership's website underneath. Doug calls it a digital business card, and it goes wherever the video goes.
Every time they watch it, you get a notification. You know they're still engaged, and you know when to call.
The play
Send a CarFilm the same day.
Three steps. Every showroom visit this week.
The play · run it this week
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Record it before your shift ends. While the conversation is fresh. Their first name, then thank you for coming in.
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Recap what you discussed. The car, the questions they asked, the numbers if you got that far. One video they can watch back.
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Watch for the replay. Each view sends you a notification. When they come back to it, that's your cue to call.
Want Sam to film one for your store? Send us a car and we'll send you a CarFilm the way this play runs it.
Get a CarFilm