Welcome to another episode of Loyalty-Based Sales Strategies, with host Jen Suzuki. Today, we’re joined by Sandy Fitzgerald, Vice President and Dealer Operator at Pohanka Automotive Group, and the newly appointed vice chair of NADA. With decades of hands-on experience across every department of dealership operations, Fitzgerald-Angello shares how her career has been shaped by mentorship, community focus, and a people-first leadership approach that drives both growth and loyalty.
Fitzgerald-Angello began her career at the age of 15 as a switchboard operator at Pohanka Automotive Group and quickly rose through the ranks by taking initiative in finance, management, and sales. By 25, she was overseeing six dealerships and pioneering Saturn and Lexus stores. Today, Pohanka Automotive Group has grown to nine dealerships representing 13 nameplates, including two body shops, a commercial sales and service facility, and a technician training academy, employing more than 600 people in Salisbury, Maryland. The Group’s annual sales now exceed half a billion dollars.
Beyond growth metrics, Fitzgerald-Angello emphasized the importance of giving back, highlighting Pohanka’s Pay It Forward program, which donates over $500,000 annually to local causes. “During the recession, many businesses cut charitable donations to survive. Instead, we cut advertising and invested in our community,” she said.
A cornerstone of her leadership philosophy is the “Seven C’s,”:
- Character – Building trust and integrity by doing the right thing, even when no one is watching.
- Courage – Taking action despite fear and stepping outside of comfort zones.
- Conviction – Pursuing purpose-driven leadership that gives meaning to the mission.
- Confidence – Maintaining self-assurance while inspiring trust in others and making decisive choices.
- Communication – Listening, connecting, and inspiring; ensuring teams feel heard and valued.
- Critical Thinking – Questioning assumptions, making data-driven decisions, and encouraging team input.
- Capacity to Change – Embracing evolution in business and technology, from AI to electrification.
Fitzgerald-Angello also addressed the growing role of artificial intelligence in dealership operations. She noted that while many dealerships are experimenting with AI, effective implementation requires structure, clear policies, and leadership-driven vision. AI can streamline routine tasks, enhance customer interactions, reduce data entry errors, and provide decision support for technicians, but human judgment remains essential. “Balancing efficiency with empathy, automation with authenticity, is key,” she said.
For dealers, executives, and aspiring leaders, Fitzgerald-Angello’s advice centers on mentorship, team development, and embracing change. She credits mentors like Jack Pohanka and Scott Crabtree for teaching her discipline, accountability, and the value of building relationships beyond resumes.
As automotive retail continues to evolve, Fitzgerald-Angello’s approach underscores the enduring value of people-first leadership. Dealers who combine strong principles, effective mentorship, and technology adoption are positioned to thrive in a competitive and rapidly changing industry.
