In this episode, I’m sitting down with Bob Welby, Senior Director of Operations at INFINITI USA, to break down how small, thoughtful touches can make a massive impact. (Spoiler: It’s not about throwing money at the problem—it’s about paying attention.)

Let’s be real: Customer experience gets tossed around at every conference like it’s some big, shiny secret. But what does it actually mean to deliver an experience that turns a one-time buyer into a lifelong fan?

Here’s what we dive into:

• Why dealerships spend way too much trying to overcompensate for operational inefficiencies—and how to fix it.
• INFINITI’s new My INFINITI Expert initiative—sending someone to your house after purchase to walk you through the car again.
• The magic of thoughtful hospitality: Why anticipating your customer’s unspoken needs can set you apart—and no, it doesn’t require a “big” budget.

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This Episode's Sponsor

AutoFi is Heading to NADA 2025!

 That’s right—AutoFi will be at NADA 2025 in New Orleans, and you don’t want to miss it! Swing by booth #4219 to see how their all-in-one showroom solution can help you sell smarter, not harder. From payment calculations to F&I, they’ve got everything you need to close deals faster and protect your profits.

Want to skip the wait? Pre-schedule a meeting at autofi.com/nada2025 and get ready to level up your dealership game! 

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