Michael L. Wood: How to Create Unforgettable Customer Experiences in the Automotive Industry

The Dealer Playbook

You know how much I love diving deep into the real stuff—the kind of conversations that leave you thinking long after they’re over. Well, today’s episode is one of those. I sat down with my good friend, Michael L. Wood, General Manager at Checkered Flag Jaguar Land Rover VW, to unpack something that I think everybody in business should be paying attention to: unreasonable hospitality.

What does that even mean, right? Well, think about it this way: How often do you leave a place (whether it’s a restaurant, a store, or even a dealership) feeling like they actually cared about you, like they went beyond the sale to make your experience truly unforgettable? Probably not often enough. But Michael’s figured it out, and let me tell you, it’s changing the game in the auto industry.

In this episode, Michael shares how he’s using small, thoughtful actions to create a lasting impression on his customers—and how it’s leading to loyalty and referrals like you wouldn’t believe. We talk about everything from using social media to better understand clients before they even walk through the door, to the importance of leadership that empowers your team to think for themselves.

Ready to reimagine how you serve your customers? Let’s go.
Thanks, Michael L. Wood!

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Kapitel

1. Unreasonable Hospitality in Car Industry (00:00:00)

2. Leadership Through Consistency and Growth (00:12:05)

3. Elevating Customer Experience in Automotive (00:24:18)