Lauren Wood

I can imagine with your dealer relationships, you have less control over the customer experience. So how are you really keeping those human-centric values alive in the dealer to customer relationship?

What kind of training do you provide or how do you really ensure that that relationship is consistently strong and that the dealers are supporting your customers in the way that you envision?

What kind of training do you provide or how do you really ensure that that relationship is consistently strong and that the dealers are supporting your customers in the way that you envision?

What kind of training do you provide or how do you really ensure that that relationship is consistently strong and that the dealers are supporting your customers in the way that you envision?

I want to talk a little bit more about that personalization, that one-to-one experience, because we don't hear about that every day. How do you approach that in general and then especially in that dealer relationship?

I want to talk a little bit more about that personalization, that one-to-one experience, because we don't hear about that every day. How do you approach that in general and then especially in that dealer relationship?

I want to talk a little bit more about that personalization, that one-to-one experience, because we don't hear about that every day. How do you approach that in general and then especially in that dealer relationship?

What are some of the questions that you would recommend people ask?

What are some of the questions that you would recommend people ask?

What are some of the questions that you would recommend people ask?

Completely. If the customer gets that you get them, they are so much more likely to be open and honest about why they're there, what they're looking for. They will drop all the breadcrumbs for you to pick up and then be able to sell them something authentically that they actually need versus leave a bad taste in their mouth.

Completely. If the customer gets that you get them, they are so much more likely to be open and honest about why they're there, what they're looking for. They will drop all the breadcrumbs for you to pick up and then be able to sell them something authentically that they actually need versus leave a bad taste in their mouth.

Completely. If the customer gets that you get them, they are so much more likely to be open and honest about why they're there, what they're looking for. They will drop all the breadcrumbs for you to pick up and then be able to sell them something authentically that they actually need versus leave a bad taste in their mouth.

Totally.

Totally.

Totally.

That is exactly it. How do you bridge the gap between the online experience and the in-person experience?

That is exactly it. How do you bridge the gap between the online experience and the in-person experience?

That is exactly it. How do you bridge the gap between the online experience and the in-person experience?

Yep. I have two last questions for you. We ask all of our guests these. So the first one I would like to hear is, what is the recent experience that you had as a customer that left you impressed?