Ep. 639 - Stop Selling Cars, Start Creating Experiences, With Bob Welby, INFINITI USA

The Dealer Playbook

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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Chapters

1. Enhancing Customer Experience in Automotive (00:00:00)

2. Creating Customer Loyalty Through Engagement (00:05:38)

3. Building Client-Centric Culture for Dealerships (00:15:44)

4. Podcast Interview With Bob Welby (00:29:48)