Why Most ‘Guest Experience’ Programs Fail... and What Actually Works
Send us Fan Mail
This former teacher used simple, repeatable hospitality—not buzzwords—to scale and auto group.
Today’s guest, Adam Gaedke helped steer a dealership group through hyper-growth, an ESOP transition, and a full-blown culture shift rooted in hospitality. Starting as a salesperson, Adam rode the wave from one store to 18 in 18 months, sat on the board during the employee-ownership transition, and learned what it really takes to make “guest experience” more than a poster on the wall.
Along the way, he swapped the industry’s old secrecy for radical transparency: ask customers how…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.