In this episode, my guest is Edwin Frizzell, Regional Vice President and General Manager at the legendary Fairmont Royal York, and we’re talking about what it really takes to create unforgettable guest experiences, build strong internal culture, and lead with purpose in fast-paced, high-expectation environments.Edwin shared a real-world example of how a single gesture at a car dealership completely changed his perception—and potentially his buying decision.“I’m actually considering buying a car from a dealership out of town—not because of the brand, but because one entry-level employee made me feel seen and valued. That one moment of connection changed everything.”Let that sink in. A single moment. A small gesture. Not the fancy showroom, not the logo on the building—but a human interaction.And that’s exactly what we unpack in this episode, we dig into: How to turn everyday interactions into powerful emotional connections Why Mary in the laundry room is just as important as any executive (and why Edwin knows her by name) The importance of brand promises—and how to activate them through your people What automotive dealers can learn from hospitality pros when it comes to service that sticksIf you're in the auto industry and you want to know what today's customer really values, this is something you can't afford to miss. - - -This Episode's SponsorFlexDealer Need Better Quality Leads? FLX helps car dealers generate better quality leads through localized organic search and highly-targeted digital ads that convert. Not only that, they work tirelessly to ensure car dealers integrate marketing and operations for a robust and functional growth strategy.- - -Leave a Review:If you're enjoying the podcast, we'd love an honest review here. - - -Socials:Follow on LinkedInFollow on YouTubeFollow on Facebook