What separates a dealership that customers love from one they avoid? According to Ujj Nath, co-founder and CEO of MyKaarma, it comes down to three things: every interaction must be convenient, transparent, and contextual.

In this episode, host Jason Stein sits down with one of the sharpest minds in automotive retail to unpack why dealers still miss nearly half their inbound calls, how AI is about to transform both the front desk and the back of the shop, and why the best service experiences in the world have nothing to do with cars at all. From a $500 dinner at the Strand House to Amazon’s 20-second returns, Ujj reveals the customer-experience playbook every dealer should be stealing — and how fixed-ops departments can win service work back from the independents before 2030.

If you run a service drive, manage a dealership, or build the tech behind it, this one’s a masterclass in thinking backwards from the customer.