Dustin Collins, Vice President at Bill Kay Auto, delves into the blend of technology and emotional intelligence that drives modern car sales. He shares insights on the pivotal traits of a successful service director and how the right focus can enhance dealership operations. Dustin emphasizes the significance of employee retention and innovative strategies for customer experience, including the power of video transparency. His journey from washing cars to leading a dealership illustrates the potential of experiential learning in the automotive industry.