Customer service has changed dramatically over the past fifty years—surveys, metrics, and online reviews now dominate how businesses measure success. But at Hooks Lincoln, service has always been about something far more timeless: people, relationships, and doing the right thing in the moment.

In this episode of Changing Lanes: The Hooks Playbook, Kip Hooks, Owner of Hooks Lincoln, reflects on the dealership’s decades-long tradition of putting humanity at the center of every customer interaction. He shares remarkable stories that illustrate this philosophy in action, from his grandfather quietly replacing a broken mirror on a stranger’s truck during a Sunday visit to the dealership, to his father driving across town in the rain to change a flat tire for a college student. Kip himself carries that same spirit forward, recalling the time he overheard a family in distress and personally drove them home, later arranging to have their car picked up and serviced.

These moments—whether small or extraordinary—speak to a culture of service that transcends sales and marketing. Kip emphasizes that while the tools of business have evolved, from the internet to social media to the latest advances in communication technology, the foundation has not changed. Integrity, presence, and genuine care remain at the core of what makes Hooks Lincoln special. Customers don’t just buy a car; they build a relationship with a team that is deeply committed to supporting them throughout the ownership experience.

Listeners will hear how these principles have guided the dealership through generations, creating lifelong customers and turning service encounters into stories that define a brand. This episode is a powerful reminder that while products and processes evolve, true trust is built through moments of humanity—the kind that can’t be faked and never go out of style.

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Podcast Directed and Produced by: www.hiredgunsagency.com