S2E15 - Lead with Hospitality. Earn Trust. Grow.

What happens when fine-dining hospitality meets auto repair? In this episode, Jeff Frable and Sara Mays sit down with Russ Knight, owner of a Christian Brothers Automotive franchise in Tulsa, Oklahoma, to explore how the principles from Will Guidara's book Unreasonable Hospitality can transform even the most unexpected industries. Russ shares how applying a hospitality-first mindset—focused on listening, personalization, and empowering employees—helped his shop stand out in a crowded, trust-challenged market. Rather than obsessing over sales metrics or technical upsells, Russ explains why small, thoughtful gestures, genuine education, and meeting customers where they are matter far more. The result? Stronger trust, higher customer retention, improved team morale, and sustainable financial growth. Whether you lead a service business, manage a team, or want to rethink how you engage the people you serve, this conversation will challenge you to go above and beyond—no white tablecloths required.