When Chris Crain opened a standalone Genesis dealership in Conway in early 2024, he made a calculated bet on a growing central Arkansas market long dominated by legacy European luxury brands — and positioned his business as the state’s sole provider.

In early 2024, you moved into a dedicated stand-alone facility. From a business strategy standpoint, what was the primary driver behind establishing a separate physical footprint for Genesis rather than a shared luxury space?

We started the Genesis brand in our Hyundai dealership. When the brand introduced the free-standing facility and the Korean luxury concept of “unreasonable hospitality,” we couldn’t wait to bring it to central Arkansas.

Arkansas has traditionally been a market dominated by legacy European luxury brands. What specific market indicators gave you the confidence that central Arkansas was ready for a Tier 1 brand like Genesis?

The Conway and central Arkansas market is growing year over year by leaps and bounds. I thought Conway was ready, and we liked the fact that this was a unique concept that might set us apart from other luxury dealers.

Genesis places a heavy emphasis on a high-touch, guest-centric model. How do you ensure this high level of service is standardized across your sales and service teams to meet the expectations of a luxury buyer?

We have put many resources behind our team. They are sent to training and participate in frequent online training to learn the state-of-the-art technology that Genesis is continually introducing.

The Genesis Service Valet—offering at-home pickup and delivery for maintenance—is a significant logistical undertaking. How has this operational shift impacted your service department’s efficiency and customer retention?

Brand loyalty is very important to us at Genesis. Our goal is for every experience to be seamless so that we can take the hassle away from our customers.

Features like Digital Key and the Genesis Concierge program aim to streamline the ownership experience. In your view, how much does this frictionless technology influence a buyer’s decision to choose the brand over a competitor?

The technology in the Genesis models is second to none. These features offer our customers ease, convenience, flexibility, and enhanced security.

Beyond the initial sale, how does your team utilize the brand’s complimentary maintenance and roadside assistance programs as a tool for long-term customer relationship management?

Our salespeople maintaining good relationships with their customers is our top priority. Our service department knows the importance of fast, exemplary service. We provide complimentary snacks and drinks while customers wait for their vehicle, if they choose to bring the car in themselves. Our waiting areas are comfortable, and our employees are happy to offer their hospitality.

How does having the state’s only Genesis dealership in Conway fit into the long-term vision for the Crain Management Group’s presence in this market?

Chris Crain Enterprises is a big supporter of Conway. I own the Hyundai dealership, Genesis dealership, Chris Crain Collision, and Chris Crain Customs. We are highly involved in the chamber of commerce, Conway High School, the University of Central Arkansas, and many other great causes in this area. We count it a privilege to be in this community. We love Conway and plan to grow with the city. That’s our long-term plan.

As the only Genesis dealer in Arkansas, your trade area effectively covers the entire state. What unique logistical or marketing challenges come with being the sole provider for a brand across such a large geographic territory?

Obviously, it’s a little more challenging delivering cars to and from service in Northwest Arkansas, where we have a large group of customers, or other parts of the state. However, we strive to offer the same service to all our customers no matter where they live.

Because of your exclusive status, you are drawing high-net-worth individuals into Conway from all over the state. How does the presence of the state’s only Genesis dealership reinforce Conway’s position as a key destination for professional and executive services?

Our hope is that the more we can bring people into our city, the better. Genesis focuses on reliability and a better standard of safety technology than most other luxury dealers, which sets this brand apart.

When a customer is cross-shopping against other luxury dealerships across the state, what is the closing argument for why they should bring their business to Genesis of Conway?

Genesis is redefining luxury for everyday drivers by offering a balance of performance, space, and technology that rivals the best in the industry. Come see us at Genesis of Conway — the future of luxury, today.