“continuing Improvement” FOR DEALERS…

I’m sitting on a plane waiting to take the return flight home to Charlotte when I can’t help but be drawn to a conversation behind me between a little girl and what must be her mother… “I WANT TO BE…A Pilot!” The little girl announces loudly. “I want to BE…a Rock...

Something has just gone wrong… And a customer is not happy because of it. It’s a mix-up, a malfunction, or a blunder, and it doesn’t matter whose fault it is… your reputation is on the line to make it right. What do you say? How do you say it? What do you do? How do...

Over much of the past year I’ve written about spoken about and wrestled with COMMITMENT. It all started in 2002 when I got the idea to do a book called "The 10 Commitments." At the time my publisher said, "It’s a catchy title, but I’m sure it’s been done before."...

“We’ll Beat Any Price!” You’ve heard it, maybe even said it, but what it means is you’re usually beating profits down as well. The BID process is a dangerous place to play. I much prefer the AUCTION process where people are trying to “one-up” everyone else and win the...

What’s the difference between the masses and the true CAR STARS in the marketplace? Between the individuals and organizations navigating these uncharted waters of a shifting economy and those crashing on the rocks of the same old ways of doing things? How lucky they...