Distinguishing Touches

I never liked whip cream on my shake. In my mind it simply made it harder to get to the stuff I wanted to get to. To me the whip cream kept me from seeing the “good stuff” and had the potential of being real messy. Before you tune out and decide that I have…

From an early age, many of us can remember a parent, teacher or coach reminding us that, “if you don’t practice, you’ll never be very good!” Sound familiar? My question is, at exactly what age did we begin to believe that this is no longer true? Much of my professional effort is focused on presenting…

“When you get tied up with any big company, it has the tendency to change your perspective. Getting involved with Ford was kind of’ like asking a big gorilla to dance. You start off leading, but before very long you’re being swung all over the floor, and pretty soon you lose sight of the fact…

Great dealers all spend time mastering the art of making a positive first impression when a customer enters their showrooms. While these steps are critical, they are only part of the customer service process. Let’s examine some opportunities to make favorable final impressions long after she said “Sold!” There will have been several impressions made…

I just finished a great book called The Sender by Kevin Elko and Bill Beausay. It is based on a real life scenario where a person was diagnosed with cancer and had to undergo multiple rounds of Chemo. During these 90 days of treatments, someone who identified themselves only as “The Sender”, wrote a letter…