Your customer service stinks! According to an extensive study by the DiJulius Group, 41% of you are guilty of the “stink” declaration. Another 38% of you are only rated as “average” in customer service, 18% are rated as “above average” an

Pulitzer Prize-winning author Alexander Solzhenitsyn spent eight years of his life in prison for making a few disparaging remarks about Joseph Stalin. He went into prison an atheist and come out eight years later a Christian. The first words out of h

Business has picked up for most manufacturers and dealers this year and there is much optimism that we will enjoy a steady economic rebound. But this isn’t the time for chest bumps and high fives. We may have emerged from the pit, but we’re not o

This year, I’m focusing my presentations to in-house clients on strategies to develop mental toughness and a ferocious persistence. These two traits will ultimately separate the winners from the wannabe’s in most endeavors. Over the years I’ve

If you’re getting mediocre results or answers in any area of your business or your life, it may be because you’re asking mediocre questions. If you want the right answers to improve your organization, you must ask the right questions. A recent em

NADA stands for the National Automobile Dealers Association, and the key word here is ???association.??? It means ???together.??? It means we all come together in a united front to face the challenges of our industry???and they continue to be many. L

Mediocrity is a common business topic. We speak of having mediocre departments, leaders, employees and standards. But where does mediocrity come from? How can you identify it in yourself and others? And very importantly, how to you break free from me

I highly recommend that you make this the year you work harder on yourself than ever before. This is because last year left little time for many leaders to upgrade and expand their personal capacity because they were so busy with the emergency of the