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It Turns Out You Can Fix Stupid — Part 2
In my last column I wailed about free or dirt cheap oil changes, no appointments, and ridiculous commitments impossible to meet, which are too often creating the “perfect service storm.”…
Dealer NewsFour Facts About Servant Leadership
“Servant leadership” has been a business buzzword the past three decades. But in the 1,000 leadership presentations I’ve given in 14 countries over the past decade, I’ve discovered that many…
Dealer NewsGet Tough, Take Control of Flat Rate Hours
Of course I am speaking of the all important, yet fleeting Flat Rate Hours here. These are the family jewels of service and without their fabrication; both service and parts…
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