Articles & Videos

Got Engagement?

I often see the lack or fear of delegation when working with dealers. Usually, it’s because the owner/leader is a “Doer” and feels it...

How Will Your People Take Care of Your Customer? It’s T.E.A.M. (Work)

Here is the inescapable reality: your front-line employees are the direct link between your company and your customers. To achieve your...

7 Step Customer Service Process — Creating the Right Culture & Attitudes

Successful businesses of the future will need to rely on solid customer service processes. In an industry where relationships still...

Catch & Release or Catch & Keep

Can fishing help you appreciate the value of customer retention? If you’re “just fishin’,” catch and release is OK. But if you want to...

Focus on Satisfied Customers, Not Customer Satisfaction

We begin the 12th year of writing this column and look forward to the theme of Creating a Customer Centric Culture. With almost 100...