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Is the F&I Office Tone Deaf?

Customers give great weight to the overall experience and tone of the process. We should too!…

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competitive-advantge

Your Competitive Advantage

During a recent (and rare) vacation along Florida’s Gulf Coast, I watched more evening TV than I have in quite some time. I was amazed by how many dealership commercials I experienced. It appeared that everyone was trying to gain a competitive edge with the cleverest marketing ideas and the…
1886-benz

Change is a-Coming!

The year 1886 is regarded as the birth year of the modern car. In that year, German inventor Karl Benz built the Benz Patent-Motorwagen. Cars did not become widely available until the early 20th century. One of the first cars accessible to the masses was the 1908 Ford Model T,…
the-great-equalizer

The Great Equalizer!

In the second half of the 19th century, the new frontier west of the Mississippi was affectionately called “The Wild West.” During this time, most referred to a six-shooter as the “great equalizer.” It enabled a small man to chop a much larger one down to size.…
sanu

The Seat Behind You

Mohamed Sanu is a wide receiver for the NFL’s Atlanta Falcons and one of their most celebrated stars. After sitting in coach during a recent airline flight, he was handed a note as he was departing the plane. The family sitting behind him had recognized him but did not bother…
hippie-customer-service

What the Grateful Dead Taught Me About Customer Service

In 2004, Rolling Stone ranked the Grateful Dead No. 57 on their list of the “100 Greatest Artists of All Time.” The Grateful Dead were considered the greatest touring band in history. They performed more than 2,300 concerts. In their early career, the band also dedicated their time and talents…
stealing-from-yourself

Stealing…From Yourself!

Emmanuel Ninger was arrested for counterfeiting in 1887 after he handed a clerk, whose hands were wet, a $20 bill and the ink started smearing. A search of his attic found that he was hand-painting each bill! They also found three paintings he had created which, after his arrest, were…
rick-mccormick-e1489685156864

Blended F&I Training – Mastering the Shift to Digital Learning

Dealerships today depend more than ever on the profits gained in their F&I departments as a larger percentage of their overall profitability. To assure this department maximizes their opportunities, the F&I office must have the two most important elements in place, great products and well trained people. So naturally having…
duck-dynasty-determination

Duck Dynasty Determination

Did you know Phil Robertson and Terry Bradshaw were teammates at Louisiana Tech? Learn how two shared principles made both men champions in their chosen fields.…
art-of-communication

Master the Art of Communication!

I just finished a very frustrating phone conversation with the company that provides my phone and internet service. The word “communication” is in their company name, and the reason I am frustrated is the person I was dealing with had no idea how to communicate effectively. The conversation made me…
lombardi-1

Create a Lombardi Culture

I just returned from Green Bay, Wis. Like most visitors, I drove by and took pictures of the Vince Lombardi statue in front of Lambeau Field.…