In today’s competitive marketplace we must place our focus on the most important part of the business which is our customer. In my position travel is a must and exposes me to the differences companies place on the customer. The airlines are a prime example when hot meals have been replaced with a small bag of pretzels and a cup of soda. Seats are crammed together with long lines to be processed into the aircraft. Customers complain of lost luggage and poor service as prices soar into the…

During a recent dealership visit I asked a manager why she used a lateral support team system. The answer took me back when she said “That’s the way it’s always been done.” When thinking about her statement it came to me that many times we get stuck into processes or procedures that may need changed or altered. These changes are never acted on because many managers dislike change and operate in their comfort zone. Let’s look at some innovative ways to analyze what processes are right for…

There seems to be just as much talk the day after the Super Bowl regarding the creative advertisements than the game itself. On top of the beer and Dorito commercials, the automotive industry plays a huge role during the game. What was your favorite automobile advertisement during the big game? 

This site has every car commercial from the 2011 Super Bowl -----> …

Recently I requested a room for a monthly follow up visit and was told no rooms were available for the entire stay. Then I went to a competitor and they were similar quality and more centrally located for my monthly three day visits. The new place I stay every month now gets about three hundred a month additional revenue. I wonder how many service and parts customers are thrown away because when they call they are told no. Instead of no why not state “I’ll do my best” or “At least we will…