It occurs to me that, coming-up through the Sales side of the business, that I’ve spent years practicing and studying about the effectiveness of “building value” into what I’m selling — myriad, multiple ways. Take F&I for an example — when the salesperson introduces or endorses a product (Pre-Selling) before the customer gets into the F&I office, chances are better that the customer, when faced with a quick Yes or No decision, will say “Yes” vs. the customer who received no intro/endorsement. Pretty basic stuff, right? But what about the Service side of the business? How are we building value there before that customer says Yes or No to a Service Advisor’s recommendation? And, in our quest to create better customer service via on-line scheduling, where we ask the customer to choose the services they want (before a consultation), are we impeding our ability to recommend or suggest additional products and services in the Service Lane? Waddaya think?