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Loved reading this, [USER=3]@Jeff Kershner[/USER]! What I think is cool is that you weren't concerned about the micro details of workflow, you looked at the situation with an empathetic big picture view, and recognized how the customer wanted to interact at each stage of the process. It's easy to get stuck with your head down, worrying about your workflow and tools as if your job is just to turn this wrench like this. Much harder to look at each new situation with fresh eyes, asking 'what expectations does this customer have?' and only then decide which tools will get you there.