Tire and auto industry veteran Randy O’Connor is the executive director TEN (Training and Education Network). He can be reached at roconnor@10missions.com. For more information, see www.mtdten.com.
Nothing happens without the oversight of your service manager, who can make or break a customer experience and both your short-term and long-term profitability.
There’s nothing more important to any relationship than promises. On a daily basis, your customers learn what to expect from your organization and its brand through the promises you make and keep.