Observations on the desk, store economics, and leadership realities for the people responsible for the store.
Reduce dealership wait times by tracing a real visit backward from delivery to arrival. Find wasted minutes with Jason Rigby’s printable customer time audit.
One person missing a step may need coaching. Four people breaking at the same transition is evidence about the system around them. Here is how to tell the difference before you prescribe more training.
Three touches, three owners, one scorecard — the recovery process most stores have been pretending exists, and the four numbers every manager should defend Monday morning.