“Oh man, that angry customer Stanley that I just spoke to is back on my line. Who wants to deal with this?” “You should probably get a manager.” “Yeah, I could hear that call, sounded brutal.” Sound familiar to your shop or call center? It shouldn’t, it but probably does. The hot potato at your […]
Read MoreSunlight and a warm breeze flowed leisurely through the open bay doors of Hometown Motors’ service department on the second Monday of June. Wafting in on the breeze was the distinct aroma of bratwurst and burgers earning their stripes on the grill just outside the rear door. Combined with the hint of grilling onion, the […]
Read MoreMeta tagging, intuitive searchability, comprehensive workflow options… these things may or may not mean much to you, but I think we can intuit from the vocabulary that these are a part of a pretty fancy tool. It’s a tool I want. But is it a tool I need? Lost files, wrong versions, and slow collaboration […]
Read MoreLet me tell you about the time I didn’t wear an under shirt to a wedding. It was the summer of 2011. Newly broken up with my long-term girlfriend, I sought to find a second part-time job to fill up my now newly-acquired free time on the weekends. For some reason, I thought Wedding DJ […]
Read MoreA Tale of Two Cities: well, it’s actually one city, Chicago, and the tale of two trips there in attempt to buy a vehicle with very different results. The lease on my wife’s Subaru Outback is about to expire. So, we did some talking and some shopping and narrowed in on a target vehicle, a […]
Read MoreService: noun / sur vis / a helpful activity; help; aid; to do someone a service. Ignoring the December wind that whirl-winded around me making the leather collar of my jacket slap and sting my cheek, I slid the key into the lock of the walk-in service door at Hometown Motors. I had just been […]
Read MoreHis room was dark save for the glow from his computer monitor and the blue telltale lighting of the keyboard. His eyes were sharp and focused as he stared at the screen waiting and he lifted a glass that held 2 cubes of ice barely covered with bourbon. Just as his lip found purchase ant […]
Read MoreOn Friday we have a really big thing happening. An assembly of 20 people from 7 states. There are A LOT of things on the list: flights to book, hotels accommodations, local transportation logistics, name tags, logo clothing, swag bags, meals, agendas, speakers notes, out of office messaging, training room a/v, headsets for a facility […]
Read MoreWho doesn’t love a good story? Since the dawn of time there’s been that image of a roaring fire and a group seated around it, each with their own story to tell. The lives they’ve lived, the adventures they’ve journey upon, the funny anecdotes they’ve heard; humans are simply blessed with excellent memories which allows […]
Read MoreBob watched over the rim of a lifted coffee mug from the doorway of his office. Spread out before him was the 20-bay expanse of concrete floor and overhead mercury vapor lights that was the service department of the local dealership. Twin rows of overhead doors made up the outer walls feeding vehicles into the […]
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