Many of my competitors spend a lot of time training advisors on how to manipulate the customer into purchasing maintenance packages. They believe if an advisor is trained on the skills to mentally beat down the customer's resistance the dealership wins. This is shortsighted and will not generate customer growth and retention over the years. Instead my belief is our mission is merely to educate and inform the customer of their needs every time every visit to the service department. This requires a strong customer intake process where the advisor interacts with the customer at their vehicle. No doctor would allow their nurse to not have the patient's medical history, blood- pressure, and reason for today's visit prepared for the doctor. Could you imagine the nurse informing the doctor they were slammed at the desk and didn't have the time to provide this needed information? It's time we must demand are companies are run with consistent processes that ensure customer satisfaction and success. Recently I had my annual checkup at the Cleveland clinic that takes up a full day of medical testing. In one of the tests my resting heart rate was measured while chatting with a doctor. He found it interesting that when I began telling him what I do my heart rate increased. This showed him the excitement and love for what I do. The greatest joy in my job is to work with people and watch them develop and prosper both themselves and the dealership. This is his achieved by installing the proper processes in the dealership and coaching them with in store follow-up visits with encouragement to do the right thing. I have the best job in the world because when the dealerships win so do your customers!