All students who take a Subject Specific class are eligible to earn 0.5 of a Continuing Education Credits (CEU).
You must score 80% or higher to obtain a passing mark for the class. This completion entitles you to receive a certificate of achievement. This certificate will also highlight the number of CEU’s you have earned.
Training Alone Does Not Create Change
Most companies do not invest in training because they want more training. They invest in training because they want something in the business to change. They want revenue to increase. They want expenses to decrease. They want employees to perform better. They want customers to stay longer. They want fewer mistakes, faster onboarding, stronger leadership, […]
Rework: A Critical measure of Service Quality
In every successful service organization, rework serves as an important indicator of operational effectiveness and customer satisfaction. While often viewed simply as a cost of doing business, rework is actually a valuable measurement of service quality that provides opportunities for continuous improvement throughout the dealership. Understanding Rework Rework occurs whenever a task must be performed […]
A Message for Canada Day
I received this from my Best Man Terry Pascale. “We are often called “the elderly,” but that quiet label hides a truth most people rarely pause to consider we are the last living witnesses of a world that no longer exists. If you look closely, you might notice gray hair, slower steps, or the quiet […]
Where’s “The Number?”
I once started at a large urban dealership. Within my first two weeks, I noticed a daily pattern. The general manager would walk into the service lane and ask the same question: “Where’s the number? Where are we at? Where’s the number?” Every day. Production. Gross. The metric. The scoreboard. And don’t misunderstand me — […]
Sales Performance is a Data Problem, not an Effort Problem
“In God we trust. All others bring data.” (W. Edwards Deming) Ask a veteran salesperson to see their black book. The worn pages. The names are called for fifteen years. The dozen accounts they trust. It is a remarkable thing, and it is also the whole problem. We send good people out with dirt under […]
Lifelong Learning Is Here to Stay
As many of you know, Socrates has long served as our logo. Socrates is remembered for his devotion to ethics, human behavior, and the care of the soul. Rather than lecturing, he professed uncertainty and pursued wisdom by questioning the assumptions of others. He taught through inquiry. That has been my teaching style for more […]