Meet “Ron.” Ron had just graduated from college as a star athlete, with a short-term goal of becoming the sporting goods manager with Montgomery Wards, a major retailer at the time. (FYI to the millennials
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“Linda” brought her 2010 Chevy Lumina to a shop in San Francisco. Jason, the shop owner, assured her the job would be completed by five o’clock, and that she would receive a phone call updating
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Are you holding your people accountable? When I was a district manager for a national automotive chain back in 2001, I would have answered this question with a definite “YES!” After all, I always “preached” the
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“Greg” and I were struggling to figure out why his car count wasn’t improving. He had ten five star google reviews. When I Googled all of the primary automotive search terms for his area, I
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Don’t try this at home! The year was 1999, and I was a new manager who was having a problem getting my people to embrace the courtesy checks. During a shop meeting, I was explaining all
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In his book Good to Great, Jim Collins communicates the concept of The Stockdale Paradox. It’s based on the experience of James Stockdale, a high-ranking naval officer who was held captive as a POW for seven
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If you Googled the phrase, “To throw under the bus,” an image of my six-year-old son Eric would appear! He’s infamous in the Twiggs household for throwing his older sister Erin under the bus! If I
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Think back on all your extended vacations. How many times did you take the rental car to the car wash? I conducted an official survey of a select group of leaders who have high attention to
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In his book Essentialism, The Disciplined Pursuit of Less, Greg McKeon tells the story of Larry Gelwix, one of the most successful high school rugby coaches in history. In thirty-five years, his Highland High School
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I was all in, on-board, and “drinking the Kool-Aid!” As a new district manager of automotive service, I had a just returned from a national meeting where our president clearly communicated the company direction. What
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