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June 2024

When I was working with Mercedes North America to improve service in their dealerships, I started with the highest-rated dealership in the country and asked the owner why he thought his ratings were so high. "Problems," he said. "You mean 'no problems'?"

I received an unsolicited email—spam—about rubber stamps. I just happened to need a couple for return addresses on envelopes. (Yes, I still write letters and send checks.) So I emailed the firm, gave them examples of what was needed (size, ink