TO THE EDITOR:
It was wonderful to read Keith Crain's Jan. 2 column, "Great people make the difference," just ahead of this year's National Automobile Dealers Association convention in New Orleans.
Such a logical observation -- but many people in our industry fail to grasp its relationship to customer satisfaction and owner loyalty.
I was a big fan of John Rock, Oldsmobile's general manager in the mid-1990s, and he always emphasized "courtesy and knowledge" as the foundation for dealership success.
Thanks to Keith Crain for making the case so eloquently.
St. Cloud, Fla.
The writer was the 2003 chairman of NADA.