MESSAGE FROM MAO PRESIDENT DEAN FITZPATRICK
THE VALUE OF OUR REPUTATION
Transportation is an incredibly important
departments, that means listening to what our guests are
and essential part of people’s lives. This
trying to accomplish and providing the proper options to
includes the need to go to work, get the
satisfy what they are looking to do…all in a transparent,
kids to school and the activities they
respectful and expeditious manner.
participate in, road trips in which lifelong
memories are created or just the freedom
to get where you need to be and do
what you want to do. The people in the
communities
The more successful we are in providing quality customer
service today, the more success we will see in the future
as our guests will continue to come back to the place and
the people they can count on.
in which we do
We are all very fortunate to be a
business love
part of an organization that has
their vehicles
and all that they
represent. It is important that we provide
great choices to service our customers’
transportation needs, whether it be offering
quality options for new or pre-owned
vehicles sales or competent repair and
maintenance for the vehicles they care so
much about.
That is why it is so important for all of us
involved in the dealership business to do
our jobs well. People have options when
it comes to buying new cars and trucks,
thus we operate in a very competitive
environment. In addition, consumers have
options when it comes to servicing their
vehicles.
Much of our success as an organization
comes from being the option people
can count on. In the service and parts
departments, that means doing the job
right the first time at a fair price. Customers
WE ARE ALL VERY
FORTUNATE TO BE A PART
OF AN ORGANIZATION
THAT HAS BUILT A VERY
SOLID REPUTATION
OVER THE YEARS AS
A COMPANY PEOPLE
CAN COUNT ON WHEN
IT COMES TO TAKING
CARE OF THEIR
TRANSPORTATION NEEDS.
built a very solid reputation over
the years as a company people
can count on when it comes to
taking care of their transportation
needs. Millions of sales and service
transactions have taken place in
the building of that reputation.
As we go about carrying out our
respective area of responsibility
on a daily basis, it is important
to remember how long that
reputation took to build and how
quickly it can be impacted in a
negative way if we don’t operate
with integrity and go about doing
those things that bring the trust
and loyalty of those we serve.
While no one knows for sure what
the future of transportation will
look like — autonomous selfdriving or human driven vehicles,
electric or hydrogen powertrains,
are looking for a professional who can
etc.—we do know people will need
properly diagnose their vehicle’s problem
a great place to purchase their
and repair the issue in a competent and prompt manner. They
vehicles and get them serviced, and that spells well for all
are looking for a professional who understands how important
of our collective futures. WS
their vehicle is to them and the safety of their families. In the sales
LHM Group’s Value #1: Integrity–Do the Right Thing.
Larry Miller had a reputation for doing what he said he
would do. His integrity and honesty opened doors and
opportunities to grow the business. It was the foundation
of his success. You should strive to be someone that
coworkers, customers and communities can count on. By taking the
high road in all your decisions, your personal and professional ascent
will continue. Trust is built on the foundation of integrity.
Discussion ideas for managers, leaders and teams:
1. What does it mean to honor your word?
2. If you’ve made a promise or commitment to someone
but later can’t keep it, how do you handle that situation
so that you don’t compromise your integrity/reputation?
3. How do your actions affect the overall reputation of your
business location, department or team? What can you
do to build and protect that reputation?