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Cashier Number 3 Please by Terry Green

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ROCKING THE BOAT

Back to Peugeot again where, with one particular dealer, I used to get frustrated arguing with him about his customer facilities. Dealers are franchisees, meaning that he owned his own business and made his own decisions about how he ran it. I could influence him, I could cajole and threaten him, but I couldn’t make him do anything he didn’t want to do. Working in that style of relationship with all of my dealers and wanting to succeed in my career, I quickly learned the power of persuasion.

I found that when change is initiated from within, when a business really wants to do it, it’s a powerful thing.

In this case we had been skirmishing for months around his “customer experience” – what it was like to be a customer of his business. ...

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