The master, the mentor, the trainers and the kid.
Every story needs someone who's been there. The reader is the hero. Everyone else is here to get him from frozen at the counter to running the drive.
Steve Shaw
"I kept learning, in classrooms and on the drive. But the drive taught me the most."
He started at 16 turning wrenches, and he wasn't a good technician. He moved up to writing service, sure he had it figured out, not knowing what he didn't know. Great mentors, a great attitude and the school of hard knocks built the playbook. Then he sailed off on his catamaran, and the legend lives on through the people he trained.
Craig
Iowa parts, wholesale parts and 25 years running a Honda driveway. He learned the approach, lived it and now carries it to the next generation. He shows up when the kid hits a wall the lessons can't fix.
Stephanie Keyes
"The standard starts here."
Steady, sharp, never rattled. She shows you how it's done, then steps back and makes you do it.
Kit Binns
"I'm stocked to be here."
Runs the counter like a cockpit, and is allergic to “we’ll order it and see.”
Maddie Denton
Calm in the room where customers are most upset. Every estimate is a promise.
Miles Carter
Wants to be great at this, fast. Freezes when a customer says no, and covers it with a little cockiness. By Volume Eight he runs the drive.
Gabi Reyes
Bilingual, fearless with angry customers, impatient with process. She wants the top spot on the board, and she wants to beat Miles to it.
Jake Holden
“We never did TOs here.” The skeptic who gets converted one volume at a time.
Kevin Tran
Believes the math before the people, and proves the closing ratio. Learns the numbers come from the behavior.