Featured writing
Buy from the service drive, not sell on it
Dealers often focus on selling on the service drive, when the useful focus is buying from the service drive.
Read the essayAutomotive operator · Author · Three decades in the store · Naples, FL
Friction is expensive.Clarity compounds.
Doctrine model · conceptual
Drag the deal. Watch verification rise and wait fall.
DEMONSTRATION MODEL — not measured store data. Operator heuristics; integers only.
Read Friction Verification Asymmetry- Customer wait
- 27 min
- Desk verify
- 42 min
- Hold risk
- High
- Days-to-turn
- ~5 d pressure
- $ exposure
- $5–15k
Operating language
Five words only matter if they carry a definition.
- 01ClarityThe state in which complexity has been reduced to an understandable, evidence-grounded basis for action.
- 02DecisivenessThe disciplined ability to choose and commit without unnecessary hesitation once sufficient clarity exists.
- 03ExecutionThe conversion of a decision into observable action and outcome.
- 04AccountabilityExplicit ownership of action and outcome, supported by evidence sufficient to verify what happened and who owns the consequence.
- 05TrustThe earned confidence that compounds when clarity, decisions, execution, and accountability consistently match reality.
A book · In progress
The Best End User
The Doctrine of Used Vehicle Acquisition
By Brian Kramer & Robert Hollenshead
A field manual for dealers who want to earn the last customer, not just the next one. Built from GM reps, appraisal spreadsheets, and the acquisition math that actually moves a store.
In progress — not for sale yet.
About the book →