We are all in the YES business. 

"YES, we can help you with that." "YES, we work on BMW's." "YES, we can get you in today." "YES, we can get you a ride to work." "YES, I can give you a quote (after you drop off your vehicle)." "YES, we will rotate the tires." "YES, we can have this done by the end of the day." Yes, yes, yes.  

We say we are a YES shop. Do we always sound like a yes shop? 


In today's Toolbox, Lorri spells out the importance of focusing on what you say and how you say it. 


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