Family members run most of the operation in this multi-line, 1,000-unit store. It is located in a large metro market that contains a number of highly competitive, large dealers. Although the dealership has many of the major product lines, it is trying to acquire additional key brands.

Each of our 20 groups has a private e-mail system so they can discuss business issues with other group members. The other day I realized how negative the e-mails had ...