As I searched for examples of extraordinary customer service by F&I staffers for today's Insight cover package, F&I trainer Ron Reahard of Reahard & Associates told me his own inspirational tale.
When Reahard was 17 years old in 1972, he bought a 1964 Oldsmobile 88 at a used-car lot for $400. Fifty miles in, the engine started knocking. Staffers at the used-car lot had wrapped leather around the main bearing on the crankshaft.
When Reahard drove the 88 off the lot, it was quiet and smooth, but after those first 50 miles, the leather wore down and "the engine showed what it really was," he said.