strategy cannot succeed. This does not mean that you should not make a solo decision. What it does mean is that the mission of your team's success must be a joint effort. After moving my small team upstairs to our new office, I could feel the tension melt away that they had been carrying for the previous six months. We finally had a place all to ourselves. I knew our presence would be missed in the lane, but not for the reasons I had hoped we would be missed. FLASHBACK TO THE REASON FOR CHANGE Prior to my involvement in launching our Service Business Development Center, a few individuals had been hired to address an ongoing problem in the service drive. Service advisors were not doing a very good job of answering their phones or communicating with their customers. Their poor communication resulted in decreased customer retention as well as decreased customer satisfaction. This challenge was one that was shared by many automotive dealers as they struggled to determine what was expected of each service advisor's time. While, alternatively, no dealer expected finance managers to simultaneously write contracts for clients in their office and pause the experience to answer the phone over and over, dealers often expected service advisors to make similar problematic choices. We were embarking on a huge cultural shift 14 In this case of the service advisors, the choice was between the attention-deserving clients standing in the lane or the also important clients waiting on the other end of the ringing phone. This unrealistic expectation placed upon the service advisors set one or both of the client experiences up for disappointment. The solution to this age-old problem seemed