Studies show the longer a customer is in the F&I office, the lower the customer-satisfaction scores.

That's when I got my guard down. He was okay with going to my office and meeting people and being seen. That's how he got me.

He preferred the term "study" to "office," as an office meant work. No way around it. In a study, you could, well, study, or nap or read, or stare into space thinking long thoughts. You could certainly work, but it wasn't a requirement.

We absolutely have to give the Debt Management Office the power to deal with the huge change in demand. There will be a substantial change in policy.

I had heard all the stories about Eddie. But I don't see evidence of it here. He is not Dr. Evil. He is not the way he is painted.

What we've been recommending consistently is that the issue needs to be folded into the joint study. We're concerned if it were undertaken as a separate effort, it might jeopardize this relationship.