Tiffani Bova is the Global Customer Growth and Innovation Evangelist at Salesforce. She has led massive revenue-producing divisions for startups and Fortune 500 companies which is why car sales people around the world need to pay attention to her wisdom. In this episode of Friday Fire, Michael shares his commentary about Tiffani's famous quote, "How you sell matters. What your process is, matters. But how your customers feel when they engage with you matters more." Think about how you can apply this to your career in the car business, and how it applies to increasing the lifetime value of your customer base. As a car sales professional, you're able to do more than just spew off features and benefits. You can build real relationships that span generations. Access the full show notes, timestamps, resources and more at http://www.thedealerplaybook.com/episodes Have questions, comments, or feedback? Drop us a line at michael@thedealerplaybook.com! Connect with Michael Cirillo on LinkedIn: https://www.linkedin.com/in/michaelcirillo Apply to the exclusive DPB PRO Facebook group where you'll get access to live mastermind calls, training, collaboration, and accountability that will take your career to the next level: https://www.facebook.com/groups/dpbpro