132 • Relentless Improvement: True Stories of Lean Transformation
of a boat part. at note was the rst positive comment or gesture from
that dealer. It was hard earned, and it felt good to get it. A few weeks later,
I was getting ready to leave for the evening when I got a call from a dealer.
Ending the day with a call from a dealer was not much fun during a turn-
around. He said that he had just taken delivery of one of our boats and
had some questions that he wanted answered. I grabbed my tablet and pre-
pared to start listing his issues. I knew the routine. I told him I had a tablet
and was ready to start writing. e dealer said, “What are you doing up
there?” I said, “What do you mean?” He said, “I got a boat in today from
your plant, ...