DOCSLIB.ORG

EXPERT ADVICE for STRENGTHENING YOUR BUSINESS <<

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
EXPERT ADVICE for STRENGTHENING YOUR BUSINESS << >> EXPERT ADVICE FOR STRENGTHENING YOUR BUSINESS << Master the non-verbal Get back to the basics Send the right message Operate with a plan Learn from the prosperous Focus on your strengths Exceed expectations Capitalize on opportunities A BOATING INDUSTRY WHITE PAPER CONTENTS THE POWER OF THE NON-VERBAL 5 REASONS WHY STRONG 3 By Matt Gruhn with Duane Spader 11 DEALERS PROSPER By David Parker, Parker Business Planning GE’S SIX TIPS FOR SURVIVAL 5 By Matt Gruhn FOCUS ON YOUR 13 STRONGEST BRANDS EFFECTIVE MARKETING IN By Phil Dyskow, Yamaha Marine Group 7 A TOUGH ENVIRONMENT By Dale Barnes, Yamaha Marine Group 15 EXCEED EXPECTATIONS By Debbie Davis, Waypoint Group, Inc. 9 OPERATE WITH A PLAN By Noel Osborne, Consultant MYRIAD OPPORTUNITIES AVAILABLE 17 By Phil Keeter, Marine Retailers Association of America Back to Basics hen the economy is booming and boats Business basics seemingly sail out of the dealership, it’s easy W to forget the trials and tribulations that pre- can sustain marine ceeded this period of prosperity. Like most retail channels, the marine industry is dealers — even cyclical. But the huge investment in inventory and staff required to run a successful dealership can turn sour during tough times. when the economy isn’t so hot, as many dealers are find- ing out. Reactionary measures may sustain a dealer in the short-term but aren’t likely to help in the long run. Boating Industry spoke with top consultants and industry experts to get their take on surviving and thriv- ing during all economic conditions. Although the experts vary widely among their positions in the industry, a num- ber of common themes emerged from their responses. Most involve sticking to one’s business plan while looking for quality growth opportunities in closely relat- ed areas, concentrating on marketing and advertising, taking a critical look at each employee should layoffs For the latest need to happen, asking manufacturers for help with cus- news and data tomer appreciation functions and taking steps to move regarding industry older inventory. trends, subscribe Now’s not the time to panic. Now’s the time to heed to the Boating Industry e-News the advice of experts and refocus your efforts on your and visit dealership. >>>>>>>>>>>> boating-industry.com. www.boating-industry.com WHITE PAPER - Boating Industry 2 BOATING INDUSTRY WHITE PAPER The power of the non-verbal How the right attitude can help you survive the tough times. CONTENT FOR THIS ARTICLE ith the current economic condi- mind you. Trying the ol’ rah-rah-hoop-de- tions at the forefront of his doo doesn’t work. It’s like the old mantra WAS DERIVED FROM A W mind, the No. 1 thing Duane Spader has taught for years: Good habits CONVERSATION WITH Spader began telling people last year, was are formed during tough times; bad habits DUANE SPADER that dealer management had to be responsi- are formed during easy times. ble for the non-verbal portion of its opera- It’s an attitude of professionalism and OF SPADER BUSINESS tions. Sounds a little too philosophical, but it respect for one another. It’s a message of MANAGEMENT. makes sense. And dealer principals need to teamwork that took years to build. It’s much understand the effects of the non-verbal. more than just trying to give away boats at a BY Often in tough times, business owners low price. It means cleaning up the facility to MATT GRUHN. begin looking for the one instant answer to improve your appearance. It means making solve all of their problems. And let’s be hon- sure the bathrooms are clean. It means greet- est, with the Middle East turmoil, gas prices ing every customer who walks through the and a resulting economic condition that does- door. It’s improving those 1,000 different n’t seem to favor boat buying, times could aspects of your operation. definitely be considered tough. So it’s impor- Does your dealership succeed with the tant to pay attention to what Spader coins as non-verbal? Evaluate how your employees the non-verbal. And that amounts to a com- talk about each other. And what their atti- bination of many things. To Duane, it’s the tude toward management feels like. What’s Your Non-Verbal message he’s been sending to all of the suc- the attitude among different departments? Essentials Checklist cessful dealerships he’s been working with for The attitude should be one of confidence K Exhibit confidence years: It’s not the one thing that you do 1,000- … that you and your employees are doing K Display professionalism percent better that matters, it’s the 1,000 the professional things that can be done. K Show respect for other things you do 1-percent better. It all starts with the understanding that Not all dealers are doing poorly during customers buy one boat at a time. And employees & customers these times, either. The truth is that those they want to buy that boat as opposed to K Ensure a clean facility dealers that are doing those 1,000 things being sold a boat because of a cheap price. K Greet all customers better make more money during soft times And it sure is easier to talk and write about K Improve every aspect of than they do during good times. That’s this than it is to implement it. But if price your operation because they are doing all those things bet- selling is happening, you’re just com- K Sell one boat at a time ter and the non-verbal of the dealership is pounding your problems. better because everyone is productive. In There is a methodology to it that dealers K Tackle the cost-cutting soft times people still want to buy, but they really have to concentrate on, and that’s sell- K Advertise your strengths want to buy from dealerships where the ing one boat at a time. Typically, what hap- non-verbal is good. pens when the market goes soft, dealers for- The non-verbal message that a business get that, and they try giving away one boat at elicits is its attitude. It’s an aura of confi- a time, rather than selling one boat at a time. dence that is visible and obvious to anyone And giving it away creates more of a nega- who walks through the front doors. It’s the tive effect than selling it. By giving it away, solid confidence that says, “things might be the sales rep is selling only price and empha- tougher, but we can do better.” It sends a sizing to customer that the industry is soft: statement that says, “times might be tight, “Other people are not buying, so you but we don’t have to give up.” Instead of shouldn’t buy even though the price is giving up, it says “we have to do better. We good.” Selling is based upon addressing cus- can do better. And we’re going to put more tomers’ needs and being positive about it. efforts into doing the right things.” That Customers don’t want to be sold; they want doesn’t mean the gimmick of the month, >>>>>>>>>>>> www.boating-industry.com WHITE PAPER - Boating Industry 3 THE POWER OF THE NON-VERBAL During tough economic times, what is your No. 1 focus? During tough economic times what is your No. 1 focus? 8% Hold margins 33% Reduce inventory 24% Cut costs 15% Create additional revenue streams Increase revenues from existing 25% products/services Other 10% 0%5%10% 15% 20% 25% 30% 35% Boating Industry magazine polled dealers in a number of to buy. When we get into price selling, it’s areas focused on surviving in tough economic conditions. company is demoralized. And that is actu- the salesman selling and not letting the cus- In all, 221 dealers responded to this survey. Of these ally chasing customers away from the dealers, 74 percent had only one location, 21 percent had tomer buy. two or three locations, and 5 percent had four or more dealership. It’s also subconsciously telling locations. Additionally, 29 percent of these dealers noted When it comes to evaluating the cost- their annual revenues to be between $2 million and $5 customers, don’t buy here. You have two cutting side of the business, you need to million; 31 percent were less than $2 million; 35 percent types of employees: productive and busy. were between $5 million and $20 million; and 7 percent first understand where your costs are were $20 million or greater. When tough economic times Everybody starts getting busy and nobody hit, 33 percent of these dealers focus first on reducing associated and which are the largest. The their inventory. becomes productive because of lack of No. 1 cost in a dealership is people. No. 2 direction and dedication to the work. They is interest. No. 3 is advertising. You can right time to buy from a strong business. will often get busy just looking busy. When tackle all the nickels and dimes, which are Without advertising, you will be less likely to employees know someone should be let important, but if you don’t tackle those move boats, and if sales are dropping and go and the owner does it, then they go three, you’re not going to make progress. you have excess inventory, your problems back to work. They are the toughest, yet Those three make up about 65 percent of are compounding because the interest rates the most important, decisions and should- your total expenses, if you’re managing continue to climb.
Load more

Recommended publications
  • FRANKLIN A. LINDEBURG March 24, 1998
    Transcription of an Oral History Interview with FRANKLIN A. LINDEBURG March 24, 1998 Following is an oral history interview that is being conducted on Tuesday, March 24, 1998, with Franklin A. Lindeburg, who came to the UCR campus as one of its original faculty members. He served as a coach and athletic director and taught several theory and activity courses before retiring in 1988. My name is Jan Erickson. I work in Chancellor Raymond L. Orbach’s office. He is the eighth chief campus officer of the Riverside campus. Erickson: This interview is with Franklin A. Lindeburg, who we will refer to as Lindy, because everyone seems to know him as that. Lindy, would you tell us a little about where you were born and your mother and father? Lindeburg: I was born in San Francisco. Do you want the date? (laughter) Erickson: Well, not necessarily. Lindeburg: I was born in San Francisco. My mother and father were divorced when I was about ten years old so I lived with my mother. I lived in San Francisco my freshman year in high school. Then we moved down the peninsula, and I went to Sequoia High School. Then we moved to Sacramento where we lived in the North Sacramento area, and I went to Grant Union High School. Erickson: What did your father do? Lindeburg: My father was a jeweler in San Francisco, a very prominent jeweler. But the divorce and the Depression upset things a little bit. So things were good for a while, and then they weren’t good for a while.
    [Show full text]
  • Tenth of December
    Fiction October 31, 2011 Issue By George Saunders October 24, 2011 Photograph by Riitta Päiväläinen he pale boy with unfortunate Prince Valiant bangs and cublike mannerisms hulked to the mudroom closet and requisitioned T Dad’s white coat. Then requisitioned the boots he’d spray-painted white. Painting the pellet gun white had been a no. That was a gift from Aunt Chloe. Every time she came over he had to haul it out so she could make a big stink about the woodgrain. Today’s assignation: walk to pond, ascertain beaver dam. Likely he would be detained. By that species that lived amongst the old rock wall. They were small but, upon emerging, assumed certain proportions. And gave chase. This was just their methodology. His aplomb threw them loops. He knew that. And revelled it. He would turn, level the pellet gun, intone: Are you aware of the usage of this human implement? Blam! They were Netherworlders. Or Nethers. They had a strange bond with him. Sometimes for whole days he would just nurse their wounds. Occasionally, for a joke, he would shoot one in the butt as it ed. Who henceforth would limp for the rest of its days. Which could be as long as an additional nine million years. Safe inside the rock wall, the shot one would go, Guys, look at my butt. As a group, all would look at Gzeemon’s butt, exchanging sullen glances of: Gzeemon shall indeed be limping for the next nine million years, poor bloke. Because yes: Nethers tended to talk like that guy in “Mary Poppins.” Which naturally raised some mysteries as to their origin here on Earth.
    [Show full text]
  • When You Reach Me but You Will Get the Job Done
    OceanofPDF.com 2 Table of Contents Things You Keep in a Box Things That Go Missing Things You Hide The Speed Round Things That Kick Things That Get Tangled Things That Stain Mom’s Rules for Life in New York City Things You Wish For Things That Sneak Up on You Things That Bounce Things That Burn The Winner’s Circle Things You Keep Secret Things That Smell Things You Don’t Forget The First Note Things on a Slant White Things The Second Note Things You Push Away Things You Count Messy Things Invisible Things Things You Hold On To Salty Things Things You Pretend Things That Crack Things Left Behind The Third Note Things That Make No Sense The First Proof Things You Give Away Things That Get Stuck Tied-Up Things Things That Turn Pink Things That Fall Apart 3 Christmas Vacation The Second Proof Things in an Elevator Things You Realize Things You Beg For Things That Turn Upside Down Things That Are Sweet The Last Note Difficult Things Things That Heal Things You Protect Things You Line Up The $20,000 Pyramid Magic Thread Things That Open Things That Blow Away Sal and Miranda, Miranda and Sal Parting Gifts Acknowledgments About the Author 4 To Sean, Jack, and Eli, champions of inappropriate laughter, fierce love, and extremely deep questions 5 The most beautiful experience we can have is the mysterious. —Albert Einstein The World, As I See It (1931) 6 Things You Keep in a Box So Mom got the postcard today. It says Congratulations in big curly letters, and at the very top is the address of Studio TV-15 on West 58th Street.
    [Show full text]
  • Markmonitor Anti-Counterfeiting Q&A | Akino Chikada |
    COUNTERFEIT PURCHASES: DELIBERATE OR NOT? KGO interviews MarkMonitor brand protection expert, Akino Chikada to learn about the latest counterfeit trends. Akino Chikada, Sr. Product Marketing Manager, MarkMonitor Akino started her career in public relations and marketing in London and has worked in Europe, Asia and the United States. She has led and served interim roles in global marketing strategies, product marketing, events management, public relations, corporate communications and regional marketing. Akino holds a Bachelor of Arts from the University College of London, a Master of Science from the London School of Economics, and has trilingual fluency in English, Italian and Japanese. 1 Anti-Counterfeiting Q&A | Akino Chikada Q&A Counterfeit goods pervade online marketplaces, but are consumers who purchase these products doing so intentionally, or are they being duped? Michael Finney of Consumer Talk on KGO radio delved into the subject with Akino Chikada, Sr. Product Marketing Manager at MarkMonitor, referencing the recently released 2016 MarkMonitor Online Shopping Barometer. So, you guys released your annual report, which you guys call a barometer. What did you find this year, how are things going? Are people buying counterfeits on purpose or are they 23% being tricked into it? What are you finding? Excellent question. So this year a couple of interesting thoughts, so 23 Customers who percent of the consumers we surveyed, have unwilling or unknowingly have unwillingly or purchased a fake product. So, they purchased a counterfeit product unknowingly purchased online and to our point, yes, 18 percent of the shoppers have intentionally a fake product. bought a counterfeit product.
    [Show full text]
  • Trigger Warning] This Piece Alludes to Topics That Could Be Sensitive for Some Audience Members
    Silence Is By Samantha Hageman [Trigger warning] This piece alludes to topics that could be sensitive for some audience members. If you feel the need to leave at any time, please feel free to do so. Enjoy the show. [Lights] It was my first time away from home. I was scared and excited at the same time. I didn’t really know how to handle myself, what to do. They don’t really teach you that kind of stuff before you get to college. You’re warned “Watch out at parties,” “Cover your drinks,” “Don’t go out alone,”...no one really tells you how to behave, and you’re just looking to have a good time. My roommate, Theresa, wanted to go. She didn’t want to go alone, and I wasn’t about to let her. She wants to get to know as many people as quickly as possible, join everything...I’m not so outgoing. But, I figured if I stuck with her, I’d be alright. We got to the party. It was dark, there was music blasting, alcohol at the bar- I assume the usual college party setting. The guys were weirdly lined up against the wall with their drinks in their hand, only really moving away to grab a girl from the middle of the room to bring her back to the wall and start dancing- no- grinding with her. I wasn’t comfortable with doing that, at least not without a few drinks in me. Theresa must have seen that I was nervous, so she handed me a cup.
    [Show full text]
  • Songs for Waiters: a Lyrical Play in Two Acts
    SONGS FOR WAITERS: A LYRICAL PLAY IN TWO ACTS Thesis Submitted to The College of Arts and Sciences of the UNIVERSITY OF DAYTON In Partial Fulfillment for the Requirements for The Degree of Master of Arts in English By Andrew Eberly Dayton, Ohio May, 2012 SONGS FOR WAITERS: A LYRICAL PLAY IN TWO ACTS Name: Eberly, Andrew M. APPROVED BY: ___________________ Albino Carillo, M.F.A. Faculty Advisor ____________________ John P. McCombe, Ph.D. Faculty Reader ____________________ Andrew Slade, Ph.D. Faculty Reader ii ABSTRACT SONGS FOR WAITERS: A LYRICAL PLAY IN TWO ACTS Name: Eberly, Andrew M. University of Dayton Advisor: Albino Carillo, M.F.A. Through the creative mediums of lyrical poetry, monologues, and traditional dramatic scenes, Songs for Waiters concerns an owner and two employees at an urban bar/restaurant. Through their work, their interactions with the public and each other, and reflecting on their own lives, the three men unpack contemporary debates on work, violence, and sexuality. The use of lyrical poetry introduces the possibility of these portions of the play being put to music in a performance setting, as the play is written to be workshopped and performed live in the future. iii TABLE OF CONTENTS ABSTRACT……………………………………………………………….…………..…iii ACT I…………………………………………………………………………...…………1 ACT II……………………………………………………………………………………35 iv ACT I The play begins with no actors onstage. The set consists of café tables upstage right and left and a bar upstage center. The décor is that of a classic bar with some history. The bar is George’s—known for good food. It’s independent, casual, eclectic, open late, and located on High Street in Columbus, Ohio.
    [Show full text]
  • Interview #11
    United States Institute of Peace Association for Diplomatic Studies and Training Iraq PRT Experience Project INTERVIEW #11 Interviewed by: Marilyn Greene Initial Interview date: March 11, 2008 Copyright 2008 USIP & ADST Executive Summary Interviewee was deputy director of the National Coordination Team, with headquarters in Baghdad. He describes the theoretical structure of the PRT “a military and civilian team, headed by a Foreign Service officer. The deputy of the team would be military.” The concept was practical, he said, but the execution was problematic: “It wasn’t quite as clear cut as you might think it would be.” Military people found civilian team leaders more independent than military people would be … “a lot more autonomous or independent that you expect a subordinate commander would be in the actual military.” Resourcing and staffing were the biggest issues. The NCT did not come with a budget, as laid out in Baghdad 4045. “The concept… worked fine when State Department was paying the bill. When DOD had to pay for the bill, it collapsed. The problem is when you have two organizations that are trying to cooperate on this, and you don’t have everyone with the real buy-in to do it” Huge problem: Individuals being graded by people who were not actually their supervisors. Some people were more suited than others to serve with the PRTs. Peace Corps experience was ideal. Another need is for people willing to work together, to cooperate, toward a mutual goal. Regulations surrounding personal security could be confusing. For example, there was movement security from point A to point B, but what happened after that was sometimes unclear.
    [Show full text]
  • Interview with Christine Sykes [CS]
    Interview with Christine Sykes [CS] Occupation: Fisherman’s wife Port Community: Point Judith, RI Interviewer: Angela Wilson Date: January 5, 2012 Catch Share Oral Histories Project – NOAA Fisheries Logger/Transcriber: Elizabeth Wetterhahn INDEX: [minutes:seconds] Sykes Home, Wakefield, RI Interview [00:00] AW: For the record, this is Angela Wilson, and it is January 5, 2012. And I am at 1974 Ministerial Road. And I’m here with Christine Sykes. I need you to state for the recording that you have read, agreed to, and signed the release form. CS: I have read, agreed to, and signed the release form. AW: Wonderful. To begin, could you start out by stating your name and address, your homeport, vessel name, and how you’re related to a fisherman. If he’s in a sector or not. And sort, of how old you are, if you don’t mind me asking. CS: Alright, my name is Christine Sykes. I’m 60. I live at 1974 Ministerial Road in Wakefield, [Rhode Island]. My husband fishes on the Virginia Marise out of Galilee, RI, and he is in a sector. AW: He is. And what number sector is he in, do you know? CS: No. AW: And you know what’s horrible, I interviewed your husband and I can’t remember either. CS: Oh. AW: But, I’m sure that we’ll look at the transcripts. So, to sort of start out this interview, we sort of just want to get a… sort of an idea of your story, your family’s story. So, for example, where you’re from, how long you’ve been here, your structure of your family, and some of your educational background.
    [Show full text]
  • K Is for Killer
    "K" is for KILLER Sue Grafton (A Kinsey Millhone Mystery) Chapter 1 The statutory definition of homicide is the "unlawful killing of one human being by another." Sometimes the phrase "with malice" is employed, the concept serving to distinguish murder from the numerous other occasions in which people deprive each other of life – wars and executions coming foremost to mind. "Malice" in the law doesn't necessarily convey hatred or even ill will but refers instead to a conscious desire to inflict serious injury or cause death. In the main, criminal homicide is an intimate, personal affair insofar as most homicide victims are killed by close relatives, friends, or acquaintances. Reason enough to keep your distance, if you're asking me. In Santa Teresa, California, approximately eighty-five percent of all criminal homicides are resolved, meaning that the assailant is identified, apprehended, and the question of guilt or innocence is adjudicated by the courts. The victims of unsolved homicides I think of as the unruly dead: persons who reside in a limbo of their own, some state between life and death, restless, dissatisfied, longing for release. It's a fanciful notion for someone not generally given to flights of imagination, but I think of these souls locked in an uneasy relationship with those who have killed them. I've talked to homicide investigators who've been caught up in similar reveries, haunted by certain victims who seem to linger among us, persistent in their desire for vindication. In the hazy zone where wakefulness fades into sleep, in that leaden moment just before the mind sinks below consciousness, I can sometimes hear them murmuring.
    [Show full text]
  • Police Response to Gangs: a Multi-Site Study
    The author(s) shown below used Federal funds provided by the U.S. Department of Justice and prepared the following final report: Document Title: Police Response to Gangs: A Multi-Site Study Author(s): Charles M. Katz; Vincent J. Webb Document No.: 205003 Date Received: April 2004 Award Number: 98-IJ-CX-0078 This report has not been published by the U.S. Department of Justice. To provide better customer service, NCJRS has made this Federally- funded grant final report available electronically in addition to traditional paper copies. Opinions or points of view expressed are those of the author(s) and do not necessarily reflect the official position or policies of the U.S. Department of Justice. Police Response to Gangs: A Multi-Site Study 1 Prepared for the National Institute of Justice by Charles M. Katz Vincent J. Webb Department of Criminal Justice and Criminology December 2003 Phoenix, Arizona 1 This research report was funded by the National Institute of Justice, Grant No. 1998-IJ-CX-0078. The opinions expressed in the report are those of the authors and are not necessarily those of the National Institute of Justice. Table of Contents Abstract ................................................................................................................................ i Research Goals and Objectives ........................................................................................ i Research Design and Methodology.................................................................................. i Research Results and Conclusions..................................................................................ii
    [Show full text]
  • I Thoroughly Enjoyed Every Page.' Friendship And
    ‘One of those books that completely draws you in . I thoroughly enjoyed every page.’ The Overflowing Library ‘A moving road-movie tale about tolerance, friendship and being different.’ WRD ‘A real coming of age book . A great read.’ Sarah’s Book Reviews ‘I’m going to be pressing my copy into the hands of other readers, I want everyone to spend time with Dane and Billy D.’ Juniper’s Jungle ‘I definitely recommend this book.’ Choose YA ‘I loved this touching story of friendship, self-discovery and belonging. Dane, with his tough-guy reputation and Billy D., vulnerable and open, are the beating heart of this story.’ Thoughts from the Hearthfire ‘There are not enough stars to rate this book.’ Teacher Moloney King Praise for Butter ‘Powerful and courageous.’ Booktrust ‘Incredible, poignant and affecting.’ Jake Hope, children’s librarian and Blue Peter Judge ‘Dark and humorous.’ Telegraph ‘There aren’t enough words to describe how amazing this novel is.’ My Heart Hearts Books ‘Am I a bully even if I don’t participate? If I just stand by silent? The most accessible book I’ve read which forces you to consider whether you’re guilty of the same sins you’ll judge other characters for.’ Celia Gray ‘I love it. It reminds me a bit of John Green’s A Fault in Our Stars and R. J. Palacio’s Wonder.’ Victoria Park Bookshop ‘I loved Butter, as much as you can love a book so dark. I cried at least once . The premise was morbid but it was handled in such an honest, raw and sensitive way that I never felt it was being sensationalist just for the sake of it.’
    [Show full text]
  • I Shrugged. “I Never Knew Him. He Was Just Some Guy My Mum Slept with One Night.” “So Your Gran's Been Looking After
    I shrugged. “I never knew him. He was just some guy my mum slept with one night.” “So your gran’s been looking after you since you were a baby?” “Yeah, my mum had to go back to work straight after she had me, so Gram was looking after me most of the time any- way. After Mum died, Gram just carried on bringing me up.” Dr. Kirby smiled. “You call her Gram?” “Yeah,” I said, slightly embarrassed. “I don’t know why . it’s just what I call her. Always have.” He nodded again. “She’s a very determined and resolute woman.” “I know.” “She hasn’t left your side for the last seventeen days. She’s been here day and night, talking to you, watching you . encouraging you to wake up.” I just nodded my head. I was afraid that if I said anything, I might start crying. Dr. Kirby smiled. “She must mean a lot to you.” “She means everything to me.” He smiled again, stood up, and put his hand on my shoul- der. “Right then, Tom . well, I’ve given your gran a direct phone number in case you need to contact us urgently when you’re at home. So, as I said, any problems, just tell your gran or call us yourself. Have you got a mobile phone?” I tapped the side of my head. He grinned. “Yeah,” I told him. “I’ve got a mobile phone.” 1 4 iBoy_3P.indd 14 7/20/11 12:12 PM Later on, in the hospital toilets, I took a good long look at myself in the mirror for the first time.
    [Show full text]