Excellence Is A Choice

That little upside-down navy blue fella' is Sherman #1. He was nine days old when he was laid to rest. We're happily on Sherman #3. Thank you, Benton Nissan and crew!

Years ago, we bought a Nissan Pathfinder from Benton Nissan in Oxford, Alabama.

Less than a week later, another driver came over a hill at well over twice the posted speed limit and struck us. The impact rolled our brand-new Pathfinder and pushed it down the road. Thankfully, we walked away with little more than bruises and a good scare.

The next morning, my phone rang.

It was the dealership.

The manager, sales manager, finance manager, and the salesman (thank you, Terry Gowens!!) who had sold us the vehicle were all on the call. They weren’t calling about paperwork or insurance.

They were calling to ask if we were okay.

As we thanked them for their concern and prepared to hang up, they stopped us.

“Come by today. We’ll put you in a rental car at no charge for as long as you need it.”

We hadn’t asked. They offered.

Over the next few days, they helped us navigate the insurance process, resolved the loan on the totaled vehicle without leaving us with additional out-of-pocket debt, and helped us into another, upgraded Pathfinder.

That happened years ago.

We’re still buying vehicles from them.

Not because they’re the only dealership that sells Nissans.

But because they’ve repeatedly demonstrated something far more valuable than a product: character.

Since then, we’ve purchased several Pathfinders from Benton Nissan. And we’ve recommended them to more people than I could ever count.

Whenever someone asks me where to buy a vehicle, I don’t hesitate. Only one name comes to mind.

This isn’t because of one extraordinary experience.

But because of years of consistently extraordinary conduct.

That’s what excellence really is.

It isn’t one remarkable act.

It’s a thousand ordinary choices made so consistently that they become the culture.

Products can be copied.

Prices can be matched.

Culture can’t.

Leadership is the repeated practice of behaviors that create trust over time. That’s true for organizations, marriages, teams, friendships, churches, and businesses alike. It’s a principle, not just a story.

And when a company consistently demonstrates competence, integrity, and genuine care for people, customers stop shopping around and start trusting.

That’s how loyalty is built.

#transformationship