Brilliant Miller, LHM, Executive Director of Culture, said: “When I think about Dean, I think about all the times I forwarded him a customer complaint I received from someone who was so frustrated with an experience they’d had at one of our dealerships that they went online and found my email address — along with every other family member and LHM executive they could find — and sent a mass email. I always trusted that Dean would handle those issues promptly, professionally and thoughtfully — and though I didn’t often hear what the resolution to most of those issues was, I would sometimes hear that, in fact, they had been addressed and resolved fairly and quickly. I also think about how many leaders Dean cultivated — how many men and women who worked directly with him went on to be General Managers of dealerships or to hold other important leadership positions in the group. To me, that is the hallmark of a great leader … not just someone who consistently ensures that his organization delivers great results, but someone who inspires and develops people to grow personally and professionally. That’s what Dean did. I also think about how he’d patiently explain to our board members how the auto industry works, where it has been, 8
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