Every year since 2000 we have won the President’s Award. Right now we are fighting for our lives to win it again. While our sales targets have been met our voice of customer service scores have dropped off to dangerous levels.

Now you might say why worry. It’s only an award. Well it goes much deeper than that. These scores are a reflection on how we are handling our customers. While renovations have presented

challenges, not washing a car, not calling back, or appearing apathetic is our own fault.

I am not trying to say that we are all doing a bad job. Everyday we get thank you cards or notes for our good work. But clearly the standard we have achieved in the past has slipped and the competition has gotten even tougher.

With a little over 2 months left we still have time to finish strong. Look deep within yourself to see where you can go the extra mile.

“A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.’

Mahatma Gandhi

BROWN BROS FORD LINCOLN

OVERDRIVE

UPCOMING

EVENTS

• Diwali October 26th

• Remembrance Day Friday, November 11th

• Christmas Party Saturday, December 19th

• Hanukkah December 20th—28th

INSIDE THIS ISSUE:

B IRTHDAYS 2

REFERRAL 2

ANNIVERSARIES 3

JOKES 4

OCTOBER 2011

TOP SALESMEN OF THE MONTH

#1 #2 #3

3

Robert Reilly Sam Shurbaji Chris De Wilde

TIME TO GET SERIOUS.

PAGE 2

Stefano Cella October 21st Service

Marco Alvarado October 22nd Service

HAPPY BIRTHDAY

Pat Bultitude October 26th Parts Manager

Ben Applin October 28th Financial Services

Bill Nicol October 19th Parts

Just a reminder that we pay for good leads. The company will pay any staff member that refers a customer who purchases the sum of $200. The referral must be noted by the sales manager before the completion of the deal. The $200 amount applies to both new and used vehicles.

As in the past the $200 referral will only apply to those customers who are paying re-tail prices., not staff prices.

If you have any questions please don’t hesitate to contact one of the sales managers.

Referral information

DEPARTMENT CLOSURES FOR THE HOLIDAYS

Service, Parts and Admin: Closed Friday, December 23rd, Monday December 26th and Monday January 2nd.

Sales Closed Saturday, December 24th, Monday, December26th and Monday January 2nd.

Johnathan Xiang October 30th Sales

Work anniversaries

PAGE 3

John Moss 37 years Service

Sonny Dhanda 23 years Service

Albert Benoit 19 years Service

George Ng 5 years Service

Ben Bueckert 2 years Service

Bill Nicol 4 years Parts

Jot Suman 11 years Sales

Kim Giesbrecht 1 year Sales

Ryan Soriano 1 year Lot Control

Two new versions of the Ford C-MAX l debuted at the 2011 North American International Auto Shows The C-MAX Energi is a plug-in hybrid electric version of the new multi-activity vehicle, and C-MAX Hybrid is a full hybrid variant. Both will be offered in North America in 2012.

C-MAX Energi is predicted to achieve more than 500 miles of driving range using the battery and engine; more than any other plug-in or extended-range vehicle. C-MAX Hybrid is expected to deliver better miles-per-gallon than the 2011 Ford Fusion Hybrid which is the most fuel-efficient

sedan in America. It will operate in fuel-saving electric mode beyond 47 mph.

Both of these versions will leverage the Ford global C-car platform, powersplit hybrid architecture, next-generation driver information features and advanced, lighter and smaller lithium-ion (Li-ion) battery systems. This expanded range of Ford C-MAX line gives consumers more choice, versatility and style for high-mileage family-friendly vehicles. They will be built at the Ford Michigan Assembly Plant in Wayne, Mich.

Targeted to achieve Advanced

Technology Partial Zero Emissions Vehicle (AT-PZEV) status, C-MAX Energi provides maximum fuel efficiency by pairing a high-voltage lithium-ion battery and electric traction motor with a high-efficiency Atkinson-cycle gasoline engine. This allows it to run in electric mode before using the gasoline engine.

The C-MAX

TIME TO HAVE A CHUCKLE REALLY?

At a recent computer expo Bill Gates reportedly compared the computer industry with the auto industry and stated, 'If Ford had kept up with technology like the computer industry has, we would all be driving $25 cars that got 1,000 miles to the gallon.' In response to Bill's comments, Ford issued a press release stating: “If Ford had developed technology like Microsoft, we would all be driving cars with the following characteristics ;

1. For no reason whatsoever, your car would crash.........Twice a day. 2.. Every time they repainted the lines in the road, you would have to buy a new car. 3... Occasionally your car would die on the freeway for no reason. You would have to pull to the side of the road, close all of the windows, shut off the car, restart it, and reopen the windows before you could continue. For some reason you would simply accept this. 4. Occasionally, executing a maneuver such as a left turn would cause your car to shut down and refuse to restart, in which case you would have to reinstall the engine. 5. The airbag system would ask 'Are you sure?' before deploying. 8. Occasionally, for no reason whatsoever, your car would lock you out and refuse to let you in until you simultaneously lifted the door handle, turned the key and grabbed hold of the radio antenna.

SATAN…...

People were in their pews talking at church. Suddenly, Satan appeared at the front of the church. Everyone started screaming and running for the front entrance, trampling each other in a frantic effort to get away from evil incarnate. Soon everyone had exited the church except for one elderly gentleman who sat calmly in his pew without moving, seeming oblivious to the fact that God's ultimate enemy was in his presence.

So Satan walked up to the old man and

said, 'Don't you know who I am?.... The man replied, 'Yep, sure do…. 'Aren't you afraid of me?' Satan asked.. Nope, sure ain't.' said the man…… 'Don't you realize I can kill with a word? asked Satan……'Don't doubt it for a minute, returned the old man, in an even tone…”Did you know that I could cause you profound , horrifying, agony for all eternity?' persisted Satan…Yep,' was the calm reply… More than a little perturbed, Satan asked, 'Well, why aren't you afraid of me?....The old man calmly replied, 'Been married to your sister for 44 yrs.

60 Minutes Correspondent Andy Rooney on women over fifty

“As I grow in age, I value women over 50 most of all. Here are just a few reasons why: A woman over 50 will never wake you in the middle of the night and ask, 'What are you thinking?' She doesn't care what you think. If a woman over 50 doesn't want to watch the game, she doesn't sit around whining about it. She goes and does something, she wants to do, and it's usually more interesting. Women over 50 are dignified. They seldom have a screaming match with you at the opera or in the middle of an expensive restaurant. Of course, if you deserve it, they won't hesitate to shoot you, if they think they can get away with it. Older women are generous with praise, often undeserved. They

know what it's like to be unappreci-ated. Women get psychic as they age. You never have to confess your sins to a woman over 50. Older women are forthright and honest.. They'll tell you right off if you are a jerk or if you are acting like one. You don't ever have to wonder where you stand with her. Yes, we praise women over 50 for a multitude of reasons. Unfortunately, it's not reciprocal. For every stun-ning, smart, well-coiffed, hot woman over 50, there is a bald, paunchy relic in yellow pants making a fool of himself with some 22-year old waitress. Ladies, I apologize. For all those men who say, 'Why buy the cow when you can get the milk for free?’ Here's an update for you. Nowadays 80% of women are against marriage. Why? Because women realize it's not worth buy-ing an entire pig just to get a little sausage!”