Word: flowing
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Listening to Don Flow, 39, who owns nine import, Saturn and GM dealerships, mainly in the Southeast, raises the same question. "The old game," he says, "was let the buyers beware, crush 'em if you can, make as much as you could off everybody. Better to make a kill now than a friend for life. We basically also made our customers turn into s.o.b.s. If a really nice person walked in, they were a lay-down in front of us. The industry had a lot of fun with those techniques...
...game? Had fun? That's what car dealers like Gill and Flow are saying these days, and the valedictory chorus is swelling. Of the 178,000 people who peddle new automobiles in the U.S., most form the brash bottom line between the products of Detroit's Big Three and potential customers. A growing number among these vendors of domestic wares are claiming to have found a kinder, more humane way to do their job. This new breed speaks, often in near evangelical terms, of basic values and touchy-feely sympathies that have traditionally been anathema in the cutthroat race...
...customer-satisfaction index. General Motors has initiated a ground-breaking project in California for the training -- or retraining -- of its sales force; the company also gathers some of its most important dealers for round-table discussions and pep talks, usually led by one of their own who, like Don Flow, has seen the light...
...Haiti guesses that if an invasion is ordered -- and it has not been yet -- it will occur during the first two weeks in August. Vague hints about the end of July had been dropped by some Administration officials, but they were based partly on a fear that the flow of refugees would become intolerable by then. In fact, it eased a bit last week -- on Wednesday the U.S. Coast Guard picked up only 178, the lowest number since June 20, though that might have been because of rough seas. There are even the beginnings of a backflow: some escapees...
...would build an "airlift hub" in neighboring Uganda for the 24-hour-a-day shipment of supplies to the region. He also called on the United Nations to send "a full contingent" of peacekeepers to provide security for civilians who want to return to their homeland. "The flow of refugees across Rwanda's borders has now created what could be the world's worst humanitarian crisis in a generation," Clinton told reporters...