Manny is the owner and general manager of a small car dealership with 10 employees, similar to many small businesses that install, maintain and pump septic systems. On numerous occasions, Manny boasted that his company operates like a close-knit family. He is proud of the way everyone pulls together to serve the customer. However, for the past two years, sales have declined and Manny became determined to change the trend. At weekly team meetings, he made a concerted effort to get ideas on expanding the company’s customer base. To his surprise, no one offered suggestions.At a loss as to why
