The Five Secret Steps To Building Resilience
My sister recently sent me the obituary Dr. George Diaz, our next-door neighbor from our childhood in Florida. Dr. Diaz was our dentist and it always seemed as if he was always there at the right moments I needed him in my life. He was available to perform emergency surgery on my sixth birthday when my dad’s attempt to pull my loose tooth with a string tied to a door handle went very awry. He was at the ready when I chipped my tooth playing football with my brother. He was available when I knocked out my two front teeth after I flipped over my bicycle handlebars delivering papers. “Do you still have the teeth,” he asked. I did—and he put them back.
Dr. Diaz was a good soul and thinking about him got me thinking about resilience. He saw some of my earliest body blows, and maybe because of him I knew that you had to pick yourself up (and pick the teeth up), get fixed up, and move on to the next adventure.
In work and in life, we all face a fair share of knocks, reports Forbes. But it’s not that you have them or the magnitude of them, but how you deal with them and what you learn from them that is important. I’ve found that what derails one person can barely put a dent in another.
When you are hit with something painful it hurts. First, embrace how it feels. Acknowledge it. Even understand that it will—ultimately make you stronger. I always think about the biblical verse from James I first read a long time ago: “When troubles of any kind come your way, consider it an opportunity for great joy. For you know that when your faith is tested, your endurance has a chance to grow.”
Go through the healing. Do what you have to do to fix it—whether it’s seeing the dentist for some knocked out teeth, speaking with someone about your loss, or taking the time you need to recover from this injury.
Don’t become callous. Some people can deal with anything and lose their soul after experiencing losses. They become hard, or they become selfish. Take the learnings from the body blows with sensitivity and care. Gain wisdom and understanding, not an edge.
Understand this blow cannot keep you from going back. How quickly you can recover is important. You must get into the ring again—you cannot be afraid to be put at risk again. Bad things happen but if you let them derail you they win.
Rebuild your muscles. And, increase your flexibility to handle things differently next time.
Resilience is not just about intestinal fortitude and grit. Resilience also encapsulates potential. Every time you get close to your potential it grows. Everyone—and especially leaders and top executives—needs to possess that kind of resilience. Without it, you stay in the safe zone. That’s not where excellence happens. It’s where average and mediocre happens. Never stop teaching yourself how to handle more and get good at picking yourself up. This is what leadership and growth is all about.
More Training

Turning Regulatory Pressure Into Profitable Performance
A compliance-first F&I Strategy for today's auto dealer is essential given recent enforcement actions on the state and federal level. Here’s how to help your dealer-clients establish it.
Read More →
Major Shifts in F&I Training
General agents must help F&I managers rise to the occasion of the modern consumer, who has very different expectations in order to relax into trust.
Read More →
Be a Compliance Hero
Agents can steer their dealer clients toward proper advertising practices, including regular audits, to help keep them on the straight and narrow in a period of elevated regulation.
Read More →
Leasing Is Picking Up. What About Disclosures?
Agents and dealers must ensure proper documentation of lease costs and funding and end the practice of wedging lease orders into buyer’s orders — or ignoring them.
Read More →
Manage Change, or It Will Manage You
Two retail tales from the pandemic paint a stark contrast in the wise approach and the defensive move that will undercut success rather than build on it.
Read More →
Train the Mind, Grow the Department
Agents who want to create real value must do more than bring coverage options. They must help dealers build stronger thinking, better habits and better results.
Read More →
Headlines Can Be Deceiving
Warning letters the FTC sent to dealers suspected of deceptive pricing have retailers and the agents who counsel them on edge. Read past the headlines to get and stay compliant.
Read More →
Service Drive Satisfaction Up
Auto dealerships have a ways to go, though, on many basic points, along with some new consumer expectations that would boost their competitiveness if fulfilled.
Read More →
Agents Bring the Message and the Focus
The most predictable profit in today's unpredictable automotive retail market is a dealership’s finance-and-insurance department.
Read More →
Policy Responses to Data Breaches
The recent 700Credit cyberattack is a wake-up call for agents and dealers. Review disclosures and tighten vendor oversight to maintain compliance and preserve customer trust.
Read More →