The case examines the position of Carol Sullivan Diaz, who has inherited her father's Ford dealership business after his death. While car sales are disappointing, revenues from vehicle servicing are also below average for a dealership of its size. Carol must decide whether to sell the business, which may only fetch a lower value than if profits were improved, or try to turn the business around herself by addressing issues with the servicing operations. Customer service and scheduling convenience require improvement to boost customer satisfaction and loyalty with vehicle maintenance.