There is an old adage that still rings true: Do everything you can to make the best possible first impression.
An excellent first impression can go a long way to reinforce positive feelings. In turn, a bad impression can have a lasting negative effect and be near-impossible to change.
I thought about that when conducting interviews for my story about Chris Walsh, president of dealership management system giant Reynolds and Reynolds since January 2022.
Walsh and CEO Tommy Barras are redoubling efforts to attract new dealership customers and keep the old ones, and there is a continued push at the company to simplify its DMS contracts and improve relationships.
These are all attempts to create positive impressions, but they come after a time where Reynolds built up some negative ones.
Under the previous CEO — the controversial Bob Brockman — dealers saw Reynolds as inflexible, and its market share was at risk. Brockman died at 81 in August, bu…