Change that is intentional and carefully managed over time is essential for the long term survival of a business. Katie Hopkins is the third generation President & CEO of her family’s business, Truck Centers, Inc. (TCI), and she has experienced this reality first hand. After many years of slow and steady growth, TCI entered into a partnership with their primary supplier, Daimler Trucks, and they have seen growth increase a great deal in the last decade. This rapid growth has required an increased focus on change as well.

In this Tugboat Institute® talk, Katie shares how TCI drove change, in their own business and across the Daimler group, by doubling down on their commitment to Change Management. The initial objective was to make the customer experience more standard across all Daimler locations, but the results reached far beyond this goal. In addition to serving as an example to the other dealerships in the group, above all else, Katie and her team have leaned into Change Management and Continuous Improvement as an effective and highly Evergreen® path to Paced Growth.