DONNA HARRIS

This organization is definitely right side up

Donna Harris covers retail issues for Automotive News
At first glance, the organizational chart for Carlos Ledezma's two Kansas City Chevy stores looks upside down.

First of all, the CEO is at the very bottom, not the top.

Employees are in the middle, as you might expect. But the high-level managers appear low on the diagram. Service advisers and others who interface most with customers are high on the chart.

Who's on top? The customer.

"The most important person in our world is the customer," Ledezma explains. "The second most important is the employee."

His repeat business is high and his employee turnover is low. His net profit is well above the National Automobile Dealers Association's average.

Looks like Ledezma knows who's boss.

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