Behind the transformation of a Las Vegas dealership

March 11, 2013 - 12:01 am ET
When Jamaal McCoy took over as GM of a Findlay Automotive Group dealership in Las Vegas two years ago, he found a bickering staff that had produced a laggard in customer satisfaction. But that was then. Since then, store goals have been shared with all workers, departments have been pushed to understand one another, and staff members have visited non-auto retailers worth emulating. Among the results: Rising sales and happier customers. The store's transformation is reinforced daily by the “5 and 10 rule,” rewards for above-and-beyond effort and other practices symbolized by a small strand of rope worn by each employee.

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