Infiniti store gets new life with hybrid employees

May 9, 2013 - 12:01 am ET
Jeff Lupient began overhauling his family's automotive group when he took over as interim general manager at a money-losing Infiniti store near Minneapolis in 2007. To trim costs, Lupient started running the 'bloated' dealership like a boutique. He cross-trained employees, and set an example by handling many jobs himself – including F & I and used-car duties. Lupient personally visited the competition to rebuild his oil-change business, which has helped boost service retention. Lupient also collaborated with NADA to build an internal '20 Group' to drive his chain's profitability. But as you'll hear, Lupient, who at age 34 is now the company's CEO, won't be adding the title of marketing chief to his business card anytime soon.
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