Know your customers

At Jaguar Land Rover North Scottsdale, Arizona, customer-facing employees are treated to an upscale steakhouse lunch, followed by tea at the local Ritz-Carlton, as part of their training. The point, says General Manager Bobby Perich, is to have his employees "experience what our customers are used to. … (Customers) need to get the same, if not a better, level of service when they come to the store."