Dealer: Rick Hendrick

Dealership group: Hendrick Automotive Group

Full-time employees: 76

General Manager Steve Strickland on lessons from the pandemic about being a better employer:
“As the leader, I showed more empathy and patience toward my employees as they navigated their personal and professional lives through this unprecedented event. I encouraged my department managers to exhibit ‘servant leadership,’ which is one of the most important core values in our company. I coached all of my staff to maintain a normal mindset while at work while taking the necessary precautions to keep themselves and their families safe.”

Strickland on evolving compensation structure in the COVID era:
“During COVID-19, we guaranteed 80 percent of January and February pay for three months. Since these were record-breaking months, 94 percent of our employees are above their annual income versus last year. In addition, we did not lay off or furlough a single teammate. Also, during this time, Hendrick Lexus Charleston refrained from any employee being ineligible for cash bonuses or spiffs.”

Guest Services Manager Heather Ebernickle on changing hiring and training because of the pandemic:
“We take pride in our hiring because we have been fortunate to hire and add teammates to each department. Training classes held on-site were reduced to smaller groups hosted in larger rooms, or associates attended virtually from their home, office, laptop or cellphone.”

Strickland on how the accelerated shift to digital retail changed staffing strategy:
“I needed to play my best players and sharpen everyone’s skills, so we brought our Internet Department back inside the dealership. We designated a manager and four salespeople to focus on handling all Internet leads, which included more virtual walk-arounds, off-site test drives and home deliveries. From March 1 to Oct. 19, we have doubled our Internet sales to 378, whereas at the same time last year it was 184. Our sales managers handle 99 percent of all inbound phone calls in order to expedite a purchase, lessen consumer anxiety and streamline the process for our salespeople.”

Strickland on making work schedules more balanced or flexible:
“We initiated staggered shift schedules during peak times of the COVID-19 outbreak to decrease the amount of contact between customers and employees in a manner that would allow both teammates and guests to feel comfortable.”