Fixed Ops Magazine 2025 Vol 22-1 - 56
COMPANY CULTURE BY SHON KINGREY
BRINGING
BACK
THE WORD:
CULTURE
The Evolution and Roadmap into 2025 is not ROI, it is CSI
I
t has always been said that if one thing is consistent
in the car business, it is change. Today, there needs
to be another word phrase added to that - CSI. We
have all known, growing up through the business, that
CSI is defined as The Customer Satisfaction Index. Just
like the term 'bumper to bumper' needed to be removed
from our vocabulary, so do those three words. Going
forward, it very simply needs to be known as: 'Customer
Supplied Income.' Every employee in the store needs to
know this revised meaning and definition.
WHERE DO WE START?
It starts with the hiring process. The new hire may be
a 25-a-month car guy or a $1,000,000 service writer.
If they do not have the internal culture that our store
needs, they are just not the fit we are looking for. Do any
of the following situations sound familiar?
A New Hire Who Needs to Change Up Front
We have grown to think that we should hire this person
with the belief that they will be different or that we can
56
change them. No matter what their past may say or how
many dealerships they may have gone through, we hold
on to our unlikely belief.
A Retread with Known Destructive Ways
Another false start is when we bring back a 'retread'
(rehire) thinking that they have changed their known
destructive ways of the past. It has not worked for the
past 150 years and will not work now.
It Starts with the Hiring Process
Don't lose sight of that answer. This starts with all of us
taking ownership of the fact that it starts with the hiring
process.
DO WE LOSE FOCUS ON HOSPITALITY?
When was the last time that we walked the service drive
at 7:00 am? When was the last time we helped on an
active delivery in the service drive at 5:30? (Do we even
have that process in place to know what one is)?
Fixed Ops Magazine 2025 Vol 22-1
Table of Contents for the Digital Edition of Fixed Ops Magazine 2025 Vol 22-1
Fixed Ops Magazine 2025 Vol 22-1 - 1
Fixed Ops Magazine 2025 Vol 22-1 - 2
Fixed Ops Magazine 2025 Vol 22-1 - 3
Fixed Ops Magazine 2025 Vol 22-1 - 4
Fixed Ops Magazine 2025 Vol 22-1 - 5
Fixed Ops Magazine 2025 Vol 22-1 - 6
Fixed Ops Magazine 2025 Vol 22-1 - 7
Fixed Ops Magazine 2025 Vol 22-1 - 8
Fixed Ops Magazine 2025 Vol 22-1 - 9
Fixed Ops Magazine 2025 Vol 22-1 - 10
Fixed Ops Magazine 2025 Vol 22-1 - 11
Fixed Ops Magazine 2025 Vol 22-1 - 12
Fixed Ops Magazine 2025 Vol 22-1 - 13
Fixed Ops Magazine 2025 Vol 22-1 - 14
Fixed Ops Magazine 2025 Vol 22-1 - 15
Fixed Ops Magazine 2025 Vol 22-1 - 16
Fixed Ops Magazine 2025 Vol 22-1 - 17
Fixed Ops Magazine 2025 Vol 22-1 - 18
Fixed Ops Magazine 2025 Vol 22-1 - 19
Fixed Ops Magazine 2025 Vol 22-1 - 20
Fixed Ops Magazine 2025 Vol 22-1 - 21
Fixed Ops Magazine 2025 Vol 22-1 - 22
Fixed Ops Magazine 2025 Vol 22-1 - 23
Fixed Ops Magazine 2025 Vol 22-1 - 24
Fixed Ops Magazine 2025 Vol 22-1 - 25
Fixed Ops Magazine 2025 Vol 22-1 - 26
Fixed Ops Magazine 2025 Vol 22-1 - 27
Fixed Ops Magazine 2025 Vol 22-1 - 28
Fixed Ops Magazine 2025 Vol 22-1 - 29
Fixed Ops Magazine 2025 Vol 22-1 - 30
Fixed Ops Magazine 2025 Vol 22-1 - 31
Fixed Ops Magazine 2025 Vol 22-1 - 32
Fixed Ops Magazine 2025 Vol 22-1 - 33
Fixed Ops Magazine 2025 Vol 22-1 - 34
Fixed Ops Magazine 2025 Vol 22-1 - 35
Fixed Ops Magazine 2025 Vol 22-1 - 36
Fixed Ops Magazine 2025 Vol 22-1 - 37
Fixed Ops Magazine 2025 Vol 22-1 - 38
Fixed Ops Magazine 2025 Vol 22-1 - 39
Fixed Ops Magazine 2025 Vol 22-1 - 40
Fixed Ops Magazine 2025 Vol 22-1 - 41
Fixed Ops Magazine 2025 Vol 22-1 - 42
Fixed Ops Magazine 2025 Vol 22-1 - 43
Fixed Ops Magazine 2025 Vol 22-1 - 44
Fixed Ops Magazine 2025 Vol 22-1 - 45
Fixed Ops Magazine 2025 Vol 22-1 - 46
Fixed Ops Magazine 2025 Vol 22-1 - 47
Fixed Ops Magazine 2025 Vol 22-1 - 48
Fixed Ops Magazine 2025 Vol 22-1 - 49
Fixed Ops Magazine 2025 Vol 22-1 - 50
Fixed Ops Magazine 2025 Vol 22-1 - 51
Fixed Ops Magazine 2025 Vol 22-1 - 52
Fixed Ops Magazine 2025 Vol 22-1 - 53
Fixed Ops Magazine 2025 Vol 22-1 - 54
Fixed Ops Magazine 2025 Vol 22-1 - 55
Fixed Ops Magazine 2025 Vol 22-1 - 56
Fixed Ops Magazine 2025 Vol 22-1 - 57
Fixed Ops Magazine 2025 Vol 22-1 - 58
Fixed Ops Magazine 2025 Vol 22-1 - 59
Fixed Ops Magazine 2025 Vol 22-1 - 60
Fixed Ops Magazine 2025 Vol 22-1 - 61
Fixed Ops Magazine 2025 Vol 22-1 - 62
Fixed Ops Magazine 2025 Vol 22-1 - 63
Fixed Ops Magazine 2025 Vol 22-1 - 64
Fixed Ops Magazine 2025 Vol 22-1 - 65
Fixed Ops Magazine 2025 Vol 22-1 - 66
Fixed Ops Magazine 2025 Vol 22-1 - 67
Fixed Ops Magazine 2025 Vol 22-1 - 68
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