1. “Our Story”

2. 1. Employees feeling opinions don’t count 2. Recognition 3. Cooperation between departments

3. 1. Managers meet with employees -Simple & quick -5 minute “huddles” 2. Monthly PIT lunch meeting -One member from every department -Discuss “what can we do to get better?” 3. Manufacturer and sales updates/CSI results 4. Minutes from meeting are distributed

4. 1. Monthly lunch barbeque 2. “Employee of the Quarter” -Gift card for $100 3. Service above and beyond -Gift card for $50 -With a letter or email from customer

6. 1. Issues with Lincoln My Touch system -Difficult for sales people and service -Hired dedicated My Touch specialist

7. 2. Parts department wanted copy of RO to print -Have ready when tech comes to counter -ADP was contacted to reprogram system

8. 3. Difficult to get status updates in service dept. -Nextel phones were recommended

9. 4. Service noted car wash would speed up process -Getting quotes on car wash system -In interim, detailers put on more staff 5. Purchase orders not accepted at some retailers for parts department -Prepaid credit card with controls

10. 1. Closings of Hollywood & Miami -Feelings of apprehension -PIT meeting held to alleviate fears -”We are here for the long run” 2. President’s Award luncheon -Heard Shawn McDermott speak -Topped by Mr. Holman’s closing remarks -Definition of “best in class”

11. “Our Story”