CHAPTER 3

The Benefits Engaged Employees Deliver

For some industries and organizations, it seems that there is no way to get people to become engaged; backstabbing, terrible customer service, and high turnover are the norms as team members are endlessly chewed up and spit out.

This is predominantly the case for car dealerships, as their notorious stigma of manipulating buyers, stealing customers from colleagues, and reaching sales quotas or “else” provides no rest for the weary and turns every client relationship into a competition. Loyalty is gone, friendships are nowhere to be found, and poison runs throughout every part of the company.

In spite of these issues, Galpin Motors, located in Los Angeles, California, has been able to beat the odds. ...

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