Page 185 - How America's Best Places to Work Inspire Extra Effort in Extraordinary Times

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and intensely focused on the customer experience. That’s where our
culture starts. It is our stated policy to treat every visitor as an hon-
ored guest in our home, every day, every time, without exception.
Employees are challenged constantly to create a better experience for
the customer. There are signs all over that say “10-foot rule,” which
means if a customer comes within 10 feet, they need to stop and take
care of them.
Making the customer happy is a whole lot easier when there are
great people working to make it happen. When making decisions,
we keep three questions in mind: Is it good for employees? Is it good
for customers? And is it good for the company? If it doesn’t benefit
all three, it won’t be a long-term deal. Our most precious asset is our
people. We feel pretty fortunate to be in the position we’re in. We have
the best people in the business.

As one Nalley employee noted in the Best-Places-to-Work survey,
“I believe this company to be on the right track for future success. Its values
and commitment to each employee are the reasons I love this company.”
To get another perspective, we interviewed Jamey Lathem,
team leader and technician at Nalley’s Lexus dealership in Roswell,
Georgia.

Q: When you first came to work at Nalley five years ago, what
did you notice that was different than the other auto service
centers where you had worked?
Lathem: I immediately saw that technicians and all employees carried
themselves in a certain way that seemed more professional. I noticed
that everyone on the team felt pride in doing things the right way. It
was a well-oiled machine with the focus being on taking care of the
customer, not just putting money in our pocket.

Q: What kinds of things do you do, for example, to take care of
customers?
Lathem: We go above and beyond. For example, a customer brought in
his car because he was hearing a noise, and we listened and couldn’t