The complaint that the motor retail industry is failing to attract enough people with the right attitude is a regular feature of the many meetings AM holds with dealer group heads. So it's particularly inspiring to learn from Picador chief executive Graham Jacobs (p48) just how he understands and motivates the talented and loyal staff in his family-owned group. He is leading by example, with a smile, a professional yet warm and friendly approach to business, and his employees know that similar is expected from them. Picador's high performance within the Vauxhall network shows this culture brings dividends. It is a real example of the local hero at work in motor retail.
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