Crossroads at a turning point

摘要

Three years ago, the workshops run by one of the biggest privately-owned Volvo truck dealer groups in the UK rnwere attracting attention for all the wrong reasons in customer-satisfaction surveys. Yet last year the same dealer came out on top in a Volvo award scheme. What has been going on? David Wilcox went to Batley to find out.rnIt is three years since Martin Cronin chose to forsake the comfort of the sales director's chair at the Warwick head office of Volvo Truck and Bus UK to stand up to the more uncertain challenge of running, as managing director, Crossroads Truck and Bus of Batley, West Yorkshire, one of the biggest privately-owned Volvo dealer groups in the UK. A few months later, in August 2005, he upped the ante still further by leading a four-man Crossroads management buy-out team.