2005 Multi-Store Dealership of the Year Jamestown Implement Co. Jamestown, N.D

摘要

A mindset that costs came before customers at Jamestown Implement was so deep seated that it took General Manager Roger Nelson months until his managers and other staffers finally stopped asking "Do you know how much that's going to cost?" Each time he would tell them to go ahead and resolve a customer issue, the immediate response was "Do you know what that's going to cost?" Nelson was brought aboard in 2001 to turn around the Jamestown store. He knew almost immediately that he had a talented groupof people to work with, but the focus on the bottom line was so ingrained that it was difficult for them to look at customers in any other way. If he has any knowledge of the previous ownership he doesn't let on, except to say that "Maybe they were trying to 'save' their way to profitability.