Business View Magazine - September 2015

132 Business View - September 2015 Business View - September 2015 133 says Carmichael. “Our record of problem resolution is testament to that. We will side, every time, with cus- tomer satisfaction — even over fairness.” At Summit, this positive, can-do philosophy has been boiled down to two words that, more than any others, define the company’s customer-centric culture: “yes” and “easy.” “We believe in the power of ‘yes,’” Carmi- chael explains. “If we can’t say yes to something a cus- tomer wants, we’ll work with them to offer alternatives. We’ll never say ‘no.’” “Easy,” then, describes what cus- tomers can expect when they buy a car from Summit: easygoing sales associates, a smooth and hassle-free shopping experience, and no hard sells. But this approach of empowering customers through an easy car-buying experience isn’t the only secret to Summit’s success. The company strives to empower its employees in a similar way, giving them a degree of autonomy that Carmichael repeatedly sees inspire increased ambition and productivity. “We’ve worked to create a culture with values that our employees want to be a part of, because they see it’s the right way to do business,” he says. “People often say that, but they betray it in their management style and end up with employees who are resentful and lack passion. We want to be the opposite of that.” One sign that Summit has, in fact, been the opposite of that is the 90% retention rate they’ve enjoyed fol- lowing acquisitions in new markets — an impressive statistic given how disruptive the transition can be for employees. “When we acquire a new dealership, we’re on the ground, telling employees what to expect and trying to provide the same level of transparency we deliver to customers,” says Carmichael. “That way, they know where we stand, as a company, on certain things. They understand that we’re committed to both automotive automotive