Whats the secret in becoming the biggest Mazda dealer in the world?
Leclerc: Transparency and quickness. Transparency means the customers can see their car, they can see what we are doing on their car and they know exactly what’s going to happen on their car. And there is no waiting at all. That’s on the service side of things. The customers drive inside the building in their car. We have 10 people which we call advisers who will talk to each individual customer. The car will be processed in a second area before it goes to the technicians. There are four service managers with total authority. They can give a customer a free engine if that’s necessary. They are well connected to send the car to the right place for the repair with the right mechanic. I love that system. We save a lot of time for our customers and money for the company by solving the problem the first time. One of our technicians was No. 1 in the United States for Mazda technical and he was No. 3 in Japan. After the repair is made, there are two ladies who take the order and close it so t
