Empower employees
Port Harbor Marine (Ranked 27 in 2006) uses a no-confrontation policy, where every employee is empowered to ask the customer what they would like to have done to make a problem right and then to do it. A number of Top 100 Dealers determined a dollar amount that their employees were empowered to spend to make customers happy. This simple gesture reminds them to go the distance to create customers for life.
