Don’t just say ‘customers first’ — mean it!

Bernie Moreno, Owner, Collection Auto Group

This is the third part of an interview with Bernie Moreno, the owner of Collection Auto Group. For more, please see:

Collection Auto Group

Managing growth while maintaining culture

What’s the best piece of advice you’ve ever received?

Make a decision. Too many times in business we are faced with hundreds of choices and options. Given the fast pace at which business moves today, you have to trust your judgment and make a decision. Second piece of advice that goes along with this: be right at least 51 percent of the time!

When you think about putting your customers first, describe your philosophy for what that means and how you impart that to your team members?

Customer’s first is a philosophy EVERY business CLAIMS to have as part of their culture. There is no organization that would say they don’t value their clients. However, saying it and LIVING it are two entirely different issues. We live that philosophy by creating a culture in which our team members put the customer at the center of everything we do. We know our clients can “fire us” at any time and we never take for granted that we must execute every day. Of course, that culture hinges on having great people, which we are very fortunate to have an abundance of.

How do you empower your staff to go above and beyond for customers?

They are defaulted to say “yes.” If a team member is going to disappointment a client, that’s my job. I am the only one allowed to say “no.”

What is your philosophy for continuous growth — and continuous improvement?

The business world is changing at a speed that is unprecedented in history. We look at ways of reinventing ourselves, not just changing and evolving.

When you think about your business, what keeps you up at night, and what do you do to resolve it?

Nothing keeps me up at night. Business is my career and I never personalize it by letting it stress my personal life. That would not be fair to my family.

Collection Auto Group

28450 Lorain Road

North Olmsted, OH 44070

Phone: 440,716.2700

E-mail: [email protected]