In your tenure as an auto dealer, what is the one accomplishment for which you are most proud?
Our YES Program. It stands for You are Empowered to Satisfy. We have extensive training of all employees, especially our management team, which is ongoing. In addition, we offer educational programs. Presently we have classes after working hours for employees who want to learn English and also those employees who would like to learn Spanish. We want to help them get where they want to go, so that we can get where we want to go.

How many employees do you have with all of your dealerships?
Over 600.

Who was the biggest influence in your career?
Peter Drucker and his books on management and Frank Bettger who wrote the first book on selling that I read.

What was your most memorable sale?
Selling my ten dealerships that I had built up over 20 years. I retired for two weeks and immediately realized I needed to get back to work. I started buying some new dealerships and now I have four, with seven franchises.

What issues most affect your business and its bottom line?
Free trade and frivolous class actions suits.

What makes a great auto dealer?
Complete customer satisfaction. In the early 1970s we had what we called the “Mod Squad,” who were a group of young people that made calls in the evening to service customers, asking them if they were satisfied and so on. This was the beginning of CSI as we know it today.