BMW North America

We radically transformed BMW's sales and service process. People used to love driving the car but hated getting it serviced. Over several years we transformed BMW service from a customer irritant to one of customer delight.

In addition, the resulting change in culture practice the service centers became a significantly growing new profit center instead of an over-budget cost center.

This was done through executive consulting, convincing BMW senior leaders to stop sales promotions and reinvest that money into customer relations in North America.

This led to a culture transformation which then led to dramatic sales growth at industry-leading margins. When word of mouth is positive, incentives and rebates are not required.

Methodology - senior-level consulting, service recognition and reward process, custom eLearning partnering with corporate university.