Cindy Gough, corporate parts coordinator for H&R Agri-Power, a 17-store Case IH dealer, talks about the approach she takes in managing her parts departments. Gough makes a point of always doing whatever it takes to get her clients their parts, whether that means asking the OEM, asking dealers in their network or even cannibalizing another machine.
This interview is part of the Dealership Minds Video Series brought to you by Laforge.
Leading by Example in the Parts Department
Years with Organization: 13
Role: “My title is corporate parts coordinator, but I also function as the parts manager of the Morganfield, Ky., location. I am a facilitator and a coach. My imperative is two things: go into stores and make sure that each parts department understands the metrics that we measure and work with them to embody the customer service culture that we want.”