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.


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This interview is part of the Dealership Minds Video Series brought to you by Laforge.

Cindy Gough

Leading by Example in the Parts Department

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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.”

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