CarMax 2005 Annual Report Download - page 8

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SKILLED,
DEDICATED
PEOPLE
CARMAX’S SUCCESS DEPENDS ON THE SKILLED AND DEDICATED PEOPLE WHO DELIVER OUR
CONSUMER OFFER, EXECUTE OUR PROCESSES, AND DEVELOP OUR SYSTEMS. THE ASSOCIATES
PICTURED THROUGHOUT THIS REPORT INCLUDE MEMBERS OF OUR STORE, REGION, AND
CORPORATE MANAGEMENT TEAMS, AND THEY REPRESENT THE APPROXIMATELY 11,000
CARMAX ASSOCIATES WHO CONTRIBUTE TO OUR SUCCESS EVERY DAY.
TRAINING AND DEVELOPMENT
■In any complex retail business, the primary challenge
and limitation to growth is the ability to acquire, train,
and develop people.
■We believe that the integrity and transparency of the
CarMax consumer offer allows us to attract managers
and associates with much more diverse backgrounds
than the traditional auto retailer.
■We recruit the majority of our superstore managers
from the top big-box retailers across the country, focus-
ing on individuals with a broad, general management
background and a successful career progression.
■We have formal training programs that span each of our
four functional areas— sales, operations, buying, and
business office.These programs include classroom and
online training as well as formal mentoring assignments.
Standardized training, procedures, and processes facilitate
transfers between stores and regions.
ABOVE & BEYOND AWARD PROGRAM
■In 2003, we created the Above & Beyond Award to
recognize store associates who deliver exceptional
customer service,“above & beyond” even CarMax’s
high standards.
■Above & Beyond Award winners are selected each
month based on customer feedback or nominations
by co-workers or management.Winners receive a
monetary award and company-wide recognition.
■This program is one example of the many ways that
we are fostering an environment grounded in providing
unparalleled service to our customers.
■The associates pictured at right represent a few of the
Above & Beyond Award recipients for calendar 2004.
6 CARMAX 2005
2
ABOVE & BEYOND AWARD WINNERS (CALENDAR 2004)
Adem Ahmed
Sales
Norcross (Atlanta)
Renae Angeloro
Customer Service
South Boulevard (Charlotte)
Will Dean
Service
White Marsh (D.C./Baltimore)
Amy Deleonardis
Business Office
Greenville
Larry Fuller
Service
San Antonio
Kyle Geist
Sales
Laurel (D.C./Baltimore)
Angel Gibson
Operations
Kansas City
Ryan Gill
Service
Columbia
Jessica Gonzalez-Vega
Business Office
Orlando
Tracy Gordon
Business Office
Houston North
Alina Henry
Sales
Naperville (Chicago)
Bryan Jackson
Service
Louisville
Jamell Love
Customer Service
Fayetteville
Kelli McCray
Sales
South Boulevard (Charlotte)
Delmy Melchor
Sales
Cypress Fair (Houston)