CarMax 2006 Annual Report Download - page 8

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Skilled, Dedicated People
2
6CARMAX 2006
TRAINING AND DEVELOPMENT
■In any complex retail business, the primary challenge
and limitation to growth is in 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, focusing on
individuals with a broad general management back-
ground and a successful career progression.
■Our formal training programs span each of our four
functional areas — sales, operations, buying, and business
office. The 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. A variety of other
award programs have been developed to recognize
exceptional associate contributions.
■The associates pictured at right represent a few
of the 28 Above & Beyond Award recipients for
calendar 2005.
Reconditioning expertise