Best Dealership Practices
James Braden Ford
James Braden Ford in Kingston, Ont., not only wants its employees to admit when they make mistakes, its rewards employees when they do so.
Owner James Braden said he rewards employ- ees who commit errors and come up with creative solutions for them with such enticements as Tim Hortons gift cards. It’s a way to increase transparency and encourage employees to meet challenges head-on. It’s a creative approach given that people are trained from a young age to avoid admitting mistakes for fear of punishment.
“You can’t fix a fairy tale,” Braden said.