I have been working at Arnold Machinery full-time (More than 10 years)
Their Silver Service Policy gives customers a safety net to do business with them. You are empowered to make decisions and decisions are based on what is right. If a customer is unhappy with something, you MUST ask them "what will it take to make you happy?" Then you do it. As long as it is legal and ethical, an employee does not have to worry about the cost to the company or getting fired. It has been proven year after year that customers usually only want what it is that will set them straight. No phone calls to managers or fear of being fired. It is a great feeling. Great benefits.
The only real con, if you can call it that, is if you are lazy, it is not for you. Sales is high pressure, but that is to be expected. The reward is great and the safety net means that no matter what, you know that the customer will be taken care of. Period.
Advice to Management
I guess most time it is a pro because there is not micro management, but perhaps set a corporate procedure for work flow of new and used sales. They do very well but with any company there are growing pains. Once we have enough people internally it should resolve.
Their interviews are more like 'herding cattle'. They invite more than one candidate for the same time slot and then sift each candidate between individual interviewers, giving each one a certain amount of time with one interviewer, and then they move them on to a different interviewer after an allotted time. Reminded me a little like the game of 'musical chairs'. It was confusing, humiliating for the interviewees, embarrassing for Arnold, and very unprofessional. I especially found the 'head cattle header' that pointed directions with their fingers, 'no words', where to go, rather amusing.
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