Automotive News Canada - November 2017 - 12

12

* N O V E M B E R 2 017

To fix a business, he begins by fixing the staff
ROSS CUNNINGHAM

By JIL MCINTOSH

OSHAWA CORRESPONDENT

WORKING WITH DEALERS TO
'MOVE METAL OVER THE CURB'

JOSEPH NG
CHANGING RED INK TO BLACK
BY MOTIVATING EMPLOYEES
HE ONLY WANTED TO FIND
a job, any job, when he graduated from university in 1982.
But for Joseph Ng, landing at
a car dealer paved the way to
become general manager of
Volvo Villa in Vaughan, Ont.
"I'm from Hong Kong, and
I had to find a job to stay in
Canada," he said. "I started at Golden Mile Motors [in
Toronto], which isn't there
anymore, as a salesperson."
There weren't many dealership groups at the time, but
Ng was within one of them,
owned by Bryan Rowntree,

Joseph Ng says the key to
turning around a business is
motivating employees.

( P H O TO C O U RT E S Y O F J O S E P H N G )

and he gradually worked his
way up to assistant general manager at Golden Mile
Motors. When the general
manager at Rowntree's Nissan
dealership became ill, Ng was
asked to take over that position.
"With every promotion,
there's a chance taken," Ng
says. "I was young and I tried
to do my best, and they let me
do what I thought was right."
He moved among several dealerships over the years,
including partnering in a
Hyundai store, and when he
sold his share he decided to
take a month to relax. Two
days later, however, the phone
rang and he was back in
action, which eventually led to
his current position.
"I have a reputation that
when a business is not running well, I can turn it around
if it's losing money," he said.
Often the first thing he

Réjean Furoy went from trainee to trainer, and now heads
Kia's national training. ( P H O T O : K I A )

notices is that while the
employees might be doing
their jobs, they're not enthusiastic. Ng's solution is to find
what will motivate them.
Some want recognition,
he says, while others want to
learn or to make more money,
and he targets them with what
they need.
"Just as with customers, we can't make everybody happy, but we try to do
our best. If people see you
acknowledging their work,
they'll work even harder
because of that."

RÉJEAN FUROY

KIA'S TOP TRAINER BROADENS
SCOPE OF PROGRAMS
THE CLASSIC EXAMPLE

QUORUM DMS

DRIVING REVENUE
Quorum DMS Customers Average Over
$50,000 in Additional Customer-pay
Revenue Each Month.
Is your DMS making you money,
or is it just an expense?
Call to Schedule
Your FREE Quorum
Demo Today!

quorumdms.com

877.770.0036

of a go-getter, Rejean Furoy
began as a diesel and automotive mechanic straight
out of school. He worked for
Navistar International for 15
years and during that time
he took every training program he could find. He was
determined to better his skills
and further his career, and
he caught the eye of a trainer
who thought the young man
should be on the other side.
"I went from the bench on
Friday night in Ontario, and
on Monday morning I was
teaching in Moncton [N.B.],"
Furoy said.
"My trainer said I had the
gift of the gab, plus I am fully
bilingual. They had asked
me once before, and I said no
because it was a pay cut. But
my life changed and I took it
on. I later trained for Ford,
then BMW, and in 2010 I came
to Kia."
Now the national training manager for Kia Canada,
Furoy says many people think
training is just about the product. But Kia's programs also
cover best practices, process
and the brand itself. Furoy
targets anyone who interacts
with customers.
"It's not just the technology
that changes so fast, but the
customers change," he said.
"You might be very good at
what you do, but if you don't
keep yourself updated, you'll
lose your customers. If you
can train your people at the
dealership and get the customer to buy into the brand, you'll
have them for life."
With about 5,000 people to
train, Furoy sends his staff to
stores and works with colleges
and suppliers across Canada
to be sure that everyone can
take advantage of the programs.
"When I started with Kia,
we didn't have much of a
training program, but we're
growing because we have the
full support of our president.
It's an investment that pays
off."

Ross Cunningham says
he can mediate tensions
between dealers and
automakers.
(PHOTO: HYUNDAI)

DESCRIBING HIMSELF AS
"the eyes and the ears" of the
national office as it supports
its dealers, Ross Cunningham
is manager for Hyundai
Canada's central zone, which
makes up about 41 per cent of
the brand's sales volume in
Canada.
He and his team handle
sales targets and key performance indicators, parts sales,
service and customer relations. He has to please customers, but he has to keep dealers
happy as well.
"I have a team of 13 people that I oversee," he said.
"Initially, the biggest thing
is that we hire the correct
people. I look for a full-speed
attitude, self-motivation and
that they have the ability to
be relationship builders. The
objective is always satisfying
the customers, and the dealership must be profitable."
Armed with a business
degree from the University
of Windsor, the self-professed
"motorcycle guy" went to
Honda's bike division, beginning in parts and moving up
to vehicle market research.
Eventually he moved to that
company's larger automotive
division.
"I'm more satisfied being
a cog in a big machine that's
rolling," he says. "If you stop
moving forward, you're moving backwards."
He worked for several automakers, including an initial
stint at Hyundai, plus two
auto financing companies, but
came back to Hyundai.
There will always be conflict when dealing with both
sides of the business, but
Cunningham said he knows
what's needed and is willing
to work with issues.
"I understand their goals,
and we align with them. We're
trying to move metal over the
curb. It's easy to work with
these people. I want them to
be successful and they appreciate that. They know where
I'm coming from and we're all
working together." - ANC


http://www.quorumdms.com

Table of Contents for the Digital Edition of Automotive News Canada - November 2017

Automotive News Canada - November 2017 - Intro
Automotive News Canada - November 2017 - 1
Automotive News Canada - November 2017 - 2
Automotive News Canada - November 2017 - 3
Automotive News Canada - November 2017 - 4
Automotive News Canada - November 2017 - 5
Automotive News Canada - November 2017 - 6
Automotive News Canada - November 2017 - 7
Automotive News Canada - November 2017 - 8
Automotive News Canada - November 2017 - 9
Automotive News Canada - November 2017 - 10
Automotive News Canada - November 2017 - 11
Automotive News Canada - November 2017 - 12
Automotive News Canada - November 2017 - 13
Automotive News Canada - November 2017 - 14
Automotive News Canada - November 2017 - 15
Automotive News Canada - November 2017 - 16
Automotive News Canada - November 2017 - 17
Automotive News Canada - November 2017 - 18
Automotive News Canada - November 2017 - 19
Automotive News Canada - November 2017 - 20
Automotive News Canada - November 2017 - 21
Automotive News Canada - November 2017 - 22
Automotive News Canada - November 2017 - 23
Automotive News Canada - November 2017 - 24
Automotive News Canada - November 2017 - 25
Automotive News Canada - November 2017 - 26
Automotive News Canada - November 2017 - 27
Automotive News Canada - November 2017 - 28
Automotive News Canada - November 2017 - 29
Automotive News Canada - November 2017 - 30
Automotive News Canada - November 2017 - 31
Automotive News Canada - November 2017 - 32
https://www.nxtbook.com/nxtbooks/crain/canada_202011
https://www.nxtbook.com/nxtbooks/crain/canada_202010
https://www.nxtbook.com/nxtbooks/crain/canada_202009
https://www.nxtbook.com/nxtbooks/crain/canada_202008
https://www.nxtbook.com/nxtbooks/crain/canada_202007
https://www.nxtbook.com/nxtbooks/crain/canada_202006
https://www.nxtbook.com/nxtbooks/crain/canada_202005
https://www.nxtbook.com/nxtbooks/crain/canada_202004
https://www.nxtbook.com/nxtbooks/crain/canada_202003
https://www.nxtbook.com/nxtbooks/crain/html_test
https://www.nxtbook.com/nxtbooks/crain/canada_202002_v2
https://www.nxtbook.com/nxtbooks/crain/canada_202002
https://www.nxtbook.com/nxtbooks/crain/canada_202001
https://www.nxtbook.com/nxtbooks/crain/canada_201912
https://www.nxtbook.com/nxtbooks/crain/canada_201911
https://www.nxtbook.com/nxtbooks/crain/canada_201910
https://www.nxtbook.com/nxtbooks/crain/canada_201909
https://www.nxtbook.com/nxtbooks/crain/canada_201908
https://www.nxtbook.com/nxtbooks/crain/canada_201908_v2
https://www.nxtbook.com/nxtbooks/crain/canada_201907
https://www.nxtbook.com/nxtbooks/crain/canada_201906
https://www.nxtbook.com/nxtbooks/crain/canada_201905_v2
https://www.nxtbook.com/nxtbooks/crain/canada_201905
https://www.nxtbook.com/nxtbooks/crain/canada_201904
https://www.nxtbook.com/nxtbooks/crain/canada_201903
https://www.nxtbook.com/nxtbooks/crain/canada_201902_v3
https://www.nxtbook.com/nxtbooks/crain/canada_201902
https://www.nxtbook.com/nxtbooks/crain/canada_201901
https://www.nxtbook.com/nxtbooks/crain/canada_201812
https://www.nxtbook.com/nxtbooks/crain/canada_201811
https://www.nxtbook.com/nxtbooks/crain/canada_201810
https://www.nxtbook.com/nxtbooks/crain/canada_201809
https://www.nxtbook.com/nxtbooks/crain/canada_201808
https://www.nxtbook.com/nxtbooks/crain/canada_201807
https://www.nxtbook.com/nxtbooks/crain/canada_201806
https://www.nxtbook.com/nxtbooks/crain/canada_201805
https://www.nxtbook.com/nxtbooks/crain/canada_201804
https://www.nxtbook.com/nxtbooks/crain/canada_201803
https://www.nxtbook.com/nxtbooks/crain/canada_201802
https://www.nxtbook.com/nxtbooks/crain/canada_201801
https://www.nxtbook.com/nxtbooks/crain/canada_201712
https://www.nxtbook.com/nxtbooks/crain/canada_201711
https://www.nxtbook.com/nxtbooks/crain/canada_201711_v2
https://www.nxtbook.com/nxtbooks/crain/canada_201710
https://www.nxtbook.com/nxtbooks/crain/canada_201709
https://www.nxtbook.com/nxtbooks/crain/canada_201708
https://www.nxtbook.com/nxtbooks/crain/canada_201707
https://www.nxtbook.com/nxtbooks/crain/canada_201706
https://www.nxtbook.com/nxtbooks/crain/canada_201705
https://www.nxtbook.com/nxtbooks/crain/canada_201704
https://www.nxtbook.com/nxtbooks/crain/canada_201703_v2
https://www.nxtbook.com/nxtbooks/crain/canada_201703
https://www.nxtbook.com/nxtbooks/crain/canada_201702
https://www.nxtbook.com/nxtbooks/crain/canada_201702_v2
https://www.nxtbook.com/nxtbooks/crain/canada_201701
https://www.nxtbook.com/nxtbooks/crain/canada_201612
https://www.nxtbook.com/nxtbooks/crain/canada_201611
https://www.nxtbook.com/nxtbooks/crain/canada_201610
https://www.nxtbook.com/nxtbooks/crain/canada_201609
https://www.nxtbook.com/nxtbooks/crain/canada_201608
https://www.nxtbook.com/nxtbooks/crain/canada_201607_test
https://www.nxtbook.com/nxtbooks/crain/canada_201607
https://www.nxtbook.com/nxtbooks/crain/canada_launch2016
https://www.nxtbookmedia.com