1. How does CarMax encourage employees to put customer needs first?
2. How has CarMax developed a decentralized culture?
3. Describe some ways that CarMax empowers its employees.

CarMax makes it a priority to develop satisfied employees. The company has a decentralized structure where employees are encouraged to submit recommendations and develop leadership skills. Values include respect, communication, customer focus, and teamwork. CarMax believe that employees who work together are able to place the customer first and serve their best interests. This allows for employees to hold themselves to higher standards, resulting in higher work performance. CarMax’s focus of empowering employees to provide quality customer service and take ownership of the company has revolutionized the used car industry.