
Understanding the word "leader" and what it truly means in every aspect of its existence.
Just about everything you can think of. Most of all treating employees as individuals, and not numbers and bodies that can just be replaced whenever as needed. Some shoes can not be filled.
CarMax needs to stop hiring people with no prior automotive repair experience and start only hiring people with knowledge. The "we can train anyone to do this" mentality is horribly wrong and proves to be incorrect day in and day out.