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How customers are treated and how deals are made IS dependent on people.

To a certain extent. But if business practices and process and especially pay plans are designed to do certain things then the individual that you plug in to implement those process is somewhat irrelevant.

I'v seen good people at bad stores all the time. The stores still perform poorly and customer satisfaction suffers. Sometimes they still make a healthy profit...maybe they could make more, but if the sales manager is paid mostly on profit and not volume you can anticipate what the results will be. Better pay plans strike a balance between the two but I currently have 10 separate owners running 14 stores and they all have different priorities, experience, talent and business acumen.

I see bad people at good stores less often. These employees will not thrive doing the wrong thing and working against the processes. It does happen but they don't usually last long.
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