Feature -- by Mark Sproxton

Working in dealerships has kept Frank Duffin in the driver's seat.

To rise to the top in an auto dealership, you need an intimate knowledge of the product, the industry, and perhaps most importantly, people. Two local dealership bosses have acquired and honed this knowledge through their decades in the industry. Both came to their current positions via strikingly different paths. These routes, however, are still available today, they say.

With about 40 years experience in the auto and transportation industries, Frank Duffin, President of Crowfoot Ford, remains interested in cars. "I love cars," he said, sitting in his neatly decorated office. "I certainly don't have the passion for cars I had when I was 16 or 20. That gets dulled after a while."

As president of a company with 65 employees and multi-million dollar balance sheets, his focus in the auto business has moved from the manufactured product, to the human element. "My passion has changed to people who are working for me and customers," he explained. "If you keep them happy, your job is easier."

Duffin knows what he speaks. He's seen the industry from low man on the totem pole on up. After beginning his career as a carwash boy and Grade 10 dropout, his ambition soon took over. He returned to school and quickly obtained his heavy duty mechanic ticket which eventually lead him to an auto dealership to service vehicles. Wanting more, he went back to school once again, completing a Bachelor of Commerce degree from the University of British Columbia.

General Motors of Canada recruited him out of post-secondary and he worked for years troubleshooting sales routes, and other problem areas, at dealerships across Alberta. When time came again for change, Duffin took the leap to owning a small, rural dealership before taking over his current business.

On the other hand, Ray Pyne, managing partner of Shaw GM Pontiac Buick, started in the industry closer to the top. "Operating a restaurant, that gave me a taste for ownership," Pyne said. "And I grew up on a farm and always liked equipment and vehicles." The opportunities available to him in the auto industry, and its growth potential, also proved attractive.

After the food service industry, Pyne decided to look at other small business opportunities. Through some business connections he came across the chance to run a small vehicle rental company. He jumped at the opportunity, but sold it about eight months later to operate a larger vehicle leasing company. After helping that company grow to 25 employees and multi-millions of dollars in assets for 10 years, he later sold his interests and re-invested in his current dealership.

While Duffin and Pyne operate completely separate businesses, their day-to-day duties are similar. During regular meetings with his 10 department managers, Duffin often finds himself listening to what's happening, and then offering possible solutions. "I'm more of a coach than anything," he said, laughing. "A benevolent dictator. I manage 10 people, and the managers manage their own people." The meetings also include talk about weekly and monthly goals, an analysis of any hard data on sales, for instance, and discussions of future business opportunities.

Pyne said his weekly duties also include many, many meetings. "The most important thing I do is talk to the seven department managers," the 22 year veteran of the auto industry explained. "I listen and try to find where they're having difficulties and help them find solutions, and opportunities. It seems each department works a bit in isolation, so I like to communicate how we're doing and how we can work together more." Regularly, time is also spent checking inventories, talking with staff members, working on corporate image, and overseeing daily operations.

The two also share similar views on how people become successful in the industry, regardless of position. Duffin, the current chairman of the Motor Dealers Association of Alberta, said people skills are key. The most successful people know how and when to talk, and how and when to listen, he said.

Pyne added: "Those with a positive attitude who don't job-hop, have a good work ethic, and aren't always talking about the grass (being) greener on the other side of the fence, do well."

Again, both agree there are a multitude of opportunities for young people in the industry. Duffin said you must first weigh all your options. "You have to have the ability to analyse and accept risk," he said. "I know when I take a risk I lose a lot of sleep. But you can asses risk and overcome the risk. That's never talked about."

Pyne said success will come after spending time earning your stripes. "In our industry is seems there is a great number of people in the 50-plus range. We need some good young blood, but you have to put in a few years before you can move ahead. You have to acquire the knowledge base to make the decisions."