John Hammer has mapped out his first weeks as president of ADESA, even before he steps into the corporate headquarters of parent company KAR Auction Services Inc., in Carmel, Ind.
He'll be on the road visiting the auto auction house's customers, asking what products and services they consider most important and how they think ADESA can improve.
"I'll let our customers drive what's first," he said in a detailed interview shortly before officially rejoining his former company today. "That involves me getting out to see customers. They'll have ideas."
Hammer, 47, expects to get lots of reaction and suggestions from customers about technology and data innovations launched in recent years by ADESA, for its 75 U.S. physical auction sites and its online auctions.
"Then we'll focus on making changes the customers want most," he said, such as process improvements and tweaking "throughput, speed and ease of use."
'Bags packed'
Hammer won't be alone on the road. He's spread the word "to get out to see the customers" to ADESA support staff in Carmel and at auction sites.
"It's time to get their bags packed," he said. "We don't actually transact business in our offices, but in our customers' [space]. We'll be better leaders and better stewards of their businesses" after visiting customers' locations.
For all the ways ADESA operates, its business is essentially simple.
"We want to be faster and better," he said. "We're going to go where our customers want us to go."
Hammer will hold off on setting his first-year goals until after he and staffers have visited and listened to clients.
"I think the goals will be developed after the staff has talked to customers," he said. "After [that], we'll all develop a business plan, look at initiatives, set priorities and then implement. We'll get together as a team."
Hammer replaces ADESA CEO Stephane St-Hilaire, who resigned but agreed to serve through February to provide continuity, the company said.
Returnee
