Experiencing World Class Service Excellence
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company. We will be a top performing, thoroughly professional and genuinely caring organization in all that we do.
Early to recognise that car purchase only (minor) part of potential income stream – servicing , parts and second hand car sales significant
Processes
This is about the integrated engineering of the total customer experience to which every employee contributes
Have computer terminal in car park so when mechanic drops off one car can key in to see where next job is and thus minimise downtime
Automated German parts storage system
McDonalds type tiles on the floor – justified by business case
Customers stay with same Service manager/team
Product Variables
Cadillac, Hummers, Lexus, Saab, GMC, Chevrolet, Pontiac, Oldsmobile, Infiniti
Use physical cues to denote quality and care – leather couches, private working
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