Isn’t consistency still the key?

I’d like you to take along this little story the next time you head out to a franchised new-vehicle dealership. It starts way back in 1985, when Michael (aka “Quick Mick”) Wolcott took the reins here at Mick’s North Hills Chrysler Jeep. A couple months later I was brought on board and am proud to say that after 23 years, we’re still a couple of the newer guys here.

Our Service Director Bud Wheeler, Parts Department Manager Brian O’Malley, and Secretary-Treasurer Jim Stawecki all started here prior to 1982. This employment consistency remains with our Service Manager Rich Penn and New Car Manager Dan Morrone, both here since 1988. Business Manager Lynda Antonacci started in 1990, and Body Shop Manager Miles Watkins has been employed since 1997.

Our main competitive advantage is our employees! We have 28 Technicians that average over 10 years at this location. The Parts Department has seven employees that average more than 20 years. Our office staff of five ladies averages over eight years. Even our sales staff of 14 has an average of more than nine years with us. Kind of kills the “Here today-gone tomorrow” perception, doesn’t it?

I’m touting our employment consistency because my experience tells me true customer satisfaction starts with the person you are directly dealing with. So, on your next trip to a franchised new-vehicle dealer, think of Mick’s North Hill Chrysler Jeep. Customer satisfaction here happens “before, during and AFTER” the purchase!

Isn’t consistency, after all, still the key to satisfying a customer’s needs?

We sure think so!