Do yourself a favor and add Tom Petty to your bucket list!
I know I should be blogging about cars and such but last night my wife Taneill and I attended the Tom Petty concert in Calgary. The show was just excellent! I have never watched a more gracious performer. Hey, I’m a sucker for live entertainment so I tend to like something about every live event I attend but Tom Petty offers something different. Not only does this guy tear up his timeless classics like Running Down a Dream, Mystic Eyes, and Learning to Fly, but he clearly appreciates every last person who shelled out $100 or more to see him play. During and after nearly every tune he plays, he walks around the stage with his arms outstretched gesturing his appreciation for our appreciation. His lyrics are thoughtful and reflect situations we can all recall ourselves going through at one time or another in our lives. In my opinion, Tom petty is a classic example of how everyone should treat their customer. Give them everything you’ve got, wow them and provide value for the money they spent with a sincere thank you and appreciation for having the opportunity to show off your talents!
Wouldn’t it be nice if for just one moment…everything was all right? Tom Petty, Mystic Eyes
My Dad would shoot me if he knew I was writing this, (he’s a pretty humble guy), but I figured fathers day is this month so there’s no better time to brag about your dad then the month of June. The Motor Dealers Association of Alberta awards the Alberta Dealer of Excellence award to two dealers each year. One to a deserving metro dealer from Calgary or Edmonton and one to a deserving non-metro winner from the rest of the province. The award reflects the unique challenges and accomplishments of dealers in different marketplaces. John was the winner of the award for 2010 in the Non – Metro category.
The main criteria in order to win the award are:
- Business Acumen
- Community Involvement
- Association/Industry Involvement
In my opinion the greatest thing about the Alberta Dealer of Excellence Award is that all the candidates are nominated by their peers and the applications are examined and chosen by a panel of past award recipients. Some of the factors that are considered for nomination and winning are customer satisfaction, ethics, the attitude and competence of the dealership’s staff, the dealer’s leadership in association issues and service to civic, political and educational activities.
I guess I always knew that my dad had all the great qualities of an excellent car dealer but I think the thing that really makes him great in my eyes is his reputation amongst his peers in the industry and his reputation as a person. He is held in high regard by many General Motors and non General Motors dealers around the province and country and in his acceptance speech he spoke of the outstanding relationship he has enjoyed with our franchise partner, General Motors. He also spoke of the pride he takes in his partnership with our various Dealer partners in Brooks, Fort Macleod, Claresholm, Lethbridge, Westlock and Barrhead. John has told us thoughout our careers that he would be nowhere without the great people that surround him. He has had amazing success at attracting loyal, hard working, intelligent professionals to help him thoughout his career. He often speaks of how grateful he is for those relationships.
Call me biased but I couldn’t think of a more deserving candidate for the 2010 award. My dad has not only dedicated his career to being a great husband, dad, partner, and employer, but he truly appreciates every last customer who has patronized any of his dealerships. He has adopted the age old philosophy of “The customer comes first” as his own and he promotes it throughout his organization.
Congratulations Dad on this prestiges award!!
Wow! Where did 3 years go?
As we just finished celebrating our 3rd anniversary at Davis Pontiac Buick GMC in Medicine Hat it’s hard not to look back in amazement at the changes our industry has seen. More than anything, the last 3 years has taught me just how precious customer loyalty is and how important our role in earning our customer’s loyalty is. It’s not that customer satisfaction wasn’t important 3 years ago, (just the opposite in fact) customer satisfaction has always been number one on our list but sometimes it takes unusual circumstances to point out the little opportunities you have here and there to improve. That’s the name of the game! Change. I think our staff has done an incredible job adapting to this ever changing environment where the customer has the opportunity on a daily basis to “fire” us. We have introduced what I call the little things. Our new car wash for example. We have heard for many years from our customers how nice it would be to have their car washed after every time they had their vehicle serviced. As of July 09, that is a perk that we offer. Our new Wash Tech Touchless Car Wash does a fantastic job and best of all it’s free for our customers with every purchase they make.
Personally I think the greatest thing we ever did in the name of customer loyalty and satisfaction is introduce 2 years of Free Maintenance on every used vehicle that we sell. Believe me, because of the cost involved it was dificult to get everyone on the same page however, everyone realizes that the cost of not offering such a great value-added benefit is far greater if we didn’t do it. If our customers have the opportunity to use our Lube Bay, Tire Center, or our Car Wash for the first couple of years of their ownership cycle, they effectively have the opportunity to conduct a 2 year interview to determine if we have given them enough reasons to return on their own dime. Risky? Not one bit in my opinion. This type of “put your money where your mouth is” committment is what will ensure that everyone at Davis Pontiac Buick GMC is striving to improve their skills both personally and professionally in an effort to earn our customer’s most sought after asset…Loyalty.