Your Source for Up-To-Date News and Research on the Collision Repair Industry 

 

click here to subscribe to the FREE INSIGHT Editor's Desk News Alert Email

SUBSCRIBERS-ONLY
Today's News
INSIGHT This Month
INSIGHT Archives
Survey Center
Letter to the Editor

Business Tools
Subscription Information
CSI Reporting
Financial Analysis
IRS Audit Guide

Management/
Technical Info
Market Watch Rates
INSIGHT Inside this month's issue...

Feedback
Letter to the Editor

Jack Demmer Lincoln Mercury Wins Prestigious Customer Service Silver Cup

Jack Demmer Lincoln Mercury has been presented with Ford Motor Company's prestigious "Silver Cup for Customer Service" award. The announcement was made by Bill Demmer, president, Jack Demmer Automotive Group, who received the award on behalf of dozens of the dealership's service employees.

The Silver Cup for Customer Service award, which had been a traveling trophy, will now permanently reside at Jack Demmer Lincoln Mercury in Dearborn because the dealership has accumulated more customer service points than the competition during the five months of Ford Motor Company's "Race to Customer Satisfaction" program.

The award, said Ford Motor Company's Robert J. Koch, customer service manager, Detroit region, is based on overall service satisfaction of warranty repairs rated entirely by customers of the dealership.

"On behalf of Ford Motor Company, I am here to congratulate you on a remarkable achievement," said Koch as he presented the award. "You should all be very proud -- it's obvious your customers are pleased -- keep up the great work."

Penny Grantz, customer relations coordinator, Jack Demmer Lincoln Mercury, said the secret to winning the award is simply customer respect.

"We take good care of our customers -- not just their cars," said Grantz, who says she takes her job very personally. "Our customers are part of the Demmer family and we treat them with respect. That makes all the difference."

John Gadbaw, service manager, Jack Demmer Lincoln Mercury, said Grantz and other members of the Jack Demmer Service team are empowered to make decisions on their own, which keeps the customer in focus.

"We have an exceptional team behind us," said Gadbaw, "starting with the Demmer family and their standard of excellence. We simply work well together, and with Ford Motor Company, to make the customer happy. This award proves that we have taken the service experience and made it a positive instead of a negative."

Gadbaw added that advanced technician training to help keep up with increasing vehicle sophistication played a major role in winning the Silver Cup Service Award.

"We have a tremendous commitment to training, and I believe are at a level that few other dealerships can match," he said. "As a result, our people have various certifications, more than the average dealership, so customers know that with all this talent, the job is going to get done right the first time."

Jack Demmer Lincoln Mercury (JDLM) is one of the top 100 dealers in the country based on customer scores, sales volume and staff certification. JDLM was rated number one in the region (in sales volume) last fall and ranked in the top five nationally among all Lincoln Mercury dealers. JDLM, which employs more than 150 people, including 63 at its 53,000 square foot collision center, is part of the Jack Demmer Automotive Group, which also owns Jack Demmer Ford in Wayne.

©2002 Collision Repair Industry INSIGHT
All Rights Reserved

FEATURED
LINKS:

INSIGHT Supports the NABC!
Do You?