2. Back to Basics
A high-tech approach can be good, but Estep firmly believes that it’s better to rely on people. The dealership tries to “put the human factor back in what’s important,” he says.
This means more time with the customer one on one, and the implementation of elements of a manual dispatch system, among other things.
While the dispatch system isn’t 100 percent manual, the dealership ensures that a specialist is able to assist with workflow productivity and quality control. That can look like anything from intervening directly with the technicians on the floor to giving every vehicle a final inspection after the test drive.
Every aspect of the dealership’s process tries to involve actual employees as much as possible, so as to give the customer the absolute best and most efficient service.
This customer-first attitude has resulted in years of awards for the dealership, such as four consecutive years of DealerRater Consumer Satisfaction awards and five straight Women’s Choice Awards.