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Best in Class

DCH Saturn of Medford

In Long Island, Saturn owners appreciate good service. And that is just what they get from U.B. Reid, who works for Saturn of Medford, a DCH company.

When the customer arrives, U.B. greets them with "We�ve been expecting you". U.B., who has a background in the entertainment business, treats the service drive as his stage and the customer as his audience. He understands the need to perform every day.

He talked to me about the importance of the right choice of words when speaking to a customer. Words are important. "I want my customers to feel they are dealing with a professional."

U.B. also stated, "When our team went to the Auto University workshop, I was impressed." He understands that change is sometimes hard. He shared that what he heard at the workshop made sense to him and that it complimented the training he had received previously.

He explains the service process to each arriving customer. He explains the changes that have occurred at the facility, including a new customer service entrance, new desk layout, and some new faces at those desks. U.B. then goes to the vehicle with the customer. He shares the benefits of the process for the customer, along with care and concern for their needs. During the walk around he shares his findings, like tire wear and maintenance needs. He found that his customers appreciate the attention. "I found that they really don�t mind spending the time. Even the older customers participate." Many of U.B.�s customers followed him when he answered the call to be transferred from another DCH facility to this one. U.B. takes great care with his customers and even has a hand written letter hanging over his work station from one of his "fans".

When the work on his customer�s vehicle is done, he takes an active role in re-delivery. He calls the customer to let him/her know it is done. When the customer comes to pick up the vehicle following service, he takes the time to review the invoice whether it is for customer pay or warranty repairs. He also reviews the follow up process with them so the customer knows what to expect. In addition, he thanks them for their business.

U.B. is currently number one in labor sales for his dealership. He is also a leader in CSI for his facility.

Bravo to U.B. Reid on his selection for this month�s "Best in Class" Performance!