During the last few months, our staff has been doing some deep dives into how well we are doing in terms of our customer satisfaction. This can be a difficult thing to measure since we have 23 dealerships at 21 locations under the Earnhardt umbrella. However, customer reviews and other feedback provide a good window into how well we are doing. We also take a look at the car sales figures and see what that can tell us.
Across the dealerships, Earnhardt Auto Centers sees an average of 20 percent when it comes to repeat customers. There are dealerships in our group that see 29 percent or even 34 percent of repeat buyers. That must mean we are doing something right.
On our website, you’ll find customer reviews from many independent sources. We stay tuned to what customers are saying, and we don’t mind sharing it with prospective customers.
“The most comfortable car buying experience we have ever had” is just what we want to hear, and it’s just what customer JF wrote in his October 2020 review. He noted that “from sales to back office to final drive away we were treated with respect and kindness through the entire process. At no stage were we ever ‘car dealer’ sold.“
The Earnhardt staff is committed to taking care of your needs and meeting you where you are at. It’s an attitude fostered by our long-time leader and founder, Tex Earnhardt. He passed away this year, but his spirit lives on in how we conduct our business.
Our goal now, more than ever, is to fulfill his wishes by treating our customers with honesty, integrity and respect. It is the real bottom line for us, and you’ll find a positive attitude toward the customer whether you are shopping new, shopping for used cars, or getting service from Earnhardt Auto Centers.
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Customer service isn’t just a catchphrase at Earnhardt Auto Centers. We believe that the customer journey is critical to our ability to serve the public. Customer feedback helps us make better decisions. Sometimes it reinforces what we are already doing, encouraging us to keep our standards high.
Mary Shafer, a 3-time customer of Earnhardt Auto Centers, wrote a review that helps us illustrate the best of the customer service experience. It is our goal at every one of our dealerships to have shoppers feel good about the process, and, if they bought a new ride, we want them to feel good about their purchase.
Customer Satisfaction: Find What The Shopper Wants
One way we focus on customer satisfaction is by finding what you want, not what the company is pushing to sell. Our sales reps know that shoppers aren’t the same. We want to hear that you love it, as Mary Shafer wrote in her review. Most of all, we hope to hear words like hers: “I don’t feel like I had to settle at all.”
She also said that the experience was “exciting and fun” thanks in part to the enthusiasm of our staff. That’s how getting a new or new-to-you car should feel.
Customer Feedback: Respect the Shopper’s Intelligence
Every shopper has questions and concerns. Our goal is to treat everyone with respect and to meet you where you are at. If that means text messages or emails to explain models, features, financing or anything else, we are all in. This isn’t a one-way process. The customer’s input is the most valuable aspect to finding the right ride.
In her review, Mary wrote that she was able to work with several sales reps with whom she had worked in the past. “Thoughtful and kind”, they answered every question and email, according to her customer service review. She noted that they were “incredibly knowledgeable.”
Our team created No Bull Express as a way for customers to enjoy car shopping remotely, right down to a test drive that starts in your own driveway. If you have questions, you can contact us to learn more about anything you read here.
Customer Journey: Measure Up to The Highest Standards
While some customer service attitudes come naturally, others must be cultivated to make the customer journey a pleasant and fruitful one. We work with our sales reps to train them in the most meaningful way to help shoppers. Our goal is to combine their natural talents with the education they need to be partners in the car buying process.
So, it was especially important to our team, when Mary wrote this: “Your entire staff is completely off the chart as far as customer service goes. I have owned several businesses where customer service is crucial and I know how valuable good employees are.“
It was equally important to us that she said this: “I am not a high dollar customer, but was treated like I was”. That’s essential to our business model. Every shopper is as important as the one before and the one after. It’s not about how much money they are spending or whether they upgrade to the priciest trim level.
Positive Atmosphere: The Benefits of a Valued Staff
In order to ensure that our staff will respect our shoppers, we have to show them respect. As Mary noted in her review, she interacted with three people she knew from previous shopping experiences and a fourth person who was new. She wrote “how rare it is” to find someone “outstanding from A-to-Z”. And that we should “feel so lucky” to have employees who have been with us for more than two decades. Indeed we do feel lucky, and we know how critical it is that we maintain an attitude of respect that encourages our best and most caring staff members to stay on the team.
There’s more to our story and more to Mary’s. You can read customer service reviews here. What we most want to say is that we hope we can serve you this well someday soon. Chat online, call (888) 820-3377, or come by your favorite Earnhardt location.
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