In this week's edition of "Making WOW", we're casting the spotlight on Findlay Toyota in Henderson, Nevada, a dealership that truly embodies the ethos of exceptional customer service.
- Going Above and Beyond: Findlay Toyota's service managers and sales representatives have been praised by customers for their friendly, knowledgeable, and patient approach. From guiding customers through numerous vehicle options to stepping in and resolving any confusion about warranties, they always go the extra mile to ensure customer satisfaction. I have seen first hand, Findlay won't stop until the customer is happy. This can occasionally mean taking a loss, but in the high margin world of auto sales, Barr and team are clearly playing the long game.
- Making it Right, Even When It's Hard: When challenges arise, Findlay Toyota rises to the occasion. Their commitment to customer satisfaction shines through, with the dealership working tirelessly to sort out issues to the satisfaction of the customer, even when the path isn't easy. An example of this is how they handle potential warranty confusion, stepping in and ensuring everything is sorted out to the customer's satisfaction.
- Taking Care of the Team: Findlay Toyota's donations to local organizations, such as the Nevada Partnership for Homeless Youth, not only assist those in need but also demonstrates their commitment to the wider team - the community they serve. They are committed to giving back to the community and making a difference in the lives of those in need. Creating a sense of community is essential to building strong teams.
- Taking Care of the Property: Findlay takes care of the property that it occupies. This is unique in the car dealership space. Visitors to Findlay would be surprised to know how hold the building actually is because of the intricate level of care the team provides. Modeling this behavior makes WOW because your customer doesn't have to guess how much you care, they can see it.
- Having Fun: Findlay is widely recognized for its exceptional customer service and the vibrant personality of its General Manager, John Barr. The dealership prides itself on creating an enjoyable and transparent car buying experience for its customers, facilitated by a team of experienced and dedicated professionals. The dealership is also lauded for its strong commitment to the community, often involving itself in charity work and local events.
- Having Fun With The Team: Findlay's team is not afraid to have fun with each other. Barr and team go above and beyond to create good energy. Energy is essential to high caliber teams. Walk into Findlay and you will feel that energy, no matter what department you interface with.
Findlay Toyota is a shining example of a business that goes above and beyond in customer service, invests in their community, and likely cultivates a positive and engaging environment. Their exceptional service doesn't just 'wow' their customers, but also makes a tangible difference in the community they serve. We all could learn something from Findlay Toyota's commitment to excellence and community.
