Service Department Improvements

Using vital customer feedback, Bill Knight Ford transforms service department transactions with the addition of the Business Development Center.

Bill Knight Ford team members (L to R): Haley Gilbreath, Bill Duensing, Jennifer Lewis, Bill Knight, Christine Kling, and Kelly Summers.

Bill Knight Ford maintains a keen focus on listening to customers and providing exemplary customer service. This enables Mr. Bill Knight and his team to continually improve customer experiences with the dealership. Because of this genuine concern for customers, it’s no surprise that Bill Knight Ford received Ford Motor Company’s President’s Award for 2014 and was the #1 Retail Volume Ford dealer in Oklahoma - the sixth consecutive year the organization has received these prestigious honors. The President’s Award recognizes dealers who have excelled in achieving superior customer satisfaction by consistently delivering exceptional sales, service and vehicle ownership experiences to customers. The President’s Award is presented to only “the best of the best.” The significance of the award is that each dealership is rated by its customers through a comprehensive survey based on the customer’s sales and service experiences.

Along with Mr. Knight, General Manager Kelly Summers and Service Manager Bill Duensing recently announced that Bill Knight Ford has made a fundamental change that has transformed service transactions with the development of a new Business Development Center (BDC). “Historically,” said Mr. Knight, “our guest brings his or her vehicle to the dealership for maintenance or repair, the work is performed, and when it is completed, they return to pay the cashier and pick up their vehicle.” Bill Knight Ford listened to its customers and has brought the service experience into today’s environment.

“When our guests pay the cashier and pick up their vehicle, frequently they have questions or would like to discuss the repair with the advisor, but feel too rushed to ask. Therefore, we’ve removed the cashier from this process,” said Mr. Duensing. When you bring your vehicle to Bill Knight Ford for service, you’ll still be greeted on the drive by a highly qualified and experienced service advisor. The difference is when you return for your vehicle, you’ll be interacting with the same service advisor, be encouraged to ask questions and discuss the future maintenance needs - all with the same person. “Our customers love how fast it is to check in and out with our new system, and they really appreciate the opportunity to deal with the service advisor from start to finish,” added Duensing.

“With the creation of our BDC,” said Mr. Summers, “our cashiers are now part of a three-person Business Development Center team consisting of Team Manager Jennifer Lewis, Christine Kling and Haley Gilbreath. This team provides a support role to our service advisors.” You can schedule service appointments through the BDC, and they are available to answer your phone calls and provide status information. The Bill Knight Ford BDC provides customers an upscale service experience.

Mr. Knight adds, “We pride ourselves on our ability to adapt to the changing needs and desires of our loyal clientele to make the service process more convenient and transparent. We continue to listen, learn and make improvements to all areas of our business to ensure we continue to promote lifetime relationships in both sales and service.”

For more information, contact

Bill Knight Ford

www.billknightford.com

About Author Duane Blankenship

Blankenship graduated from the University of Oklahoma and has enjoyed a lifetime career in advertising. He started his own advertising business in 1993 and enjoys creating graphic art and writing. Hobbies include hunting, fishing and pencil drawings. Duane and his wife, Janice, have been married over 50 years and are active in their church and community. He has been a contributing writer for Value News/Values Magazine since 2005.