Veteran automobile business executive John Gonzalez was appointed service director of Centennial Hyundai July 1 and he immediately went to work bolstering his department with several changes.
First, he scheduled his employees’ shifts to meet his customers’ needs. He then added service valets to greet the customers and make sure the vehicles were promptly pulled up to the service drive after the service was completed.
“In this business, everything is customer service oriented,” said Gonzalez. “There are so many competitors and you must be better than anyone else in the business. You have to build trust and take care of people. It’s about wowing your customers and providing the best possible service.”
He said his business can live or die by the Hyundai Service Index. Through the index, customers rate their experiences.
“To maintain an excellent survey, we must cover every possible aspect ranging from greeting customers to the work performed and the follow up,” Gonzalez said.
He said General Manager Chance Slingerland has supported his changes, which included adding personnel.
“The service element of the car business is ever-changing,” Gonzalez said. “Technology is changing so quickly the company and the employees must constantly invest in continuing education to keep up with the changes.”
In the past two months, the dealership’s service business has skyrocketed, according to Gonzalez.
“The increase in business tells us that we’re doing the right thing in how we treat and handle our customers,” he said.
He also credits Hyundai’s craftsmanship, which has generated increases in sales that resulted in more service customers.
Centennial Hyundai is at 6200 Centennial Center Blvd.
For more information, call 702-483-2200 or visit www.planetlv.com.