AVON – Genesee Valley Chrysler Dodge Jeep, a dealership of Genesee Valley Motors, has won an FCA Customer First Award for Excellence, the first in the region to do so.
According to a press release from Genesee Valley Motors, they are one of only 124 Chrysler, Jeep, Dodge, Ram and FIAT dealerships in the nation and the only dealership in the Rochester region to earn a FCA Customer First Award for Excellence.
“I am honored that Chrysler has recognized the culture of Genesee Valley that has set us apart from all their other dealers in Rochester,” said Dom Genova, owner of Genesee Valley Chrysler Dodge Jeep. “It’s a testament to our people and our ‘no-nonsense’ philosophy.”
Dealers must achieve goals in five core ‘pillars’ to earn the Customer First Award for Excellence designation; facility, customer processes, performance, employee survey and training certification.
FCA US created the Customer First Award for Excellence with its dealer partners and J.D. Power to elevate customer satisfaction with the dealerships with a specific focus on the sales and service experience, employee training and facility condition.
Genesee Valley Chrysler Dodge Jeep completed all of the required program goals from Jan. 1 to June 30, 2016. A second group of award winners will be announced in early 2017 when they complete their certification requirements.
“We are extremely impressed with the accomplishments these 124 dealerships have been able to achieve in a short amount of time,” said Al Gardner, Head of Network Development, FCA – North America. “We gave our dealer body, the challenge to join us in focusing on increasing our customer satisfaction, loyalty and service retention and through the core pillars of this initiative; these dealers have shown that it’s achievable. These dealerships will be able to proudly differentiate themselves as elite stores by being winners of the inaugural Customer First Award for Excellence.”
The Customer First Award for Excellence initiative was rolled out to dealerships in October 2015. Dealers participated in cross-country workshops where they learned of award requirements and dealership best practices. Some have worked with independently contracted Customer Experience Specialists in order to seek the highest levels of process and procedure improvements to ensure an increase in customer satisfaction.
Since program rollout, national Sales Advocacy scores, Fixed First Visit scores and Service Advocacy scores have all risen to the highest in our history. All of the tools and goals within the program are designed to focus on building a relationship with the customers.
Head of Parts and Service (Mopar), FCA – Global, Pietro Gorlier explains, “The Customer First program has enabled our dealer’s focus to be drawn to the customer experience. The program sheds light on customer touch points throughout the service experience at the dealerships and enables dealers to exceed our customers’ expectations.”
Genesee Valley Chrysler Dodge Jeep will be able to use the inaugural Customer First Award for Excellence logo in all advertising and marketing efforts. They received a plaque, executive acknowledgement letter, differentiated search results on brand websites, and a dealership-wide award luncheon.