Automotive News - September 19, 2016 - Supplement - S11

SPECIAL ADVERTISING SUPPLEMENT REWARDING EXCEPTIONAL CARE Every month, customers, employees and managers at Greg Heinrich's four General Motors dealerships can nominate a staff member for exceptional behavior and customer service. Heinrich has a monthly lunch to recognize those nominated for exceptional service; then quarterly, the company draws one name at random from among those nominees and sends the winner to Disneyland for two days, with $500 in spending money. The dealership's "wall of fame" plaques list the exceptional employees. One of Heinrich's favorite recent nominees is an employee who was ready to leave the dealership at the end of his shift when a service technician came to him in need of a part to complete the job on a customer's car. The parts department was locked up for the day. "The employee shut off the alarm, got the part and stayed well after his shift to make it all happen," Heinrich says. "Things like that help you be a customer-focused shop." Heinrich's father moved his family to Las Vegas to open Fairway Chevrolet in 1969. "He looked for seven years before finding the right location for a dealership, and I'm so glad he chose Las Vegas," says Heinrich, who now owns that original Chevy dealership, in addition to Henderson Chevrolet, Pahrump Valley Auto Plaza and Fairway Buick GMC, all in the greater Las Vegas area. And he proudly notes that two of his three daughters currently work at the dealerships and have attended the NADA Dealer Academy. He's also proud of how his business, like many other dealerships around the country, weathered the 2008 financial crisis and the General Motors bankruptcy. Post-bankruptcy, when Chevy began sending some dealership employees to the Disney Institute for special customer-service workshops, Heinrich says, "Our group really embraced that. Greg Heinrich "When someone's shopping for a car or truck, we know they're coming, we know what they're looking for, and we know they want a streamlined process...We try to do all that." "We had the great product and facility, but we were missing the people culture. Now it's become the mantra in how we go to market," he says. His dealership employees follow the "10-foot rule": If they see a customer within 10 feet, they say hello and ask if they can help or answer any questions. Appearance counts, too. In the winter, employees wear dealership-logo sweaters or jackets and name badges. In the hot Nevada summers, they switch to polo shirts with the dealership logo. "Sometimes you walk into a dealership and you have to ask who's the customer and who's the staff, because of the way the staff is dressed," Heinrich says. "That's not the case here." He says it's also important that the dealership staff remains in communication with customers and then communicates in the way those customers request. "When someone's shopping for a car or truck, we know they're coming, we know what they're looking for, and we know they want a streamlined process," he says. "We try to do all that." The little touches create an environment where "people get a good feeling when they enter our stores," he says. "They don't feel they are going to be attacked by a salesperson. The golden rule for us is to treat customers the way we'd like to be treated." SEPTEMBER 2016 / ally / 11

Table of Contents for the Digital Edition of Automotive News - September 19, 2016 - Supplement

Automotive News - September 19, 2016 - Supplement - Intro
Automotive News - September 19, 2016 - Supplement - S1
Automotive News - September 19, 2016 - Supplement - S2
Automotive News - September 19, 2016 - Supplement - S3
Automotive News - September 19, 2016 - Supplement - S4
Automotive News - September 19, 2016 - Supplement - S5
Automotive News - September 19, 2016 - Supplement - S6
Automotive News - September 19, 2016 - Supplement - S7
Automotive News - September 19, 2016 - Supplement - S8
Automotive News - September 19, 2016 - Supplement - S9
Automotive News - September 19, 2016 - Supplement - S10
Automotive News - September 19, 2016 - Supplement - S11
Automotive News - September 19, 2016 - Supplement - S12
Automotive News - September 19, 2016 - Supplement - S13
Automotive News - September 19, 2016 - Supplement - S14
Automotive News - September 19, 2016 - Supplement - S15
Automotive News - September 19, 2016 - Supplement - S16
https://www.nxtbook.com/nxtbooks/crain/an3435609782TWTKL_supp
https://www.nxtbook.com/nxtbooks/crain/an2737646517HKDWS_supp
https://www.nxtbook.com/nxtbooks/crain/an2746596872HIAJD_supp
https://www.nxtbook.com/nxtbooks/crain/an4955867723FWRSS_supp
https://www.nxtbook.com/nxtbooks/crain/an1326535475LMTIM_supp
https://www.nxtbook.com/nxtbooks/crain/an3887461294KHGFY_supp
https://www.nxtbook.com/nxtbooks/crain/an3245837562PLINN_supp
https://www.nxtbook.com/nxtbooks/crain/an4756684734HIGTK_supp
https://www.nxtbook.com/nxtbooks/crain/an8475647221RWSTS_supp
https://www.nxtbook.com/nxtbooks/crain/an4475637112TIGSM_supp
https://www.nxtbook.com/nxtbooks/crain/an4472236451GHTLT_supp
https://www.nxtbook.com/nxtbooks/crain/an8875623549CBWAF_supp
https://www.nxtbook.com/nxtbooks/crain/an2713984755IBPIT_supp
https://www.nxtbook.com/nxtbooks/crain/an2365889566CBASA_supp
https://www.nxtbook.com/nxtbooks/crain/an2713985847ISTTW_supp
https://www.nxtbook.com/nxtbooks/crain/an9826351139SHNKT_supp
https://www.nxtbook.com/nxtbooks/crain/an4239576129HTSKA_supp
https://www.nxtbook.com/nxtbooks/crain/an4859867123HPGMF_supp
https://www.nxtbook.com/nxtbooks/crain/an9875632144BLASA_supp
https://www.nxtbook.com/nxtbooks/crain/an5948576134HMTFC_supp
https://www.nxtbook.com/nxtbooks/crain/an4958670126PBWGM_supp
https://www.nxtbook.com/nxtbooks/crain/an9384756453JBFPW_supp
https://www.nxtbook.com/nxtbooks/crain/an8395756432AMIHC_supp
https://www.nxtbook.com/nxtbooks/crain/an9405856762CSFLS_supp
https://www.nxtbook.com/nxtbooks/crain/an3873120954AMTCW_supp
https://www.nxtbook.com/nxtbooks/crain/an8097364512SITPF_supp
https://www.nxtbook.com/nxtbooks/crain/an3478925478LIALS_supp
https://www.nxtbook.com/nxtbooks/crain/an9894756324SSFTL_supp
https://www.nxtbook.com/nxtbooks/crain/an5847323487AICCS_supp
https://www.nxtbook.com/nxtbooks/crain/an3874321237DILDC_supp
https://www.nxtbook.com/nxtbooks/crain/an8784431649FWCWY_supp
https://www.nxtbook.com/nxtbooks/crain/an8392274512LCCSM_supp
https://www.nxtbook.com/nxtbooks/crain/an5623423988AMCTW_supp
https://www.nxtbook.com/nxtbooks/crain/an9384756213BALRS_supp
https://www.nxtbook.com/nxtbooks/crain/an9382218435SPOMB_supp
https://www.nxtbook.com/nxtbooks/crain/ANshowdaily80819
https://www.nxtbook.com/nxtbooks/crain/ANshowdaily80719
https://www.nxtbook.com/nxtbooks/crain/ANshowdaily80619
https://www.nxtbook.com/nxtbooks/crain/an3214543326LCFPC_supp
https://www.nxtbook.com/nxtbooks/crain/an9381127498RISGS_supp
https://www.nxtbook.com/nxtbooks/crain/an8473635224CDSLM_supp
https://www.nxtbook.com/nxtbooks/crain/an8373746387BIMHS_retail
https://www.nxtbook.com/nxtbooks/crain/an7698534210IRHTD_supp
https://www.nxtbook.com/nxtbooks/crain/an8447751218IHAGC_supp
https://www.nxtbook.com/nxtbooks/crain/an8576321197WMPRC_supp
https://www.nxtbook.com/nxtbooks/crain/an6399112438IRHAH_supp
https://www.nxtbook.com/nxtbooks/crain/an8736450912ADGJT_supp
https://www.nxtbook.com/nxtbooks/crain/an8700873122RNARH_supp
https://www.nxtbook.com/nxtbooks/crain/an1093836455HAGTA_supp
https://www.nxtbook.com/nxtbooks/crain/an9808765635GTJTW_supp
https://www.nxtbook.com/nxtbooks/crain/an6525367432FHMLB_supp
https://www.nxtbook.com/nxtbooks/crain/an8597421143MCFPA_supp
https://www.nxtbook.com/nxtbooks/crain/an4298726547VWGGA_supp
https://www.nxtbook.com/nxtbooks/crain/an7799856412ILBOV_supp
https://www.nxtbook.com/nxtbooks/crain/an2056982648AHHIA_supp
https://www.nxtbook.com/nxtbooks/crain/an5678154982IEHDT_supp
https://www.nxtbook.com/nxtbooks/crain/an0211270720DPISS_supp
https://www.nxtbook.com/nxtbooks/crain/an2325269754PSINO_supp
https://www.nxtbook.com/nxtbooks/crain/an5627892889EASBC_supp
https://www.nxtbook.com/nxtbooks/crain/an4778021396LTBFA_supp
https://www.nxtbook.com/nxtbooks/crain/an1549365874TIUIG_supp
https://www.nxtbook.com/nxtbooks/crain/an9685896971RTQAT_supp
https://www.nxtbook.com/nxtbooks/crain/an3126539765SSIKM_supp
https://www.nxtbook.com/nxtbooks/crain/an2348716424IHBFN_v2
https://www.nxtbook.com/nxtbooks/crain/an2713112513DPIAA_GEDsupp
https://www.nxtbook.com/nxtbooks/crain/an2713112513DPIAA_GIEsupp
https://www.nxtbook.com/nxtbooks/crain/an5740978765KIYTC_v2
https://www.nxtbook.com/nxtbooks/crain/an8786483429YWIRB_v2
https://www.nxtbook.com/nxtbooks/crain/an1441850607BCEKP_supp
https://www.nxtbook.com/nxtbooks/crain/an2231982341SHRK_supp
https://www.nxtbook.com/nxtbooks/crain/an9824752309LOLIKP_supp
https://www.nxtbook.com/nxtbooks/crain/an8849332574YIKP_supp
https://www.nxtbook.com/nxtbooks/crain/an3756575112SAIKPv2
https://www.nxtbook.com/nxtbooks/crain/an7389812526DOQKPv2
https://www.nxtbook.com/nxtbooks/crain/an7474633298JQMKPv2
https://www.nxtbook.com/nxtbooks/crain/an8763487432NAOKPv2
https://www.nxtbook.com/nxtbooks/crain/an3748383922LRGKPv2
https://www.nxtbook.com/nxtbooks/crain/an8347508927POTKPv2
https://www.nxtbook.com/nxtbooks/crain/an9610620377FSKKP_supp
https://www.nxtbook.com/nxtbooks/crain/an4981263095CBNKP_supp
https://www.nxtbook.com/nxtbooks/crain/an6723445245SDFLF_supp
https://www.nxtbook.com/nxtbooks/crain/an4862340134FSEJC_supp
https://www.nxtbook.com/nxtbooks/crain/an4596813450LQFCN_supp
https://www.nxtbook.com/nxtbooks/crain/an2348692346SDGCN_supp
https://www.nxtbook.com/nxtbooks/crain/an1634224522ASDLC_supp
https://www.nxtbook.com/nxtbooks/crain/an0267104334RTSJC_supp
https://www.nxtbook.com/nxtbooks/crain/an6029878560PGSCN_supp
https://www.nxtbook.com/nxtbooks/crain/an5214469855HGBKP_supp
https://www.nxtbook.com/nxtbooks/crain/an1062061234GSGBL_supp
https://www.nxtbook.com/nxtbooks/crain/an5038325406GSDCN_supp
https://www.nxtbook.com/nxtbooks/crain/an3992752354ASPLF_supp
https://www.nxtbook.com/nxtbooks/crain/an7986445324GHYCN_supp
https://www.nxtbook.com/nxtbooks/crain/an1455687392FTBTE_v2
https://www.nxtbook.com/nxtbooks/crain/an2289678453HBCLF_v2
https://www.nxtbook.com/nxtbooks/crain/an5633892673TBEKP_v2
https://www.nxtbook.com/nxtbooks/crain/an4663981572FBCJC_v2
https://www.nxtbook.com/nxtbooks/crain/ane_7746982457HCTBV_supp
https://www.nxtbook.com/nxtbooks/crain/an8994656823RVGCN_v2
https://www.nxtbook.com/nxtbooks/crain/an4566329884GVTLF_supp
https://www.nxtbook.com/nxtbooks/crain/an7466398157YCPTS_supp
https://www.nxtbook.com/nxtbooks/crain/an5334987156YBHBL_supplement
https://www.nxtbook.com/nxtbooks/crain/an2822679175GTHTS_bestpractices
https://www.nxtbook.com/nxtbooks/crain/an4893356182CJPCN_v2
https://www.nxtbook.com/nxtbooks/crain/an8388619274RBCCN_v2
https://www.nxtbook.com/nxtbooks/crain/an7833092572SPRBW_v2
https://www.nxtbook.com/nxtbooks/crain/an5533789923FTBLF_v2
https://www.nxtbook.com/nxtbooks/crain/an7884599237HYQJC_v2
https://www.nxtbook.com/nxtbooks/crain/an1335576249HBWKP_v2
https://www.nxtbook.com/nxtbooks/crain/an7855749033KPMLF_v2
https://www.nxtbook.com/nxtbooks/crain/an8946778932RBTTS_v2
https://www.nxtbook.com/nxtbooks/crain/an6735519136YBPMG_v2
https://www.nxtbook.com/nxtbooks/crain/an_20130318Top125
https://www.nxtbook.com/nxtbooks/crain/an3766500224HBPJC_v2
https://www.nxtbook.com/nxtbooks/crain/an_080612_supp
https://www.nxtbookmedia.com