Denny Menholt Rushmore Honda continues to demonstrate top-notch customer service, and as confirmation Honda recently awarded Express Service Elite status to our service department.
Rushmore Honda’s service and parts manager Jason Rearick said to qualify for the award, service departments must first apply to participate in the Express Service program. Then, if they exceed strict criteria in several customer service categories, they receive the Elite designation. The four criteria, evaluated through surveys, are:
- Time to complete service
- Fairness of charges
- Review of multi-point inspection checklist with customer
- Time to complete service (oil change) is less than 45 minutes
It’s the second year in a row and third total for the service team to achieve Elite status, which Rearick said is a point of pride. They start talking about the Elite criteria at the beginning of the year, discussing what they need to do to provide customers with the best possible experience — both in and out of the Express Service lane.
“It’s important to them,” Rearick said.
What’s the secret to being an Elite team? While timeliness is a significant factor, Rearick noted that simply rushing customers through the service drive won’t do.
“You still have to have good service work,” he said.
Some of it comes from setting an expectation of excellence within the team, Rearick said. When people are given a challenge, they rise to the occasion.
“I just set the expectation, and people do it,” he said.
It also helps to have a team of longtime employees, who can build camaraderie with returning customers and with each other. That longevity gives them a chance to build on their successes and improve over time. Mostly, Rearick credits his team for their good attitudes and strong commitment to customer service.
“People are happy to work here,” he said.
Need to schedule service with our award-winning team? Click here to use our online scheduler, or call us at 605-348-4468. We look forward to seeing you!