HomeMy WebLinkAboutTimes Advocate, 1989-04-19, Page 29Times -Advocate, • 19, 1989
When it comes to service
the choice is obvious
When Frayne C1.ev-Olds owner Mike Williamson looks
into the future he sees the service department shedding
its "back shop" image and becoming the most important
tool of the sales department.
"Advances in technology and vast improvements in quali-
ty for all auto makers will bring the fight for market share to
the dealership floor," Williamson said. With product and
prices being only marginally different he sees auto buyers
flocking to the dealership with the most professional ser-
vice department.
"If most other phases of the decision about where to pur-
chase your next car or truck are equal it makes good consu-
mer sense to seek out the dealership with the best service
department, WIliamson said.
Service manager Bruce Hodge agrees. "We can feel just-
ly proud of our service department," Hodge said.
"Customer satisfaction is number one at Frayne Chev-Olds
and our staff repeatedly show this by their exceptionally
high standards and achievements," he said. "Just talk to
our management staff or technicians and you'll understand
the Frayne commitment to look after your total automobile
care needs," Hodge concluded.
Frayne technicians are encouraged to participate in vari-
ous factory training programs and to compete against em-
ployees of other dealerships. "It keeps us sharp and the
end result is better service for our customers," Williamson
said.
An example of this is the recent competitions held for
London Zone GM technicians where approximately 500
people were eligible to qualify for Master Technician status.
One hundred dealerships were involved.
After everyone was given a chance to prove themselves
as Master Technicians the group shrank to 25... and five of
these were from Frayne's (Two more of Frayne's techni-
cians had already qualified in previous contests.)
What an accomplishment again this year for the Frayne
• Technicians. Twenty percent of these 25 outstanding'
we� C�a�
:::.......
•
...................
technicians are on the Frayne team leaving the other 99
dealers to share the remaining 80%.
As well as awarding GM Master Technician status the fac-
tory selects the top point achievers to compete in an
"Hands On" competition to declare a Grand Master Techni-
cian in his category.
Frayne Chev-Olds president
Mike Williamson is pleased to
announce that Howard Neeb
is a Grand Master Specialist
qualifier in his category of front
end and steering systems.
Neeb and only one other
technician in the London
Zone are invited to compete at
this advanced level. Several
GM service training and tech-
nical representatives will set
up this one -day competition
and the winner will be recog-
nized as the Grand Master
Specialist London Zone.
Over the past five years
Frayne Chev-Olds technicians have done extremely well in
these competitions claiming overall Grand Master Techni-
cian in 1983.
Steve Talbot was one of nine in all of Canada along with
Don Brunzlow, Bill'Yule, Peter Vanderburgt and Tom Tord-
off achieving Grand Master Status each year since the in-
ception of the awards.
One of the newest members of the team, Doug Wise
achieved Master Technician recognition this year as well as
getting a "Gold Ring" award for successfully completing 15
years with an average of 90% in the GM Technician's Guild
Exams.
Service manager Bruce Hodge again this year has had his
performance recognized by GM. He remains a member of
the General Motors Service Managers Honor Club, an or-
ganization which marks attainment of superior standards of
service management and customer satisfaction.
The Customer Service Indicators show Frayne With a rat-
ing of 97.4%
25 Technicians from 100 dealerships are Masters,
SEVEN OF THEM ARE FROM FRAYNES
29
Frayne Chev-Olds Professionals, From the teff - Tom Tordoff, Doug Wise, Don Brunzlow, Steve Talbot, Bruce Hodge, Bill Yule, Peter Vanderburgt, Don Wareing, Travis Robinson, Mike Williamson
and Howard Neeb. Absent when photo wr-P--:a
erVi. 06-47- will
make the
diffe.rence
•.t. • .•rre..crsmrn•Asal•aasix wrr- - ,oas •..,.•..�
Master Techn;cian,. y, ; -
dealership in tong Region
20 out of 49::
% of Master Technicians
on Frayne's s:3ff - 7 out of 7