Times-Advocate, 1987-06-10, Page 3Times-Advocote, June 10, 1987 Pa • e 3
Frayne Technicians are Superstars in
Recent General Motors Competition
Bruce Hodge
Member Service Managers
Honours Club
Don Brunzlow
Grand Master Technician
4,1
Steve Talbot
Grand Master Technician Master Technician
Tom Tordoff
QUESTION - What does the average
automobile owner look for first in a
dealership service department?
ANSWER - They want repairs done right the
first time.
If you bring your vehicle to Frayne Chev-
Olds you can be assured of the best possi-
ble service.
Also, if you're looking for a new vehicle
it's comforting to know that it has been
thoroughly checked by professionals before
it leaves the dealership.
QUESTION - Where can 1 find technicians
to give me the service 1 expect and
deserve ?
ANSWER - Read the following article about
the technicians at. Frayne Chev-Olds in
Exeter.
Six Frayne Chev-Olds technicians are
among only 13 of over 1,000 eligible con-
testants who succeeded recently in gaining
recognition as a Master Technician.
Each contestant had to score at least 85%
of better to qualify as a Master Technician.
In addition the top five of the 13 qualified
as Grand Master Technicians with two of
these five coming from F ayne Chev-Olds.
Mike Williamson, own(er of Frayne's says
that while most dears say their service
shop is good "we can prove it."
The Frayne staffers who are impressing
General Motors officials and are -leading the
technicians from 102 dealerships in the Lon-
don Zone are: Don Brunzlow, Grand Master
Technician; Steve Talbot, Grand Master
Technician and Master Technicians Howie
Neeb; Tom Tordoff; Peter Vanderburgt and
Bill Yule.
Howie Neeb
Master Technician
Service manager Bruce Hodge has also
faired well in GM competitions. Bruce has
joined an elite group who are members of
the Service Manager's Honours Club.
"Our
Service Dept.
is the
cornerstone
to our
success �•
... Williamson
Williamson says the number of techni-
cians who placed so well in the competitions
is a direct result of the importance Frayne
Chev-Olds places on service.
He also credits the success of their six
staffers to the efforts of their service
management team: Bruce Hodge, service
manager, in charge of administration and
scheduling and Don Brunzlow, "resident
technical genius" responsible for training
and production, Bruce and Don make sure
everyone is familiar with all the rapid
changes in automotive technology.
Peter Vanderburgt
Master Technician
Bill Yule
Master Technician
Williamson believes the cornerstone of
Frayne's success in the area is the fact they
are able to offer the service. "To be com-
petitive and to continue to be successful in
the 80's you must have a service staff
capable of diagnosing, repairing and.
understanding today's complex vehicles,"
he stressed.
While sales at the Exeter dealership have
been excellent over the last several years,
their technical staff and service facilities
have kept pace with this growth. Any staf-
fer at Frayne's will tell you they will never
be too large to offer a personal level of ser-
vice. Every customer can count on getting
priority treatment.
Bruce Hodge emphasizes that "we service
all makes, regardless of where they were
purchased , but our own customers will
always have a priority."
Another thing that has Williamson
positively ecstatic this year is the fact that
their customer satisfaction index has in-
creased from 96% last year to 97% this
year. He explained that GM contacts Frayne
purchasers after they have owned their
vehicles for at least six months to see if they
are satisfied with their product ,and the level
of service they have been receiving.
A 97% customer satisfaction rating is ex-
ceptional, but Williamson will be trying to
exceed this. mark for next year's ratings. He
really believes there is a good chance to
have every customer totally satisfied.
Somehow, with leadership like William-
son, Brunzlow and Hodge and a technical
team of Grand Master Technicians and
Master Technicians you get the feeling that
Frayne's could reach the elusive rating of
100% totally satisfied customers.
•
Frayne Chev-Olds, Exeter was well represented at a recent GM awards night in London. From the left
are: Bruce Hodge, Mike Williamson, Tom Tordoff, Peter Vanderburgt, Steve Talbot, Howie Neeb and
Don Brunzlow.