The Luther Automotive Group

Top performers in service, parts

Fixed Operations ‘Best of the Best’

Service
1. Bloomington Hyundai
2. John Hirsch’s Cambridge Motors
3. Brookdale Toyota Scion
4. Park Place Motors
5. Burnsville Volkswagen
6. Mankato Honda
Parts
1. Luther Nissan Kia
2. Park Place Motors
3. Brookdale Chrysler Jeep Dodge
4. Jaguar Land Rover Minneapolis
5. Brookdale Toyota Scion
6. Brookdale Honda
Collision & Glass
1. Luther Collision & Glass, Fargo
2. Luther Auto Glass
MVP Award
Scott Fortune, Brian Stevens  Brookdale Chrysler
Mel Messer  Luther Custom Colors
Tom Glansman, Rick Larson  North Country Ford
Steve Boyd, Dave Rasmussen  Hudson Chevrolet GMC

Luther’s “Best of the Best” recognition is an annual tradition that highlights the highest performing service and parts departments, and the 2014 winners are some familiar names.

Bloomington Hyundai was number one for service, and has been in the top five for the past four years, said Service Manager Nick Ciardelli.

“I attribute it to good CSI (customer satisfaction index) and people coming back into our store,” he said.

The store is ranked 47th out of 850 Hyundai dealerships and customer retention in service hovers around 75 percent.  Its car buyers return for their first maintenance visit at an 85 to 90 percent rate.  “It’s all the people on the front line that keep these people coming back,” the manager said.

One of the winners of the newly added “MVP Award,” which reflects on the most improved department, was Service Director Tom Glansman with North Country Ford.  “We did make up a lot of ground,” said Glansman.

Creating an environment where everyone’s opinion counts, and surrounding yourself with people who share a “customer first” motto is Glansman’s way.  “Creating user friendly processes that everyone can follow has been key” he said, “rather than having many different processes, which leads to a situation where ‘the right hand doesn’t know what the left hand is doing.’”

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