Are the highline luxury brands all that different from the domestics when it comes to vehicle service?
The newest managers at two stores along Brooklyn Boulevard are finding out, as they bring decades of high end brand experience to Brookdale Chevrolet and Brookdale Chrysler.
Those who sit down with Service Manager Brett Dahlgren in Brookdale Chevrolet’s 60-stall department will find an unusually calm person in a world filled with hoists, technicians and warranty work.
Dahlgren said he doesn’t yell, scream or swear. “There’s not a whole lot I haven’t seen. It’s not worth getting too excited about,” he said. Things will work out.
The success of a service operation depends mostly on the systems that are set up and the people who work them, the manager explained. Every day, he reminds his staff about the importance of customer satisfaction and holds people accountable.
New Brookdale Chrysler Service Manager Michael Feyen said no matter what the vehicle, people still expect what they deserve. He managed service for the same Japanese highline marque as Dahlgren.
While the clientele is different, it’s not that different, he said. The old adage of treating people how they like being treated rings true.
Dahlgren said a high volume of recalls can give staff members the impression that the service work will just keep coming, but this isn’t always the case. After a few months at Chevy, customer satisfaction numbers were on the rise.
Feyen said the Chrysler store is seeing a lot of Lexus and Acura customers trading for Jeeps, where sales are up 20 percent, year over year.
In one way, the two managers find themselves in the same boat as they were before, as friendly competitors working for the same company.