HARLINGEN — The results are in and Bert Ogden Chrysler-Dodge-Jeep-Ram has been chosen as a winner of Fiat-Chrysler Automobiles’ Customer First Award of Excellence.
The Harlingen dealership was chosen as one of the best in the nation for its combination of sales, service, employee training and customer service.
“We’re excited about winning the award,” said Troy Flores, General Manager at Bert Ogden Chrysler-Dodge-Jeep-Ram. “It all starts with Mr. Vackar’s mindset that nothing is more important than customer service.
“Customer service means doing the right thing at all times. Whatever it takes to make our customers happy, Mr. Vackar has allowed us to do that.”
Bert Ogden is one of 387 dealers to win this year’s award — a select percentage of the 2,600 stores nationwide.
Dealers must achieve rigorous goals in five core areas to earn the Customer First Award for Excellence designation:
• Facility – Customers consistently find dealerships to be clean, convenient and comfortable. Facilities are certified every six months
• Customer Processes – Dealer consistently executes processes for key customer interaction points, such as sales negotiation, delivery and follow up
• Performance – Dealer achieves required high level of satisfaction in customer sales and service satisfaction surveys
• Employee Survey – Survey employees annually, share findings with employees and act on the feedback and results
• Training Certification – Dealership personnel meet minimum training requirements for sales, service, parts and technical staff
“You could say it was hard to win this award,” said Flores. “But a lot of it has to do with the facility and the people who are working here. Their hard work makes my and Mr. Vackar’s jobs very easy. They did everything necessary to make sure we were on top in customer service.”
Bert Ogden Chrysler-Dodge-Jeep-Ram is not resting on its laurels. The dealership has already begun taking steps to win the award again next year.
“Adrienne, our customer service manager, has taken the ball and run with a lot of ideas that they had for us,” said Flores. “That includes a new child playroom area on the showroom floor and we’re continuing to add to our service and parts facility. It’s all customer oriented.”
“I really enjoy helping customers and we’re striving to do that again this year,” said Customer Service Manager, Adrienne Roseberry.
“Hopefully we’ll do our best like we did last year and our customers will see it and recognize our ability to provide a higher level of service, both during the buying process and beyond.”
