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There aren‘t many automobile Ljealerships who maintain a fullâ€" time customer service manager. But Lenore Thomas‘ only job is to ensure that the customer satisfaction index (CS1) at Towne Chevâ€"Olds is as high as it can possibly be. To help employees develop an lwareness of and commitment to "jstomer satisfaction, Thomas instiâ€" uted the Customer Satisfaction xpert system in which employees o from buttons to bronze, silver gold pins, finally arriving at the p level where they are awarded a atch. This index is one of the most mportant standards General Motors ises to judge its dealerships. The determination is based on commendations by both cusâ€" mers and fellow employees. menic Almonte, a technician in We think it‘s important to keep th customers and employees ppy." says Thomas. "We have lilt such an enthusiastic team here ow that we actually have cusâ€" mers tell us how friendly this ace is." Every other month, Towne offers s new car buyers a "Customer fientation Seminar." These inforâ€" al evenings give them an opportuâ€" y to chat with mechanics and 1ance. Twice a year, the dealership ites Mary jackson, a nationally wn speaker and mechanic, to nt free "Women at the Wheel" inars, offering technical advice yman‘s lingo. And how many dealerships do u know who host blood donor nics regularly? Or service departâ€" ie service department was recently warded the first watch. "He‘s always johnnyâ€"onâ€"theâ€"spot ith a smile," wrote one customer. Dealership loves its customers s fiNATIONAL CELLULAR: Dad ... what more could you ask for? 9 Devie Rd. #1 a bit about preventative mainâ€" * Mercedes * Porsche * Audi * BMW + VW + Jaguar * Triumph *« MG + RR NT Bell Mobility 8458163 43909 TOWNE CHEVâ€"OLDS ellular Plu Every mechanic has his or her own computer; when a mechanical Collision) and 27â€"bay mechanical repair department enables problems to be dealt with quickly and effiâ€" cientlv. Not only is there a convenient driveâ€"in service area, but a 25â€"bay boc_i_)_' shop (known as Trafalgar The service department has a high level of repeat business. Service Manager, Sam McAlpine believes that the quality of the serâ€" vice at Towne is the reason. This kind of service and the improved quality of the North American product are taking a large bite out of the import market. In addition, Towne‘s leasing departâ€" ment leases not only Chevrolet, Oldsmobile and Geo but any make or model of vehicle. Purchasers of 1993 vehicles can call the 1â€"800 number 24 hours a day and GM will dispatch the nearâ€" est tow truck to their aid, free of charge. Although the original OQueenston Towne has been on the site since 1971, President Glen Yates opened Towne‘s smart, new, modernized showrooms and service department only three years ago. During this time, GM sales have been steadily increasing, especially with the introâ€" duction of a new warranty program. The 60,000 mile, threeâ€" year coverâ€" age has now been augmented by the GM Roadside Assistance program. OAKVILLE 828â€"9200 There‘s a lot that‘s unique about this dealership. They even have a cafeteria called EIma‘s Place right in the building. One can relax over a full breakfast or just a snack and enjoy a complimentary newspaper while waiting for the car to be serâ€" viced. ments offering complimentary Vehicle Emergency Service to cusâ€" tomers at Oakville Place. entre S service to everyone, no matter what kind of car you drive. We . 7 A ROAD want your service business and think "Towne Service" gives us a l AT THE Q.E.W. OAKVILLE ompetitive advantage. I hope you‘ll give us a try! For example, GM‘s "Goodwrench Service Plus" offers a lube, oil and filter change for only $24.95, including parts and labour....and they guarantee it‘s done in 29 minutes or the next one‘s free. Customers are even invited into the service bay to watch and ask questions. And where else would you see a customer come in and hand Sam a box of chocolates (Laura Secord, no less) to say "thanks to the guys out back"? . "We have tremendous followâ€"up, too," says McAlpine. "Within 48 hours, customers get a call from someone in the sales office to ask how they were treated. That way we get an unbiased opinion." And while many of us resist going to dealers with regular mainâ€" tenance and repairs, McAlpine chalâ€" lenges consumers to compare prices. Their "menu pricing" means that there‘s a set price for the job. Customers are encouraged to complete postageâ€"paid comment cards that accompany every invoice. difficulty is diagnosed, the computâ€" er automatically produces a work order for the mechanic most compeâ€" tent to handle it. The parts locator computer can scan the inventory of 40 dealerships in the area to locate parts Towne‘s own parts department may not have on hand, despite maintaining a $400,000 inventory. FREE 000 TOWNE Bring your car into TOWNE CHEVâ€"OLDSâ€"GEO Monday to Thursday between 7 a.m. & 9 p.m., Friday between 7 a.m. & 6 p.m., or Saturday between on poy ony 24 :44 LUBE, OIL & FILTER @ anca pay only COMPLETE J YOUR LUBE, OIL & FILTER WILL BE COMPLETED IN2Q MINUTES, AND YOUR CAR WILL BEWASHED, OR YOURNEXT ONE 1S FREE! HONDAS, FORDS, CHRYSLERS, TOYOTAS, NISSANS Etc. are all welcome! (Note: We use only high grade Quaker State Oil and factoryâ€"specific filters Taxes extra.) This offer applies no matter what you drive * Plus twors, administration, icanse and $699. treight & POL. This offer "Serving Oakville for over 20 Years" 1091 SPEERS ROAD * 842â€"8400 MSRP $14,598 € DISCOUNT $1,111 _ ® OAKVILLE TOYOTA‘S PRICF A BRAND NEW CAR _ WITH A FAMILIAR {I’I\\ME THE ‘983 COROL * OAKVILLE TOYOTA AND YOUR 4TH IS GN US! PLUS THIS GREAT LIST OF FEATURES: Toyota‘s performance Magship has been totally redesigr October, 1993 introduction, the Supra Turbo brings to th that boosts horsepower from the current 232 to a rousing Jumped from 254 to 315 pounds/feet at 4,000 rpm. The Toyota product to use a 6â€"speed manual transmission, pro speed and closer ratios for responsive acceleration. Despite and passenger side airbags, larger wheels, tires and brakes than the previous version. THE nEew Supra **DELIVERY BY JUNE 30, 1993! Hurry ... see us today! Offer strictly limited! H( "Towne Service" It‘s not a fancy name because | _ _3 _ _ the idea is simple â€" give the consumer exactly |\@ _‘ é what she or he wants: great service at a great |ig _ %@ price. To me, this means convenient hours, a â€"â€" friendly staff and work that is performed Glen Yates accurately and quickly at a competitive price. We‘ll back our service up with a guarantee and we‘ll wash and inspect your vehicle. But more importantly, we want to offer this service to everyone, no matter what kind of car you drive. We want your service business and think "Towne Service" gives us a competitive advantage. I hope you‘ll give us a try! President‘s Message may not be combined or used in combination with any other offer. been totally redesigned for 1994 ‘signed for 1994. Scheduled for o the streets a twinâ€"turbo setup sing 320. Engine torque has also The ‘94 Supra Turbo is the first providing for tall gearing at high *60/4 9 seste [1l n T m ‘ improvements, driver car actually weighs less pl )9 n it tire | f â€"*** > M ; EII Automotive â€" A5 Id in customer satisfaction in the Metro area!