It’s a phrase that gets bandied about a lot, ‘we have the best service’. Many businesses strive for excellence in customer service. For Bridges Chevrolet Buick GMC, their service department has taken the crown of Best Automotive Service at the 2018 BOB Awards. “That is something that I’m really proud of”, says Duane Lafreniere, Owner of Bridges Chev, “If anything, it’s just validation because we work really hard; our service manager Grant, all of our service advisors up front, our technicians, they all work really, really hard and do a really good job. And that’s not the easiest job in the world.”
Winning the award amongst all the other dealers and auto service businesses is a badge of honour, according to Lafreniere. “There’s a lot of really great service departments, even some of just the smaller service stations in town, they do a really great job. I think everybody does a good job, so for us to win that for best overall service department in North Battleford, I think that’s fantastic.”
Lafreniere believes that it’s because they truly try every day to put their customer first. “We really try to take care of everyone. So, when someone comes in. Even when someone who hasn’t bought with us, they’re just bringing it for service. Maybe someone’s passing through and has problems with their vehicle, we do everything in our power to accommodate them, to get it in, to fix it right.” Having to get your vehicle serviced is usually a grudge purchase. “I get bringing a vehicle into a service department is not a fun thing. Nobody wants to have a bill on their vehicle, that sucks. So we really try to be aware of that with our customers.”
According to Lafreniere, Integrity is a pillar of their business. “We do not believe in selling service that people don’t need.” He adds, “We are very up front and honest with our service department, we will tell a customer if there is something that they need to do, there is something wrong with their vehicle. But we will never try to upsell service, never.” He says what they try to do instead is tell people about the things that may be on the horizon and have their customers know that it is something that could be on the horizon.
Advances in automotive technology have made service departments even more reliant on technology themselves. “We have to have the latest technology, because all of our vehicles have the latest technology. So, in order to work on those vehicles, we have to be equipped to be able to work on those vehicles. And not everyone can say that, and I think that’s a big reason, when we talk about the BOB Awards and why we won best service department, it’s because we invest so heavily in our service department.”
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