Letter From Brad Sowers-Recalls And Service Woes

Letter from Brad Sowers
Dear Jim Butler Family Customers,
Thank you for being part of our family.  You know that we sincerely appreciate your business. We appreciate your help as we have grown to become the largest Chevrolet dealership in the Saint Louis Area and one of the top 50 dealers in the entire United States.  It has been a tremendous and sometime tumultuous ride!
I am writing this today to actually apologize to you, our loyal customers.  I know, and my team knows, that we have been incredibly overwhelmed in our service department.  No excuses, we have just been too busy to offer and complete our usual standards of business.
Our average service day usually consisted of 60-80 customers a day coming into our Fenton facility. Today we now average 140 customers per day in our service drive.  Many reasons why, but what matters to you is that we communicate and service your vehicle in the proper time required to get you back to your normal life.  We are getting better and I wanted to outline steps we have taken that should help mitigate your wait and get us back on track for excellent customer service.
Here are the steps we have taken:

1. We have added phone prompts to separate recall customers and quick lube customers from our standard warranty and customer work. This will focus two operators to handle nothing but our normal flow and it allows a new department to handle the influx of recalls coming in via the phone system. 
2. We have also designed a new recall form on our website that helps us speed up the recall process.  This will ensure that you receive priority service if your vehicle is involved in a recall. 
3. We have established a new division to handle recalls separately.  Kayla has been put in charge and she is communicating to those customers that need just recall services completed.  She is scheduling and providing whatever service you need to make your visit successful. 
4. We have also moved Rico into an apprentice job as a Service Advisor specifically on Monday to help with the emergency flow of customers. This will relieve your wait to meet with a Service Advisor as your bring your car in the door.  
5. We have refined our Quick Lube process (Powerhouse Coupon oil changes and rotates) to have a team of technicians just for you.  Lorenta runs this team fed by Mike and Rico.  Our goal is to get you in and out of there in 45 minutes.  
6. Our technicians are now working from 6 am to Midnight, 6 days a week, with our service drive open for customers until 8 pm M-F.  
7. We have added 4 new technicians, two more parts people and 2 more phone people to help with the extra volume.
8. Extra doughnuts , coffee and bottled water along with higher speed wireless network for the entire campus to match the demand of our new customers
9. We established a better customer satisfaction process.  If you are unhappy or feel we did not perform to your standards you can fill out the form right at the cashier’s window and as always you have access to me.  
10. We have put under contract 3.6 acres of ground and we are building a new service building with over 20 new Service bays and enough storage parking for 400 vehicles.  This will alleviate our parking issues we have been experiencing.  

I guess I wanted to let you know that we do understand how hard it has been to get ahold of us via the phone and how long it has taken to get your vehicle through the system.  It is just as frustrating to us and as I said before, no excuses.  We are changing and driving everything possible to make sure you are happy.  I appreciate your patience and most importantly your loyalty to Jim Butler Chevrolet.
Interesting Jim Butler Chevrolet facts:
• Did you know that we sell on average 220 new and 140 pre-owned vehicles every month?
• That we service over 3,780 vehicles a month?
• We have over 130 full time and another 10 part time employees at our Fenton location?
• We have over 125 Courtesy Transportation Vehicles available for overnight warranty work?
• We have two full time shuttles operating every day?
• We offer finance alternatives for new or pre-owned Chevrolets for those customers that have gone through divorce, medical issues or just have bad credit?
Thank you again for your patience and of course, thank you for being a great Jim Butler customer!  If you need to get a hold of me, email is the best (bradsowers@jimbutlerchevrolet.com ).

Sincerely,

Brad M. Sowers
Co-owner and General Manager

Chevrolet SS Sedan Adds Standard Automatic Parking Assist

Let's face it: parallel parking can be a pain. But with the Chevrolet SS Sedan's Automatic Parking Assist, it doesn't have to be!

The first Chevy to offer Automatic Parking Assist as a standard feature, the SS Sedan uses an ultrasonic sensing system to detect the width and depth of either parallel or reverse right-angle parking spaces. While the driver controls the throttle, transmission and brake, Automatic Parking Assist controls the steering inputs necessary to park the vehicle. Automatic Parking Assist works no matter if the driver is going forward or in reverse.

Automatic Parking Assist is just the latest safety enhancement that now comes standard on the Chevrolet SS Sedan. Other standard safety features include forward collision alert, lane departure warning, side blind zone alert, rear cross traffic alert, rear vision camera, eight airbags and Stabilitrak electronic stability control and full-function traction control, and six months of OnStar Directions and Connections.

Visit Jim Butler Chevrolet, the number one Chevy dealer in St. Louis, to test drive the new standard Automatic Parking Assist on the SS Sedan, and say goodbye to parallel parking frustrations forever!

8-Speed Transmission Added for 2015 Chevy and GMC Trucks and SUVs

Here at Jim Butler Chevrolet, we're excited about the fierce transmission that will become standard in certain Chevy and GMC trucks and SUVs in 2015.

For the new model year, which starts production in the fourth quarter this year, the vehicles with a 6.2-liter EcoTec3 V-8 engine will now have a longitudinal Hydra-Matic 8L90 eight-speed automatic transmission that comes standard. The new transmission is about the same size and weight as the one it's replacing and will provide a higher first gear to help with heavy loads and towing as well as enabling lower rear axle ratios to reduce engine RPMs at highway speeds.

The 2015 vehicles receiving the new transmission will include the Chevrolet Silverado, GMC Sierra, Yukon Denali and Yukon XL Denali.

Learn more about these and other improvements at Jim Butler Chevrolet, St. Louis' number one Chevy dealer.

Feature in Saint Louis BBB Blog

Our main priority at Jim Butler Chevrolet is you, the customer.  Our team works hard to "wow" every one of you, and every member of your family, that walks through our doors!  Brad Sowers talked with the Better Business Bureau about how we earn the awards of Search for Excellence, Mark of Excellence, Women's Choice, and more!



Read the full article HERE (http://stlouisbbb.wordpress.com/2014/08/01/jim-butler-chevrolet-strives-to-wow-customers/).