PRLog - Nov. 24, 2012 - GLENDALE HEIGHTS, Ill. -- Dan Kurtz, General Manager of Sunrise Chevrolet in Glendale Heights, knew that even if the dealership was successful and customers were generally satisfied, there was always room for improvement. An outstanding service experience might be the difference between a customer giving an enthusiastic word of mouth recommendation and forgetting about the dealership entirely. Since the dealership has always put a premium on providing the best customer service and experience, Kurtz decided to attend the first ever Disney Institute workshop.
Stop by Sunrise Chevrolet in Glendale Heights for your next Chevy purchase.
Disney service has been a huge part of their theme parks’ success. They have managed to create an unforgettable vacation experience that keeps families returning year after year. The Disney Institute provides an exclusive behind the scenes insight into how Disney has built and sustained their successful operations with service and leadership.
The Disney customer service philosophy emphasizes trying to see the experience from the customer’s point of view, not the salesperson’
After the Disney Institute workshop Kurtz assembled a group of staff from all levels of the dealership to brainstorm even the simplest and smallest ways to improve a customer’s experience. This crack team was called the “The Disney Team” and went about examining every aspect of the dealership — from improving the waiting room, to providing a red carpet for service customers — no improvement was too small. They realized that the little touches are sometimes the key to a stress-free experience, so they added more outlets to the waiting area and provide fresh fruit, donuts, and refreshments.
The staff at Sunrise Chevrolet knows that there’s always room for improvement. Even these small changes have garnered great feedback from customers and have actually boosted sales in the competitive Glendale Heights car market.
Sunrise Chevrolet is part of the Garber Automotive Group and has been in the auto industry since 1907, even after over 90 years the company keeps trying to improve.
The Walt Disney Company has been a multinational leader in media and entertainment for 80 years and certainly shows no sign of slowing down.