McGuire Chevrolet Cadillac focuses on “Standards”

Newton - Standards of Excellence has long been a watchword phrase by which GM dealers conducted their business. Those “Standards” have been followed and met by McGuire Chevrolet Cadillac. By identifying areas within the dealership that could be made more efficient and then collectively deciding on a process for improvement, McGuire Chevrolet Cadillac has maintained extremely high Customer Service Index scores. Mike McGuire, president of the dealership, explains: “The “check out” process had been deemed a concern in the service department. The dealership purchased computer equipment and the appropriate software to speed up the process. As a result, notes McGuire, “we’ve shaved about eight minutes off the check out process.” He notes, that his service advisors find “more often than not though that customers really want to chat about their cars, which somehow diminishes the importance to the customer of those eight minutes.” In addition to technology, McGuire Chevrolet Cadillac has initiated a “good-old-fashioned master check list,” explains McGuire to make certain that all of the pre-delivery service and paperwork has been completed prior to the customer arriving to pick up his or her new vehicle. “It’s the small things, adds McGuire, “or maybe the behind-the scene things” that we do that have again earned our dealership high CSI scores. In 2006, McGuire Chevrolet Cadillac’s CSI scores were 8.3 percent above its region’s average scores. Located adjacent to the square in historic Newton, McGuire Chevrolet Cadillac has been owned and operated by the McGuire family for more than two decades.