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Less than 1 percent of FCA dealerships in the United States were given this elite status

Last October, Fiat Chrysler Automobiles (FCA) announced criteria for a new designation of car dealer – an elite status of Chrysler, Jeep, Dodge, RAM and/or FIAT dealership that puts the customer first. Dealers around the nation (there are around 2,600 FCA dealerships in the US) were eligible to earn the inaugural Customer First Award for Excellence in 2016. Extreme Dodge Chrysler Jeep RAM was one of 124 dealers in the nation to receive the award.

The program required dealers to fulfill very specific requirements relative to customer sales and vehicle service experience. The requirements were aligned with the following five “pillars of excellence.”

Customer First Award Pillars of Excellence

  • Facility – Customers consistently find dealerships to be clean, convenient and comfortable. Facilities are certified every six months.
  • Customer Processes – Dealer consistently executes processes for key customer interaction points, such as sales negotiation, delivery and follow up.
  • Performance – Dealer constantly achieves high level of satisfaction from customer sales and service satisfaction surveys.
  • Employee Survey – Survey employees annually, share findings with employees, and act on the feedback and results.
  • Training Certification – Dealership personnel continues to meet training requirements for sales, service, parts and technical staff.CustomerExcellenceAward

Extreme Dodge Chrysler Jeep RAM was one of only eight dealerships in the entire state of Michigan to fulfill the program goals from January 1 to June 30.

In a press release following the announcement of the award recipients, Pietro Gorlier (Head of Parts and Service for FCA Global) explained, “The Customer First program has enabled our dealer’s focus to be drawn to the customer experience. The program sheds light on customer touch points throughout the service experience at the dealerships and enables dealers to exceed our customers’ expectations.”

In the same release, Reid Bigland (Head of U.S. Sales) said, “Creating advocates for all of our brands is the key to long-term success. These dealers have shown leadership in that effort and will benefit from their customer-focused approach.”

Extreme Dodge Chrysler Jeep RAM is honored to accept the award and proud to have exceeded FCA’s requirements. With nearly 40 years in business, owner Wes Lutz, has always been known for encouraging the team in Jackson to act in the very best interest of the customer.

“If it benefits the customer, it’s the right decision,” Lutz says.

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