By: Duane Blankenship | Category: Other | Issue: June 2013
Staff members of Bill Knight Lincoln (L to R): Lauren McPherson-Valdez, Kelly Casey, Mike Flippin, Jack Flynn, Chrystal Casey, Jamie Crain, Ainsley Gerstner, and Gary Warnken.
Bill Knight Lincoln, located at 41st and Memorial, was awarded Ford Motor Company’s coveted President’s Award for 2012. This is the second time the dealership has won the recognition award for its excellence in sales and service. The award is presented to top Lincoln dealerships throughout the country, and Bill Knight Lincoln has always been recognized as one of the premier automobile dealerships in Oklahoma. They were one of only three in the state to receive the award.
The unique thing about receiving the President’s Award is that selection is based upon results from a comprehensive survey taken by customers of the dealership. Bill Knight Lincoln staff members have consistently shown excellence in sales and service. “We always work hard as a team,” said Service Manager Kelly Casey, “and the President’s Award reflects on each person in every department that represents our dealership. From receptionist, salespeople, Internet staff, service advisors and technicians, office staff, parts and body shop staff – everyone must do their part to provide superior customer satisfaction.”
Kelly adds stability to Bill Knight Lincoln customer service with 18 years in the profession. She also recently attained ACH Level 4 Certification and was noted in “Automotive News” for her accomplishment. Kelly says she lives customer service and thrives on attention to detail. “Our entire customer service department gets the credit for showing lots of love to our customers,” she reported. “We try to go out of our way to assure customers know how much we appreciate them.” For example, she and members of her staff recently sent flowers to a good customer who was being treated in a local hospital.
Kelly says Lincoln continually drives home the importance of customer engagement. “We want each customer to love our dealership and know how special they are to each of us. When customers were asked if they loved their dealership, 72 percent of our Lincoln customers said they did. The national average to the question was 61 percent. When asked if they trusted their dealership, nearly 80 percent said they did. The national average was just over 65 percent. The Bill Knight service department is not about the car. It’s about you, our customers.”
Bill Knight Collision Repair Tulsa recently invited the Department of Environmental Quality (DEQ) to visit and inspect their shops in response to the Agency’s Oklahoma Star Program. The visits were voluntary consultations with collision centers to elevate awareness of federal and state regulatory requirements in the industry and to give those engaging in the businesses the opportunity to discuss environmentally friendly practices with the DEQ in an effort to be compliant in areas including conservation and recycling.
After inspection of Bill Knight Collision Repair, the facilities were awarded a gold star in the Oklahoma Star program because they displayed that the centers were responsible with the waste they produce.
Kelly concluded by saying, “Our customer service support staff is truly wonderful. We get a chance to make a first impression each time a customer pulls onto the service drive and one of our four service consultants greets them. Our employees are going to be pleasant and do their absolute best to get any problem fixed correctly the first time, every time.” If you hang around the service department any time at all, you’re going to notice something else – a lot of laughter. Kelly says they all like each other and have a good time performing their jobs well. Most of us understand that if the attitude is right, it can’t help but create a happy work atmosphere. “I’m only as strong as my staff,” said Kelly, “and they are really beautiful people.”
Next time you need service on your vehicle, remember the friendly folks at Bill Knight Lincoln at 41st and Memorial.
Blankenship graduated from the University of Oklahoma and has enjoyed a lifetime career in advertising. He started his own advertising business in 1993 and enjoys creating graphic art and writing. Hobbies include hunting, fishing and pencil drawings. Duane and his wife, Janice, have been married over 50 years and are active in their church and community. He has been a contributing writer for Value News/Values Magazine since 2005.