Glen Sain tops in customer satisfaction

For the third year in a row, customers in the Rector area have expressed their satisfaction in doing business with Glen Sain GMC. Those in other areas are becoming aware of the company's dedication to its customers.

The Rector dealership was honored Tuesday by the General Motors Company with the prestigious Customer Satisfaction Leadership award recognizing the business for having the highest rate of customer satisfaction in this zone. The zone includes 55 dealerships in Arkansas, Louisiana, Tennessee and Mississippi.

According to GMC zone manager Joe Cossman, Glen Sain GMC had a customer service index in excess of 92 percent, meaning the vast majority of customers rate the business highly in terms of sales and service.

In fact, the award is the highest recognition offered by General Motors.

"Over 90 percent of your customers are saying they're completely satisfied with how they've been treated after doing business here," Cossman told the assembled Glen Sain employees. "That's no accident. That's a sign of the strong, customer-driven culture (owners) Danny and Gail (Ford) have put in place here."

A diamond-shaped sculpted glass award was presented to owner Danny Ford and sales manager Todd Ford to honor the dealership's tremendous achievement.

Cossman praised each facet of the dealership.

"The technical training your employees have is second to none. The service department has over 200 percent of the required GMC standout training. This means your cars are going out fixed right the first time. Not only does that build trust with your customers, it's the type of representation with which GM is proud to be affiliated."

Even in these difficult economic times, when American automobile manufacturers are receiving mixed reviews from many across the nation for their request for bailout funds from the United States government, Glen Sain's sales stayed strong in 2008. The company's Rector and Kennett dealerships actually sold more vehicles in 2008 than 2007.

Danny Ford said he feels the dealership's success comes from both the bond everyone at the company has with customers and the quality of the GM product.

"I think one of our greatest strengths is that we're a family here. Everyone that works here is a part of that family and it shows in how everyone does their job so well. We keep the same people. We feel that our customers enjoy that time after time when they come here, they see the same people."

He feels this bond has maintained the level of customers during the weakening economy.

"Our customers know we're going to treat them right and do everything we can to meet their needs. Even with the economy the way it's been, our customers know when they come to Glen Sain, our entire staff is going to do their very best each and every time."

Ford added he feels the company will be even stronger when the economy improves.

The dealership was commended for its entire effort.

"You're all a fantastic representation of General Motors," Cossman said. "It takes an entire group to accomplish all that you have."

Also during the event, service representative Brea Linam received special recognition for finishing 49th out of 1,405 entrants in GMC's Mark of Excellence competition.

Founded in 1954, Glen Sain is the oldest GMC truck dealership in the state. With the dedication shown to its customers, coupled with top-rated customer satisfaction, the dealership has shown no signs of slowing down any time soon.