"At Fairley & Stevens, our customers are number one!"

Customer Sales Expectations

Our commitment to you includes:

1. Treat me as a valued  customer when I arrive at your dealership

• Promptly welcome me to your dealership
• Take me seriously
• Give me the level of attention I desire

2. The Salesperson should establish a relationship with me that is built on respect for me as a customer with individual needs.

• Be professional and courteous
• Be knowledgeable about your dealership and products as they relate to my needs
• Offer me a test drive the way I would like it conducted
• Invite me to buy without making me feel pressured
• Be honest and sincere with me
• Negotiate the final selling price in a straightforward and efficient manner

3. Make it easy for me to finalize the finance or leasing arrangements

• Show concern for my individual needs
• Provide me clear and thorough explanations of contract / lease details
• Invite me buy other products and services without making me feel pressured
• Be honest and sincere with me

4. Deliver my new vehicle at the promised time, in perfect condition

• Deliver my vehicle at the promised time
• Make sure the vehicle is clean inside and out
• Make sure everything is in working order
• Deliver it with a full tank of fuel
• Thoroughly explain my vehicle's features and operating controls
• Thoroughly explain my vehicle's warranty and maintenance schedule
• Make sure I understand how to get my vehicle serviced at the dealership, and introduce me to the Service Department

5. Call me within a reasonable amount of time after I've taken delivery to ensure that I'm completely satisfied

• Call me in a reasonable amount to time
• Be helpful to me

6. Be responsive to questions or concerns I bring to your attention

• Answer my question or resolve my concerns the first time I contact you about it
• Provide me clear and helpful advice
• Follow through on promises you make to help me

Customer Service Expectations

Our Commitment to you includes:

1. Make it convenient to have my vehicle serviced at your dealership

• Make it easy to schedule my service appointment. (Click here)
• Allow me to get an appointment on a day and time that is convenient for me
• Assist me with my alternative transportation needs, (shuttle, rental car, loaner, etc.) if required

2. The Service Advisor should demonstrate a genuine concern for my service needs

• Promptly acknowledge me when I arrive at the dealership and begin my service write-up within a reasonable amount of time
• Demonstrate that you understand my service needs
• Provide me with an accurate estimate of when service will be completed
• Be honest and sincere with me

3. Fix it Right the First Time

4. Complete servicing my vehicle in a timely and professional manner

• Service my vehicle in a reasonable about of time
• Notify me of any changes in service needs or additional maintenance requirements
• Notify me of any changes in when my vehicle will be ready
• Have my vehicle ready when promised
• Allow me to pick up my vehicle at a time that is convenient to me
• Keep my vehicle clean during service

5. Provide me a clear and thorough explanation of the service performed

• Provide me an explanation of all the service performed and any changes
• Advise me of future maintenance needs my vehicle may require

6. Call me within a reasonable amount of time after service visit to ensure that I'm completely satisfied

• Call me in a reasonable amount of time
• Be helpful to me

7. Be responsive to questions or concerns I bring to your attention

• Answer my question or resolve my concerns the first time I contact you about it.
• Provide me clear and helpful advice
• Follow through on any promises you make to help me

On behalf of everyone at our dealership, we would like to welcome you and thank you for visiting our website. We offer superior sales and service for our valued customers. We are committed to serving our friends and customers and look forward to hearing from you. Please click here to contact us.