Dealer Spotlight: Hyundai of St. Augustine

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Hyundai of St. Augustine opened in June of 2008 with the Mission Statement of “Excellent Service from Excellent People.” The challenge we faced was, how do we prove to our guests who haven’t become part of our family yet that we truly provide “Excellent Service from Excellent People?” While the manufacturer provides a Customer Satisfaction Index scoring system, this is often not visible or credible in the eyes of our guests. That is why we chose to focus on making DealerRater an integral part of our sales and service process.

Dealer Spotlight: Hyundai of St. Augustine

We strive to be transparent and upfront in everything we do at Hyundai of St. Augustine, and DealerRater provides our guests an open forum to convey their thoughts about their experience with us in a safe and unbiased environment.  We communicate to our guests, both in person and online, not to take our word that we will exceed their expectations, but to visit DealerRater to see what our guests who have already invested their hard earned dollars in our company and became part of our family.  Our feeling is that while the brand of vehicle and price you pay are extremely important, so is the level of service and the quality of the people with whom you will do business.   A vehicle purchase is a big investment and not a consumable item that you use only once or twice.  It is important that our guests and the dealership recognize that the purchase of a vehicle is not a single transaction, but the start of a long term relationship. 

The feedback we receive from DealerRater is reviewed on a daily basis, and all our sales and service associates receive email alerts when a new DealerRater is posted by one of our guests.  The review is read out loud in our daily meetings to recognize the employee(s) mentioned in the review and to focus on what exactly the guest felt and why they had a positive (or negative) experience at Hyundai of St. Augustine.  We use this feedback to make sure we continue to perform the things that the guests like and to refine our process to stop doing the things the guests did not like.  While we feel that we are achieving excellence in everything we do, DealerRater provides true feedback from the perception of our guests.  DealerRater has become an integral part of our daily training, as we encourage our employees to not just read our review page, but to also look at other dealerships of all brands and across the country.  This allows us to gather more feedback about what the public likes and dislikes about the car buying and servicing experience. 

One of the best results of DealerRater’s reviews is how the employee feels after seeing positive feedback from their customer on DealerRater.  It gives them a sense of pride and accomplishment among their peers, and encourages the whole team to continue to live up to Hyundai of St. Augustine’s Mission Statement of “Excellent Service from Excellent People.”

If your dealership would like to be featured in a DealerRater.com Dealer Spotlight, please contact Michelle Oldershaw, DealerRater.com Director of Marketing.