Issue link: https://ppgrefinish-na.uberflip.com/i/742152
From their vantage point as the one of the top 50 automotive retailers in the U.S., Bergstrom Automotive has a great deal of insight into what customers want when it comes to service. The one thing people demand most? Efficient use of their time. According to John Bergstrom, chairman and CEO of the multi-brand dealership group, the most frustrating thing for people coming to getting their car fixed has nothing to do with cost. As he points out in a video explaining the company's philosophy of servicing their "guests": "It's all about, 'I want to get out of here and get on with my day.' No matter what their priorities are for the day, I know for sure that they don't want to be waiting for their car." Headquartered in Neenah, Wisc., the company is highly proactive in instilling its customer-centered, "time is critical" philosophy in all of its 1,400 employees. Chris Miranda, corporate fixed operations manager, is responsible for applying the corporate creed to the service, parts and body shop part of the business. He says, "The hurdle is time. How can we reduce the repair cycle time and make things more convenient for the guest?" Not surprisingly, becoming more efficient is the major focus at each of the company's eight collision centers—where PPG's MVP Business Solutions program is playing an important role in affecting improvement in nearly every aspect of the business. In fact, over the past seven years, the company has invested some 5,000-employee hours taking advantage of MVP training offerings. SAVING THE CUSTOMER TIME IS THE MAJOR FOCUS AT BERGSTROM AUTOMOTIVE SAVING THE CUSTOMER TIME IS THE MAJOR FOCUS AT BERGSTROM AUTOMOTIVE 20 TAKING CARE OF BUSINESS