Excellence: It's Personal
BMW of Bridgeport has been recognized as a Center of Excellence three years in a row. Here’s why it’s the manufacturer’s only New England dealership to achieve this distinction.
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After making an investment in the high seven figures in its flagship facility in 2009, BMW of Bridgeport’s GM and CEO Mitch McManus recognized the fact that a beautiful showroom, state-of-the-art service bays, comfortable waiting room and attractive offices were not the most important factor in the company’s continuing success and growth.
“Our people make us different,” says McManus, emphasizing the human capital that has earned the dealership a loyal customer base and repeat awards—a Center of Excellence, three years in a row—from the manufacturer.
“How our people treat our customers is the critical factor that earned us recognition from BMW. The simple acts of saying hello, treating everyone with respect, and offering something to eat or drink, added to the things we are expected to do well—providing satisfying sales and service experiences—can all bridge the gap between just good, and excellent.”
Overseeing the service experience, service manager Eric Lowenbein understands the importance of small details. Having worked in the automotive industry since he was a teenager, Eric sees the big picture and acts accordingly.
“Service after the sale is most important,” notes Eric, “and we focus on the contact points between our customers and our service personnel. We want to provide a great experience at every one of the contact points. And we look for people who are motivated to do that. Real estate is just real estate. The business is the people.”
Recognizing that there is a customer attached to each car, it’s Eric’s job to humanize the experience of taking a BMW in for service.
“Our appointment people need to be very strong; the cars are complicated and they need to take the time to explain what’s needed, how long it will take, getting a loaner vehicle—all the details. Then, when the customer arrives, we want to provide red carpet treatment all the way through the process.”
As long as people have owned cars, their relationship with a local mechanic whom they trust has been an important one. Recognizing that, like a doctor they trust for themselves, customers like to have someone who knows their car working on it. BMW of Bridgeport makes every effort to have a customer see the same people every time they come in, particularly the technical staff—the mechanics. Its large size and logical division of labor—there are specialists at every level, from the valet who greets a customer to the service ambassador who delivers the clean and serviced vehicle at the close of an appointment—make courteous, friendly, efficient, and above all, personal service the norm.
“Providing a great experience is how we’re winning,” says McManus.
43 North Ave, Bridgeport
Sales: (888) 696-4305