GOAC Q u a r t e r l y 4 /2016
And the winner is... Sales Person of the Month Classic Chevrolet Ashdown January - FJ Kolenkiewicz February - FJ Kolenkiewicz March - Jeff Wrinkle
GM Superstore Searcy January - Rob Massingill February - Elijio Vega March - Elijio Vega
Porsche & Pre-Owned of Destin Jan - Jacqueline Brush February - Jacqueline Brush March - Paul Hughes
Orr Acura Infiniti Pre-Owned January - Eric Carter February - Eric Carter March - Suzanne Baggett
Gregg Orr Marine Hot Springs January - Huey Smith February - Lee Campbell March - Robert Denton
Orr Cadillac of Shreveport January - Rick Fleming February - Kevin Cavanaugh March - Kevin Cavanaugh
Orr Cadillac of Hot Springs January - Scott Lynn February - K.L Williams March - Ron Hurd
Classic Kia Texarkana January - Brandon Dougan February - Charles Griffin March - Quentin Carter
Gregg Orr Marine Texarkana January - Daniel Godwin February - Daniel Godwin March - Daniel Godwin
Orr Honda of Hot Springs January - Damon Cooper February - Justin Mitchell March - Megan Irwin
Gregg Orr Extreme Texarkana January - Greg Griffin February - Justin Owens March - Justin Owens
Classic Auto Park Texarkana January - Josh Abernathy February - Scott Wilson March - Byron Leonoudakis
Orr Toyota of Hot Springs January - Jim Ed Hays February - David King March - David King CDJR of Searcy January - Robert Campbell February - Robert Campbell March - Robert Campbell Orr Toyota of Searcy January - Austin English February - Clifford Humes March - Clifford Humes
Gregg Orr
2016 Sales Pe rson of the Month
April Moellencamp
started in the automotive industry in 1990 with Roundtree. As it evolved to Orr Acura BMW SAAB April transitioned. April has been in positions such as Warranty Clerk, Service Manager and Service Advisor, which is her current position. April says “I have really enjoyed working for Gregg. He takes great care of us and I appreciate that!”
Eli (Elijo) Vega started at Orr GM Su-
perstore in Searcy in September of 2009 as a sales consultant. Eli has been Salesperson of the Year for 3 years and has been awarded the ‘Mark of Excellence” Award by GM every single year since he started with the GM Store. Eli has been one of the most consistent and trustworthy sales professionals at Orr GM superstore says his manager & co-workers. Eli went to the Sales Academy in Las Vegas in 2014 and won the “Ron Fellows School of Performance Driving “ Award for the store! Eli says “ I’m extremely grateful for being able to be with the company for so long. I’ve been so pleased by the way us employees are treated and it’s been a great experience. I wake up excited to come to work every day.”
Greg Waits started in 1993 selling vehicles for Orr Auto Group. Greg then moved into Finance and worked as a Finance & Sales manager until 2006 when Greg was promoted to Corporate Finance Director. In 2008 Greg became General Manager over Classic Auto Park and helped open the dealership in 2007. Greg says, “I’ve been with Gregg Orr my entire career, it feels more like family - I owe my success and longevity to not taking shortcuts, doing things the way they’re supposed to be done & being honest.”
On the Tenure Track
Damon Cooper has worked for Gregg Orr for 12 years at Orr Honda exclusively. Damon has been in sales his entire career until recently he was promoted to General Sales Manager. Damon was Salesmen of the Year for every year he has been with Orr Honda. Damon says, “I know what works and what sells and know I get to share it with the other sales people.” Damon has enjoyed working with Wes and appreciates the opportunity that he has given him. “There are two parts to buying a car. The first part is making sure you like the car. The second part is making sure it’s affordable. That’s actually the easy part because if you don’t like it you aren’t gonna buy it but on the same hand if it’s not affordable you aren’t gonna buy it. I’m not gonna buy something that I can’t afford. Lets drive the car to make sure you like it. Then we can make it affordable, I just don’t want to put the cart before the horse.” Damon is excited to see how Orr Honda grows in the next year and is thrilled to be able to teach what he’s learned over the past 12 years.
Jeff Shewmake has been an automotive technician his entire life. He started in September of 1981 with Roundtree Cadillac then continued working for Orr Cadillac when it was purchased from Roundtree in 2005. Jeff started young as a tech, just as his dad was. Jeff was a service writer for 6 years and stepped in as a manager when needed. He also ran detail & make ready for 3 years. Jeff has been awarded ‘Technician of the Year’ every single year since 2005 and the 9 years before that when it was Roundtree. Jeff ’s other accomplishments also include the Mark of Excellence with Cadillac & in 2005 Jeff achieved the title of World Class Technician, which includes a rigorous and detailed training, and testing including being ASE certified in every area. “I am very grateful to be able to work for such a great company for such a long time. I appreciate every opportunity I’ve been given” says Jeff.
SCORE SPECIAL
EMPLOYEE
PRICING (501) 525-1818 sales@lakehamiltonoutfitters.com
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CSI: This stands for “Customer Satisfaction Index”. Every new car manufacturer has an index that rates the performance of their dealers. The index is a score measured of the customers satisfaction during a buying or service experience and it is calculated by responses to a survey that is usually e mailed to the customer. This is very important to the dealer; it could affect the amount of new cars the dealership would receive also bonus money for the dealership. However, we don’t want this to affect how the customer is treated. The minute the customer calls, or walks in the doors, CSI has started. It goes like this, the tone of one’s voice that answers the phone or greets you at the dealership. Warm greeting, positive attitude, focuses on customer, speaks clearly, ask questions and answer questions, extends invitation and offers warm closing. This applies in purchasing a vehicle or having a vehicle serviced. Always start with asking the customer their name and using it in conversation. When they ask questions, repeat those questions back in conversation, they know that you are truly listening to them and understand what they are asking. It is so important to know the dealership inside and out, so we can always direct the customer to the right person or department. Customers want that personal touch, whether it be internet or on the phone or a visit to our dealership. I don’t know if “Customer Satisfaction” should be the only measurement but I do believe it should be the primary measurement. Remember, it costs significantly more to attract a new customer, than keeping an existing customer. When a customer is evaluating on a survey, they are evaluating the entire organization (including product features, quality, price, delivery, service and finance). Customers provide their feelings at the moment of the survey which is highly influenced by their latest experience with the dealership. Feelings may change over time depending on more recent interaction with the organization. It is so important for us to stay in touch and let the customer feel we not only care that they just purchased a vehicle from us, but we care that they will continue to service their vehicle with us and that they are truly part of the “Orr Family”. We really want our surveys answered honestly, and in order to have this done, just follow the simple rule that has been around many moons, “Do unto others as you would have them do unto you”. Really pretty simple, Right? Thank you for allowing me to be your CSI Coordinator! Barbara Bishop Customer Call Center Manager Gregg Orr Companies
Promoting from Within What is your ambition? Are you longing to become a manager? F&I? Sales? Service? Whatever your passion is, there is a place for you in the Gregg Orr Auto Collection. In every Gregg Orr location if you look around you, you will see other employees who have been promoted into their current position. This is not just a slogan that is used when recruiting new employees but a core belief of this company. The goal is to have the best employees in the automotive industry and we strongly believe we hire the best. The first question that is asked when a vacancy becomes available is do we currently have an employee who could fill that need. Many times the answer is “yes�! There are many examples of this, like Lacey Power and Marcus Mills, both were once service advisors that are now service managers. In Finance and Insurance, promotions this year include Charlie Broadbend, Joshua Abernathy, and Aaron Thompson. We also happily promoted from sales to sales management, Damon Cooper, Marsha Hammond, and Ben Harris. Of course, sales management to General Manager is where many of our General Manager originate, Wes Pinson, Bobby Bentley, Joe Afeld, Jason Kelley, Kevin Cline, Alex Valencia and Lisa Sexton all begin their careers with Gregg Orr Auto and Marine with smaller roles and were promoted because of his or her hard work, dedication, honesty and leadership abilities. We have office managers like Amanda Ainsword, Cindy Jester and Mary Elliott who took on that challenge after working in other dealership roles. We have also welcomed Randy Hamrick into a corporate roll as F&I Director. These are just some of the more recent promotions.
If you are new to this company, talk to your leaders about their history. Many, you will find, didn’t start out as a General Manager, Service Manager, Sales Manager, F&I Manager, Office Manager, but were promoted into that role. If that is your hope, watch them and ask to be mentored. Let that manager know what your ambitions are, and ask for guidance and help to achieve those goals. If you are in the job that is the perfect fit for you, congratulations. If you are great salesperson, tech, title clerk and that is what you love to do, we need you, too! Gregg Orr Auto and Marine is constantly growing and changing and one of the reasons for that is the many dedicated employees that are part of this wonderful company. As I go from store to store, I observe so many of you who work very hard to provide the best possible experience for customers. I stand in awe of your dedication, perseverance, professionalism with customers and one another. It is easy to see why when there is opening in management, the first place we look is at the employees of Gregg Orr Auto and Marine, because it is our believe that you are the best! Chris Franklin Director of Human Resources Gregg Orr Companies