5 minute read
Pro to Know
DRIVING FORWARD
by Peter Chawaga | photos by Keni Parks
Since 1953, the Paul Miller Motor Company has been helping those throughout Central Kentucky get where they need to go, providing high-quality vehicles and complementary services at fair and affordable prices. It has been locally owned for three generations, proudly selling new vehicles at Paul Miller Ford and Paul Miller Mazda, while also offering hundreds of pre-owned vehicles at the Paul Miller Auto Outlet. And, through it all, it has stayed true to its foundational values: active community involvement, unmatched customer service and utmost care for its employees.
FROM MAIN STREET TO ALL STREETS
The legacy began nearly seven decades ago when Paul E. Miller, universally known as “Mr. Miller,” purchased a Ford dealership on Lexington’s Main Street, instilling the nascent business as well as its future growth with a handson approach that has been central to its success and the satisfaction of its customers ever since.
“Mr. Miller led his dealership by example, taking time every day to build relationships with both customers and employees,” explained the team at Paul Miller Motor Company, which has a palpable appreciation for its own history. “Since the dealership’s inception, Mr. Miller understood that Paul Miller Ford’s success was deeply tied to the community and he established long-lasting relationships with community partners, like the University of Kentucky’s athletics program.” Building upon Mr. Miller’s legacy, John Paul Miller, Sr. grew the business exponentially while retaining the community partnerships it had established, coining a name for this empire that Lexingtonians will still recognize today: “Kentucky’s Big One.”
Today, J.P. Miller, Jr. has guided the dealership to meet the needs and challenges inherent in the twenty-first century automotive industry, while still hosting and sponsoring dozens of community events every year. “Nearly 70 years since its founding, the dealership has evolved into the Paul Miller Motor Company, a 27-acre campus with three dealerships, an upfitting service, an auto glass repair company, dent repair service and truck service,” the company team explained. “Today, its legacy continues with an award-winning dealership focusing on customer service and community involvement.”
DRIVING LEGACY FORWARD WITH PAUL MILLER MAZDA
Looking back, perhaps one of the Paul Miller Motor Company's most critical additions was the opening of Lexington’s Paul Miller Mazda in 1980. Overseen by Mr. Miller, the goal was to merge the Japanese automaker’s innovations and quality vehicles with Paul Miller Motor Company’s strong community focus. In the years since, it’s clear that goal has been met. Paul Miller Mazda has won the Mazda Gold Cup, an award given to select dealers based on sales and customer service. And it also maintains the Mazda Drive For Good Program, which continues to give back to the local community. Now, Paul Miller Mazda is adding new services to better meet the needs of drivers in Lexington and the surrounding areas, and to propel economic development with new jobs through the Mazda Retail Evolution. “The Retail Evolution Program should look very familiar,” explained the Paul Miller team. “It stands out on New Circle Road and it's as dynamic as the original building. But we’ve modified it to appeal to a more alternative or premium customer.”
The brand new, state-of-the-art Mazda dealership’s corrugated metal has been replaced with a smooth panel, its drive canopy has been removed and its colors have been carefully modulated, with a heavy use of black, white and natural wood framing. A large bank of video screens integrates a flicker of activity from the outside, drawing customers to a bold entryway where they are greeted by a concierge. The showrooms are divided into individual studios that help customers appreciate each vehicle, creating a more premium experience. A technology-enabled customer lounge allows for quick access to the showroom, sales division and service write-up areas, while customers are offered entertainment options, complimentary beverages and snacks, comfortable chairs and access ports for their personal electronics while seamlessly being kept up to date on their wait times. Consultation stations have been grouped together beyond the gallery showrooms and a visual hierarchy has been brought to life there. The open and airy zone hosts the dealership’s sales managers and consultants. Proximity to the service write up area reinforces the fact that Mazda stands firmly behind its products, bringing the customers back to the same place where they first purchased their lifetime vehicles.
Finally, a merchandise boutique and vehicle accessory area highlights featured parts and accessories, displayed as vignettes in a flexible system that can be placed in multiple configurations, creating a store within a store. “We hope that you can join us and share the message that it’s time to build,” said J.P. Miller, Jr. “We have all had a long year, but after four decades this Mazda dealership is more than just a building. It’s a symbol of home that we can build in times of trouble, that we can use to create jobs and a level of customer satisfaction that sets a new standard in buying and servicing your transportation needs, that will help us all feel alive.”
THE COMMUNITY GREEN LIGHT
Across so many decades, with so much growth and innovation, it might have been easy for Paul Miller Motor Company to lose sight of the focus that got it to where it is today. But, rather than lose that focus, the business has doubled down on its community partnerships and emphasis on the region it calls home. “We’ve stayed very committed to giving back to our community,” said J.P. Miller, Jr. “That’s been a part of our family for a long time, and it’s in the DNA of our company.” This commitment is demonstrated in Miller’s support of the University of Kentucky, which has only grown stronger in recent years. Those in Lexington may already be familiar with the commercials and social media videos starring three university head coaches. The dealership’s current tagline, “Your True Blue Dealer,” is a nod to its membership in Big Blue Nation. “The dealership’s commitment to customer service hasn’t changed under J.P. Miller,” the team explained. “Today’s Paul Miller Motor Company is devoted to providing a five-star experience to every customer and continuing to build relationships with every person who walks through the door.”
