Kevin Bell, president of Win Kelly, Clarksville, knows that financing a car can seem like a mysterious process.
It?s not that car dealers want it to seem that way, but how else can a customer feel when they?re whisked into a back room and told to discuss their finances with strangers?
That?s why Bell and his father-in-law, Dealer Principal Win Kelly, devised a system to introduce finance staff to customers early in the process.
“No dealer tries to make the process deceptive, but it is a lot of new information to give a customer late in the transaction. We have our bank personnel and finance personnel interact with customers almost at the beginning of the visit to the dealership,” Bell said. “That way, their financial questions can be answered simultaneously as they select a vehicle. ? We want to answer customers? finance questions very, very early in the process.”
While the past few years have been rough times for car dealers, Bell has seen customer service make all the difference for Win Kelly?s Chevrolet, Buick, Pontiac, GMC, Kia and Isuzu customers.
“A few things set us apart,” said Bell, whose Chevrolet dealership opened in 1986. “Even as the market has softened in the [last] 18 months or so, we have brought an even greater emphasis on customer satisfaction and service aspects of the dealership,” he said.
Services provided include pricing structures with absolute transparency, very competitive prices, a complete online inventory, efficient service processes and ample, well-stocked waiting areas.
Charlie Rhodes, a lead technician at Win Kelly, joined the dealership in 1979 and said that the owners? involvement in the business is what keeps him and other long-time employees. Employee tenures include 20 employees with 20 years or more and 30 employees with 10 years or more.
“This is a place where it?s easy to get to the owners. The work environment and the pay are all great. It?s just a great place to work,” Rhodes said.
Contact info
» Win Kelly
» 12421 Auto Drive, Clarksville
» 888-855-3725
» www.winkelly.com
