Present
Tracy
Isselhardt Automotive LLC is the beginning of Tracy Isselhardt. With years of
hard work, experience, and knowledge of the industry. Tracy Isselhardt
Automotive LLC offers people with great automobile deals. It all started almost
two decades ago when a young person committed to his automobile sales career
with great devotion.
The business holds great value when providing customers the return for their paid
price and bring in the technological advancement to get greater values at the
given time. Tracy Isselhardt Automotive LLC is a long story with elements of
great determination, long term vision, and hard work.
Tracy Isselhardt and the McGrath Lexus of the Westmount
Tracy
Isselhardt has been a part of the McGrath Lexus of the Westmount for almost 20
years. Being a hardworking employ Tracy Isselhardt became the General Manager
of McGrath Lexus of the Westmount. The company is among the dominant name of
the industry. The organization maintained its superior position for more than
two decades in the Chicago land Area. Till today McGrath Lexus hold top
position having the largest sales volume with an award-winning relationship
department.
Tracy
holds vast experience in the field starting his career as a salesperson at the
Lexus of St. Louis in the year 1993. Tracy's exceptional skills in the industry
made him the top salesman in just six months. Tracy got transferred to the
Lexus of St. Louis to McGrath in the year 1996. Again he was able to maintain
his position of becoming the top salesman due to his exceptional skills he got
promote to New Car’s Manager, General Sales Manager and General Manager in just
2001.
Throughout
his tenure, he maintained superior quality in his work through a positive
approach, team building and most importantly being an update about the latest
trends and innovation in the industry throughout his tenure. Together all this
helped him achieve customer satisfaction. He also dealt with the maintenance
issues together with sales. An interesting factor about Tracy was his efforts
for community development and putting his time and effort into the growth and
betterment of his people.
Honors
and Awards
Tracy
Isselhardt has accomplished different honors and awards including 2011's no.
first administration CSI in the region and zone YTD. Besides, in 2012, the
deals were expanded altogether in the area and national consistently for Sales
Elite Index. Likewise, the COS Elite Index accomplished no. first positioning
in the locality. In 2013, the Sales Elite Index YTD accomplished the fifth
positioning. The Sales DQI got first positioning in the region for 7 out of 10
classifications. These classes included procedure record, administration
accommodation list, and administration reliability, nature of administration file,
administration correspondence, administration expert list, and experience.
Likewise, Tracy accomplished no. second positioning in the region for vendor
offices file offices record alongside no. third for development and fix
quality. In 2014, the CSI scores Sales Elite Index YTD 97 percent, 1.05 percent
over the goal, Delivery Quality Index YTD 96.5 and 2.43 percent above target,
and OSAT YTD 96.6 and 1 percent over the National.
Employees’
Satisfaction
Also
as the General Manager at the McGrath Lexus, Tracy delivered exceptional
results and with his hard work and dedication helped McGrath Lexus become the
No. 1 car dealership in the Chicago Metro Area. Tracy upheld his values of
people development whether those be his clients or subordinates. As the General
Manager, he consistently focused on employees’ satisfaction. He kept employees
need his priority so he was able to achieve great results with the help of
employees’ dedication. Being the general manager he identified many areas of
improvement at the workplace and tried hard to address those issues. Addressing
the employees’ concern helps him win employees’ loyalty to the workplace and
work strategy improved overall that not only seem to be providing greater
results but resulted in better performance and higher gains.
Also,
the employees felt a greater role attached to them, their issues being catered
and their voices being heard. Tracy’s leadership style helped the company get a
massive customer base. Most importantly his customers referred to him as family
and friends.
Tracy
left no stone unturned and trained his employees and on various levels,
especially on client dealing. Tracy trained the staff to achieve better
customer satisfaction. He trained the staff to monitor, capture and analyze the
customers’ feedback.
Customer
Services
Unlike
any business that puts in every effort to makes sales acquire cash and just
leave the customers with whatever troubles they might have got buying the
product. Tracy believed that the business claimed to be customer-oriented which
is not true. The usual practices of businesses to make claims to get customers’
money and customers end up inheriting a misery. Sales staff, in this case,
fails to fulfill their duty.
Tracy,
throughout his job period, tried to uphold the values of great customer
services and offered a solution to his clients in case of any issues
after-sales. He believed that after-sales support provides business with
greater customer loyalty as merely making sales is not something superior.
Upholding great values of customer relationship he provided customers with the
right suggestions, valuable deals, suggesting them suitable vehicles to better
meet their needs and affordability. Tracy also acquired the field experience of
the dominant car and truck dealership. Also, he believed that staying updated
about technological innovation and adapting with innovation draws customers and
guarantees their satisfaction. Tracy went far with his customer service values
and provided his clients his number to assist them anytime they might need his
assistance.
Tracy’s
hard work in the field of competitive automobile trading industry for more than
ten years. Operating the top Lexus store in the Midwest provided his
exceptional skills and knowledge of the automobile business. Tracy, being a
part of the NCM Lexus One Group for over 15 years, feels honored to work with
simply the best Lexus dealership of the United States. Having spent many years
in the automobile industry, he got great knowledge about the leading trends in
the automotive trading landscape. Moreover, he studied the Michigan automotive
market and built a great team to generate exceptional results. Tracy’s vast
knowledge of the industry, experience, and superior client relation skills made
the dealership successful in a short period.
When
a great number of employees started following Tracy’s way of customer dealing,
a great many customers were happy with the services. The organization once came
across a case when a customer’s promise time was compromised. The organization
found time to deal with the case on top priority. They mapped the case to
identify the root cause. They named the process as “Service Waiter Customer
Interaction Process”.
The
Service Waiter Customer Interaction Process ensured great customer experience
at the facility. Tracy made sure that customers are being catered enough during
their wait time to maintain the service quality and not leave the customer
feeling unattended and dissatisfied.
The
step was well appreciated by the customers as well. The Service Waiter Customer
Interaction Process also involved planning the customers’ visits before they
physically arrived at the facility. This made possible the cross-checking of
any staff’s unavailability, busy schedule or other possible delays were
communicated to the customers. This step alone increased customer satisfaction
greatly and any negative customer experiences and feedback went down in a short
time.
The
diagnosis services were also provided to the customers at the facility. This
provided Tracy an edge over the other sales and service providers of the
industry. The diagnostics experts were collaborated with the sales and delivery
personnel to determine any possible issue with the automobile including the
noise, harshness, vibration, etc. Tracy, through all these services, provided
customers with great service experience and customer loyalty.
Improving
the DQI (Data Quality improvement) (DQI Score)
Tracy Isselhardt spent a lot of time analyzing the process and time of catering to customers. He
tried to strategize the sales process to better the customer experience. When
the DQI score went low. Tracy monitored the delivery process and asked the
customer about their experiences and the issues they faced. He found out that
he required fresh programs. He found out that the organization needed new
programs for better delivery. He, with his team, found some areas that needed
special attention.
·
The first step of the team was to acknowledge
the issues. The team together with Tracy restructured the sales process that
was eventually motivated to customer experience.
·
The team monitored the whole process of
delivery. Because Tracy himself with his team has great patience to listen to
the customer which highlighted and improved many areas of the sales and delivery
process.
·
The improvements brought in the sales and
delivery process help make a collaboration of the sales and delivery process.
The salesperson accompanied the delivery person which ensured the smooth flow
of the transaction.
·
The above improvements also improved the process
of paperwork. The documentation was prepared for the customer before the
customers reaching the facility in person.
·
Appointments were planned and scheduled before
for great customer service experience. This also ensured the presence of
relevant sales and consultation staff to facilitate customers.
·
Administrative staff also accompanied the
sakes and delivery specialist to ensure the best possible condition of the
vehicle at the time of making sakes and delivery.
·
Moreover, after the whole procedure, customers
were asked for feedback. The feedback from the customer was taken seriously and
analyzed for further improvement.
·
Apart from the sales and delivery routine
practices were improved. This includes processing smoothly during peak hours.
The busiest of the office hours required additional efforts which were better
catered.
·
Customer waiting time at the facility had a bad
effect on customer satisfaction. So the strategies were analyzed from all
possible angles even considering the solution for customer wait time.
· Another important step taken was the designing
of brochures. These brochures explained and highlighted the essentials of the
delivery process. The brochures helped customers remember the requirements
involved in the process, at their end. App suite, destination, safety connect,
remote, and inform Subscription information were the core features inculcated
in the brochure.
The
Website Launch
TracyIsselhardt – the General Manager at the McGrath Lexus of Westmount was greatly
pleased with the launch of his business website in Chicago. He upheld the
attributes of building a great team together with employees’ and customer
satisfaction, positive attitude, hard work, innovation, staying in tune with
the latest technology and even community work. His concern for every step in
the sales process gave him a customer-centric approach. He solves many issues
faced by the customers. Things became easier for customers at the multiple
levels involved in purchasing an automobile.
The
aggressive commitment to his work gave him an edge over the competitors, for
his customers started talking of Tracy as a friend. The launch of the website
was also meant to provide comfort and value to the customers. He believed that
the website will help provide customers. The website ensured customer
facilitation and urgent assistance. The website also distributed useful
information about the automobile industry's latest knowledge and trends.
The
customer complaints were also filtered through the automated system for
customer complaints with contact details of the relevant departments and
personnel. And, the customers were encouraged to contact Tracy directly through
the website and other contact details of Tracy made available on the website.
The website also made possible around the clock registration of complaints, so
the customers necessarily do not have to wait and file the complaints during
the conventional office timing.
The
great efforts in the industry left Tracy with the desire to start his store
which came in to form as Tracy Isselhardt Automotive LLC. The company enjoys a
great position in the industry in the Chicago land area as well as its
customers specifically. Tracy's efforts towards the McGrath Lexus made possible
the position which it holds today in the industry.
It
will not be wrong saying that it is Tracy who is “main man” behind these great
ventures and still years for more value and growth.
