Tracy Isselhardt

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.