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When Steve Fay took over as general manager and vice president of Battlefield Ford in 1992 he had one goal in mind — total customer satisfaction.
Two years later, the 30-year-oldManassas dealership has gone from No. 22 in customer satisfaction (out of a group of 26 dealerships) to winning the 1993 Chairman’s Award.
Fay attributes this success to a number of factors.
He met with employees to emphasize Battlefield’s commitment to customer satisfaction and spelled out just what was expected of each staff member.
Some personnel changes were made, and the service department staff was augmented with a shop foreman and four more service technicians.
Most of all, the improvements
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