WrenchWay Portland Chapter

Top Shop Challenge: Let's hear it for the service team. Share an example of a team member going above and beyond for a customer recently.

Meet Melissa Kumm, a seasoned Service Advisor with an impressive 23 years of experience under her belt. Melissa's mantra in both her professional and personal life is simple yet profound: "Treat others how you would like to be treated." As a service advisor, Melissa is dedicated to going above and beyond for every customer she serves. Beyond the mechanical work, her commitment lies in ensuring each client receives exceptional care and attention. Melissa finds immense satisfaction in her role at Carr Chevrolet, where she describes the environment as reminiscent of a big, happy family. Teamwork is at the core of their ethos, with everyone eager to lend a hand. Management's genuine care for their employees fosters a sense of belonging, making work feel like home. The allure of problem-solving, coupled with meeting customer needs, drew Melissa into the automotive industry. She thrives on the opportunity to make a difference in people's lives, whether it's resolving car troubles or simply putting a smile on a customer's face amidst the inconvenience of a breakdown. Despite only being with us for four months, Melissa has achieved outstanding success, breaking $100k in sales for last month alone, alongside an exceptional CSI score.

Top Shop Challenge: Let's hear it for the service team. Share an example of a team member going above and beyond for a customer recently.

Meet Andrew Mallea, a stellar member of our team at Carr Subaru. With over three years of dedicated service under his belt, Andrew has distinguished himself as one of our Top Express Advisors. His commitment to exceptional customer service hasn't gone unnoticed. Time and again, customers have sung praises of Andrew's professionalism and attentiveness. In fact, he stands out as the only advisor from last quarter to achieve an outstanding 98% satisfaction rating on surveys—an achievement that speaks volumes about his dedication and skill. One delighted customer shared, “Andrew is such a wonderful person to be greeted by. He is great at communicating what will be done during my service, he then checks in to suggest things that could be helpful or may need to be addressed, and when I pick up my vehicle he does an amazing job of explaining the work that has been completed.” Andrew's ability to effectively communicate with customers, offer insightful suggestions, and provide clear explanations sets him apart as a true asset to our team. His unwavering commitment to delivering top-notch service reflects positively on Carr Subaru, making him an invaluable member of our family. We're fortunate to have Andrew on board, consistently exceeding expectations and leaving customers thoroughly satisfied with their experiences.

At Carr Chevrolet, we're committed to staying ahead in the realm of EV vehicles. As one of the leading EV dealers in the Pacific Northwest, we constantly ensure that our equipment and personnel remain at the forefront of technological advancements. This last month, in addition to upgrading our EV chargers to state-of-the-art units, we've installed a new Rotary 12,000 lbs. Wide Lift specifically designed for EV vehicles, enhancing our maintenance capabilities significantly. Moreover, we've been actively engaged in conducting repairs and addressing recalls on batteries, prompting us to invest in two EV battery lifts for smaller vehicles and acquiring a larger lift tailored for upcoming models such as the Silverado, Equinox, and Blazer EVs.

Top Shop Challenge: Does your shop help out any local schools? Share some of the things you do to help fuel the next generation.

Carr Subaru is proud to extend our support to the PCC Sylvania automotive program by volunteering our time to assist in the interview process for graduating students embarking on their careers in the automotive industry. Our team dedicates effort to critiquing students' presentation portfolios, encompassing resumes, completed projects, ASE certifications, communication skills, and tools acquired during their academic journey. Through constructive feedback, we aim to provide students with invaluable real-life insights to enhance their potential as desirable candidates for employment within automotive repair shops. Furthermore, Carr Subaru is equally committed to bolstering the PCC Mt. Hood automotive Subaru U program. We've actively engaged with this initiative by not only hiring but also sponsoring three talented students from the program. By retaining these individuals in employment at Carr Subaru while they pursue their education, we facilitate a seamless and continuous pathway for their professional development. Our goal is to nurture their skills and provide a supportive environment that encourages growth, ultimately leading to full-time employment upon program completion. At Carr Subaru, we believe in investing in the future of the automotive industry by empowering students with practical experiences, mentorship, and career opportunities. Through our partnerships with esteemed educational institutions like PCC Sylvania and PCC Mt. Hood, we remain dedicated to shaping the next generation of automotive professionals and fostering a thriving community within the industry.

Top Shop Challenge: What are a couple of things you'd like to highlight that happened last month?

As February draws to a close, we take a moment to reflect on the extraordinary journey we've had at Carr Chevrolet. This past month has been nothing short of remarkable, characterized by unprecedented achievements and significant milestones. Last month brought us a tremendous surge in revenue, surpassing all expectations and setting new records. Compared to the same month last year, we experienced an astonishing threefold increase in our gross earnings. In addition to our remarkable revenue growth, February witnessed an unprecedented increase in repair orders, exceeding even our most optimistic projections. Compared to the same period last year, we saw a remarkable 150% surge in repair orders. This surge in demand speaks volumes about the quality of service and expertise offered by our skilled technicians, as well as the trust our customers place in us to keep their vehicles running smoothly.