‘We do everything with transparency’
Township Chevrolet focuses on open communication, stellar customer experience
When someone’s been burned by a bad experience at a car dealership or repair shop, it can make it difficult for them to trust another one.
That’s why Spencer Rayner, Business Development Manager with Township Chevrolet
Buick GMC Ltd., says they’re committed to being 100 per cent forthcoming with their customers.
“We do everything with transparency,” says Rayner. “Naturally, some people do not trust dealerships because they have developed this reputation over time. Township is breaking this perception by being completely transparent and showing our customers they can trust us.”
Along with using a state-of-the-art customer communication system and running a YouTube channel to educate customers on vehicle repairs and maintenance, Rayner says Township Chevrolet’s goal is to be “a one-stop shop” for all things vehicle.
“We want to be the one place you can come to get your oil changed, get your windshield repaired, have a scratch buffed out, everything,” says Rayner. “We even have an in-house expert who does paintless dent repairs.”
Customers can schedule a service appointment in advance or just pull into the drivethru and discuss what they need. If you decide to wait at Township while your vehicle’s being worked on, there’s a comfortable lounge with free movie-theatre popcorn, TVs and tablets loaded with Netflix.
When customers are too busy to drop off their vehicle for servicing, they can arrange for someone from Township to pick it up, have it serviced and bring it back for them.
Township Chevrolet service manager Marvin Weeks says they’re always listening to their customers’ needs and making changes that will better accommodate them. That’s why they extended their service department’s hours, when most other dealerships close at 5 p.m. sharp.
“Closing at 5 p.m. wasn’t convenient for many of our customers,” says Weeks. “Now that our service department is open 7 a.m. to 7 p.m., five days a week — as well as 7 a.m. to 5 p.m. on Saturdays, with full staff on — they really appreciate that.”
Township Chevrolet also has the fastest, most advanced wheel alignment machine on P.E.I. It takes just 5-7 minutes to complete an analysis, and customers receive a colour print-out of exactly how their tires are faring.
After Adam Toner purchased the business in 2015, Township Chevrolet doubled its number of employees, growing from 30-35 to a team of 70 — including employees who speak French, Spanish, Punjabi, Fillipino and Mandarin.
They also sell all makes and models, which Rayner says can surprise people.
“Sometimes people think when you’re a GM dealership, you only sell GM vehicles like Buicks, Chevys and
GMCs,” explains Rayner. “But we typically have at least 50 other types of used vehicles in our inventory, like Hondas, Hyundais and Toyotas.”
When it comes to helping customers settle on a vehicle, Rayner encourages them to do their research and test-drive their top choices before committing to one. He says Township Chevrolet salespeople are salaried, customer-focused and “don’t push for the deal,” so there’s never any sales pressure.
“We want to make sure everyone gets the vehicle that’s right for them. There’s no pressure, ever,” says Rayner. “We want them to understand the vehicle they’re looking at, and make sure it’s a good fit for their needs.”
Township Chevrolet has more than 575 Google reviews with an average rating of 4.8 out of 5, and Rayner says the majority of the glowing reviews are about the ease of the selection process — especially for customers who weren’t sure what they wanted.
“It’s not always easy to carshop. It can be overwhelming,” says Rayner. “People really appreciate when we’re able to narrow down their vehicle choices and help them pick one they’re going to enjoy.”