Remodeling focuses on customer comfort
LOS LUNAS — A much-needed makeover of the Brad Francis Ford dealership was recently completed, making it much more customer friendly. “It took about six months to get the work all done,” said Michael Taylor, the director of operations for the three Brad Francis dealerships in Los Lunas. “This building was built in 2001 and it was starting to show its age.”
The manufacturer has laid certain designs it wants its dealership to follow so the time was right to renovate, he said.
“Ford developed a special look it wanted all dealerships to have,” Taylor said. “So we felt like this was a good opportunity to get it refurbished and make it nicer for the customer.”
The customer waiting areas were completely remodeled and made more comfortable with a cushy easy chairs and a refreshment stand. Free Wi-Fi was also added, Taylor said.
This allows people to stay connected and encourages them to price compare.
“We want people to keep shopping so that they feel comfortable that they are getting the best deal,” he said. “People are always shopping for the best deal. This is their opportunity to get the best deal whether buying a car or getting service done.”
In the service area, the glass booths that used to house the service advisers were removed.
“The service advisers would come out of the booths, talk with the customers and then go back in,” Taylor said. “This opens everything up and gives it transparency.”
It’s all about presenting a different face to the customer, he said. “When people walk in the building, I don’t want them to feel like it’s a typical car dealership,” he said. “I want them to get the feeling of openness and transparency.”
That’s important as the dealership continues to try to grab a share of the Albuquerque market, while also extending its coverage south since Socorro’s only new-car dealership recently closed.
“We want to make sure we’re taking care of people north and south,” Taylor said. “We’re sitting in a good post because we’re getting people from both sides.”