Fixed Ops Journal - October 2021 - F14
FIXED OPS JOURNAL
GOING THE DISTANCE
Ford dealer-cowboy knows the ropes of providing customer service
JEFF YIP
foj@autonews.com
W
hen it comes to service, going
the extra mile is no cliche for
Bill Fick Ford.
It's not unusual for the Huntsville,
Texas, dealership to come to the rescue
of customers left stranded hundreds or even
thousands of miles away by mechanical or
electrical problems.
For instance, in June, a customer competing
on the professional rodeo circuit called dealer
principal Bill " No Bull " Fick from Reno, Nev.,
to report his 2020 F-350 dually had broken
down. When a Ford dealership in Reno said it
would be weeks before it could look at the diesel
pickup, Fick arranged to have it towed to a
Ford dealer in Sacramento, Calif. He also dispatched
one of his drivers to Reno to deliver
one of Bill Fick Ford's six designated " rescue
trucks, " a loaner vehicle
Th e same can be said for ranchers and farmers,
Fick says. " Th ey need to tow, so we'll do
whatever we have to do, " he says.
Rene Carpentier, Bill Fick Ford's parts and
service director, is quick to point out that the
support Fick provides is free. " Th e customers
love him. Th ey're loyal, " she says.
Sometimes, Super Duty heroics aren't even
JEFF YIP
Texas dealer Bill Fick comes to the rescue of
stranded customers for free.
wouldn't miss a rodeo.
" If they're not competing, they're not getting
so the cowboy
paid, " says Fick, who calls himself " just a cowboy. "
" In four days, they can travel 6,000 miles
going from rodeo to rodeo to rodeo. It's all about
keeping them on the road. Th is is their livelihood. "
necessary.
During times of back-ordered
parts, lean inventory and technician shortages,
Carpentier says a persuasive call from Fick
to a manager at an out-of-town dealership can
often go a long way toward getting a customer's
vehicle back on the road.
Fick takes cases such as the incapacitated
truck in Reno - the culprit turned out to be
the transmission - in stride, even if a customer's
plea for help comes after midnight.
" I look at it as being my responsibility, " he
says. " So to me, it's not going above and beyond.
It's just the right thing to do. "
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PAGE 14
OCTOBER 2021
OCTOBER 2021
http://www.MightyAutoParts.com/Inventory
Fixed Ops Journal - October 2021
Table of Contents for the Digital Edition of Fixed Ops Journal - October 2021
Contents
Fixed Ops Journal - October 2021 - Intro
Fixed Ops Journal - October 2021 - F1
Fixed Ops Journal - October 2021 - F2
Fixed Ops Journal - October 2021 - Contents
Fixed Ops Journal - October 2021 - F4
Fixed Ops Journal - October 2021 - F5
Fixed Ops Journal - October 2021 - F6
Fixed Ops Journal - October 2021 - F7
Fixed Ops Journal - October 2021 - F8
Fixed Ops Journal - October 2021 - F9
Fixed Ops Journal - October 2021 - F10
Fixed Ops Journal - October 2021 - F11
Fixed Ops Journal - October 2021 - F12
Fixed Ops Journal - October 2021 - F13
Fixed Ops Journal - October 2021 - F14
Fixed Ops Journal - October 2021 - F15
Fixed Ops Journal - October 2021 - F16
Fixed Ops Journal - October 2021 - F17
Fixed Ops Journal - October 2021 - F18
Fixed Ops Journal - October 2021 - F19
Fixed Ops Journal - October 2021 - F20
Fixed Ops Journal - October 2021 - F21
Fixed Ops Journal - October 2021 - F22
Fixed Ops Journal - October 2021 - F23
Fixed Ops Journal - October 2021 - F24
Fixed Ops Journal - October 2021 - F25
Fixed Ops Journal - October 2021 - F26
Fixed Ops Journal - October 2021 - F27
Fixed Ops Journal - October 2021 - F28
Fixed Ops Journal - October 2021 - F29
Fixed Ops Journal - October 2021 - F30
Fixed Ops Journal - October 2021 - F31
Fixed Ops Journal - October 2021 - F32
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