Digital Dealer - August 2017 - 45

I HAVE NEVER WITNESSED SUCH AN
OUTPOURING OF GOOD-HEARTEDNESS FROM AN
AUTO DEALERSHIP. THESE FOLKS HIT A HOME
RUN IN HUMANITY."
have the bearing fixed
and expressed that they
didn't feel it was safe for
my children and me to
be driving with the bad
bearing.
It didn't seem that bad
to me (besides, it would
have cost almost $400),
so I once again thanked
them for their concern
and denied the offer.
As I was leaving, I
received a call from
Marshall Harp at the
dealership. Marshall
said, "Listen, I know
you have already been
advised that you have a
bad wheel bearing hub,
but we've been talking
and we don't think you
realize how bad it is.
Can you please turn
around and come back
to the shop and let us
fix this for you and your
kids' safety?"
I told him, as I had
before, that I did not
have the finances for
the repair and that I
was only there for an oil
change. He said, jokingly of course, "Look,
we've done everything
shy of selling you a new
car or flattening your
tires to keep you from
getting on the highway
in this vehicle."
He went on to say,
"Please come back and
let us fix this for you. It's

on us...no charge. We
will not feel right about
this until we know that
you are safe."
I was absolutely astounded. These people
really care.
I returned to the dealership; however, I was
extremely embarrassed
that this situation had
arisen and thankful for the
efforts made by the staff
to keep my family safe.

Robin was safely on her
way back home.
Dealer Megan VanceOchs, general manager
Derek Vance, fixed ops
director James Moniz,
and service manager Bill
Thomas have a lot to be
proud of. What a great
team of human beings!
Here's how Robin
summed up the experience:
I have never witnessed

ahead of profits. We are
honored to have you folks
in the automotive service
family!
REST IN PEACE
BILL THOMAS

As a sad post-script,
two days after Robin's
visit to the dealership,
Bill Thomas, the service
manager, and his wife
were celebrating their
wedding anniversary in
Eureka Springs, Arkan-

HATS OFF TO THE ORDINARY
HEROES WHO VALUE PEOPLE OVER
PROFITS-WE ARE HONORED TO
HAVE YOU IN THE AUTOMOTIVE
SERVICE FAMILY."
Speaking of effort, it
truly was a team effort.
Parts Manager Robert
Moran and counter-man
Charles Vaughn quickly
located the needed parts
(which weren't in stock
at the dealership) and
went to pick them up.
Technicians Scott Craig,
Joshua Holman, and Tom
Morrison all stopped what
they were doing and went
to work on Robin's hub
bearing. They wrapped
up the job in less than an
hour.
Robinson and service
receptionist Kiah Bear
closed the repair ticket
with a zero balance, and

such an outpouring of
good-heartedness from
an auto dealership. These
folks hit a home run in
humanity.
The automotive industry is filled with thousands
of unsung heroes, from
dealers to managers to
lot porters. Stories like
Robin's are repeated
every day across the
country. Silent acts of
compassion done without
fanfare. People loving
people. Automotive professionals reaching out to
those needing help-getting it done without any
thought of compensation
or notice. Putting people

sas. During their stay, Bill
died as a result of a tragic
accident. He was 62. A
GoFundMe campaign
has been set up for the
family of William Thomas.
(https://www.gofundme.
com/3x3n4s8) Bill, you
will be greatly missed!
CHARLIE POLSTON is an
Automotive Customer Retention and Profitability Consultant with BG Products,
Inc. Charlie has been with
BG's Fixed Operations
Division for over 34 years.
He has trained over 5,000
dealers, managers, and
technicians - and has been a
frequent workshop leader at
NADA's annual convention.
EMAIL: cpolston@bglsi.com

D I G I TA L D E A L E R . C O M

AUGUST 2017

45
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Table of Contents for the Digital Edition of Digital Dealer - August 2017
