We get it. Car dealerships haven’t always had the best reputation. We work hard everyday to prove that dealerships have come a long way since the “anything to sell a vehicle” days. We do this by putting customer satisfaction above all else, and by presenting all of our information in a transparent, easy-to-understand way.
With a wealth of knowledge at customers’ fingertips (from websites that rate our vehicles, to articles about the buying process), often the most helpful thing we as a dealership can do is lay out all of the information and make ourselves available to customers' busy schedules.
That’s why our Toyota store introduced the Milton Ruben Toyota VIP Service Team.
Ingram Jansen, the Milton Ruben Toyota VIP Service Manager
This new department is a resource for customers who are curious about where they stand on their car payments and are perhaps beginning to consider buying another vehicle. Instead of going straight to our Sales Department, customers can now visit the VIP Service Team, located in our Toyota Service Waiting Area.
“We are the informative instrument for the customer,” said Ingram Jansen, the VIP Service Team Manager.
Along with VIP Service Team Consultant Aaron Tanner, Jansen sits down with Service customers as they wait for their vehicle’s routine maintenance or repair to be completed, and, if the customer asks, runs the numbers. From trade appraisals to existing payments, this department can now answer all of your questions about your current vehicle, and can even show you new vehicles at lower payments.
Aaron Tanner, the Milton Ruben Toyota VIP Service Consultant
How does this differ from an interaction with a Sales Consultant? There’s no pressure for the VIP Service Team to sell a car.
“If we can make our customers aware of programs that might allow them to be put in a better financial situation, then why wouldn’t we implement them?” explained General Manager Chuck Easters about his decision to create the department.
Because the VIP Service Team only interacts with people who already have a relationship with Milton Ruben, the department's largest priority is to prevent buyer’s remorse and make sure that vehicle owners feel comfortable about their situation. This assurance can be done by answering questions about a vehicle’s features or by taking another look at the monthly payment and interest rate. Simply stated, the best thing we can do is be available.
Think of the VIP Service Team as the library of the dealership. It's full of knowledge, and exists to help you, and you don’t have to pay for inquiring about something.
To us, that sounds like a great thing to have. Though we sell cars, SUVs and trucks everyday, we never forget how big of a decision it is for an individual or family. And the more resources we can provide for this life-changing choice, the better we consider our dealership to be.
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To schedule an appointment with the Milton Ruben Toyota VIP Service Team, contact ijjansen@miltonruben.com or (706) 426-0187.
