Hendrick Customer Experience

Rick Hendrick is the chairman of Hendrick Automotive Group.

“I think customers are going to drive us. Whatever they need, that’s what we have to accomplish.

“My philosophy is, you do what you need to do for the customer and treat them like you would want to be treated and the profits will come. And you create a culture that’ll go on and on and on.

“I think it all wraps into one big thing and that is the customer experience. People talk about it but you’ve got to live it. You’ve got to create an environment that they want to come back because we want a customer for life.”

Robert Taylor is the vice president of technology for Hendrick Automotive Group.

“What we try to do is really understand ‘if I were a customer, is this something I would like?’ The single most important thing to us should be our customer experience.

“The services that we are now gathering through Reynolds and Reynolds that is helping us promote our customer experience and vision of the future. That’s important because we want to drive the best customer experience in our dealerships as possible.”

Ed Brown is the president and CEO of Hendrick Automotive Group.

“Historically the customer didn’t have the knowledge they have today. So who’s in charge of the transaction today? It’s really the customer. So how do we evolve to having the customer being in charge and having the customer in the centre? We have to strategically take a look at our business processes and change them.”

Chuck Colson is the market area vice president of Hendrick Automotive Group.

“What Reynolds provides you in a convenience opportunity. And in convenience, the customer’s relaxed, they don’t feel pressured, they feel informed. If a customer feels informed, they will spend more money and the wow factor for a customer is convenience.”