At Southbank, we believe we are only as strong as our staff. We consider ourselves to be a family; we celebrate each other's successes and stand by each other during our tribulations. It is because of this that we are proud to introduce to you: Peter Lafrance, Southbank's new Service Manager. I sat down with Peter to talk to him about his new role at Southbank and what he believes are the core values that build and maintain a strong Service Department.
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| Peter Lafrance, Southbank Service Mgr |
Southbank Blogger: Good morning Peter. Can you please tell us how long you have been with Southbank Dodge?
Peter Lafrance: I have worked at Southbank Dodge for eleven years. I began my career as a technician and from there was promoted to Shop Foreman and then to Assistant Service Manager, before beginning my new role as Service Manager. Eleven years has certainly flown by and I am excited what the next eleven have in store for me at Southbank.
Southbank Blogger: Peter, what do you think is the most important duty of a Service Manager?
Peter Lafrance: I believe the most important role of a Service Manager is to make sure that all of the service staff, from advisor's to technicians work together as a team with the rest of the Southbank staff in the pursuit of one common goal: to ensure that the Southbank customer always comes first and is satisfied with the service from the moment they enter the drive-thru until they drive off with their vehicle.
Southbank Blogger: Peter, what do you believe sets the Southbank Service Department apart from other service departments in Ottawa and the surrounding communities?
Peter Lafrance: Our service department is set apart from other service departments in the city for a number of reasons and it is difficult to just pick one. I believe an important factor that sets us apart from other service departments is my staff`s loyalty to Southbank. A large number of my team members have been here for over thirty years and I believe this is a testament to the dedication each customer will receive when they come to the Southbank Service Department. Another important factor is in the way that any service staff member is willing to work as a team for Southbank as a whole, which in turn transcends to the customer. Over my eleven years here, that is one of the greatest things I have seen, it does not matter if you are from service, sales or parts, you are willing to help any customer or team member.
Southbank Blogger: What do you hope customers leave the Southbank Service Department feeling?
Peter Lafrance: I hope that every customer that leaves Southbank feels that they are part of the Southbank family. From the first day I started, I felt that Southbank was different and I hope that is carried onto the customer. I hope that each customer leaves satisfied with every step and aspect of their visit to Southbank Service.
Southbank Blogger: Peter, what are three things that you would like to communicate to Southbank Service customers?
Peter Lafrance: One, would be to make sure every customer is happy with their visit to Southbank and if for some reason, they are not, please tell us how we can make you happy.
Two, is for our customers to know that the entire Southbank staff works as a team. I must stress this. We do not draw departmental lines. Every Southbank staff member is here to ensure the customer`s complete satisfaction, no matter if you are a service, parts or sales customer, you are part of the Southbank family and we are here to serve you.
Three would have to be that as Service Manager, my door is always open to any Southbank customer. My job is to make sure every customer is happy with their Southbank experience. I want to get to know the people that allow Southbank to continue to succeed. Without you, there would be no Southbank. We owe it to you.
Please come in to see Peter and the rest of the Southbank team and see for yourself what makes Southbank different.
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