a letter from our senior customer relations manager

JHNews, March 2012
Volume 3, Issue 1
A LETTER FROM OUR SENIOR
CUSTOMER RELATIONS MANAGER
When people ask what I do for a living, I find my job is not easy to
describe. Sometimes I joke and say that I am the “Lexus waitress”
because I feed everyone, or the “party planner”, because I
coordinate events. On any given day, you may find me scheduling
receptionists, taking charity requests, coordinating training classes, handling client concerns or
making follow-up calls. My title is Customer Relations Manager, but the job is really so much more.
The job is so much more because of our broad definition of the word “Customer”. The customer can
be a visitor in the showroom, an owner in service or parts, a vendor, an employee, an online guest,
or any member of the community we serve. I must work to represent Jim Hudson Lexus in all
endeavors, knowing that my actions and words reflect on our brand. I must be personally and
professionally committed to excellence, a promise I embrace as both an honor and a responsibility.
All of the Customer Relations Managers (CRMs) in the Jim Hudson Automotive group proudly
embrace this promise, as well. We all have slightly different job descriptions, supporting our
dealerships in unique ways, based on the needs of that business. What we have in common is that
we are all “Guardians of the Culture,” working to ensure that our dealerships implement Mr.
Hudson’s philosophy of exceeding guest expectations at every touch-point. Our job is to encourage
quality and prevent details from falling through the cracks. In any customer concern, we are the
case managers responsible for building a team of associates to resolve the issue and work to
prevent a similar problem from occurring again in the future.
All of Mr. Hudson’s CRMs have recently been interfacing more often, in an effort to share best
practices and support one another in our common quest for a consistent customer experience. A
guest should expect Jim Hudson’s reputation to be upheld regardless of the amount or location of
their purchase. An employee should expect to be treated with the same level of courtesy and
professionalism regardless of their job title or length of service. To borrow from a Ritz Carlton
mantra, “We are ladies and gentlemen serving ladies and gentlemen.”
In short, we are the glue that holds the different pieces of the puzzle together. Every customer and
every associate should know that we are available to help, as a resource for information or as a
liaison for assistance. On behalf of the Jim Hudson Automotive Group team of CRMs, all featured in
this edition of the newsletter, thanks for all you do every day for our customers. We hope that all
employees feel comfortable approaching us with suggestions regarding how we can better serve
our customers, each other, and the community.
Sincerely,
Angela Maskey
CONTENTS
Front Page—Introduction
A Letter from Angela Maskey
Contents & Submissions
Page 2—Editorial Information
CRM Contacts
Newsletter Credits
Page 3—Jim Hudson Buick/GMC/Cadillac/Saab
Victory for South Carolina’s Future
Top Performers in Satisfaction
Page 4—Jim Hudson Lexus of Columbia
The Honorable Kabuto
Purple Day for Epilepsy
Page 5—Jim Hudson Lexus of Augusta
A Holiday of Giving
Family Celebration
Page 6—Jim Hudson Toyota-Scion
Scion Auto Show
Toyota Rent a Car Service
Page 7—Jim Hudson Hyundai
Welcome to Wayne Dubois
Spotlight on Customer Relations
Page 8—Jim Hudson Ford
Mustang Club Show in Lexington
Christian Academy Events
SUBMISSIONS WELCOME!
If you have stories to share or
information that you would like to pass
along, please feel free to send letters or
emails to our editors!
See next page for a complete list of Customer
Relations Managers and Newsletter Staff >>>
Page 2
Carolyn McCleary
Customer Relations Manager, Jim Hudson Buick/GMC/Cadillac/Saab
[email protected]
(803)783-0110
Melissa Keeling
Customer Relations Manager, Jim Hudson Lexus of Columbia
[email protected]
(888)240-6309
Angela Maskey
Customer Relations Manager, Jim Hudson Lexus of Augusta
[email protected]
(888)216-3033
Dave Ellison
Customer Relations Manager, Jim Hudson Toyota
[email protected]
(888)448-4893
Jennifer Bright
Customer Relations Manager, Jim Hudson Hyundai
[email protected]
(803)799-1234
Madison Gantt
Customer Relations Manager, Jim Hudson Ford
[email protected]
(803)359-4114
NEWSLETTER EDITORIAL STAFF
Project Lead: Dave Ellison
Chief Editor: Joshua French
Special Thanks to FedEx Office®!
Assistant Editor: Chris Murdaugh
Page 3
720 Garners Ferry Road, Columbia, SC 29209
Phone: 803-783-0110
VICTORY FOR SOUTH CAROLINA’S FUTURE
As a follow-up to our last newsletter and the article “Investing in South Carolina’s Future Technology Leaders,” we’ve
decided to check in on our robotics competitors, who most recently competed in the Palmetto Regional.
Los Pollos Locos is comprised of high school students from Richland One schools and is mentored by students from USC's
College of Engineering and Computing as well as professionals from the local community, including Jim Hudson Buick/
GMC/Cadillac. The team competes in the FIRST Robotics Competition, which aims to get high school students excited
about careers in science and engineering by making it a high-energy sporting event. Over 2,000 teams around the world
learned of this year's game, Rebound Rumble, in January. They had just six weeks to design and build a 120-pound robot
to play the game, where alliances of three robots collect and shoot foam basketballs and try to balance on a teetering
bridge with other robots. Los Pollos Locos' entry, dubbed Incocknito for its all-black paint job
and main sponsor in USC, was designed with a dual-direction shooting mechanism for easy
alignment with the goals and a low center of gravity for easy balancing on the bridges.
After a tough quarterfinals loss at the Peachtree Regional, the team traveled to Charleston
for the Palmetto Regional. Seeding 17th of 43, the team was called in as a replacement for a
broken robot in the elimination rounds, joining teams from Reidsville, NC (HOTBOTZ), Apex,
NC (The Hitchhikers), and the broken team from Greenville, SC (EnTech GreenVillains). The
alliance battled through a tough bracket against some of the finest teams in the Southeast to
become the 2012 Palmetto Regional champions. With the win, Los Pollos Locos becomes the
first team in the nine-year history of the Palmetto Regional to win the event in back-to-back
years. All four teams now qualify to attend the 2012 FIRST Championship in St. Louis, which
will be held April 26th through the 28th.
WELCOME ABOARD
CRM SPOTLIGHT: CAROLYN McCLEARY
We are proud to have Andy, Ryan,
Janet, and Dan as the newest members
of our Jim Hudson Buick/GMC/Cadillac
sales team!
Carolyn McCleary is a valuable asset to the Jim Hudson
Automotive Group, having worked as a sales consultant
at Jim Hudson Buick/GMC/Cadillac for eight years.
Long known for her ability to brighten up any gathering
of employees at the store, she recently accepted the
position of Client Relations Manager, a role which is
uniquely fitted to her outgoing and positive personality.
Customers and coworkers alike can equally benefit
from her knowledge and ability to handle any situation
with dignity and finesse.
Carolyn is married to her husband, Wayne, of 29 years
and is the mother of three children: Trent, Jade, and
Hunter. She attends the Right Direction Church, where
she has been a member for 10 years.
STRIVING FOR TOTAL
CUSTOMER SATISFACTION
William Lewis
Best CS Service Department
DEALERSHIP INFO
General Sales Manager: Chad Arnott
Service Manager: Charlie Gibbs
Parts Manager: Stacey Whitaker
http://www.jimhudsonsuperstore.com
http://www.facebook.com/
JimHudsonGM
http://twitter.com/JimHudsonBPGS
Randy Alexander
Best CS Sales Representative
Page 4
328 Killian Road, Columbia, SC 29203
OUR TOP PERFORMERS
IN SATISFACTION
Service Advisor Melvin Alston is
a 21-year veteran in the Jim
Hudson
group. He is a
customer
favorite, as he
always puts
them first.
Melvin and
Carolyn, his
wife of 17
years, have one 15-year-old
daughter named Carissa.
Melvin is also an active member
of his church.
Technician
Thomas Younts
may be new to
the Lexus
team, but he
already
represents the
Lexus way.
With 7 years of experience,
Thomas is dedicated to fixing
the customer’s vehicle the first
time, every time. Thomas is a
diehard Clemson fan, and he
loves to hunt and fish.
Ron Best
joined our
sales team 8
years ago. His
customers
always receive
first class
service,
whether they
are visiting our dealership for an
oil change or purchasing a car.
Ron enjoys being active in the
community and his church. He
is married to his wife Sandra of
3 years and has two children,
Kingston (13), and Ashlye (20).
Phone: 888-240-6309
TRADITIONAL HONOR FOR A NEW FACILITY
PURPLE DAY FOR EPILEPSY
As a part of the official grand
opening of Jim Hudson Lexus
of Columbia on Killian Road,
Lexus presented Mr. Hudson
with a ceremonial Japanese
Kabuto helmet. This type of
armor, which reached its
height in the Heian Period
(794-1192 AD) and the Muromachi Period (1336-1573 AD),
has come to symbolize the strength and perseverance to
attain one’s goals in life. Considering how hard Mr.
Hudson works to instill this kind of goal-setting and
achievement in his employees, he might as well be wearing
a Kabuto every day of his life.
For both Lexus and Mr. Hudson, the Kabuto’s presence at
the dealership serves as a reminder to treat each customer
as a guest in our own home.
Monday, March 26th marked Purple
Day for increased epilepsy awareness,
which hits close to home for us at Jim
Hudson Lexus. Customer relations
representative Amanda Creech’s 1-yearold son Jackson has been diagnosed
with a rare form of epilepsy. In support
of Jackson’s daily battle, our employees
sported purple shirts, ties, and ribbons
on that special Monday. Amanda has
been a valuable part of our Jim Hudson
family, and we will continue to show
support to both her and her family. For
more information on supporting
epilepsy awareness,
please visit
www.purpleday.org.
CRM SPOTLIGHT: MELISSA KEELING
Meet our new customer relations manager Melissa Keeling.
Melissa has worn many hats in the dealership. She started as
a part-time receptionist in college and has worked in almost
every department since then. We look forward to her taking
the reigns in her newest role, as she is committed to providing
the excellent service that our customers have come to expect
from Jim Hudson Lexus. “I'm very excited about my new
position. I am looking
forward to learning from our
customer relations
management team and
bringing new fresh ideas to
our dealership,” says Melissa.
She is an alumnus of the
University of South Carolina
and an avid Gamecock fan.
During the summer, she
enjoys spending time out on
Lake Murray with her friends.
DEALERSHIP INFO
Partner / General Manager: Pete Olmstead
General Sales Manager: Matt MacIntyre
Service Manager: T.K. Keane
Parts Manager: Mel Musgrove
http://www.hudsonlexus.com
http://www.facebook.com/pages/Jim
-Hudson-Lexus-ofColumbia/198969366781287
Page 5
3520 Washington Road, Augusta, GA 30907
Phone: 888-216-3033
OUR STRONGEST HOLIDAY OF GIVING EVER
At the end of 2011, we decided to say “Thank you” to Augusta for being the city of opportunities, to God for being generous
with his blessings, and to one another for cultivating the rich friendships we made with one another. Our dealership took the
spirit of holiday giving to new heights. Our mantra for the season echoed the movie “Yes Man”: say yes to each opportunity
and seek out creative ways to help others. Each year, Mr. Hudson generously presents financial gifts to local charities, and
this year was no exception. We gave over $10,000 to agencies such as the Golden Harvest Food Bank and the Ronald
McDonald House, each one working to support those in our community who may need a helping hand during difficult times.
In addition to these donations, we also said yes to requests for donating our time. Ring the bell for Salvation Army?
Sure! Help sort donated toys for needy families? Absolutely! Deliver food to elderly shut-ins? You bet. At the mention of any charity needing help
recruiting volunteers, we would send emails and make Facebook posts. When asked to sponsor needy kids for the holidays, our employees
personally stepped up to the plate. Normally our dealership is good for 3-4 kids, tops. This year we covered 18. There was some last-minute
scrambling to get it pulled together, but we did it. One of our team members told me why our efforts meant so much to him, since 35 years ago,
he was on the receiving end. When you realize how much one shoebox of toys can mean to a child, it really hits home.
Finally, we took our annual donation drive to the next level. While we had in past years held separate drives for toys, food, and toiletries, we had
never tried to collect all of them at once, but that’s what we did with our “15 Gifts of Christmas” campaign. We found 15 charities needing 30
different items, and agreed to recruit those donations. We promoted the need for our community to donate everything from socks for Rape Crisis
and diapers for Safe Homes, to t-shirts for Hale House and crayons for the Art Factory. We set up a huge Santa Sleigh display right at the front
door, and pushed for donations for a solid month. Every time a customer or friend came in with more items, we were thrilled.
We were very pleased with the 2011 Christmas charity campaign and look forward to finding new ways of saying “yes” to help others in 2012.
FAMILY CELEBRATION
Back in December, the Jim Hudson
Automotive Group came together for
the most spectacular Christmas
celebration yet. A big thanks to Mrs.
Sybil Hudson and, of course, Mr. Jim
Hudson for this special reminder of how
much you care.
DEALERSHIP INFO
General Manager: Bill Gibbs
Service Manager: Jose Tovar
Parts Manager: Warren Spooner
http://www.augustalexus.com
http://www.facebook.com/
JimHudsonLexus
http://twitter.com/JimHudsonLexus
CRM SPOTLIGHT: ANGELA MASKEY
The programs Angela
manages include
customer service,
cause-related
marketing, event
coordination, social
media, and training.
She also serves as
Incoming Chair for the
Leadership Augusta Board of Directors and
the Marketing Chair for the Augusta
Symphony’s renovation of the historic Miller
Theater. Angela speaks to civic groups about
leveraging social media and was a “Dancing
Star” for the Alzheimer’s Association Dancing
Stars Fundraiser in 2011. She also coordinates
the dealership-sponsored Volunteer-Augusta
website, encouraging people to give back to
their community.
Angela worked as Saturn’s Public Relations
Manager for 6 years before assuming her
current role as PR Manager for Jim Hudson
Lexus, where she has been since 2003. Angela
recently married Kevin Maskey, who has a
son (Forrest), age 15. In her free time, Angela
enjoys blogging, volunteering and reading.
OUR SATISFACTION CHAMPIONS
Congratulations to Shelley
Troutman, who was recently
promoted to Service Consultant
after demonstrating superior
customer service in the role of
Valet. We receive many
customer compliments about
Shelley and are thrilled to have her on our team.
Sales Consultant Scott Spivey
has demonstrated an
impeccable commitment to his
customers over the years. He
consistently follows up with
them, speaks to them in service,
and works to make sure they are happy with
their experience long-term. He is an example of
why relationship-building is the key to success in
sales!
Welcome back to Terrence
Davis, who is returning to our
dealership after serving our
country! We are pleased to
have him back on the team and
appreciate his commitment to excellence for our
Lexus owners.
Page 6
970 Columbiana Drive, Irmo, SC 29063
Phone: 888-448-4893
SCION CAR SHOW EQUALS BIG CHARITY DONATIONS
On December 17th of 2011, only a week before Christmas, Jim
Hudson Toyota-Scion hosted a Scion auto show in Irmo,
where each entry fee went towards a “Toys for Tots”
purchase, and attendees were encouraged to bring
unwrapped gifts for donation. While the toy drive itself
lasted for about 20 days, the Scion show was the finale, and
in the end, the community filled 3 Jim Hudson parts trucks
with toys for underprivileged children. The show itself also
featured trophies, prizes, food, and other fun!
WINNING
SATISFACTION
Jim Hudson Toyota is
the proud recipient of 6
consecutive President’s Awards
and the highest level of
customer satisfaction in the
nation. This achievement has
been a team effort, and these
men have led that charge.
Sales: Justin Burns, Tom
Stephens, Renard Green, Bryan
Kirkman, John Rectenwald, Luis
Fernandez, Scott McLaughlin, &
Doug Morrison
Service: Chris Milam, Chris
Tudor, Andrew Dantzler, Eric
Mixon, Mike Crocker, Boyce
Rampey, Jerry Kilgo, & James
Bouknight
CRM SPOTLIGHT: DAVE ELLISON
Within the Jim Hudson Automotive Group,
few people can claim the level of wisdom
and respect that Dave Ellison personifies.
He has been with the company for 10 years,
and he draws on more than 43 years of
experience within the automotive industry,
serving in a wide variety of roles and
earning countless awards for his exemplary
performance. Not only is he a Master
Certified Sales Manager and an Expert
Customer Relations Manager, but he has also hired and trained
numerous key figures in the Jim Hudson group. For that reason,
he is seen as a mentor and a role model for all of our employees.
Interestingly enough, Dave says that the greatest compliment
that he has received was being called “Mr. Hudson,” since he
understands the weight of responsibility and respect that his
name represents. He also shares Mr. Hudson’s passion to break
dealership misconceptions by providing unparalleled customer
service. Among his favorite memories on the job is when he
learned of a family robbed of their Christmas presents and Mr.
Hudson asked Dave to purchase gifts to replace them. Most
recently, he was also asked to lead a Dreher High School energy
workshop.
Dave and his wife Michele have 3
children and 3 grandchildren, and
Dave values his time with friends and
family above all else.
JIM HUDSON TOYOTA-SCION
PROVIDES RENTAL SERVICES
In an effort to expand customer
conveniences even further at Jim
Hudson Toyota-Scion, we are now
offering Toyota Rent a Car services.
The program is designed to allow
service and sales customers to rent a
quality vehicle for an extremely low
cost, but Mr. Hudson also hopes that
employees and their families can
make use of it, too. There is a wide
variety of Toyota vehicles to choose
from, including compacts, sedans,
family vans, and even hybrids. It’s
also a great way to try out a car, kind
of like an extended test drive, without
the pressure of having a sales
consultant with you.
Melinda Johnson (left) and Nicole
Cumalander (right) head our TRAC
program and are available to assist
our customers, employees, and other
visitors to Jim Hudson Toyota-Scion.
DEALERSHIP INFO
General Sales Manager: Scott Trotter
Service Manager: Edgar Alewine
Parts Manager: Greg Foster
http://www.jimhudsontoyota.com
http://www.facebook.com/
JimHudsonToyota
http://www.twitter.com/
JimHudsonToyota
Page 7
310 Greystone Boulevard, Columbia, SC 29210
WELCOME TO WAYNE DUBOIS
Phone: 803-799-1234
GROWING OUR TEAM OF SPECIALISTS
Jim Hudson Hyundai is proud in
welcoming our new General Manager,
Wayne DuBois. Wayne has been in
the automotive field since 1990. He
started out selling new GMC Trucks
and has since held multiple titles in
the sales department. Three years ago
Wayne moved to South Carolina and
assumed the Used Car Manger
position before making the move as
General Sales Manager at our Cadillac
Store. We are all excited about the
ideas Wayne has for our dealership….
“I am working to have a ‘Teacher of
the Year’ award at some of our local schools as well as a ‘Drive For Your School’ test drive
program to raise money for the schools as well as create test drives for us. I’d like to have
each manager in the store involved with our community in some way… Board member at
their kid’s school, men or women’s club, church, whatever that manager has interest in,
just GET INVOVLED and MAKE A DIFFERENCE! We will be flexible on their schedule, so
they can put the time in.”
We are happy to
welcome Justin
Goodwien to our
Hyundai family.
Justin comes to us
with more than 3
years of automotive experience. He
enjoys spending
time with his girlfriend Cristy and children, skateboarding, paintball, and paranormal investigation. He also hopes to manage a service department one day.
Justin joins a powerful team focused on customer satisfaction, which is exemplified by our shop
foreman Ron Holston (left) and Sales Consultant
Vlad Rabinov (right).
When Wayne isn’t at the dealership or making a difference in our community he enjoys
time with his family. He and his wife of 15 years, Camille, enjoy running together and
spending time with their three children. Evan (15), Lena (11) and Parker (13) are very
active in football, basketball, baseball, soccer, and cheerleading. Wayne and his family are
a very athletic bunch who love to hunt, hike, ski, or do pretty much anything outdoors.
DEALERRATER HONORS
We are the proud
recipient of the South
Carolina Hyundai Dealer
of the Year award!
DEALERSHIP INFO
General Manager: Wayne DuBois
Service Manager: Karl Eibling
Parts Manager: Howard Haller
http://www.jimhudsonhyundai.com
http://www.facebook.com/
JimHudsonHyundai
http://twitter.com/JHHyundai
CRM SPOTLIGHT: JENNIFER BRIGHT
Jennifer joined our Hyundai family in May of 2010 as a
receptionist, and with her bubbly personality and bright
smile she has made her way to becoming our Client
Relations Manager. She thinks of the people at Jim
Hudson Hyundai as family and is excited to come to work
every day. Jennifer is very appreciative for the
opportunity she has been given and strives to be effective
in the company.
Before joining Jim Hudson, Jennifer worked in the printing
industry, which was put aside to stay home with her
mother when she was diagnosed with breast cancer. Not
allowing herself to get discouraged, Jennifer has started
her career over and is working her way towards a better
future. When she is not at the dealership, Jennifer can be found hanging out with family and
friends, watching a game or race, or reading a good book.
Page 8
1201 West Main Street, Lexington, SC 29072
Phone: 803-359-4114
JIM HUDSON FORD HOSTS MUSTANG CLUB SHOW IN LEXINGTON
CHRISTIAN ACADEMY EVENTS
Jim Hudson Ford will be hosting the 34th Annual Mustang & Ford Show on April 29th, 2012. The
vehicles will be judged for fit, finish, and cleanliness and is completely free for spectators to attend.
The show starts at 9:00 am and goes until 5:00 pm at Jim Hudson Ford on West Main Street. There
will be a raffle, door prizes, cash drawing, food and a deejay.
We would like to invite all of our customers, neighbors, and
employees to join us later this month for the event. We have
also provided links and information if you would like to
register as a contestant. Hope to see you there!
Jim Hudson Ford has been proud to
sponsor two special events in our area,
each headed by an equally special
Christian Academy.
First, the Pray4Kennedy fundraiser
helped raise money to benefit young
cancer patient Kennedy Branham by
selling burger lunches. Pray4Kennedy
has gained enormous support with its
Facebook campaign and various
community
outreach efforts.
For more information:
www.centralscmustangclub.org
mail: [email protected]
Brian Miles: 803-518-2292
Cindy Miles: 803-518-2290
HIGHEST CUSTOMER
SATISFACTION
JR Honeycutt,
Sales Consultant
Bob Hargrave,
Service Writer
Tim Kyzer,
Ford Certified Technician
CRM SPOTLIGHT: MADISON GANTT
“The job of a CRM is a very special
position. I had the privilege to work
under the best, and even then, I never
realized what Michelle Cooper did
every day. Michelle was responsible
for bringing Mr. Hudson’s culture to
the Toyota store and did a wonderful
job of it, just as Dave Ellison does it
now. Michelle left a big impression on
my life as I know she did for everyone
she touched in the dealership. In my first year, I have learned
so much about Ford and how to encourage our employees to
be at their best every day. I work hard to spread the culture in
the Ford store, and I encourage our employees to be as
professional and courteous as possible. It is very encouraging
to see the response of our
customers as we increase our
efforts to serve them. Lexington
customers are starting to
understand the Hudson way of
doing business as we make
improvements in both sales and
service. I feel honored to be a
part of that growth, today and
into the future.”
- Madison Gantt, CRM
Next, we also hosted a Hole-in-One
competition at the Heritage Christian
Academy Classic Golf Tournament. We
were a top sponsor at the event and
showcased a 2012 Mustang at our
designated hole.
We feel honored to
have been a part of
both of these
community efforts!
DEALERSHIP INFO
General Sales Manager: Joe Pietrobono
Service Manager: Mike Taylor
Parts Manager: Mark Radle
http://www.jimhudsonfordlexington.com
http://www.facebook.com/pages/JimHudson-Ford/162682233783911
http://twitter.com/JimHudsonFord