Crosstown Auto Centre
Edmonton-based Crosstown Auto Centre is one of Canada’s largest Dodge, Chrysler, Jeep, Fiat, and Ram dealerships. A dealer of both new and pre-owned vehicles and with significant presence dedicated to parts, service, and automotive repair, Crosstown Auto Centre is a full service dealership offering everything under one roof.
As part of the AutoCanada network, Crosstown Auto Centre is the cornerstone dealership of Canada’s single publically traded dealer group. AutoCanada promotes a strong customer service index (CSI), and Crosstown Auto Centre has the ideal model to exceed expectations.
“When manufacturers look to us, one of their main questions is CSI. Our attitude is that ‘the customer is always right’ so we have a very concentrated effort in addressing customer issues immediately,” Robbie Gordash, Sales Manager with Crosstown Auto Centre, told The Canadian Business Journal. “A happy customer will tell five friends, and an unhappy customer will tell 50 friends, so customer service is crucial to our business.”
At Crosstown Auto Centre, you’re not seen as a customer, rather as a guest. It is this established internal culture that promotes customer service and has pushed the dealership to the forefront in the ever competitive automotive sales market. Crosstown Auto Centre continues to seek the next level. As such, the company has recognized and implemented technological developments as a means to further interact with its customer base, utilizing leading edge technology to ensure its continued success.
“All of our employees are geared and driven toward providing guests with a unique experience, whether it is at the sales level, the parts and service level, or at the body shop. We’re all driven by that same focus,” added Scott Saunders, Parts Manager with Crosstown Auto Centre. “Leading edge technology also gives us an advantage with our competitors. Technology is something we have to remain focused on, whether it’s sales, service, or parts.
“The consumers have now changed their whole philosophy of how they shop, and the Internet and social media aspect has influenced the strategies we’ve put in place to move forward with the changes in the consumer market in how the customer wants to do business with us.”
Growing the Base
Crosstown Auto Centre has pursued additional streams to maximize its success, like integrating new technologies to grow customer demand and increase vehicle sales. As one example, Crosstown Auto Centre promotes its message and brand through a strong online presence and forward-thinking resources like the Internet, YouTube, and other social media networks. With new technology enhancing its supportive sales and financing staff, this year Crosstown Auto Centre reached No. 1 in Canada for sales and profitability by volume.
Crosstown Auto Centre has a successful history in the Edmonton market and has established a trusted reputation through the years. As such, a significant portion of business at Crosstown Auto centre is from referrals and repeat customers. Home to the largest Chrysler facility, Crosstown Auto Centre has an impressive offering of the biggest and the best for customers.
“We understand that if we’re going to grow our business, we have to take care of our firm foundation and grow from there,” Gordash summarized. “People want to deal with us because they know we’re going to be around to take care of them.”
Toward the Future
Despite the recent economic downturn, the message at Crosstown Auto Centre remained upbeat, and the results have reflected. This is because part of the company’s philosophy is to run a lean operation, as if always operating in a recession, so that when a slowdown occurs, the impact isn’t as daunting.
“There was an impact, notably the banks were more stringent in giving approvals, but fortunately we’ve cultivated a phenomenal relationship with the banks and they know our reputation,” Gordash detailed. “Everything is cyclical and at some point there is a downturn, but we’ve insulated ourselves from when the negative hits.”
Dodge, Chrysler, Jeep, Fiat, and Ram manufacturers are on the leading edge of fuel efficiency and continue to produce fleets of vehicles with phenomenal fuel economy. It is just one more advantage that has separated Crosstown Auto Centre from others in the market, and it supports the company’s continued pledge to always be the market leader.