There are no true off days in a 24/7 business like trucking. Delivering customer uptime is a full-time responsibility for dealers, and one The Larson Group (TLG) takes seriously.
It can be noon on a Wednesday or 4 a.m. Sunday morning. When a customer calls TLG for help, TLG Guru picks up.
Introduced in 2017, TLG President and CEO Glenn Larson says TLG Guru is another step in his company’s mission to create exclusive and invaluable service tools to better ingratiate TLG with its customer base. The 24-hour call center is a free service for any customer purchasing a truck through TLG (though it can be used for any customer vehicle) and enables customers to schedule PMs, on-site maintenance and manage roadside breakdowns through each of TLG’s dealer locations.
Trucking is a tough business, Larson says, and while TLG can’t eliminate every problem customers may encounter in their work, he says the company wants to remove as many of them as possible.
It doesn’t matter the problem, Larson says TLG wants to be a customer’s solution.
“When running a business, you are always looking for ways to differentiate yourself from the competition,” says Larson, who cofounded TLG with his father Claire in 1987. “We are always searching for that investment we can make so our customers feel more connected to us.
“Anyone can buy a Peterbilt from anywhere. We want customers to think, ‘I don’t just want a Peterbilt, I want a Peterbilt from TLG,’” he adds.
