Will Bruser says Truckworx Kenworth is a dealership committed to “doing what is right for the right reasons,” and with its unending commitment to customer service excellence, it’s easy to see why.
There aren’t many dealers in the medium- and heavy-duty market that have done more in recent years to enhance their customer service response. Substantial investments include corporate marketing and employee training to expanding service department hours and developing a concierge customer service team created specifically to guide customers through service experiences. Together, Bruser says Truckworx Kenworth is singularly focused on providing the products, service and solutions that will keep its customers loyal and their trucks on the road.
“Everything we’re doing is connected to uptime and providing that quality experience,” says Bruser, Truckworx Kenworth president and co-owner. “We want customers leaving in a good mood, wanting to come back to do business with us again.”
It’s clear the method is helping their customers, as the company has doubled its number of locations in the past decade while also being named a finalist for the Successful Dealer Award for the first time.
A family-owned business with a strong focus on personal relationships, Bruser says Truckworx Kenworth strives for excellence in all facets.
On the customer side, most of Truckworx Kenworth’s recent efforts have focused on creating a high-quality, comprehensive and repeatable customer experience process that ensures customers know “how much we value them,” says Leah Stanton, director of marketing. “Our focus is centered around memorable experiences and building meaningful relationships.”
The biggest advantage in that area has been the Truckworx concierge program. Introduced four years ago, Bruser says the program uses Kenworth TruckTech+ technology to monitor connected customer vehicles and work in conjunction with vehicle owners and drivers to schedule service events in a manner that reduces unscheduled downtime. Like other areas of the business, Bruser says the program is constantly growing.
