Four Star Freightliner held its first-ever Customer Experience Day on Wednesday, July 12, in Opelika, Ala. A group of the company's valued partners were invited to attend and share their experiences and ideas for how the company can better serve them as a dealer.
The partner panel included:
- Brett Phillips, Sexton Farms/Broadleaf
- Tyler Hearin, 121 Disposal
- Benny Paul Whitehead, Benny Whitehead, Inc.
- Joseph Parnell, Tree Haulers
- Robbie Daniels, Wiregrass Electric
- Dale Cribb, Scruggs Company
This group of customers was chosen because they represented the various vocations in the industry including over-the-road, logging, construction, utility and refuse. They also utilize all three areas within the Four Star dealerships in parts, service, and sales.
In addition to the customers, there were several partners from Daimler Trucks North America (DTNA) present, including Paul Romanaggi, DTNA's chief customer experience officer. He urged those in attendance to include the voice of the customer in everything they do. DTNA members provided valuable feedback as well as solutions to the group’s requests and concerns.
A significant number of Four Star employees from all seven locations in Alabama, Georgia, and Florida, attended the Customer Experience Day. It was impactful to have them present to hear the customers' needs and requests in person, Four Star says.
Four Star's continuous improvement coordinators took several pages of notes from the event and will meet to review them with the company's change management team. They will put action items in place for all the opportunities for improvement, the company adds.
The event was organized and led by Four Star’s Jay Morrison, vocational sales manager and Mike Ellifritz, training & development manager. The pair agreed that this event will be held again next year, and a new panel of customers will be selected to give their feedback.
