Leaders at Larry H. Miller Dealerships are proud of its locations that earned certification in the J.D. Power 2019 Dealer of Excellence program. Larry H. Miller Dealerships’ president Dean Fitzpatrick describes the certification as setting the standard “for the exceptional level of customer service we aim to provide at every one of our dealership locations.”
Fitzpatrick and others at the company are especially proud this year, as 15 of its dealerships were certified in the program, which recognizes U.S. dealerships that provide exceptional customer service.
Larry H. Miller Dealerships notes that with 150 total dealerships on the 2019 list, those 15 dealerships represent 10% of the list.
Also, Fitzpatrick said his company achieved the distinction this year of being the first dealerships to earn the certification in Arizona, Idaho and New Mexico.
“The J.D. Power Dealer of Excellence certification sets the standard for the exceptional level of customer service we aim to provide at every one of our dealership locations,” Fitzpatrick said in a news release. “To have 15 of our dealerships certified shows that our customers agree that we’re meeting and exceeding that goal in many of our dealership locations.”
Larry H. Miller Dealerships said J.D. Power — and subsequently, its Dealer of Excellence program — is known for its “Voice of the Customer” research for nearly 50 years. The program, according to Larry H. Miller Dealerships, helps consumers find retailers “that will go the extra mile.”
Larry H. Miller said the Dealer of Excellence program helps auto buyers who seek a strong dealership to give them confidence in buying a vehicle. The dealership group said only 2% of dealerships nationally qualified in 2019.
Qualifying dealerships must pass a three-step process: First, J.D. Power limits the percentage of eligible dealerships by nameplate based on how each brand performs in the most recent J.D. Power U.S. Sales Satisfaction Index, or SSI, study. That, according to Larry H. Miller, means proportionally more dealerships from top-performing brands can become a J.D. Power Dealer of Excellence.
Second, dealerships must rank among their brands’ top performers in important customer satisfaction areas that match measurements found in the SSI Study.
The third area is that qualifying dealers are required to pass an audit showing they meet or exceed J.D. Power sales best practices.
Those best practices include, but are not limited to: listing vehicle inventory and pricing on the dealership website; negotiating efficiently and transparently; offering a fair trade-in value; and presenting an easy-to-understand menu of finance and insurance products.
The Larry H. Miller dealerships that received the certification include:
— Larry H. Miller Toyota Boulder in Boulder, Colo.
— Larry H. Miller Nissan Highlands Ranch in Highlands Ranch, Colo.
— Larry H. Miller American Toyota Albuquerque in Albuquerque, N.M.
— Larry H. Miller Toyota Albuquerque in Albuquerque, N.M.
— Larry H. Miller Toyota Peoria in Peoria, Ariz.
— Larry H. Miller Ford Mesa in Mesa, Ariz.
— Larry H. Miller Nissan Corona in Corona, Calif.
— Larry H. Miller Toyota Corona in Corona, Calif.
— Larry H. Miller Chevrolet Murray in Murray, Utah
— Larry H. Miller Lexus Murray in Murray, Utah
— Larry H. Miller Lexus Lindon in Lindon, Utah
— Larry H. Miller Toyota Murray in Murray, Utah
— Mercedes-Benz of Draper in Draper, Utah
— Larry H. Miller Subaru Boise in Boise, Idaho
— Larry H. Miller Lexus Spokane in Spokane, Wash.
The full list can be found at https://www.jdpower.com/Cars/Ratings/Dealer-of-Excellence/2019