Print

The DCH WAY - Driven by a better way

 
 
The DCH Way is a set of corporate values which every DCH Auto Group dealership employee learns and follows.  By holding our employees to such high standards, we feel that the quality of our customer experience is enhanced.  Simply walk into any DCH Dealership and look around.  A placard proudly hangs in the dealership, to remind both customers and employees why we are "Driven by a better way."
__________________________________________________________________

welcome

We will be a familiar, receptive, accessible
brand with a pleasing friendly spirit.

  • We will make every customer feel that DCH is a familiar place with familiar people
  • We will communicate information, provide service, make sales, and foster best decisions.
  • We will greet our customers in an open manner and tone that makes them feel comfortable.
  • We will convey a sense of warmth and openness regardless of the task at hand.
  • We will communicate attentiveness, sincerity, and expertise so our customers believe that we intend to take good care of them.
  • We will continue to stay in touch with our customers.
  • We will be approachable, not reserved in our manner, always offering a helping hand to our customers.
 
respected

We will be fair-minded, treating everyone in an equitable,
unbiased manner and we understand that our customers
want us to respect them as individuals.
  • We will be courteous, well groomed, professional, and positive whether in person or over the phone or internet.
  • We will listen carefully to our customers.
  • We will make every effort to know and satisfy our customers' individual expectations.
  • We will always respond with sincerity and respect.
  • We will be sensitive tou our customers' feelings.
  • We will be gracious and forthcoming, never confrontational or condescending.


productive

We will be responsive to our customers' needs - providing
a convenient, simplified sales and service experience
delivered in an efficient, timely manner.

  • We will make sure that a customer's wait time is productive and not wasted.
  • We will each respond quickly, professionally, and with warmth, regardless of whether the customer's business directly involves me.
  • We will provide a caring environment that is conductive to best decision-making process by being upfront and open with our customers.
  • We will make is easy for customers to make decisions, providing options in a simple and timely manner.
  • We will help to ease anxiety with our open approach to the transaction process and the paperwork.
 

confident

We will be accountable, experienced, knowledgeable
employees who help our customers feel secure,
relaxed, and at ease.
  • We will behave responsibly towards each other.
  • We will share our knowledge and expertise with our customers.
  • We will project confidence in our manner and our dress.
  • We will keep our facilities the cleanest and best maintained.
  • We will be certain of what we say and do, so our customers feel comfortable that they are making the best decisions.
  • We will manage customer expectations and never promise what we have no confidence of delivering.


enthused

We will create a strong, bold network of enterprising enthusiastic
employees whose aim is to delight our customers while
they make their purchase decisions and afterwards.
  • We will communicate with pride as we deliver our brand promise to our customers.
  • We will completely think through all the details of each customer's DCH experience.
  • We will be eager and wholehearted in our desire to please our customers.
  • We will delightfully surprise our customers today so they continue to be our customers tomorrow.