Troy , MI
Overall Rank for 2012: 77
Last spring, service tech Harold Clark was dispatched to a customer's home to find the man's wedding ring, which had disappeared inside the console of his Cadillac CTS.
Unsuccessful, Clark brought the car back to Suburban Cadillac-Buick, in suburban Detroit, where he took out the front seat and dismantled the console. He found the ring, put the interior back together and returned the car and wedding band to the customer's home at no charge.
For that feat, Clark got to choose a gift from a catalog reserved for employees who deliver "defining moments" to customers. Clark chose a fleece sweatshirt.
It's one small way the 110 employees at the suburban Detroit store are rewarded for extraordinary customer service.
"These are token rewards. They're not all that expensive," says Suburban General Manager David Butler. "But the employees value being recognized as having made a difference in delighting a customer."
The dealership offers some not-so-token spiffs, too. A generous bonus program includes a $350 quarterly payment for all employees when the store earns a General Motors sales incentive, which it usually does.
Sales and service staff often get a monthly bonus of around $200 for meeting customer service targets. Salespeople, service techs and advisers often haul in another $300 to $500 a month for hitting certain internal sales objectives.
As for the customer who lost his wedding ring? He wrote the store a note of appreciation.
Says Butler: "He said he'll never buy another car from anywhere other than Suburban."
-- Mike Colias