How GM’s Certified Elite Program Can Help Boost Customer Satisfaction

Published: Aug 25, 2014
New York: Potamkin GM Dealership
Patrick Mackey, Service Manager at Brasher Motor Co., “recently faced a disgruntled General Motors customer who came to him reluctantly for a repair after another dealership had failed to fix the problem.”

Mackey made an irresistible offer – he promised to knock off one monthly car payment for him and even extend his OnStar subscription with one year. What allowed him to make such a generous offer was the dealership’s Certified Elite status. GM gives these dealers some additional perks, “one of which is the ability to make aggressive offers with the confidence that the factory won’t nickel-and-dime the dealership for doing it.”

Technically every dealer is allowed to ask GM to do that, but they will get their money back only if their request is considered valid. Currently, 300 out of GM’s 4,300 dealers are Certified Elite.

To find out how to get the Certified Elite status, read the full article at Automotive News.

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Victor Lance is the founder and president of Lance Surety Bond Associates, Inc. He began his career as an officer in the U.S. Marine Corps, serving two combat tours. As president of Lance Surety, he now focuses on educating and assisting small businesses throughout the country with various license and bond requirements. Victor graduated from Villanova University with a degree in Business Administration and holds a Masters in Business Administration (MBA) from the University of Michigan's Ross School of Business.