New manager prioritises customer service
David Hannan, Car City’s New
Operations Manager
Some of the models available at Car City: (top left)
Daihatsu Sirion, (left) Honda Civic and (above)
Jeep Wrangler.
Tuesday, August 2, 2005
With 25 years experience in the automotive trade, David Hannan, Car City’s
new operations manager realises that simple strategies are often the best. He
has learned that the key to running a successful business can be summed up in
three words: ‘Great Customer Service’, that’s why he is concentrating on
ensuring that Car City has properly trained staff, so that the customers are
treated right and the business takes care of itself.
Mr. Hannan’s immediate objective for Car City’s Service and Parts departments,
and its body shop, H & R, is to “raise the level of service to a height never
before seen in the Cayman Islands”. That ambition is perfectly realistic, he
maintains: “It’s a question of being super-efficient, and ensuring we handle
customers like honoured guests. Treat them as we would wish to be treated.”
He is also working on a customer feedback system, as a device to help
achieve his goal of superlative service. “That system will determine the level
of satisfaction customers currently enjoy, and will also pinpoint their needs
and wants,” he explains. “We will then act on that information, using it to
tailor Car City’s operations for an exact fit with our clientele’s needs.”
“We value input from all our customers,” he continues. “We don’t care whether
they drive a $500 vehicle or a $50,000 vehicle. Every customer is equally
important to us.”
Originally from Louisville, Kentucky, it was in Flint, Michigan, that Mr.
Hannan himself received an extensive education on the management side of the
motor industry in the mid-seventies, when he spent three years studying at the
General Motors Institute. Since then he himself has run countless training
courses with “some success”, he remarks with typical Southern modesty.
Having lived in Cayman for eight years he has a good grasp of what drivers
in Grand Cayman want from a dealership service department. He is confident he
can meet the challenge of his new position with the support of the excellent
team he will be working with. “Every member of Car City’s repair and
maintenance team is a properly trained, professional technician. Between them,
they have over 170 years’ experience, and they are working with
state-of-the-art equipment. So we already have an excellent reputation; the
best on the island, giving me a great base on which to build,” he comments.
Car City’s sales department specialises in Daihatsu, Mitsubishi, Honda,
Dodge and Chrysler Jeep vehicles, both new and used. Mrs. Lolita Esteban (nee
Bodden), who has led the sales team since January, points out that vehicle
sales at Car City have always been strong because “they’re backed by the
guarantee of good service”.
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