Service adviser believes customer satisfaction is key to success

When you’re 6 feet 7 inches tall, it’s hard to be inconspicuous.

While Ryan Johnson does indeed duck slightly walking through doorways at Gresham Ford, what truly makes one of the dealership’s service consultants stand out is his easy smile and genuine interest in others. by: OUTLOOK PHOTO: JIM CLARK - Ryan Johnson, service adviser at Gresham Ford, was once an automotive technician. For the past six years, he has gone out of his way to make sure the dealerships customers are satisfied with their service and repair experience.

“Ryan takes the time to find solutions to customers’ concerns (automotive and all related) and truly lives our tag line, ‘Dealer with a heart,’” wrote Bess Wills, general manager of Gresham Ford. “Every month I receive notes from customers complimenting him on going above and beyond his scope of duties. Just recently, he was able to get a local organization’s van back on the road, at no expense, when they had been quoted big dollars.”

Ryan, 33, and his wife, Tammy, are Gresham residents. Along with supporting fundraisers for SnowCap and My Father’s House, Ryan serves as chairman of the Young Professionals 40 and under group through the Gresham Area Chamber of Commerce and Visitors Center.

n What motivates you to get up and go to work in the morning?

“My goal is to help people out. A lot of people think we’re out for their money, but we try to set ourselves apart by building relationships with our customers. We try to look at each individual situation and help people out.”

n How did you get into the automotive industry?

“My grandpa was into classic cars, so I had that exposure. He worked on old Chevys mostly. When I moved up from California, I got a job at Gresham Dodge as a service porter. I drove customers around and helped out. They came to me one day and asked if I wanted to become a technician. I didn’t, but I didn’t have much of a choice, either.”

n Do you prefer being a technician to what you do now?

“I like to work on cars as a hobby. But when I did it all the time, it wasn’t as much fun anymore.”

n What do you enjoy most about your job?

“We depend a lot on referrals. When we can take care of a customer and they’re happy, they tell other people. I had a (senior citizen) recently who didn’t have a working heater in her car. We decided she couldn’t drive around in the cold, so we took care of it for her. She told some of her friends, and they’re customers now. If you help people, they will help you.”

n Beyond the products and services you represent, what makes Gresham Ford stand out?

“Bess is very supportive of the community, but I didn’t know that existed before I came here. If we want to do something in the community, Bess always says it’s OK. I’ve driven cars with business people in the Corbett parade and the Teddy Bear Parade, and my wife and I attend different fundraisers. It’s nice to be involved like that and feel like you’re giving back to the community.”

Contract Publishing

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