The Difference

What Makes Us Different?

Contracted Porter Services is a new and innovative concept that more and more dealerships are utilizing to enhance the arrival and departure process. Not only will contracting porter services earn higher CSI scores, but it also lowers the overall operating costs of employing an internal staff.

Pinnacle is the first company in the US to specialize strictly on auto dealerships. We only care about improving your overall customer service and operational efficiency. We perform this goal each day with our unparalleled focus on Culture, Talent Selection, Training, Technology, Quality, and Performance Measurement.

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Corporate Culture

Our Hospitality Service Mindset Begins Here…

Our culture of hospitality is established from an employees very first day by Derek Cunard, Chief People Officer who is responsible for providing targeted education that furthers our luxury service culture at automotive dealerships nationwide. These proprietary “Diamond Standards” are instilled into the mindset of all team members, gleaned from the same principles adopted by the most world renowned hospitality providers. The Chief People Officer is a critical and strategic shift in how we think about people and culture at Pinnacle Automotive Hospitality which results in improved CSI scores and customer delight at our dealerships.

We provide the most specialized and sophisticated Hospitality Service
Training in the Industry.

 

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Talent Selection

The Science of Guest Services

The most significant difference between other providers and us is our focus and dedication to our people. We emphasize their importance to the organization and build them into highly specialized, highly compassionate guest service providers at your dealership.

The selection process is highly stringent, utilizing the foremost leader in talent selection for 5 star 5 diamond resorts. The process finds the applicants that best fit the position using their natural talents. This tool is for both selection and developmental purposes. This highly scientific process is proven to identify the right candidates with superb accuracy that will positively impact your service drive customers.

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Training And Development

Service is a Mindset

Six Facets of ServiceTM

The Perception

Warm Greetings

Aggressive Anticipation

Caring Interactions

Legendary Moments

A Memorable Farewell

Our Service Ambassadors are provided guest service training that is much more extensive than any other contract porter provider. In addition, their service levels are upheld by our management team and supported by our corporate team.

The Diamond StandardsTM are the foundation of Pinnacle Automotive Hospitality. They encompass the values and philosophy by which we operate and include our 6 Facets
of ServiceTM
.

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We specialize in pairing your dealership’s positive image with impeccable guest service, which contributes to improving your CSI scores and generates more return customers.

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Technology

At Pinnacle Automotive Hospitality, we’ve embraced the latest in technology and have proven that successful implementation can add tremendous value to our automotive clients. Our competitors cannot match our knowledge and operational expertise of the technology solutions used on the service drive to improve the R.O. process. We possess the strategies required to successfully implement them and maximize your ROI by our extensive experience operating cutting edge technology solutions for some of the largest and most successful automotive dealership operations in the country.

MDL autoMation™    www.MDLautomation.com

MDL is the country’s leader in providing total process improvement through Instant Guest Recognition & Messaging using Radio Frequency Identification (RFID) and License Plate Recognition technologies (LPR) through its Service Drive Concierge™ program. MDL’s Bloodhound™ Bluetooth beacon solution provides both Sales and Service departments with affordable vehicle location management. Dispatch Master effectively manages the movement operation of guest or inventory vehicles from any origin and destination point in a dealership. Visit www.mdlautomation.com or call 888-635-7343 for more information. Pinnacle is proud to represent MDLautoMation™.

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Quality Assurance

Listening to our customers and doing it right the first time is what we pride our services on each day. Our team is motivated to never take anything for granted and ensure that each associate delivers on our promise of exceptional service.

Your service drive will always be led by a Ramp Captain. He ensures the Corporate vision and service training is upheld at each interaction. Our Diamond Standards ™ Training Standards are enforced strictly through unannounced

Corporate audits and third party mystery shoppers. In addition to 25 hours of service training annually, constant education of our associates is vital. Each day we take action through staff huddles which disseminate critical site specific information, guest service reminders, and updates to training modules.

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Performance Measurement

How do we know we are improving your porter services? CSI score improvement is one factor, but we demand more. We motivate our associates to deliver solid results and reward and recognize them with quarterly bonuses and independent reviews based on these factors that are consistently benchmarked:

  • Your dealerships CSI Score improvement
  • Unannounced Corporate Audits
  • Customer feedback that recognizes Legendary Moments
  • Mystery Shopper Analytics Reports
  • AVPM Technology which tracks individual performance and service volume.

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