A32-Lancaster Farming, Saturday, July 14,1990
Lancaster Ford
Wins President’s Award
LANCASTER, (Lancaster Co.)
Larry Groff, President and
General Manager of Lancaster
Ford Tractor runs his business
with an interesting philosophy.
Price is soon forgotten, but poor
service is never forgotten. Groff
has obviously instilled this in his
employees as well. Recently Lan
caster Ford was one of only five
percent of Ford New Holland
dealers in North America that
received the Ford New Holland
President’s Award. The award
was given for outstanding evalua
tion for customer satisfaction.
Not one to get overly excited
about awards, Groff, viewed this
award a bit differently. “This
award was judged by our custom
ers. They reported directly to Ford
New Holland as to their service
experiences from the time of ini
tial sales contact to the service
received in all areas of the dealer
ship for a one year period. Some-
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times when you have the oppor
tunity on a daily basis to see the
human errors that are made within
the dealership it gets frustrating.
This award helped me to see that
excellence in customer satisfac
tion is not only a possibility, it can
be a reality.”
Customer satisfaction or dissa
tisfaction is made up of many dif
ferent components. From the per
son who answers the phone, to the
book keeper, the salesman, the
parts person and the service tech
nicians. All are intricately inter
woven into a system that will
either make a customer’s experi
ence at the dealership a satisfying
one or a dissatisfying one.
Groff has been the general man
ager of Lancaster Ford Tractor
since 1980. With his deep com
mitment to the many customers
that he and his employees serve it
looks like Lancaster Ford will be
here for many more years.
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M 2533 OLD PULA PIKE,
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I (717) 397-7539
ERA WOOD STOVES
Ron Boughton, Ford New Holland dealer zone representative, presents the Presi
dent Award to Larry Groff. As Groff received the award, he said, “The people behind
me, Chris, Clint, Ruth Ann, Diane, Buzz, Craig, Paul, Jerry, Allan, Mike and two
employees not here for the picture, Denny and Chuck are the people that made this
award possible.”
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