We are truly excited to recognize James Stecker as the May 2023 Jim Ellis Client Champion! James is one of our Buick GMC Mall of Georgia service advisors. James was nominated by General Manager Jason Dowdy.
The Jim Ellis Client Champion award has been presented monthly since 2014 to a Jim Ellis team member who goes above and beyond to deliver the Jim Ellis Promise to one of our guests. With more than 1,600 team members in the organization, only a small percentage of team members each year receive this honor.
Here is the story behind why James was nominated as the monthly Client Champion:
A customer recently visited Jim Ellis Buick GMC Mall of GA experiencing issues with his GMC Yukon XL and was greeted by James Stecker. James listened intently, assuring the customer he would do everything he could to assist. As the customer stepped away, he then witnessed another customer approach James with an abrasive attitude. He was impressed as he watched James calm the disgruntled customer down in a level-headed and professional manner. After observing that exchange, he was confident that he was in good hands with James as his service advisor.
James took in the Yukon XL for diagnosis while the customer and his wife waited, they hoped for a speedy fix since they had children needing to be picked up from school. The service team concluded that the issue was due to a low battery charge, so they charged it up and sent the couple on their way.
The next morning, the customer receives a frantic call from his wife, explaining that the vehicle won’t start again and she is stranded at home with children needing to get to school. The customer immediately regrets feeling he may have rushed the diagnosis process the day before in their hurriedness to get on the road and pick up children from school. He decides to go ahead and text James to let him know what is going on. James was in the midst of taking his own child to school before work, but didn’t hesitate in connecting with the customer to see how he could help resolve the situation before getting to the dealership. James was incredibly empathetic to the customer’s concerns and promised that once he arrived at work he would see if he could go ahead and secure a rental for the couple and get their Yukon XL looked at again at the dealership.
James not only provided the customer with a rental, but he sent a team member out to his home to drop it off and pick up the Yukon to help them avoid being any further inconvenienced. The team member brought the Yukon XL back to the dealership for another diagnosis while the customer’s children made it safely to school in the rental. James saved the day by going the extra mile for his customer.
Congratulations, James! We appreciate everything that you do.