Over the years, change has worked for Arlington Heights Ford

Although change is a given in life, any changes that have occurred at Arlington Heights Ford over the years have been relatively seamless, and ultimately working out to the benefit of the dealership's customers and the community at large, owners say.

One thing that has remained constant is the level of service Arlington Heights Ford has given its sales and service customers. Making customers happy isn't just talk, it's a business practice that continues to earn Ford Motor Co.'s "President's Award," given annually to dealerships that rank in the manufacturer's top 10 percent for overall satisfaction.

"It's the 26th year in a row that we have won the award," General Sales Manager John Guido Jr. said. "No other dealership in the country has done that."

Ford developed the President's Award in 1998 to recognize dealers that consistently deliver exceptional sales, service and vehicle ownership experiences to their customers. Dealers become eligible through survey responses from customers related to their service, satisfaction and overall dealership experience.

The Guido brothers - John Sr. and Tony - have owned the dealership since it first opened its doors in 1984. Of its 90-plus full-time employees, 23 have more than 20 years of service.

"We have a saying here that ESI equals CSI," John Jr. said. "That means employee satisfaction index equals customer satisfaction index."

The Guido family is always looking for ways to improve the dealership's operations, all with an eye toward improving the customer experience.

"It's not how many or how few complaints you have, but how you handle them that makes the difference," John Jr. said.

Paying attention to customer satisfaction is no accident. The company constantly evaluates customer reviews to see where improvements can be made. Changes over the years have led to a fully staffed Internet department and a Quick Lane Truck & Auto Center, where customers can bring not only Fords, but vehicles of all makes and models for routine servicing without an appointment.

One of the behind-the-scenes ways Arlington Heights Ford is changing and improving is through an upgrading of the dealership's financial operations. Controller David Tomczyk is in the midst of reducing the amount of paper used by placing all records in electronic storage. This upgrade will allow virtually instantaneous access to years of dealership records.

More apparent to customers, however, is the electronic DocuPad that significantly streamlines the presentation and signing of financial documents associated with buying a new or used vehicle.

Instead of an hour or more in the dealership signing a sales contract and legal documents, customers are actually finished in about 30 minutes. Much of what used to detain customers for hours when buying a car, such as submitting credit applications, is performed securely online, often before the individual sets foot inside the store.

Giving back to the community is another important part of the operations at Arlington Heights Ford. The dealership just spearheaded an effort called "Barbecue for the Troops" on July 18 with 70 local dealerships participating through the Chicago Automobile Trade Association. Each participating dealership barbecued food and promoted raffles. The number of dealerships participating in the event doubled over last year.

General Manager Tony Guido has been heavily involved with CATA for a number of years, sitting on the organization's board of directors. John Sr. is chairman of the local Ford Dealer Advertising Board, which is responsible for all Ford advertising in the Chicago area.

Another effort that makes the family proud is the Backpacks for Class donation program. With the help of about a half dozen additional Ford dealers, the dealership will distribute about 1,000 backpacks fully loaded with school supplies to needy students in Northwest suburban school districts. Each participating dealership has a collection box where customers can drop off backpacks and other school supplies.

Other fundraising efforts in which Arlington Heights Ford participates include Drive One for Your School, where Ford donates $20 for taking a test drive. In the past five years, Arlington Heights Ford has raised more than $40,000 for six area high schools.

The dealership also supports Toys for Tots and the JDRF Walk to Cure Diabetes.

Another portion of the dealership's fundraising efforts involves giving away auto parts to various local organizations, including sheet metal for high school body shops. Last year alone, donated parts valued at more than $45,000 helped these schools train the technicians of tomorrow.

Giving back, in fact, is a way of life for the Guido family.

"We are a firm believer that if you do good things for people, good things will happen to you," John Sr. said. "That's how we have operated for the past 31 years."

The positives of life are also reflected daily at Arlington Heights Ford.

Walk inside the store and you'll see many of the employees wearing bracelets with a slogan that embodies the dealership's work ethic. That slogan reads: "No negativity allowed. Be positive."

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801 W. Dundee Road Arlington Heights

(847) 870-1300

<a href="http://www.ahford.net">www.ahford.net</a>

<span class="fact box text bold">Sales:</span> 9 a.m. to 9 p.m. Monday to Friday, 9 a.m. to 6 p.m. Saturday

<span class="fact box text bold">Service:</span> 7 a.m. to 7 p.m. Monday to Friday, 7 a.m. to 6 p.m. Saturday