According to a report from The Union, DeMartini RV Sales in Grass Valley, California, has been around since the mid 1970s but just recently were awarded with the Mahlon Miller Diamond Service Award status, the highest level accorded among dealerships of its kind.
The dealership was one of only eight in the nation to receive the prestigious honor. This isn’t the first time the dealership has received such acknowledgements.
“I was the leader of the team and it was a team effort,” said Tony Hartman, service and parts manager for DeMartini. “It felt great, especially two years in a row.”
“It’s a year-long process,” explained Hartman. “We know what our goals have to be at, and (reach) a 95% CSI rating. Each customer is presented with a questionnaire…we have to maintain 95% or higher. So last year we hit 96% and this year we are at 100% for the whole year. We know what our goal is, and we just did it.”
The CSI, or Customer Satisfaction Index, is used to quantify the degree of satisfaction a customer has with a product or service. DeMartini, it turns out, placed at 100% this past year which is to credit — in large part — why Newmar awarded them with the trophy.
Tim DeMartini said Newmar, a luxury brand of RVs, made the trip to DeMartini’s RV Sales to present the award which now resides in Hartman’s office.
Click here to read the full report from The Union.
