Client Profile
For more than 60 years, Courtesy Chrysler, Dodge, Jeep, Ram has maintained successful dealerships in California and Arizona by emphasizing the human factor. “We’re really in the people business,” says General Manager Jack Grimley. “With all the research consumers do, they’re still looking for the dealer they feel comfortable with.”
Challenge
Siloed departments, changing regulations, heightened customer expectations, and no way to reliably manage it all
After transferring to the San Juan Capistrano location, Grimley discovered potential compliance gaps. “We were just doing the normal stuff to make sure we were compliant,” he acknowledged. “If I had customers calling me every day complaining about the finance area or the way the deal was processed, that wouldn’t be good for the dealership, certainly not for the customer.”
Solution
KPA’s compliance auditors provide “an eye-opener”
Grimley arranged for surprise KPA audits to get an honest assessment. “I didn’t tell anybody KPA was coming because I wanted to get the straight truth. I didn’t want people cleaning up.”
The audit revealed several issues:
- Unsecured personal information in sales folders
- Outdated signage
- Incomplete regulatory compliance measures
Result
Peace of mind for managers, employees, and—most importantly—customers
The KPA partnership delivered:
- Improved compliance awareness
- Better workplace habits
- Enhanced credibility for management initiatives
- Strengthened customer satisfaction
“To have that outside perspective definitely makes a difference.”
“They just give you straight information,” Grimley said. “We take so many things for granted in this business. Even an experienced manager can miss things.”
Through ongoing evaluations and support, KPA empowers Courtesy to provide extraordinary customer experiences without sacrificing compliance.
