York’s of Houlton earns Toyota’s highest award

Dealership is tops with customers
By Elna Seabrooks
Staff Writer
    HOULTON — For the second time in three years, York’s of Houlton has earned the highest award Toyota presents to its dealers — The President’s Award. Jerry York, general manager of the dealership, said: “We are pleased on behalf of all our employees and our customers who recognized us for providing superior customer service. Our employees are the backbone of our business. We appreciate the fact that they work really, really hard to make sure the customers are happy here.”
Houlton Pioneer Times Photo/Elna Seabrooks
PRESIDENT’S AWARD — Jerry York, left, general manager, and Dick York, general sales manager, hold up Toyota’s highest award for dealers who demonstrate they deliver superior customer service. This is the second time York’s of Houlton earned the award; the first time was in 2007.
    The award is based on various measurements. Jerry York said “when customers buy cars from us, they get surveys from Toyota. And, one of those questions asks ‘how happy were you with your experience?’ And, we have gotten high customer experience numbers on both sales and service from people who have bought cars from us and had their cars repaired and maintained here.”
    Dick York, general sales manager for the dealership, said “customers realize that we are an above average dealership in terms of customer service. Because, after all, that’s what the President’s Award recognizes — dealers who have gone beyond the average level of service. When they see the President’s Award or read about it, they have instant knowledge that this is a place you can trust.”
Full-service dealership
    He added that their service center does “every piece of service that any Toyota owner could need including collision repairs. We have A-to-Z service for any Toyota car.” And, that includes smaller but necessary maintenance of things like checking belts and hoses to tire rotation.
    Jerry York said when someone buys a car at York’s “we make their first appointment for service the day  they buy the car.” And, with the expansion that completed in 2008, they have ample room for the 500-600 customers they say go in every month for service. “There are more people who work here than most people think. We have over 50 people who work here.”
    With a customer base from Calais to Ft. Kent, Jerry York said the recent phone call from Toyota about their award, especially in light of the manufacturer’s troubles, was “very good news. And, nationally as well as regionally Toyota sales are up as well. It’s about the personal aspect. We are still in a small town and people appreciate getting small town, friendly customer service.”
    With about 300 cars on the lot at any given time, Dick York said they have ample inventory for prospective buyers at various budget levels. “We sell cars from as little as $2,000 up to more than $50,000. Clearly we do that for a reason. We want to have a car available for anyone who wants to purchase a car — used or new. We have to have that inventory available.”
    As far as financing goes, they have options for their customers from traditional financing to their “Fresh  Start Program.” The latter is when the dealership acts as the bank. “Normally, when people come in here to buy a car they typically don’t have the money to pay for the whole car,” said Dick York. “So they use financing — through a bank or Toyota credit or Ford credit. When people know it’s hopeless to apply, then, they ask about our Fresh Start Program. We make in-house decisions not on people’s past credit. We base decisions on people’s ability and willingness to pay.” The business was founded as a Ford dealership in 1968 and expanded to include the full line of Toyota vehicles in 1980.
Fast selling Toyotas
    Dick York said the Camry and Corolla are the most popular car models with the Tundra and Tacoma as the most popular truck models. “In the SUVs, Toyota has a whole range. But, with us, the RAV 4, a small SUV, is the popular seller. And, of course, the Prius is the most popular hybrid in the world. It gets 50-60 mpg. They squeeze a gallon of gas.”