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Four Star hosts first-ever Customer Experience Day

Jul. 12 2023 Latest By Four Star Freightliner

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Four Star Freightliner held its first-ever Customer Experience Day on Wednesday, July 12 in Opelika, Ala.  A group of the company's valued partners were invited to attend and share their experiences and ideas for how the company can better serve them as a dealer. The partner panel included:

  • Brett Philips from Sexton Farms / Broadleaf, a regional carrier of refrigerated products
  • Joseph Parnell of Tree Haulers, Inc, a local logging company
  • Benny Paul Whitehead of Benny Whitehead, Inc., an OTR company of team drivers transporting produce to California
  • Robbie Daniels of Wiregrass Electric Coop, a PowerSouth Energy Cooperative
  • Tyler Hearin of 121 Disposal, a local refuse company
  • Dale Cribb of Scruggs Company, one of Georgia’s top construction, concrete and asphalt companies

This group of customers was chosen because they represented the various vocations in the industry including over-the-road, logging, construction, utility and refuse. They also utilize all three areas within the Four Star dealerships in parts, service, and sales.

In addition to the customers, there were 12 partners from Daimler Trucks North American present, including Paul Romanaggi, DTNA's chief customer experience officer. He urged those in attendance to include the voice of the customer in everything they do. DTNA members provided valuable feedback as well as solutions to the group’s requests and concerns.

Nearly 50 Four Star employees from all seven locations in Alabama, Georgia, and Florida, attended the Customer Experience Day. It was impactful to have them present to hear the customers' needs and requests in person.

Moving forward, Four Star Freightliner is taking this information back to their Corporate Change Management Team and working to prioritize impactful change that can be made immediately to improve the overall Customer Experience. Feedback is a GIFT, and after two short days truly getting to know and understand their customers, Four Star has a wealth of information to act on. The CX Event will continue on an annual basis, and their CX initiatives are deeply engrained in their core values and business success.

The event was organized and led by Four Star’s Jay Morrison, vocational sales manager and Mike Ellifritz, training & development manager.