The Earl Stewart Code:

What Guides us Every Day

The Earl Stewart Code was written by Mr. Stewart himself. He believes that true customer service requires more than policies: it requires a promise. By putting his values in writing, he ensures that every employee has a clear standard to follow in treating every customer with honesty, respect, and care.For all of us at Earl Stewart Toyota, the Code is not just words on a page: it’s a commitment to you, our customers. It guides our team every day to deliver the highest level of fairness, transparency, and customer care, so that everyone who visits our dealership receives the experience they deserve.

1. Do what our customer asks if she believes she’s right.

It’s not important whether you think the customer is right or wrong, only if she honestly believes she is in the right.

6. You will always tell our customers the truth, the whole truth, and nothing but the truth.

I believe in giving Earl Stewart Toyota employee a second chance except when it comes to dishonesty.

2. Do what is right for the customer even if you don’t have to.

Just because we are not required by law or contract to do the right thing by the customer, is no excuse.

7. Your first loyalty is to our customer, not to Toyota.

In the rare case where a dispute arises between our customer and Toyota over warranty coverage for example, we advocate for our customer. We present the facts on behalf of our customer but abide by Toyota’s decision.

3. If your supervisor is not available, you do what is the right thing for our customer.

All Earl Stewart Toyota employees are empowered to spend or do what is necessary to do the right thing by a customer. If in 20-20 hindsight you should err, you will not be held to blame because you acted in good faith to make our customer happy.

8. You personally take ownership of a customer’s problem.

This means that if you are the first person to learn of a customer’s complaint or problem, you have the responsibility to stay on top of this until you personally verify that the issue has been resolved. Don’t just refer or delegate the problem to some else even its outside your department.

4. Always answer all phone calls, emails, texts, and messages of any kind from our customers ASAP.

Nothing angers a customer (or me) more than a delayed or no response from us.

9. Promise your customers less than you will deliver.

Always be conservative when quoting your customers. Overstate the time of a service or the date of arrival the new car they ordered. Under-promise and over-deliver.

5. All Customers must be treated with courtesy and respect at all times.

Just because you judge a customer to be unreasonable is no excuse not to treat that customer with courtesy and respect. If you are incapable of dealing with a particular customer, involve your supervisor or me.

10. Trust your customer as much as you hope he will trust you.

We’ve all been burned by trusting someone who disappointed us but that’s a very small percentage. The fastest way to earn trust is to trust the person you want to trust you. Somebody has to go first. Let it be us.

1. Do whatever our customer asks if they believe they’re right.

if they believe they are right that’s the only thing that matters.

2. Do what is right for the customer even if it is not required by law or contract.

3. Do what is right even if a supervisor is unavailable.

Every single Earl Stewart Toyota employee is empowered to spend or do whatever is necessary to make it right for our customers.

4. Always answer all calls, emails, texts, and messages of any kind from our customers ASAP.

5. All customers must be treated with respect and courtesy at all times.

6. Always tell our customers the truth, the whole truth, and nothing but the truth.

Earl Stewart Toyota employees get a second chance for everything – except dishonesty.

7. Your first loyalty is to our customers, not to any manufacturer.

This means that we advocate on behalf of our customer should any issue arise between then and a vehicle manufacturer.

8. Take personal ownership of our customer’s problem.