The Earl Stewart Code

1. Do whatever our customer asks if they believe they’re right. It’s not important whether our customer is right or wrong, only if they honestly believe they’re right.
2. Do what is right for the customer even if you don’t have to; even when not required by law or contract.
3. If your supervisor is not available, then you must do what is right for our customer. All Earl Stewart Toyota employees are empowered to spend or do whatever is necessary to do the right thing for a customer. You will never be blamed because you acted in good faith to make a customer happy.
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.
5. All Customers must be treated with courtesy and respect at all times. Judging a customer to be unreasonable is not justification to treat that customer without courtesy and respect. If you are incapable of dealing with a particular customer, involve your supervisor or me.
6. You will always tell our customers the truth, the whole truth, and nothing but the truth. I believe in giving every Earl Stewart employee a second chance except when it comes to dishonesty.
7. Your first loyalty is to our customers. In the rare case where a dispute arises between our customer and over warranty coverage, for example, we advocate for our customer. We argue and present the facts on behalf of our customer but abide by Toyota’s decision.
8. You must personally take ownership of our customer’s problem. This means that if you are the first person to learn of a customer’s complaint or problem, then you have the responsibility to stay on top of it until you personally verify that the issue’s resolved.
9. Promise our customers less than you will deliver. Always be conservative when making promises to your customers. Over-estimate the time of a service or the date of arrival of the new car they ordered. Under-promise and over-deliver.
10. Trust your customers as much as you hope they will trust you. The fastest way to earn trust from someone is to give trust. Somebody has to go first. Let it be us.

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