Gord Pedersen and Dan Gagnon are co-owners of Auto Gallery, both veterans within the big dealership culture for many years and disillusioned with the emphasis on numbers rather than on satisfying the customer. They were convinced that a major breakthrough in any industry required a total paradigm shift; a complete 180 degree way of viewing a situation and coming at it in a different direction than anyone else.
"For us the emphasis is on the customer," says Gord, "and treating them the way we ourselves would want to be treated. As cliché as that may sound, it's been our operating principle right out of the gate and we've never looked back."
"From the moment customers walk through our doors, they will notice a level of comfort that is undeniable. Everything has been chosen to put the customer at ease. The premises have been designed with the comforts of home; a fireplace, oak paneling, leather couches and a welcoming greeting from Auto Gallery receptionist, Erica. "In fact," says Gord, "we've designed this place modeled on the comfortable feeling you have in your own home and brought it right into the work environment."
"It goes beyond the décor of the building though because it applies not only to Auto Gallery customers but also to our sales people. They continually strive to deliver thorough information to our customers who can rest assured that whatever questions they have will be answered fully. If we don't have the answer, we will get it for them. We don't run away from issues at Auto Gallery, we resolve them head on."
