On April 11, Muller Acura of Merrillville gathered their team to celebrate a few huge milestones. The dealership attained Silver Status during the 2018 Acura Experience Formal Evaluation period and received a commemorative award to mark the occasion. One of just 47 dealerships in the 270 nationwide, Muller Acura of Merrillville was thrilled to accept the honor.
“It took everybody’s efforts here at the dealership to achieve this recognition,” said Dealer Principal Glenn Muller. “This award is based on customer satisfaction, so if our team wasn’t 100% on board together, we wouldn’t be celebrating today.”
The team was evaluated via mystery shoppers in the dealership, online, and over the phone, and met more than 90% of the multitude of client touchpoints measured. Four members of the Acura Zone— Zone Sales Manager Luis Guerra, Sr. District Sales Manager Nick Trovas, Asst. Zone Manager Keith Waters, and Asst. Zone Manager Sean Buda— visited the dealership to congratulate the Muller team in person.
“The Muller Acura of Merrillville team exemplifies our values at Acura,” Guerra said. “Such dedication to the client experience sets a standard we want everyone to meet.”
In addition to the Silver Status Award, Muller Acura of Merrillville received the Precision Team Award for the second year in a row. The dealership was one of 91 to receive the honor, and one of just five other dealerships to receive both the Precision Team Award and the Silver Status recognition. To top it all off, Muller Acura reached an all-time sales record in March. As Trovas put it to Muller, that’s a pretty big deal.
Muller took a moment to shout out some specific people who played a vital role in earning these awards: General Sales Manager Matt Keammerer, Internet Sales Manager Edith Romero, Service Director Mike Powell, and Concierge Amy Paitsell. Each individual led the charge in their respective departments. Romero has held first ranking in the country for her title for the past four months.
“I wouldn’t be able to maintain that success without working hard and without having such an excellent team behind me,” Romero said.
“I’m proud we were able to pull off such amazing achievements together,” Keammerer said. “Aside from the awards themselves, having the best month in our dealership’s history speaks volumes of our team. Our commitment to customer service, the community, and our positive relationship with our corporate team are all encompassed in today’s celebration.”
Muller surprised Paitsell with a symbolic silver coin to show his appreciation for her dedication to customer satisfaction, which led the dealership to their Silver Status.
“I love people—I love helping people and doing the unexpected when it comes to helping them navigate decisions,” Paitsell said. “I’ve been with Muller Acura for six years, I’ve worn a lot of hats, and let me tell you—no job is beneath me. Whether it’s washing a car or helping the sales team, I will do what it takes to get the job done well. Mr. Muller always says, ‘Just do the right thing and everything else will fall into place.’”
Powell has been with the Muller Acura team since 2012, just after it opened its doors.
“I think today is a testament of what we do best—putting our customers first, staying focused, and taking care of their vehicles,” Powell said.
Muller treated the team to lunch provided by Bill’s Grill Mobile BBQ. Paitsell hopped up alongside owner Bill Hazel to serve steaming plates of barbecue brisket. For dessert, Cathy Jacobsen of I’Scream & Cookies Mobile Ice Cream Parlor treated diners to a sundae bar. Second and third helpings were encouraged.
“I’m so blessed to work with this team,” Muller said. “This is a huge honor, and we are all excited to see what next year brings.”
For more information on Muller Acura of Merrillville, visit their website.