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Roadfly Magazine
Issue 13
Table of Contents

Past Issues Index
Roadfly Magazine
Nissan Maxima
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Issue Thirteen
August 3, 2004
Hybrid Vehicles: Sales on the Rise
Summer BBQ Guide
The Dells Auto Museum
Hot Lap: Top of the Line
2004 Mazda6
2004 Nissan Maxima SE
Coming Next Issue
Chrysler 300C
iPod FM Tuners
Helmet Review

Top of The Line:
Top-notch products, people and service (continued)

AutoArt available at Top of the Line

Phones are always ringing

Customer Service at its finest

P21S, Souveran, and more - all in stock

Cyclo polishers for everyone!

For more info see:
Top of The Line
We walk over to Irene's desk (which is situated on the showroom floor) and take a peek at what she's been working on - a new Web site, complete with products for everything from airplanes to recreational vehicles. Irene says that she hopes to launch the new site sometime this fall.

"The Internet has been a tremendous help to our business. We used to do catalogs and direct mail pieces, but that was a nightmare. The Web works great for us - I'd say at least two-thirds of our orders come in via the Web," says Ms. Bernardo as we walk toward the warehouse.

Sitting in front of another computer are Myra and Twila, both of whom are busy on the phone taking orders. Myra is the office manager and Twila handles a lot of the billing and customer service issues. If you've called Top Of The Line, you've probably talked with Twila.

In the warehouse, there are rows and rows of metal shelves, all brimming with dozens of detailing products. I had to pinch myself, for this felt just like my version of heaven. Don, Marilyn and Cassie are busy packing an order, while Gina is weighing the packages and preparing shipping labels.

Despite what is obviously a very busy area, everyone takes time to introduce themselves and answer my questions, and as they do, one thing becomes extremely clear - these folks love their jobs and are sincerely interested in providing the best service possible to their customers.

I watch as an order is printed, "pulled," packaged and processed for shipping. The entire process is seamless, with everyone working together to make sure the customer gets exactly what they ordered. Irene comments, "It's hard to believe that all of this started in an 'office' no bigger than the typical bathroom." She's refering to her first official suite - the one she had before she acquired the current facility.

We wander a little further and are greeted with yet another area of warehouse, only it's empty. "We're getting ready to expand the warehouse, so this area will be filled with products fairly soon," she says, pointing in both directions to help illustrate how products will be organized.


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