At Bellavia, it’s all about the customer

By Kevin Canessa Jr.
Observer Correspondent 

Bellavia Chevrolet Buick has finished construction of its all-new facility, now open at 199 Rt. 17 South in East Rutherford — and customers should really like what they see.

Kevin Holdorf, the general manager of Bellavia Chevrolet Buick, says that with the completion of the new facility, the dealership believes it has raised an already-famous customer service to new heights.

Holdorf says from the dealership’s inception in 1972, the Bellavia family made customer service more than a priority — they made it a way of life. The family’s philosophy: “Treat people the way you want to be treated, and do it on a daily basis.”

Bellavia's new, state-of-the-art showroom.

Bellavia’s new, state-of-the-art showroom.

This approach to customer service at Bellavia Chevrolet Buick means, among other things, that the dealership’s sales and service personnel are empowered to deal with customer issues right away, before they become serious problems.

As a result of this environment, a bond of loyalty exists between the store, its customers and its employees, many of whom have been with the dealership for 20 years or more, Holdorf says.

That loyalty helped everyone get through the construction process, which began last August and was completed in March, having proceeded during one of the coldest and snowiest winters on record.

Holdorf, himself a veteran of 28 years with Bellavia, says there was snow and construction equipment everywhere.

“It was tough,” he said. “But employees and customers showed remarkable understanding and patience, and business went on as usual.”

The results were worth the effort, he says.

The facility underwent a complete gut renovation. The footprint stayed the same, but inventive use of space gave Bellavia the extra room needed to add features its customers wanted and deserved.

The new, spacious showroom makes use of LED lighting to help customers better appreciate 12 new Buicks and Chevrolets on display.

The new car delivery area is now indoors, protected against the elements.

Customers are in climate-controlled comfort as their salesperson explains the fine points of a new or pre-owned Chevrolet or Buick.

Service customers now get the same protection from the elements when they bring their vehicle into the drive-in service area. Then, they only have to make a choice: drive a brand new Buick or Chevrolet from Bellavia’s fleet of free loaner cars, or wait for their vehicle and relax in the new customer lounge — with complementary refreshments, flat-screen TVs and Wi-Fi in the connectivity center.

Customers waiting with children can also take advantage of a new children’s play area next to the lounge.

The service department meanwhile, also illuminated by LED lighting, has been expanded to 12 bays with the newest lifts, alignment and balancing equipment. The increased capacity should lead to prompt service appointments.

The expanded Bellavia parts department now has more than $500,000 in genuine Chevrolet and Buick parts and accessories in stock. Having the right parts on hand makes it easier for the service department to meet on-time commitments, Holdorf says.

“No expense was spared in building the all-new Bellavia Chevrolet Buick,” Holdorf said. “All the details were considered — tile floors, new work stations, comfortable seating.”

Holdorf says he knows it was worth it, when he gets the “wow” reaction from customers who are amazed by what they see when they come in for the first time.

Holdorf says Bellavia will continue to look for new ways to enhance customers’ experiences, including giving two years of free maintenance to every customer who purchases or leases a new or certified pre-owned Chevrolet or Buick.

The Observer Staff