At Sonny Merryman, our focus is our customer and their satisfaction with the products and service we provide. For more than 50 years, we have been implementing creative ways to enhance our systems to provide you with the highest quality buses, swift service, and low vehicle life-cycle costs. Because of our efforts we have been recognized as a Thomas Built Bus Platinum Support Dealer.
About Platinum Support
The Platinum Support program was instituted by Thomas Built Buses and focuses on implementing lean concepts to continuously improve the customer experience. The program ignites a culture change within the dealership to maximize customer satisfaction while encouraging efficient operations. To become certified as a Platinum Support provider, the dealer must meet 128 individual criteria in 26 areas. These standards are scored by an independent third party and sustained by weekly internal audits. Each year, dealers must conduct and pass an external recertification audit to maintain their certification.
How Platinum Support Impacts Our Customers
Our customers reap many benefits from our Platinum Support certification, including:
- Reduced costs: Lean processes lead to our customers paying less for labor and rework service.
- Fast and efficient repairs: Organized workspaces and processes ensure there is no lag time in getting your vehicle back on the road.
- Timely communication: Our Premier Assessment service provides customers with a repair assessment, plan of repair, and estimate within 24 hours.
- Unparalleled customer service: A customer-focused culture ensures that you’ll receive top-notch, courteous service every call, every visit, every time.
Your Feedback Matters
Let us hear from you. Platinum Service means that we care about your experience more than the average dealer. We want to hear from you before, during, and after service. Whether you are a new customer or someone we see on a regular basis, your words are the most important measures for how we will continue to improve.