Case Study


Al Serra Auto Plaza has been very successful in identifying their bad habits (service defects) and establishing a more consistent customer experience through implementing their Experiential Standards and Above & Beyond opportunities.

Alsarr 1024x771, The DiJulius Group


Developing the nonnegotiable experiential standards for each stage of the Customer Experience Cycle allows employees to provide a consistent engaging experience that is unlike the majority of competitors. Once these stages and experiences are created, every employee must consistently execute each of these standards.

The “Small Act of the Day” emails encourage the team members to recognize each other and celebrate the stories!

Alserra 1, The DiJulius Group

It is no secret that World-Class Customer Service starts at the top. The leadership team at Al Serra Auto Plaza is proud to have the members of their organization following the ACT Model every day.

While the market was down 1% in 2019 compared to 2018, Al Serra managed to increase their gross profit margin by 18% year over year with the same number of vehicles sold.

“…As the saying goes, it’s difficult to get to the top, but it’s harder to stay there.”

Matt Serra told the magazine that the dealership has worked with Cleveland-based The DiJulius Group to enhance its customer service training. The company’s clients include Starbucks, Chick-fil-A, Nordstrom and The Ritz-Carlton, among others.

“They showed us how to get all 450 people at the Auto Plaza rowing in the same direction to deliver the best customer experience,” he told WardsAuto. Their message: “Create big impacts through small acts.”