The extra mile at Northstar GM

With a 6,000-square-foot expansion, Northstar GM has focused on providing exemplary service with its updated dealership

1 of 2The quick lube and service bay are convenient additions at Northstar GM. — Kristen Mitchell photo

2 of 2Service employees are enjoying their updated reception area. — Kristen Mitchell photo

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When General Motors (GM) introduced an updated image program for its dealerships, Northstar GM in Cranbrook, B.C., decided to take the opportunity to go an extra mile—or two. The Cranbrook dealership had expansion plans that had been drawn up several years earlier. The need to implement some facade changes was the ideal chance to carry out other updates at the same time.

“We have had the plans and we’ve been fine-tuning them, probably for the last three or four years,” said Derek Spring, the owner of Northstar GM. “We just thought, OK, now is the time—let’s just get at this and get it done. It’s kind of nice that we’ve had so long to think about it because we’ve made a lot of changes and now we feel we’ve really got it right.”

Service and shine

Northstar GM has added approximately 6,000 square feet of service space including a drive-thru, a quick lube facility and a car wash. The quick lube facility means that customers can pull up and get their oil changed without an appointment. Additionally, cars that are serviced at Northstar now receive an exterior wash and vacuum before being ready for pickup. The drive-thru feature offers another huge advantage for customers, especially in bad weather. A car can pull straight into the drive-thru where the driver will be welcomed by reception. For pickup, the vehicle will again be ready indoors—fully cleaned and ready to go. Combined with Northstar GM’s shuttle service, vehicle maintenance is an easy matter at the updated dealership.

“We’re very happy with (the expansion),” said Spring, “Our customer waiting area is also part of our new reception—there’s not a lot of noise going on there, so it’s kind of a nice place to sit and read, or watch TV or whatever the customer may want to do. That’s been a huge addition too. Our employees love it—it’s a little bit more of a tranquil setting and when they spend time with the customers discussing vehicle needs and so on, it just gives them a far better environment than we used to have.”

Construction began in August of 2013 and, although the dealership stayed open throughout the expansion, everything was fully completed in April of 2014. The facility, which serves the East Kootenay, was originally built 17 years ago. The whole building is being revamped with updated offices and reception desk, different colours and new furniture. Customers can expect a fresh new Northstar General Motors.

Keeping it local

Spring said he’s pleased with the work that was done on the expansion. It can be challenging to co-ordinate various trades; as well, there were particular hurdles in putting an older building through a major expansion, especially with issues such as plumbing and footings. Still, Spring believes that patient employees and customers, along with good tradespeople from Cranbrook, made the difference as work was carried out.

“Everything we do (here at Northstar) is local,” said Spring. “That’s one thing we pride ourselves in. All of the trades, everything we do, is with a local company. New Dawn (Developments) did the project and one of our mandates to them was that everything needed to be done through local contractors.”

Spring is particularly excited about Northstar’s showroom. Brenda Crago was the interior planner for the project and she came up with some unique ideas. Customers will find it a bit different from a standard automotive store in the best way, said Spring. He’s also very proud of the service drive-thru and the positive feedback that it has received from customers. At the end of the day, the expansion is about the people that Northstar GM serves and Spring looks forward to providing improved services to the people of Cranbrook.

“I was born and raised in Cranbrook and came back after finishing school. My wife and I have raised our two kids here,” said Spring. “We obviously love it here. The point we’re at now is that I know 90 per cent of the people that come in the dealership and it’s very encouraging when we see return customers and so on. We have a great philosophy here at Northstar—it’s all about the customers. I think now, with our addition and what we’ve done in the service drive-thru with the car wash, I think that exemplifies that. We try to make it a very inviting place to come and do business.”