Zettler stresses Weeks’ customer service philosophy: ‘Whatever needs to be done’

By Jim Muir

Will Zettler is the general sales manager at Weeks in Benton – one of three Weeks dealerships in Franklin County.

When asked about his job duties, Zettler gave a five-word answer that sums up the overall customer service philosophy that has kept Weeks locations thriving despite tough economic times in the region.

“Whatever needs to be done,” Zettler said about his daily role at the location located on Route 37, just north of Benton. “I make sure we sell cars, oversee the clean-up department, the service department and oversee the day-to-day operations. We’re a small place so I try to tend to lots of different things.”

Zettler said he also oversees internet sales and keeps a close eye on the Weeks’ website, a point that he says has changed the car industry during the past decade.

“When I started 14 years ago I didn’t take internet sales very seriously, it was something new and kind of in its infancy,” Zettler said. “But now, it’s our virtual lot where people can actually shop for a car.”

Despite high-tech car shopping that is now available, Zettler said the vast majority of business comes from repeat customers who shop for a new or used vehicle the old-fashioned way.

“I would say that 80-90 percent of our customers are repeat customers and that’s a great indication that we treat people right when they purchase a vehicle from us,” said Zettler. “We rely on our experienced sales staff to bring in people they know, people that have dealt with them in the past and know that they will be treated right and treated fairly. Out of this location we sell through relationships we have built.”

Zettler said Weeks’ Benton location is smaller and has less traffic than most other dealerships in Southern Illinois, but he sees that as a positive in many ways.

“Being a small dealership is not always a bad thing, it allows us to make decisions quicker, take care of customers in a quicker fashion and to do things without having to cut through a bunch of red tape to get things done, we can get the job done,” Zettler said.

Zettler began his career as a salesman which gives him a unique view of the business and he oversees a team of five sales people.

Like the West Frankfort locations, Zettler said Weeks in Benton also has a close working relationship with sales and service.

“Some places might look at it as two different businesses under one roof but there has to be a close relationship,” said Zettler. “The task of sales and service working together is much easier when the only goal is taking care of the customer.”

Weeks is the only new car dealership in Franklin County and has kept three locations humming along despite rough economic times. Zettler said that fact in itself speaks volumes about customer satisfaction that is preached daily at all the Weeks’ locations.

“All three locations operate independently of each other and Greg (owner Greg Weeks) gives us the freedom to take care of people, whatever it takes, we take care of our customers,” said Zettler. “Whatever lengths we have to go to, our goal is to make the customer happy and keep them satisfied with their purchase. No matter what, we will take care of our customers.”