An auto technician driving the brand they work on, is there a better endorsement than that?

Jon Brawdy, a technician at West Herr Subaru Kia, is a proud owner of two Kia vehicles:  a Sorrento and Optima.

“It’s a great product with minimal problems,” Jon said.  “That brand has come a long way.”  We even discussed and laughed about the famous Kia Hamster ad.

If there’s one thing that’s true, Jon Brawdy knows his work.  He says his father was an owner operator truck driver and he has been around machines his entire life.

“John is the first guy in and is always willing to stay late if need be,” said Ed Shaffer, service manager at Subaru/Kia.  Ed says John is humble and continually displays a solid work ethic.

Part of being a good technician is being a good problem solver.  By all accounts, Jon Brawdy is just that.   He goes on rides with customers to determine problems and determine the proper course of action.

“Jon is always working in the customer’s best interest,” said Shaffer.  What auto customer wouldn’t want that?

Jon says he is comfortable in his work environment, gets along with his coworkers and knows his duties.  He credits West Herr for treating their employees well.

He points to the recent heat wave as an example.  As temperatures hit the mid 90s, the company supplied technicians with multiple large fans and coolers full of Gatorade and water.

“You don’t see a lot of companies do that,” he said.  He also said the same about President Scott Bieler, who has come out to the shop to talk to the techs on multiple occasions.

Jon says he hopes to continue down the path he’s on and eventually retire and relax.  Though he admits even if he did retire, he wouldn’t be too far from the garage.

“Honestly I’d probably still work on a few project cars,” he said.  With that it’s clear that Jon Brawdy loves what he does, and isn’t that everyone’s goal?

Stanley Szcezpanski is West Herr’s detail man.  As an incentive coordinator, he saves West Herr thousands of dollars just by sifting through mountains of paperwork and fine print.

“Stanley is worth his weight in gold for this company,” said John Macey, “he’s a true nuts and bolts guy.”  

Nine years ago Stan Szcezpanski started as a car salesman , but realized that investigation and detail work was more his style.  He approached Macey about creating the incentive coordinator job, which essentially helps West Herr recover money they’re owed on manufacturer incentives.

Since then he’s collected kudos from across the company and even a commemorative ring from GM for his efforts.   He currently works out of the Chevy of Orchard Park location.

“I definitely found my niche and I love it,” Stanley said with a smile. “This is the best job I could ask for.”

Stanley credits West Herr for giving him the freedom to find that niche and their general approach to employees.  He specifically mentions ownership and Chevy OP general manager Rich Wilkinson.

“Me and Rich have great chemistry, we almost know how each other think” Stanley said.

Rich echoes the sentiment.

“Stan exemplifies what west herr is all about, with his positive attitude and strong work ethic,” Wilkinson said.

He too praised Stanley for his dedication as a family man and his detail oriented nature.

Stanley’s love of intricacies carries over to his hobbies, as he plays classical guitar for fun.  Few musical style require as much precision as classical guitar, so it fits Stanley perfectly.

Stanley hopes to continue his work at West Herr, and he even attends classes and seminars normally meant for store managers.

“I just want to keep going, and continue my work education,” he says.  It’s safe to say West Herr is completely on board with that.

In the working world dedication comes in many forms, and not always longevity or tenure.

Take West Herr Honda’s lot attendant Matt Fritton. Just 9 months ago Matt was involved in a serious accident while driving a company car; he was hit head on by a dump truck that lost control.  His first instinct while still pinned in the totaled car was to apologize to store general manager Joe Rizzo.  He repeated “I’m sorry, I don’t want to lose my job.”

“We were just concerned about his injuries, but Matt’s reaction to the accident spoke volumes about him,” Rizzo said.  “He was more worried about his job and the car than his health. ”  

Matt sustained serious injuries and was taken to the hospital via Mercy Flight.  His response when I asked him about the accident was simply “Yeah, I got a little banged up.”

West Herr President Scott Bieler visited Matt in the hospital and even offered him a flat screen TV for his recovery.  Matt turned him down and even apologized about the car again.

“West Herr had already done enough for me by giving me a job,” he said.  People often throw around the word humility, but spending even 5 minutes with Matt Fritton will show you the true meaning of the term.

Matt returned to work in 4 months.  Since then he’s even brought a few of his friends on board to work at West Herr.

“I’m lucky to have this job, it’s one of the best places to work for,” he said.

Every time I’ve been to the Honda store Matt is helping someone out or even going on a food run for Honda staff.

I visit the Honda store often, and when I do it’s common to see Matt jumping in to assist customers or fellow employees.  It’s just the way he’s wired.

“I have no problem giving someone a hand, it’s just the way I was raised,” he said.

While Matt is still just 21 and unsure of his future, one thing is obvious:  his career at West Herr will continue for a long time.

In sports, the ultimate compliment is when a player puts team goals above their own.  Apply that to West Herr, and you have Cindy Krauss, appointment coordinator at West Herr Nissan.

For example, when I asked her about her future career goals, she didn’t even talk about her own job or career path.  

“My goal is just to make sure the Nissan team keeps working together and getting better” she said.

Nissan general manager Mike Tepfenhart echoed those sentiments.  He complimented Cindy on her selfless attitude and said that whatever Cindy can do, she does it.

“If we had 1000 Cindys, our company would be all set,” he said.

Aside from setting up service appointments, a major part of Cindy’s job involves following up with customers on service appointments.  She handles all types of service calls, from the inquisitive to the vitriolic.  She takes them all with patience and understanding.

“The best thing I can do is to empathize with their situation,” she said.  If you’ve ever had an issue with your car, you know concern from your service contact makes the process much smoother.

Cindy’s job also requires her to think on her feet.  Case in point, a customer recently came in complaining about a strange beeping in their car.  At the dealership, however, there was no beeping to be heard.  Cindy suggested that maybe it was the customer’s garage door and not the car.  Sure enough, she was right.

“Sometimes my job requires finding the less obvious, more creative solution,” she said.  Tepfenhart praised Cindy for her dedication to solving any problem she encounters.

“Cindy doesn’t go home until the job’s done,” he said.

In case it wasn’t clear enough that Cindy Krauss believes in what she does, she is also a Nissan customer.  Loyalty like that is often preached but less often practiced.

Cindy says she hopes to stay the course with what she’s doing and continue to help improve West Herr Nissan.  Mike Tepfenhart was partially right, with 1000 Cindys ANY company, not just West Herr, would be all set.

As consumers, we all expect businesses to treat us fairly and honestly.  West Herr service technician Paul Hoeltke takes that a step further.

“I treat customers as I’d want my own mother to be treated,” Paul said.  He even goes so far as to meet with customers personally and lay out all their repair options.  

He says his goal is to allow customers to come to a pressure-free, informed decision.  Who wouldn’t want that?

“Paul brings so much pride and honesty to this company,” said Patty Vedella, general manager at the Used Car Outlet. “Recently our mailbox fell down and Paul was the first one out there fixing it, without even being asked.”

Paul , a 17 year West Herr veteran, says the company helped him develop this approach.  He specifically mentioned West Herr’s respect for customers and their surrounding community.

“This company sees the bigger picture” he said.  “They never forget where they came from.  They recognize it’s the customers who got them to where they are.”

Paul had a personal connection with West Herr’s charity work.  His daughters both wrote personalized letters to multiple companies in the area asking for donations to their Relay for Life team.  West Herr was the first to respond.

“This company truly recognizes the community that supports them, it’s amazing” Paul said.

Paul said he is thankful for the opportunity to work at West Herr and thoroughly enjoys coming into work.  Patty Vedella confirmed that Paul is always at least an hour early.

It certainly helps that Paul is not only good with his hands but also enjoys the art of fixing and repair.

“I’ve always taken great satisfaction in taking something that’s broken and making it right again,” he said.

It’s rare people find a line of work that so perfectly fits their personality and passions, but Paul Hoeltke has done just that.  How many people wish they could say the same?

Even as a 21 year West Herr veteran, Cookie Emerling never stops honing her skills.

“My goal in life is to constantly stay active as I possibly can“ she said.

Cookie, an accounting clerk at West Herr’s Corporate Office, recently earned a degree in Economic Crime Investigation from Hilbert College.   She credits West Herr for giving her the flexibility to pursue her goals and still work.

“Going back to school was the best thing I ever did, and West Herr helped me do it“she said.  She even did her internship at West Herr during school .

If that wasn’t enough, she also has a part time job at Wegman’s.  Wegman’s is known as one of the best places to work in the country, and West Herr has been named a Best Place to work in Buffalo for six years straight.  It’s clear that the best places to work are made up of the most talented people, like Cookie Emerling.

“I truly enjoy building a rapport with people no matter what job I’m at,” she said.  Clearly that attitude will make for a positive work atmosphere regardless of location.

She says her experience at West Herr has facilitated her approach at work.  She specifically lauds the listening ability of the owners and their progressive thinking.

“West Herr offers stability and security.  I enjoy coming to work every day,” she said.   She also praises West Herr’s family oriented nature.

Outside of work she is family oriented herself.  Cookie spends time with her daughter and two grandchildren.  She says she hopes to keep going down the path she’s on, both personally and professionally.

“I have no inclination to stop working,” she said.  “I’m content.”

That’s great news for West Herr, Wegman’s and any other entity lucky enough to have Cookie Emerling on board.

Dodge Sales Manager Versed In Developing Success

On Craig Spear’s office wall, next to multiple Chrysler Sales Master awards, hangs a piece of paper that reads “Customers do not care how much you know, they only want to know how much you care.”

This isn’t a framed motivational poster; it’s typed out and printed. It shows that Craig Spear goes beyond “practicing what you preach.”  He cuts out the preaching and just practices.

“I like people, I am absolutely a people person,” Craig says.  As a 14 year West Herr veteran, Craig is now the sales manager at West Herr Dodge.  He trains salespeople and also gets involved in customer service. “I don’t ever want to leave the hustle and bustle.”

In the middle of our discussion, service director Mark Zeisz swings by to say hello and crack a joke.  Fittingly, this happens right as Craig and I are discussing how good chemistry is the key to Dodge’s approach.  Craig says he and Dodge GM Fred Reeb play off each other’s strengths.

“Fred and I are like Darcy Regier and Lindy Ruff,” Craig says, referring to the Buffalo Sabres GM and coach, respectively.

Craig credits West Herr for providing the atmosphere for him and his team to succeed.  He says the company allows you to grow and develop without boundaries.

“If you have the chance to work for West Herr, not jumping on it would be the biggest mistake of your life,” Craig said.  “At West Herr if you have a desire to succeed, you’re only enemy is yourself.”

Craig is also a people person outside of work.  He lives with his wife of 41 years Maryann and he has 2 sons and 4 grandchildren.  Most of his spare time is dedicated to them.

Craig says he is happy where he’s at and hopes to continue building on what he’s accomplished. His main goal is to continue to develop sales people.

“I love watching people grow, their success equals my success,” Craig said.  Who wouldn’t want to hear that from their boss?

Sales Associate Makes You Feel Like One Of The Family

How many times have you bought a car that comes with a Guardian Angel?  Buy one from Vaune Gresco and that’s just standard operating procedure.

With each car she sells at West Herr Ford of Hamburg, Vaune includes a small angel pin and a sticker.  One customer currently has 4 angels in his car from previous car purchases with Vaune.  

“Angels are my thing,” Vaune says with a smile.  “Customers come up to me and say ‘Vaune, we need more angels.’  It’s just something to remember me by” she says.

Not only do customers remember her but they leave knowing she will remember them.  Vaune delivers what so many customers crave: a personal touch that shows you care.

“It’s my goal to make each customer feel like they’re family, I always want them to be laughing,” she said.

She credits West Herr’s family like atmosphere for providing her the tools to succeed.  President Scott Bieler even came to her office and personally congratulated her on her recent engagement.

“This really is the best place to work, it’s not just a saying,” she said.  “It’s great to know your bosses are your own cheerleaders.”

While West Herr is providing her the right tools, she’s also finding plenty on her own. She’s attempting to learn Twitter, and even sold some cars through Facebook and texting.  She recalls a recent story involving a chance meeting that lead to a car sale.

At the Hamburg  bar/restaurant called Cabana Sam’s, she met a woman who had recently wrecked her car.

“I told her ‘this is your lucky day, I sell cars’ and then went to work,” Vaune said.  After texting a rep at the Honda store, the process was in motion and eventually the woman bought a car.

That’s just Vaune Gresco in a nutshell.  She’s always on the job, even when she’s not.

President’s Assistant Always Looking Out For West Herr

Author Malcolm Gladwell coined the term “connector” to describe a person who knows people across numerous social, cultural and professional, circles while making a habit of introducing people from different circles.

Annette Smith is West Herr’s connector.

I experienced this first hand when I interviewed her for this profile, and within minutes she recommended me a future profile subject; Billy Parker, a West Herr technician.

“He’s an interesting guy and he’s even a photographer in his spare time,” Annette told me.  In a company of over 1100 employees, the fact she knew more about him than just the basics speaks volumes.

Annette Smith’s official title is the assistant to West Herr President Scott Bieler.  That position transforms into many roles including Public Relations contact and Customer Service representative.  Part of Annette’s job is to respond to customer emails and inquiries.

“I have the best job in the world, I get the chance to make things better when a customer comes to us,” she said.

Annette isn’t just the connector within West Herr, she’s our connector to the community as well.  She handles West Herr’s charity donations, which totaled 690 last year.

“My goal is to always find a way to say ‘yes’,” Annette said.  She almost always does.

Annette’s dedication to West Herr stems from her belief in the company, its leaders and its vision.  She’s particularly amazed at how Scott Bieler dedicates his time to so many people despite his multitude of responsibilities.  He even plays a mentoring role to a few local high school students who have shown an interest in the car business.

“Scott and the owners have everyone’s best interest at heart,” Annette says.  What she doesn’t say is that she does as well.  Despite her mastery of her job, Annette is currently taking night classes to become a certified administrative professional.  It’s clear she’s truly always looking out for West Herr.

That dedication to her job is matched only by her enthusiasm for her hobbies.  When the conversation turns to food and wine, she becomes noticeably giddy.

“I love fine dining.  I love talking about food, and I love the food channel.  Wine too,” Annette said.  She’s too humble to notice or admit it, but she speaks with the confidence of a fine dining connoisseur.

Annette also has two daughters in college and spends time with her mother and her husband Chuck.  When asked about her future plans, she provides an answer that most people could only hope for.

“I hope to continue on this path, I have a good life,” she says.  “I hope to work at West Herr until I am no longer able to work.”

Given her contributions to West Herr, it’s safe to say the feeling is mutual.