Colorado Kenworth in Denver was named Kenworth Customer Support Dealer of the Year for 1997. “Dedication to our customers is our number one priority,” said Tom Yarbrough, branch manager. “We not only believe in being open seven days a week and 24 hours a day, but in having the best people and product needed to do the job — no matter what it takes.”
While the product remains the top factor in the purchase decision, the importance of customer service continues to grow dramatically. Studies forecast that customer service will become 40% of the buying decision, compared to 50% for the product and 10% for parts, in the next 10 years, according to Kenworth.