"Our company’s purpose is to make the car buying and servicing experiences enjoyable ones for our customers. In doing so, and leading by example, we hope to bring integrity and respectability to the image of car dealers everywhere." These words – our statement of purpose – tell us what we are doing and why we are doing it… it doesn’t tell us how we are doing it. How are we actually making car buying and servicing pleasurable? Of course we offer the obvious (and much-publicized) things like not charging dealer fees, 1price, Red Hotline phones, and Tires for Life. However, it is the routine, day-by-day customer experiences that truly make Earl Stewart Toyota different. Every decision made by every employee that affects a customer is guided by this question: If this customer was an dear friend, how would I decide? Many companies overuse the phrase “The customer is always right”; At Earl Stewart Toyota, what matters is that the customer believes she or he is right. That is an important distinction. This philosophy is sacred to us. It is what has allowed us to be successful while making an important contribution to the lives of our employees and our community.

Do whatever our customer asks if they believe they’re right. It’s not important whether our customer is right or wrong, only if they honestly believe they’re right. Do what is right for the customer even if you don’t have to; even when not required by law or contract. If your supervisor is not available, then you must do what is right for our customer. All Earl Stewart Toyota employees are empowered to spend or do whatever is necessary to do the right thing for a customer. You will never be blamed because you acted in good faith to make a customer happy. Always answer all phone calls, emails, texts, and messages of any kind from our customers ASAP. Nothing angers a customer (or me) more than a delayed or no response from us. All Customers must be treated with courtesy and respect at all times. Judging a customer to be unreasonable is not justification to treat that customer without courtesy and respect. If you are incapable of dealing with a particular customer, involve your supervisor or me. You will always tell our customers the truth, the whole truth, and nothing but the truth. I believe in giving every Earl Stewart employee a second chance except when it comes to dishonesty. Your first loyalty is to our customers. In the rare case where a dispute arises between our customer and over warranty coverage, for example, we advocate for our customer. We argue and present the facts on behalf of our customer but abide by Toyota’s decision. You must personally take ownership of our customer’s problem. This means that if you are the first person to learn of a customer’s complaint or problem, then you have the responsibility to stay on top of it until you personally verify that the issue’s resolved. Promise our customers less than you will deliver. Always be conservative when making promises to your customers. Over-estimate the time of a service or the date of arrival of the new car they ordered. Under-promise and over-deliver. Trust your customers as much as you hope they will trust you. The fastest way to earn trust from someone is to give trust. Somebody has to go first. Let it be us.

We all love our cars. Besides simply taking us from Point A to Point B, cars are expressions of our personalities… and important parts of our lives. We went on our first date in a car, we took our babies home from the hospital in the family car. We love cars, so why do we hate buying them so much? One big reason is that car buying is typically an outdated process of haggling back and forth over price. Conflict is built into this model, not to mention it takes way too long. Earl Stewart Toyota’s 1price changes all that, after careful daily market analyses, we post a discounted price on every new and used vehicle in stock… online, too. We don’t add any bogus dealer fees to our prices. No surprises.

When you purchase a New or a Used Certified Toyota vehicle at Earl Stewart Toyota, you will enjoy the benefits of Tires for Life! This value is yours for as long as you own your vehicle and continue to have your factory recommended maintenance done by us. All you have to do is have Earl Stewart Toyota perform 100% of your factory recommended maintenance – as scheduled by Toyota – to receive this benefit. This is scheduled at every 5,000 miles or six months, whichever occurs first – in other words, at least twice a year, regardless of how many miles you put on your vehicle. With ToyotaCare’s no cost maintenance program with roadside assistance, the first two years of your vehicle’s maintenance costs are already covered! Tires for Life will provide replacement tires at no charge when yours wear down below 3/32nd of an inch. We will charge our normal labor rate to install them. We also have a limit on the amount we will cover, $175 per tire, and any amount over that needs to paid by the customer.