More than tires: customer service key at new ETD store
The family behind New Jersey’s ETD Discount Tire Centers had more than just selling tires on their minds when they designed their new store.
Company owner and president, John Boyle, said the new two-story shop was designed with customer service in mind — including a comfortable waiting area with both high-top bar tables and regular seating, outdoor benches, free Wi-Fi with wireless access points to boost the signal, a phone charging station, a hot beverage machine, filtered water, a 65-inch flat screen television and two over-sized bathrooms with baby changing facilities.
Wi-Fi, a big screen TV and baby changing facilities available
“We built this store from the ground-up with one purpose: to provide excellent customer service to local residents,” Boyle said.
“We have had great customer feedback in our first week of business and hope to become the one-stop automotive center for everyone in the area.”
As the tire business becomes ever more competitive and customers become more and more empowered through review sites and social media, customer service — or customer experience — is becoming really important to business success. Traction News focused on ways to improve customer experience in a recent article.
“We try to make the tire and auto repair experience better for our customers, not only by delivering great customer service, but by having a comfortable waiting area where they can watch something interesting on the television, browse the internet using our Wi-Fi, charge their phone or laptop and have a good cup of coffee while they wait,” Boyle said.
Heritage family business with latest tech
ETD has been in business in New Jersey since 1946 and the new purpose-built Westwood store — just a few miles from the banks of the Hudson River in the state’s east — will service neighboring towns, including Oradell and Emerson.
The new store features six automotive bays and all new equipment, including a Hunter HawkEye Elite Alignment Machine and a Hunter RoadForce Tire Balancer. The new store will carry Valvoline motor oils, Interstate batteries and will have space to stock more than 1,500 tires.
The three managers at the Westwood store are experienced ETD Discount Tire employees who transferred to Westwood from other locations.
ETD has tire and automotive centers across northern New Jersey, including Butler, Clifton, Denville, Englewood, Hillsdale, Lyndhurst and Wayne — each with experienced ASE-certified mechanics
They sell major brands, including Bridgestone, Continental, Firestone, General, Goodyear, Hankook and Michelin.