BUS REPORT Summer 2011
"Just Ask Your Customers What They Want"
Brian Cressey, vice president of W.C. Cressey & Son, Inc., is the third generation in this family-owned company, a Thomas Built Buses dealer based in Kennebunk, ME. "Customer service is really easy," he says. "You just ask your customers what they want…and then you do it."
Community Transportation LLC in Jaffrey, N.H., is one of Cressey's customers, and owner Joel Weissman says Cressey lives up to that commitment and then some.
Community Transportation transports 1,700 students; about half of them are special-needs students and often require medical equipment. And, in this really cold corner of New Hampshire, it needs buses that are reliable in winter.
"We wanted a dealer who would support us, who knew about products, service, maintenance and parts," Weissman said. He chose to work with W.C. Cressey, even though it wasn't the nearest school bus dealer.
"When we were looking for buses, Brian was there to help us get the buses we needed. We invested more because we knew we needed buses that would work in our hard weather and a dealer that would always 'be there'," says Weissman. "Our buses have to start every day, even when it's below zero."
Weissman ordered buses with the full winter package, including heated mirrors and Webasto heaters, which preheat the vehicles, reducing engine strain while cutting emissions. With 20 Saf-T-Liner® C2 and 10 Minotour® buses, he built a fleet that was comprised completely of Thomas Built buses.
"We have a service person, but we don't have a full-time mechanic. Cressey serves as a resource for us and does our heavy maintenance work. Their team looks for anything we might have missed and any warranty items we may not be aware of," Weissman says.
Wendy Barstow, Community Transportation's operations manager, has had first-hand experience with Cressey's can-do service attitude. "When we've got a bus that won't move, I call them," she says. "They walk you through it, tell you what to do. They don't talk down to you."
Brian Cressey says that a lot of customers are expecting more from dealers these days. He's doing as much on-site work as possible, including Detroit Diesel® and Cummins engine work, so customers can run a little leaner. "It may be a little more challenging for the dealer, but it's better for the customer. If you've got a bus that's broken down at 8:00 p.m. on a Friday night basketball trip, you've got to know who you can count on."
Community Transportation knows it can count on W.C. Cressey and Thomas Built Buses for excellent customer service.
With 20 Saf-T-Liner® C2 and 10 Minotour® buses, Community Transportation's John Berry (driver featured left) and Wendy Barstow (operations manager) are happy customers thanks to great service from Thomas Built bus dealer W.C. Cressey & Son.
Anthony Jarvis, a technician at W.C. Cressey & Son, conducts preventative maintenance on one of Community Transportation's Thomas Built Saf-T-Liner® C2s.
Also in this issue:
- Kansas City School District "Saving More Money Than You Can Shake A Stick At"
- Working Together To Create A Culture Of Training
- Kelley's Corner: An Update From The President & CEO
- Customers Share Their Experiences Operating SCR-Equipped Thomas Buses
- Hitting Milestones On The Road To Sustainable Manufacturing
- Thomas Built Buses: A Family Heritage — Part II