A personal note from Herb Chambers

Dear Valued customer,

Last, year at this time, I wrote to you about an important workplace distinction of which, I was very proud.

The Herb Chambers Companies were recognized as being amongst The Boston Globe’s Top 100 Places to Work for 2009. I am so proud to tell you, we have just been notified by the Boston Globe, that we have earned this distinction again for 2010.

This year we are ranked eighth in the Large Employer category. We were selected from more than 1,000 employers who participated in the survey. In fact, we are the only automotive dealer ever to have received this award and now we’ve earned it twice.

What I love so much about this is that it was the enthusiastic recognition of our employees’ that made this possible when they nominated our company as a Top 100 workplace.

There is no higher privilege in business than to have your employees emphatically state, “What a great place to work”! … And then, want to tell the whole world…amazing!

Thank you.

Herb Chambers

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The soul of a leader

Three top executives who all inspire loyalty among employees reveal their personal goals, leadership methods — and deepest fears

November 7, 2010

To be one of the Globe’s Top Places to Work, an organization’s employees must believe the people at the top know what they’re doing and care about providing a rewarding work experience. Anthony Consigli of Consigli Construction Co., Kathleen “Kit’’ Tunney of Associates for Human Services, and Herb Chambers of Herb Chambers Cos. all run organizations that ranked high in our survey for employee faith that the organization is in good hands. Top Places editor Michael Warshaw asked them what good leaders do.

• Globe: Anthony, what does it mean to you that your name is on the company?

Consigli: It might make the accountability that much greater. But I don’t think that it is the end all, be all. The reason the name is important is because I have three generations preceding me. If I screw up, I feel like I let somebody down.

• Globe: Herb, what about your name on your company?

Chambers: Well, I think it is different for me because I was the guy that started the company. I think that the pressure on you, Anthony, is five times greater than it is on me.

The company I have today is not what I envisioned 20, 25 years ago. At the time I sold my first company, I was 38 years old. I said, ‘What am I going to do now?’ and I went down to buy a car, and instead of buying the car, I bought the dealership.

Tunney: That is a great story.

Chambers: I realized how bad that particular dealership was. It just looked like the guy wanted to get out of it. I bought it right on the spot.

In the automobile business, you don’t necessarily have to be great. You have to be good. If you are good, you are great. Because most people say they hate car dealers.

We don’t build cars. They roll in, and we have to find a home for them. Our people are so important because the product is unimportant. If you like Honda, you’re going to buy a Honda whether you buy it from me or somebody else. The question becomes: Can we fulfill the need of delivering that car to the customer better than somebody else can?

I hold a training meeting once a month, and we have 300 or 400 people there for breakfast, our whole sales organization. Salespeople have got to be kind of cheered up all the time, because they have a tendency to fall down. Technicians are a kind of a different breed. They have a different level of motivation than salespeople do.

• Globe: Do you speak to each group differently?

Chambers: I do. When I am in the dealerships, I talk to the guys and ask, ‘How is everything with the shop? Anything we can do for you?’

All of our shops are now air conditioned. That came out of one of the comments I got from one of the guys.

• Globe: Kit, you came up differently, from being a staffer.

Tunney: I fell in love with the work that we do — with the staff that I was working with. And over time, wanted to make some changes there, took some courses to get a little bit of credentials in management. And happened to be at the right place at the right time.

• Globe: How did the experience of being a staff member affect your leadership?

Tunney: Having been there and done that makes me more approachable. I try to involve them in problem solving and decision making, because that was important to me when I felt like I didn’t have that voice.

I go out to a group home and say to the staff, ‘How’s it going?’ and I stop to listen to the answer. But I also provide formal opportunities for them to participate in focus groups and surveys to tell me how good of a job we are doing.

• Globe: Tell us something that surprised you that came out of that.

Tunney: Lack of natural light. We had staff in cubbies with no windows. When I decided to build our building, and we interviewed staff to ask them what they wanted, what I heard was: light. Now our building has windows right across the top. It is all one level. And there are suites set off at angles, so it doesn’t look like a motel.

• Globe: Anthony, what are you looking for when you tour your construction sites?

Consigli: I am looking for them to talk to me like I am a normal person, vs. a company president. I think there are some incredibly smart people out there that are building these buildings. They are equally important to this deal as I am. I don’t think they understand that sometimes.

• Globe: Kit, how important is the staff dedication to your mission?

Tunney: It is essential. You train, train, train. I don’t have a breakfast every month for 400 people, but it is the same thing. You’ve got to find out what their needs are, and you have to meet those needs. If I have a staff that didn’t do a good job because I didn’t provide the opportunity to gain the skills that they need, then I am the one at fault.

For instance, if you have an individual that lives in a group home, in a wheelchair, and then is maybe visually impaired, you need to provide training for that particular staff. How do you present a meal to someone that is visually impaired? How do you get them to a table if they are in a wheelchair? So you really have to be very thorough putting together orientation for staff. And follow up, follow up, follow up.

Chambers: In the automobile business, I am embarrassed to say how simple it is. The manufacturer provides you with information on all of the technicians, all the salespeople, the individual dealerships, how they all perform. We know where the problems are.

• Globe: Herb, you bought that dealership, it seems, almost on impulse.

Tunney: That is confidence, and I admire that.

Chambers: I don’t think I am smarter than anybody else. On the same token, I don’t think I am a lot dumber than anybody else. Believe me, I live on fear. I am always worried about everything all the time.

• Globe: Fear of what?

Chambers: Fear of failing in anything. I don’t want to fail.

• Globe: Kit, do you have fear?

Tunney: We’re federally and state funded. I am always wondering whether or not our contracts are going to get cut. And they do. Then I need to figure out, ‘How am I going to do more with less?’ I am always afraid it’s going to get cut so much that I am going to have to look at laying off staff.

• Globe: Anthony, is fear a motivator?

Consigli: Fear and regret. I stay up all night thinking about the things that could go wrong. Construction is a dangerous business. People die, and I am fearful of that. Quality problems, reputation — all those things.

I would say regret is equal. I hate thinking that I am going to regret decisions I made or didn’t make 10 years out, 30 years out.

• Globe: How do you avoid it?

Consigli: Thinking a lot about it. The greatest regret would be tanking a company that has been around for 105 years. I think that fear and hard work hold off that danger of making a decision that you’ll regret.

Do you screw up? Yeah. Everybody screws up. But you man up, you admit it, and you move on. If there are three things that I aspire to, they are humility, empathy, and accountability — just doing what you said you were going to do. I think that if I can do that more often than not, generally speaking, things will go well.

Tunney: If people have a healthy work ethic, they want to come to work and they want to be respected for what they do. And they want to do their best and they want to be rewarded for that. They want to have decent pay checks. And that is what we try to do.

Consigli: If we are the people behind our organizations who are responsible for that, we need to be doing the proper planning and working hard to make sure we’re putting things in place for that to happen for people.

Chambers: Everybody likes to believe they have good integrity. They all like to believe that they work hard. Who is going to set the pace of the organization? The pace of the organization is the speed of the leader, right? They look at you and say, ‘He really puts his heart and soul into everything that he does, or she does.’ So what are you doing to do? You’re going to put your heart and soul into it.

Consigli: The day that I stop doing that is the day I have to get out and let someone else take over. I have seen so many organizations where that doesn’t happen. If I get hit by a bus tomorrow, I want the organization to keep going just like nothing happened. That’s success.

© Copyright 2010 The New York Times Company

Best Scion Dealers endorses;  Herb Chambers Scion Dealerships, Scion of Auburn and Scion of Boston as New England’s Best Scion dealerships!  This recognition is based on overall performance in terms of sales etiquette, follow up, thorough service and an overriding commitment to excellence.

The service at Herb Chambers Scion Dealers sets the bar high for Scion competitors; the customer service and overall customer experience is among the best you’ll receive in the automotive industry!

Complaints or concerns are all met with clear resolution.  Herb Chambers Dealerships continue to change the face of customer service in the automotive industry. Herb Chambers values his customers.  At Herb Chambers they aren’t trying to sell you a car they are there to help you buy one!  Best Scion Dealers points to Scion of Boston and Scion of Auburn as examples of tremendous sales and service experiences!

Scion dealers understand the importance of customer satisfaction; customer service and starting a new relationship off on the right foot as it’s ALWAYS the number one reason a customer will choose to buy. Customer retention is a top priority and remains a focus of all Herb Chambers Dealerships.

New approaches and levels of customer service are continually explored by New England Dealerships. The Herb Chambers Company excels in every way in their delivery of customer service, resolutions for complaints and sale/discount coupons for loyalty program members.

More and more Scion and other new and used automobile buyers are doing research online, some even buy automobiles online without even taking a test drive!  Herb Chambers award winning Internet sales team continues to deliver excellence in customer satisfaction ratings year after year.

Commitment to excellence in overall online customer experiences are paramount to a successful car dealership. We would be remiss not to mention the extraordinary efforts of Jay Gubala; Herb Chambers online sales guru, innovator and e-commerce general manager. Herb Chambers has set itself apart regarding its online sales program and customer service program as a result of Jay’s guidance and perseverance.

For all of you that have purchased automobiles from our company in the past, thank you. It is hard to believe that we are now celebrating our 25^th year. It feels like we just started. We can meet all your luxury automobile needs within a short distance from Boston, and offer you the best deals.

My career in the Automobile business stemmed from my love of cars, and the terrible experiences I had buying them.  Our mission has always been “not to sell you a car, but to help you buy one”.  No one wants to be sold anything.  Your experience at our dealerships should be fun, stress free and exciting;  After all, what’s better than getting a new car?

For those of you who have not purchased from us before, it would be our pleasure to serve you. It is my hope that you will find that our dealerships are not interested in one sale. We hope to earn your trust by providing the best vehicles at competitive prices with world class service.

Should you ever encounter anything less, please email me at hchambers@herbchambers.com

Thank You!

Herb Chambers

Please Visit these Herb Chambers Scion Dealerships!

Visit our showroom today or CLICK HERE to find us online!

CALL  888 – 941 -3305 to schedule a test drive today!

Herb Chambers Scion Auburn
809 Washington Street, Route 20
Auburn, MA 01501
Phone: 888 – 941 -3305

Visit our showroom today or CLICK HERE to find us online!

CALL 877-906-1652 to schedule a test drive today!

Herb Chambers Scion of Boston
32 Brighton Ave
Boston, MA 02134
Phone: 877-906-1652

Please visit these other Herb Chambers Related Websites!

Herb Chambers News – CLICK HERE.

Herb Chambers Videos – CLICK HERE.

Herb Chambers Hybrids – CLICK HERE.

Smart Priced Certified Pre-Owned
For our guests in the market for a pre-owned vehicle, we always provide a selection of at least 2,000 “Smart Priced” Herb Chambers Certified cars, trucks, vans, SUVs and luxury vehicles. Quite simply nobody offers you more selection and value (wait until you hear about Smart Pricing, Free Car Fax’s, complete maintenance histories and our one-of-a-kind 3-Day Money-Back, 30-Day Trade-In guarantee!).

Lastly a huge variety of finance and purchase option lease choices are available for your new or pre-owned purchases and Herb Chambers trained professionals will provide the most competitive offers available anywhere.

Customer Service is our NUMBER  ONE GOAL!

Your car should be more than just a method of transportation – it should be a vehicle for expression. Every Scion starts out fully loaded with superior standard features.  With our numerous accessories, you choose where to take it from there.   At Scion we are passionate about giving drivers the flexibility to customize and build a ride that is distinctly their own. With all this covered under our factory warranty, you’ll be free to focus on something more important – choosing the path to reach your next destination.

A simple, tall and wide linear shape provides a versatile interior space. Inside you will find a range of standard features from the safety-minded side curtain airbags , to the efficiency minded Scion Drive Monitor that displays driving time, range, fuel consumption, outside temperature and average speed, all the way down to the practical details such as cup and bottle holders.

Exterior:

16″ Steel Wheels (with Choice of 3 Wheel Cover Designs)
Projector Style Low Beam Headlamps
Multi-Reflector Halogen Headlamps
Power Outside Mirrors / Turn Signal Indicators
Intermittent Front Wipers
Rear Wiper
Chrome Exhaust Tip

Interior:

Air Conditioner
Power Windows (with one-touch Auto Down on driver’s window)
Power Door Locks
Rear Window Defogger
Digital Clock
Tilt Steering Wheel
Cargo Area Cover (Available)
Tachometer and Trip Meter
Driver and Passenger Vanity Mirrors
Sport Front Bucket Seats with Fabric Upholstery (with Height Adjustment)
Cruise Control
Cargo Area Storage
60/40 Split Folding Rear Seat
Outside Temperature Gauge
Average Speed and Miles Per Gallon Gauge (17)
Amber Instrument Panel Illumination
Rear Privacy Glass
Remote Keyless Entry (RKE)

Audio:

Pioneer Audio System (Max. Output 160-watt)
Auxiliary Port / iPod Connector (1)(2)
Steering Wheel Mounted Audio Controls
6-Speakers (including 2 tweeters)

Navigation System:

The available Scion Navigation System (SNS)  offers a wide range of features to help keep you on track when you’re out and about. Locate specific destinations using a point of interest, address information, intersection, coordinate, or freeway search. The SNS doesn’t just help you find where you’re going, it also doubles as an audio system. Plus, when you’re not moving, you can take advantage of the SNS DVD capabilities to watch your favorite videos on the LCD screen. With Alpine Digital Sound Processing (DSP), you choose from five different preset equalizer curves or create your own – making sure that wherever you’re headed, you control the soundscape.

Please Visit these Herb Chambers Scion Dealerships!

Visit our showroom today or CLICK HERE to find us online!

CALL  888 – 941 -3305 to schedule a test drive today!

Herb Chambers Scion Auburn
809 Washington Street, Route 20
Auburn, MA 01501
Phone: 888 – 941 -3305

Visit our showroom today or CLICK HERE to find us online!

CALL 877-906-1652 to schedule a test drive today!

Herb Chambers Scion of Boston
32 Brighton Ave
Boston, MA 02134
Phone: 877-906-1652

Please visit these other Herb Chambers Related Websites!

Herb Chambers News – CLICK HERE.

Herb Chambers Videos – CLICK HERE.

Herb Chambers Hybrids – CLICK HERE.

Scion likes to stay in close touch with the Scion consumer community,  they do so by sponsoring  / hosting  a variety of fun and trendy events!

Here are a few current Scion events.

Scion Photo Contest
March 15th – May 15th
CLICK HERE to get to the Scion Photo Contest!

• The top photographer in each category will receive $1000.
• The runner-up in each category will receive $500.
• Third place in each category will receive a free subscription to Vice Magazine and a copy of True Norwegian Black Metal.
  

The Scion Photo Contest entry form – CLICK HERE!

Scion is very involved in cross marketing with various musical genres.

The Scion Sessions:

Scion Sessions is an ongoing commitment to Dance music - CLICK HERE for the Schedule!

Kelley Blue Book

KBB  awards Scion the following prestigious awards:

Overall Top 10 to both the  Scion tC and Scion xB!

While most car buyers today consider sticker price the most significant number when choosing a new vehicle, our editors recommend taking a closer look at a number Kelley Blue Book is expert in calculating: its resale value. Depreciation often is the greatest expense incurred by drivers during the first five years of vehicle ownership, so choosing a vehicle that retains its value better than others is important in keeping your total ownership cost low.

The Kelley Blue Book Best Resale Value Awards recognize automakers’ outstanding achievements in producing vehicles that best retain their value. Awards are presented to the top vehicles within 15 vehicle categories, for Overall Top 10 vehicles across all categories and the brand with the best projected resale value across its entire line of vehicles.

Consumer Guide Picks Only the Best of the Best – CLICK HERE

Consumer Guide recognizes Scion for THREE awards  in its 2009 Best Buy and Recommended Awards:

Scion

• Sub Compact – xD
• Compact – xb
• Sporty Performance – tC

About the Consumer Guide Award:

Each year, consumers purchase over 17 million new cars, trucks, SUVs, a­nd minivans, most costing in excess of $20,000.  Some people buy on impulse, spurred by incentives or high style.

Others are more m­ethodical in approach, carefully weighing the pros and cons of each vehicle long before visiting a dealership. Regardless of shopping method, consumers spending thousands of dollars need to make wise choices when selecting their next vehicle. With more than 250 new cars, trucks, minivans, and SUVs on the market, many consumers don’t know where to begin when shopping for a new car. That’s where we come in. Consumer Guide’s editors offer Best Buy and Recommended picks in 18 distinct vehicle classes to simplify the selection process for today’s buyers. Our Best Buy and Recommended picks focus on overall vehicle value and take into account performance, economy, reliability, ease of use, comfort, and price.

At Consumer Guide Automotive, our editors evaluate every vehicle so consumers can be confident in their purchase. In an effort to stay current with the latest automotive trends and help consumers select the right vehicle, the editors at Consumer Guide Automotive test drive more than 200 new vehicles each year. We select the top overall vehicles in each class as Best Buys. This is our highest ranking.

Cars.com Recognizes Top Cars for Today’s Lifestyles With 2009 Lifestyle Awards

The automotive experts at Cars.com hit the streets in dozens of vehicles this year and can now announce their top vehicle picks for a variety of lifestyle segments as part of the 2009 Cars.com Lifestyle Awards.

Cars.com Awards the following award to Scion:   Best Deal for Weekend Athletes, 2009 Scion xB

Smart Priced Certified Pre-Owned
For our guests in the market for a pre-owned vehicle, we always provide a selection of at least 2,000 “Smart Priced” Herb Chambers Certified cars, trucks, vans, SUVs and luxury vehicles. Quite simply nobody offers you more selection and value (wait until you hear about Smart Pricing, Free Car Fax’s, complete maintenance histories and our one-of-a-kind 3-Day Money-Back, 30-Day Trade-In guarantee!). Lastly a huge variety of finance and purchase option lease choices are available for your new or pre-owned purchases and Herb Chambers trained professionals will provide the most competitive offers available anywhere.

Customer Service is our NUMBER  ONE GOAL!

The Herb Chambers Companies serve the Boston Mass, Providence RI and Worcester MA areas with new cars, trucks, SUVs and Scooters.

Herb Chambers.com – CLICK HERE!

Please visit these other Herb Chambers Related Websites!

Herb Chambers News – CLICK HERE.

Herb Chambers Videos – CLICK HERE.

Herb Chambers Hybrids – CLICK HERE

The xD’s distinctive silhouette hints at the contrast lying beneath the surface.

An exterior design of simple, clean surfaces, punctuated by striking lines, sets the tone for a vehicle that will challenge perceptions of what a compact can offer.  Sliding and reclining rear seats give backseat passengers ample legroom and comfort, while standard features like side curtain airbags, keyless entry, cruise control, iPod compatibility  and a maximum 160-watt Pioneer audio system surpass any preconceived notions. Packing a 128 horsepower 1.8L engine, and riding on 16″ wheels, the xD accelerates and handles with agility, giving you the confidence that you’re ready to head in whatever direction you choose.

Scion xD Interior:
Air Conditioner
Power Windows (with one-touch Auto Down on driver’s window)
Power Door Locks
Rear Window Defogger
Digital Clock
Tilt Steering Wheel
Cargo Area Cover (Available)
Tachometer and Trip Meter
Driver and Passenger Vanity Mirrors
Sport Front Bucket Seats with Fabric Upholstery
Cruise Control
Cargo Area Storage
60/40 Split Folding, Sliding, & Reclining Rear Seats
Average Speed and Miles Per Gallon Gauge (17)
Amber Instrument Panel Illumination
Remote Keyless Entry (RKE)

Scion xD Exterior:
16″ Steel Wheels (with Choice of 3 Wheel Cover Designs)
Multi-Reflector Halogen Headlamps
Power Outside Mirrors / Turn Signal Indicators
Intermittent Front Wipers
Rear Wiper
Chrome Exhaust Tip

Scion xD Audio
Pioneer Standard Audio System (Max. Output 160-watt)
Auxiliary Port / iPod Connector (1)(2)
Steering Wheel Mounted Audio Controls
6-Speakers (including 2 tweeters)

Please Visit these Herb Chambers Scion Dealerships!

Visit our showroom today or CLICK HERE to find us online!

CALL  888 – 941 -3305 to schedule a test drive today!

Herb Chambers Scion Auburn
809 Washington Street, Route 20
Auburn, MA 01501
Phone: 888 – 941 -3305

Visit our showroom today or CLICK HERE to find us online!

CALL 877-906-1652 to schedule a test drive today!

Herb Chambers Scion of Boston
32 Brighton Ave
Boston, MA 02134
Phone: 877-906-1652

Please visit these other Herb Chambers Related Websites!

Herb Chambers News – CLICK HERE.

Herb Chambers Videos – CLICK HERE.

Herb Chambers Hybrids – CLICK HERE.