Every year, one outstanding sales representative from each dealership competes in the Checkered Flag Walk Around Contest. Each representative was given just 15 minutes to show a vehicle of their choice  to "Bob and Betty," a fictitious couple looking to trade in their current vehicle. The challenge is to cover a ton of information (including items such as window sticker, warranties, and Checkered Flag Winner's Edge) during the allotted time.

We here at the Checkered Blog would like to send out a big CONGRATULATIONS to all of the Walk Around Contest participants, especially to this year's grand prize winner, Phyllis Hunter of Checkered Flag Jaguar! Phyllis showed "Bob and Betty" Jaguar's newest sporting luxury sedan, the XF (it's an Unsung Hero of Fuel Efficiency, too.) Contest judges awarded her with an all inclusive trip for two to a 5-star hotel in Cancun, Mexico. She says competing was a lot of fun, and she's very excited to go on the trip with her husband. Bon voyage, Phyllis!   

"It's a true American story.  I love it."

That's among the many wonderful comments we've heard since We All Win: How the company launched on a whim succeeded was published several weeks ago.  The book tells the story of Checkered Flag and a reviewer on Amazon wrote this about it: "It's the kind of book you start on a whim but then can't put down until you've finished, and then find yourself wanting more." 

We All Win is now available at Prince Books in downtown Norfolk, Virginia, as well as online here on CheckeredFlag.com (click the book icon to the left), on Amazon, and at all Checkered Flag locations.  Funds raised through the book's sale benefit United Way of South Hampton Roads. Happy reading!

Just a few weeks ago, someone in my family was in a car accident. Thankfully, no one was injured in the collision, but the aftermath has been...well, stressful.

My relative's current predicament motivated me to learn more about the auto repair process, so I headed over to Checkered Flag's Body Shop. Bill Evans, Shop Manager (pictured here with members of the Body Shop team, Rich Sproul and Lisa Pfeiffer), offered great insight into the industry and gave me a personal tour around the shop. He says, "This is the last place people want to be, simply because cars are huge investments. So it's our responsibility to be empathetic to our customers and to make the process as painless as possible by providing great service."

The Body Shop opened in 1985 and has since then prided itself in delivering a high level of quality automotive repair. Bill says his staff is composed of experienced "automotive health experts" who are trained to help customers during each step of the repair process. They offer guidance in working with insurance companies (Checkered Flag deals with all vehicle insurance providers) and assist in arranging for rental cars.

Technicians are factory trained A.S.E. and I-Car certified. They take on all types of repair damage, minor or significant. Laser Unibody & Frame straightening equipment and two high-tech downdraft painting and baking booths are used to ensure that vehicles are returned to pre-accident conditions. They're able to accommodate a high volume of vehicles (the most was 63 cars in one week). 

Typically the number one question on customers' minds is how long the repairs will take. Different variables (insurance companies, repair severity, type of vehicle,  parts availability) affect the time needed to complete repairs. It's difficult to pinpoint, but according to Bill, on average for every $1,000 worth of damage, it takes about a week of repair work. Again, this varies for every case. The Body Shop team will work with you to keep you updated during the repair process.

Bill says, "We hold ourselves to high standards here and want to deliver top quality to our customers. It's important to make sure they're satisfied and everything is repaired properly."

We here at the Checkered Blog would like to send a big thanks to all Body Shop team members. Pictured here are Tony Bosques, Lisa Fisher, and paint manager Kenny Jackson. If you're interested in finding out more about auto repair, visit the Checkered Flag Body Shop page or call (757) 490-111. Have a great weekend everyone and drive safely!

CB: Janice, thanks for sharing a few minutes to speak with us. What do you do here at Checkered Flag Jaguar?
Janice: I'm a cashier/receptionist. I've worked here for 5 years now, and I absolutely love it.

CB: Which Hampton Roads city or county do you live in?
Janice: Virginia Beach. It's been about 24 years now. I like the beaches and it's just a great location. My three kids were raised here. By the way, I'm very proud of my daughter and two sons!

CB: What are your hobbies?
Janice: Hmm...let's see, bowling. (Laughs) I learned on the Wii. I also like reading, horseback riding, watching plays, and meeting people. Basically, I just love living life.

CB: What's your favorite restaurant?
Janice: (Smiles) I love food, so I don't know if I have a favorite. There's just so many. My favorite is seafood. Lynnhaven Fish House is good. And there's a new place that just opened near where I live, K & B Seafood. The food was so delicious and the service was impeccable.

CB: What type of music do you listen to?
Janice: All types. I really enjoy Rhianna. She's very talented. My favorite song of her's is Umbrella.

CB: What's the last movie you've seen?
Janice: The Batman one, Dark Knight. It was excellent. I'm a Christian Bale fan, great actor.

CB: Do you have any pets?
Janice: Yes, two poodles named Princess and Snoopy (laughs).

CB: What's the one invention you couldn't live without.
Janice: Air conditioning. I can't stand heat.

CB: What's the one thing that people would be surprised to know about you?
Janice: Uhm...I'm really a people person, so what do people not know about me? Well, I crochet, things like bed spreads. I learned how to back when I was in Catholic school. Oh, I'm an excellent cook too. People don't know that because I eat out a lot, but that's just because my kids are grown, so I don't always have to cook (laughs).

CB: What's the best thing about working for Checkered Flag?
Janice: Working in customer service. I get the opportunity to meet a lot of unique people working here. My co-workers are wonderful too, and I love our interactions with one another. It's just a really great place to work.

We All Win: How the company launched on a whim succeeded, the newly-published book about Checkered Flag, has drawn advance praise from national industry leaders, including from James D. Power, III, the founder of J.D. Power and Associates.  He says We All Win "tells a story that stands out among all dealerships across the country."  Funds raised through the sale of We All Win will benefit United Way of South Hampton Roads. You can purchase the book here on CheckeredFlag.com by clicking on the book icon on the left side of this home page or by visiting any of Checkered Flag's parts departments.

We All Win was written by award-winning former journalist Audrey Knoth, who is now a Norfolk business executive. Recently, the Checkered Blog caught up with Audrey for an interview.  We will be featuring portions of our conversation with her in coming weeks, starting today.

Checkered Blog: Whose idea was it to write a book about Checkered Flag?

Audrey: The idea was mine.  In early 2007, I helped Checkered Flag with several business projects, and as I learned more about the company, I became very intrigued by its history.  Checkered Flag was founded in 1964 by Ed Snyder, who continues to run the company today along with his son Steve Snyder.  That kind of longevity of local ownership and operations is in itself remarkable.  But as I dug into it, I found the story was even more interesting and important than just that.

Checkered Blog: In what way?

Audrey: I learned that prior to founding Checkered Flag, Ed Snyder had managed a department store called Snyder's that his grandfather had started in downtown Norfolk at the turn of the last century.  So when Ed Snyder got into the car business in the mid-1960s, he brought customer-service and marketing practices from the department store into auto retailing, and the things he did were very unusual at the time.  When you hear Ed Snyder and Steve Snyder talk about customer service being Checkered Flag's top priority, they are really talking about a philosophy that has been paramount to the Snyders for more than 100 years.

Checkered Blog: Why are funds raised from the sale of We All Win being used to benefit United Way?

Audrey:  United Way is very important to Checkered Flag and it was for Snyder's department store, too.  What has made it so important is that not only does United Way support such a variety of local organizations, it involves individual employees in the giving process.  Through the generations, the Snyders have believed that giving feels good, that the process is as beneficial to the person who is giving as it is to the recipient, and United Way encourages this.

Checkered Blog: Something that's very noticeable about We All Win is how visually appealing and colorful it is.

Audrey: Yes, the book is more than just a narrative.  We have included lots of great vintage photographs and a cartoonist even created five original cartoon strips and the book's cover.  So we hope that people really enjoy both reading the book and just leafing through it.

Checkered Blog: And all of us at the Checkered Blog hope that everyone will consider purchasing We All Win to help raise funds for United Way of South Hampton Roads.  Please click on the book icon on the left of this home page ro order in online or stop into any Checkered Flag parts department to pick it up in person.

When a 12-year old boy walked out of a Polish village in 1882 in search of a better life, it was literally the first step toward the founding of Checkered Flag.

The story of how Checkered Flag came to be, the obstacles it faced, and the customer-service philosophies that propelled it to success are told in the new book We All Win: How the company launched on a whim succeeded, written by Audrey Knoth.  We All Win has received advance praise from leading auto industry executives, who call it "a remarkable book about a remarkable business enterprise."  We All Win is now available for sale here on CheckeredFlag.com (click here) and, starting on Friday, August 8th, in all Checkered Flag parts departments.  Funds raised through its sale will benefit United Way of South Hampton Roads.

The book recounts how the near-penniless Louis Snyder arrived in America in the late 19th century and how, from a small dry goods company, he built a major Norfolk, Virginia department store operated by successive generations of the Snyder family.  His grandson Ed Snyder took over management of Snyder's department store in the early 1960s.  In 1964, Ed invested in a small British sports car dealership and, at his wife Jean's suggestion, named it Checkered Flag.

We All Win explains how Checkered Flag prevailed over challenges, failures, and risks to grow from one humble showroom to the auto retailer it is today, with 11 new-car franchises and a used-vehicle superstore in Virginia Beach and Norfolk, and selling more than 12,000 vehicles annually.  Ed Snyder continues as president 44 years after its founding; son Steve Snyder is senior vice president.

The author, Audrey Knoth, is a former broadcast and newspaper journalist who's now a Norfolk business executive.  She says she had the idea to write the book after helping Checkered Flag with several projects in early 2007.

"I became intrigued by Checkered Flag's history, which had never been researched and told," she says.  "The more I learned about Checkered Flag, the more I realized its story is a compelling one that has meaning for people both inside and outside of the car business."

Audrey spent over a year researching and writing We All Win, conducting extensive interviews, consulting with auto industry and academic experts, and poring through historical and newspaper archives.  Vintage photos, illustrations, and original cartoons accompany the book's absorbing narrative.

"I found that the principles that originated more than a hundred years ago remain at the foundation of Checkered Flag today," Audrey says.  "Among them: if you take care of your employees, they will take care of your customers; nothing is more important than customer service; failure should teach you rather than frighten you; and taking risks is absolutely essential to succeeding."

All of us with the Checkered Blog are excited about the book and we hope you will consider purchasing it.  It's a great read and with the funds raised benefiting United Way, you could say We All Win!

For the second year in a row, Jaguar North America claims the number one spot in delivering customer satisfaction with dealer service. The J.D. Power Customer Service Index (CSI) released last week, found that Jaguar ranks highest with an overall CSI score of 923 points on 1,0000-point scale. The study measures customer satisfaction among vehicle owners who receive maintenance or repair work at a dealer service department during the first three years of ownership.

Kim Sandy the Service Parts and Director at Checkered Flag Jaguar, says the relationships built between the service department team and customers are very important. The high CSI ratings are the direct result of a strong staff who continually keep their customers happy. "We are very fortunate to have a great and reliable service team."

Shop Manager Michael Williams says customers  rely on dealerships to let them know what services their  automobiles need. Correctly fixing a car the first time is also a main concern among customers. The Jaguar service team works hard to deliver a high standard of service quality. To ensure that Jaguar customers stay satisfied during service visits, several conveniences are provided such as a comfortable facility, courtesy rides, loaner cars, and free service washes. Michael says, "It's simple. We treat customers the way they want to be treated."

Six measures were considered in the study: service initiation, service advisor, in-dealership experience, service delivery, service quality and user-friendly service. Jaguar received very high index scores among repair customers, particularly in the service initiation, service advisor, and user-friendly service measures. If you'd like to read more of the study's findings visit the J.D. Power and Associates website. We here at the Checkered Blog would like to thank everyone at Jaguar for all their hard work. Congratulations!

The Unsung Hero for today is no newcomer to the Checkered Blog. The Jaguar XF has made several appearances on our blog, and for good reasons. We have told you before that the XF is the newest "sporting" luxury sedan on the Jaguar lot and that it gives a modern spin on the traditional Jaguar look. What we have not really talked about is how for a vehicle of its class, the XF gets great fuel mileage. It gets 26 highway miles and 18 city. The 18 gallon XF tank can garner around 470 miles. I spoke with Phyllis Hunter, a Jaguar gold certified sales consultant at Checkered Flag yesterday, and she says that people may also be interested to know that the XF is not subjected to a gas-guzzler tax (in fact no Jag vehicle is) .

I got a glimpse of the XF when it first arrived at Checkered Flag last March, but Phyllis was kind enough to reintroduce me, and I quickly remembered that it is one of the coolest cars I have seen.  There are three trim levels offered: Luxury (starting at $49,975), Premium Luxury, and Supercharged. All the models have a 4.2-liter V8, but of course the Supercharged comes with a supercharged engine.

The XF interior is really what got me excited. It is no surprise that it received the Best Interior of the Year Award from Wards Auto World. Phyllis and I hopped inside the XF, and with just a push of a button it came to life. I have seen keyless ignitions on other cars before, but pressing the start/stop button on the XF triggers a series of events. The JaguarDrive (gear) Selector knob rises from the center console. The hidden rotating air vents appear on the dashboard, and the 7-inch Touch-screen welcomes you. It is all just very cool to watch. The softgrain leather seating surfaces (standard on the Premium Luxury and Supercharged) paired with the walnut veneer adds a very classic and comfortable feel. The audio system on all XF levels feature full iPod and MP3 connectivity (that you can control on the touch screen) and at least 8 speakers plus a subwoofer. An optional Bowers & Wilkins 440W surround system is also available (it is the same system used at the George Lucas Skywalker Ranch). There is so much that I could highlight about the interior, but we could be here all day so check out the full list here. 

Aside from all the technological conveniences, the XF also has you covered with safety features including: dual-stage front airbags and seat-mounted side airbags for front occupants; side-impact curtain airbags for front and rear; Lower Anchors and tethers for Children (LATCH); active head restraints; and Tire Pressure Monitoring System (TPMS). Phyllis also told me about the very useful Advanced Vision Package. With it comes a rear camera parking aid, blind spot monitor (radar sensors placed in the side view mirrors alert the driver when another vehicle enters the blind spot); Bi-Xenon headlamps; and front parking aid.

You will not have any trouble whatsoever finding pictures of the XF online (they are everywhere), but take my word for it, you cannot truly appreciate its styling beauty until you have seen it in person. Experience the XF by visiting Checkered Flag Jaguar, 2865 Virginia Beach Boulevard, Virginia Beach or call (757) 490-1111 for more information.