Call to Service: Happy Trailers
As the benefits for the NATM Dealer Affiliates grow, so do their dedicated marketing campaigns. Call to Service is a campaign where NATM aims to highlight and acknowledge service departments for their vital contribution to the success of trailer dealerships and the industry as a whole. We are excited to launch this campaign and give dealers a chance to showcase their service departments and shine a light on the crew that makes such a difference in their business.
We are thrilled to highlight Happy Trailers, a multiple-location trailer dealership focused on standardization regardless of location. NATM spoke with Derek Canady, the director of business development; and Poncho Froese, the director of operations, about the company, and we dived deep into what makes their service department so unique!
About Happy Trailers
Happy Trailers has 63 employees across 11 locations throughout Texas and Oklahoma. The service department has been an integral part of Happy Trailers since the beginning of the business. Previously, the service shop was handled by one technician per location. Still, as the company grows, so does demand, and they have expanded most of their service shops to have at least two technicians to assist with customer needs.
Happy Trailers is focused on providing the best service possible. Its skilled technicians have experience in everything from minor trailer repairs to complete rebuilds. They value their service departments and recognize how important it is for customers to receive quality services. They also know how important it is to be able to expect the same processes, which is why standardization throughout all locations is essential for them.
What Makes Them Stand Out?
In addition to their skilled technicians and passion for amazing customer service, Happy Trailers' service department is committed to standardization across the company. With 11 locations scattered across two different states, they pride themselves on offering quality services and a standard to go along with them. Whether you are in Paris, Texas, or Oklahoma City, you can be guaranteed quality service and a smile while it’s done.
They are happy to help and want to make sure all their customers everywhere are treated with the best services. Happy Trailers service technicians' biggest focus is ensuring their customers leave with their problems solved. They go above and beyond while also providing that service at every location. In a niche industry where there isn’t much standardization or consistent processes, it is nice to know that you can expect the same thing from all 11 locations.
Happy Trailers Dedication & Future Goals
One of the most rewarding things for the Happy Trailers service team is the flexibility they can offer their customers. They often see reviews from customers who experienced a crisis on the road during the weekend when many places are closed or unavailable, but Happy Trailers was able to help them.
They have the resources to make their customers’ day focused on the fun and exciting trip they had planned rather than a canceled one. Happy Trailers makes sure that whether it’s a scheduled service job or an unplanned one when they’re in a jam, the customer is treated equally. Emergencies happen, and the service team works hard to make sure they can help in any way they can.
Happy Trailers’ service department finds great reward in seeing its customers happy. So much so that this stellar service almost made one employee late for a very important day for Poncho.
“It was my wedding day and a weekend when we closed up at 12 pm that day. A customer came in right before closing, needing an emergency fix on their trailer,” Poncho said. “The two people at the shop, one of whom was scheduled to be at my wedding later that day, were closing up and decided they would still help him even though they could’ve easily closed and gone on about their day. Within a couple of hours, they had the customer‘s trailer fixed up and on the road so that they could make it home to their family and not be stuck for the weekend. My friend made it to my wedding, and I had no clue what happened until weeks after.”
Poncho's story is only one of many in which Happy Trailers went above and beyond for a customer. Along with going the extra mile for their customers, their future is looking just as rewarding! They hope that in the coming years of growth, they can expand the service department and eventually offer same-day services.
Myths vs Facts
Myth: Trailers don’t need regular maintenance.
Fact: Trailers need regular maintenance to ensure the safest road experience for you and everyone else on the road. Happy Trailers educates all its customers and even provides maintenance schedules, so you never have to worry or wonder when your next checkup is.
Myth: Your trailer can carry anything as long as it fits.
Fact: Just because your trailer can carry something doesn’t mean it should. Safety is essential when hauling anything on the road. You want to make sure you aren’t overfilling or overweight when loading your trailers.
We are so excited to share Happy Trailers’ story and highlight their awesome service department! They are truly dedicated to their customers and want to put a smile on their faces. Are you in the Texas or Oklahoma area and in need of service? You can find a Happy Trailers location near you by visiting the Happy Trailers Website!
Are you a Dealer Affiliate who wants to highlight your service department? You can sign your service team up below for a chance to be featured in our next Call to Service!