Volume 3, Issue 5

October/November 2009

I N S I D E T H I S I S S U E :

Veterans Day 2009 1

From John’s Desk 2

Retiree Luncheon Pictures 2

Saturn Message from Greg Sutliff 3

Cell Phone Etiquette 4

Live Auction—Saturday, Nov. 14 5

PAA Scholarship 5

Classifieds 5

Top in Sales and Service 6

Gold Stars 6/11

Kudos 7

Top Ten—Dealership vs. Garage 8

Ebay Find 8

Spring Forward 8

Life at the Front Desk 8

Employee News 9

Welcome 9

Birthdays/Anniversaries 9

United Way Finale & Chili Cook-off 11

United Way Kick-off Pictures 12

United Way Finale Silent Auction 10

D I D Y O U

K N O W ?

The World’s Championship Chili

Cook-off is annual event spon-

sored by the International Chi li

Society founded in 1967. 2010

will mark the 44th year of the

competition. Here at Sutliff

Chevrolet we’re having our

FIRST ever chi li cook-off on Fri-

day, November 6th. See page 11

for more information.

All employees, retirees and customers are invited to gather at theSutliff Chevrolet flag pole on Wednesday morning, November 11thfor our annual Veterans’ Recognition flag raising ceremony. DanSteele of WHP580 will again serve as Master of Ceremonies. Ourguest speaker for the event will be United States Navy CaptainChris Vitt, who is presently assigned as Commanding Officer, NavalSupport Activity Mechanicsburg/Philadelphia, PA. Junior ROTC stu-dents from Cedar Cliff High School, Camp Hill, will serve as HonorGuard. Distinguished guests will include veterans from foreign warsand our own Sutliff employees who served their country.

The Veterans Day Ceremony has been a Sutliff tradition for manyyears as evidenced by this picture of the gathering from 1976.

Veterans Day

Annual

Flag Raising

Ceremony

November

11th

9:20 AM

Page 2

Page 2S U T L I F F — S I N C E 1 9 3 1

From John Hickey’s Desk…

W H O W O U L D Y O U C H O O S E ?

You are driving down the road on a wild, stormy night, when you pass a bus stop and see three

people waiting for the bus:

1. An old lady who looks as if she is about to die.

2. An old friend who once saved your life.

3. The perfect partner you have been dreaming about.

Which one would you choose to offer a ride to, knowing that there could only be one passenger in your car?(This is a moral/ethical dilemma that was once actually used as part of a job application.)

You could pick up the old lady, because she is going to die, and thus you should save her first. Or you could takethe old friend because he once saved your life, and this would be the perfect chance to pay him back. However,

you may never be able to find your perfect mate again.

What would you do? Think before you continue reading.

Everyday we are presented with chores and opportunities — in our personal lives and here at work. How we choosereflects who we are and more importantly, what we value. In many cases, it also shows something about our abilityto think on our feet. Read on, and remember that here, we want to make the right choice for our customer, andsometimes it requires us to step back and think about what assets we have at our disposal, rather than the limita-

tions of the situation.

You could pick up the old lady, because she is going to die, and thus you should save her first; or you could takethe old friend because he once saved your life, and this would be the perfect chance to pay him back. However, youmay never be able to find your perfect dream lover again.

The candidate who was hired (out of 200 applicants) had no trouble coming up with hisanswer. He simply answered: "I would give the car keys to my old friend, and let him takethe lady to the hospital. I would stay behind and wait for the bus with the woman of my

dreams."

Never forget to "Think Outside of the Box" — and think about what you can do, instead of

what you can’t.

John C. Hickey

Bob Herman

(Chevrolet Commercial

Truck Manager) and

George Judy (Saturn of

Harrisburg) were Sut-

liff’s most recent retir-

ees honored at the

annual Retiree Lunch-

eon on October 2nd.

The following letter was recently sent to local Saturn owners:

Page 4

S U T L I F F — S I N C E 1 9 3 1

The following art icle provide some common sense advice. Hereat Sutliff Chevrolet, we ask that you restrict cell phone use asyou would any personal call — you should generally not take

such calls while “on the clock.”

Emily Post, the master of personal and professional etiquette fora generation, would probably approach meltdown if she wit-nessed some of the vagaries of current cell-phone use. PeggyPost, director of the Emily Post Institute, is possibly more deli-cate when she says, “We’re hearing more and more storiesabout cell phones in the workplace.” As you might guess, most

of these stories are less than complementary.

Director of the information center at the Society for Human Re-source Management, Rebecca Hastings, is much more direct.“Right now, cell phones are the cigarettes of this decade,” sheoffers. “It’s an addiction.” Ms. Hastings is compiling even moreproblem data than Ms. Post. Although the common impressionis this “addiction” is the exclusive purview of the country’s teen-age population, the facts indicate that the work place is a grow-ing incubator for similar behavior. Employees should be wary ofallowing improper cell phone etiquette to damage their careers.Whether or not a company cell phone policy exists, employeesshould learn proper etiquette to ensure that their climb up the

corporate ladder is not hindered or halted.

The Top Eight Rules of Proper Cell Phone Etiquette at Work — Arecent study showed that at least 40% of U.S. companies nowhave a published cell phone usage policy at work. That percent-age will most certainly rise in the near future. It might be moredifficult for the employees of the majority of firms that have yetto adopt an acceptable use policy. To avoid suffering a careerdetour from unacceptable cell phone use in your office, considerthe following generally accepted rules of good cell phone behav-

ior.

1. Turn your ringer OFF or set to “vibrate”. Unless your cell

phone is a company-issued handset for business use, setyour unit to vibrate while at your desk. Even if you’ve se-lected a tasteful ring tone, repetit ive incoming calls will benoticed (negatively) by co-workers and management.

2. Let “bread and milk” and other unimportant calls go to

voicemail. While it’s wonderful to have a live connection tothe important people in your life, children, parents, otherfamily and friends, frequent chatty calls during your workdaywill often reflect negatively on your perceived concentrationon your duties.

3. When you must use your cell phone, find a private, quietplace to make your calls. Regardless of where you are, mostetiquette advisors agree you should always observe the“ten-foot rule”. Maintain a buffer zone of at least ten feetfrom others while you’re using your cell phone. While at

work, you should make every attempt to expand basic eti-quette and find locations that do not infringe on co-workerstrying to perform their jobs.

4. Don’t bring your cell phone to meetings. Neglecting this one

rule can do career damage even when you adhere to most ofthe other recommendations. Some etiquette gurus recom-mend that, should an important call be expected, either forbusiness or a family emergency, you could put your cell phoneon “vibrate” and bring it with you. Treat this exception withextreme caution, however. Regardless of the urgency of theexpected call, your boss will most certainly take a very dimview of a meeting interruption because of your cell phone. It isa far better idea to leave your cell phone at your desk to avoidany “interruption temptation”.

5. Never use your cell phone in restrooms. This rule may, at first,

appear frivolous, but the statistics indicate it is an importantcomponent of cell phone etiquette. Why? You often do notknow who else may be using the facilities. Should you commu-nicate private information or sensitive work issues, you mayeasily be overheard without your knowledge. There are somewell-documented horror stories of information delivered intothe wrong hands by this simple, innocuous rule violation.

6. Eliminating embarrassing ring tones. Should you have a psy-

chological need to use a cutesy or outrageous ring tone whileaway from your job, be very careful when you are at work. Ei-ther keep your cell phone on vibrate at all times at work orchange to a more professional ring tone during your work day.Along with annoying both co-workers and supervisors, a sillyring tone can negatively impact your career by displaying aless than professional, serious image to management.

7. Maintain a low voice during cell phone conversations. Often

called “holding court”, having loud conversations about noth-ing, a loud voice can be extremely annoying to anyone withinearshot. Often, the ten-foot rule becomes useless during oneof these situations. Unless you are in the middle of a loud con-struction site, you should understand that cell phone micro-phones are very sensitive and only inches away from yourmouth. There is normally no need to increase your voice tolevels used by seminar leaders talking without microphones.

8. Use text messages instead of voice calls to maintain profes-sionalism. If you need to communicate on a personal level andunderstand that voice calls would be inappropriate, send atext message to your caller. It’s quiet, fast, and to the point.Unless you’re trying to set a world’s record for the largestthumbs on the planet, a few text messages during the workdaykeeps your lines of communications open without wasting yourtime or annoying co-workers.

By following the current rules of good cell phone etiquette, you’llnot only be ahead of the curve, you may enhance your professionalstanding at work by displaying this considerate behavior. Some ofyour cell phone etiquette may even be transferred to your friends

who might be in need of some guidelines, too.

Use ProperCell Phone Etiquette at Work

Cell Phones Are Becoming Embeddedin OurCulture – For BetterorWorse

Page 5S U T L I F F — S I N C E 1 9 3 1

FORD STORE ASSETS — LIVE AUCTION

The silent auction of the Ford store assets is over but there are still plenty of

furniture, tools and office equipment still available and deals to be made.

All items MUST BE SOLD! Therefore, all Sutliff employees are invited to

attend a live auction — with our own Bill Krieger as our auctioneer! For

more information, please call David Trone at 717-234-4444, ext. 707.

DATE: Saturday, November 14th

LOCATION: Former Sutliff Ford Store—corner of Cameron & Paxton Streets

TIME: 9 AM

Coffee, sodas and Danish will be available from Dodge City.

PAAF SCHOLARSHIP

TO BENEFITDEALERSHIP EMPLOYEES

The PAA Foundation has expanded its schol-arship program to benefit the children of deal-ership employees. The PAAF’s new Commu-nity Service Scholarship Awards extendscholarship opportunities to the children of

dealership personnel who have consistently demonstrated chari-table characteristics through their actions and involvement in thecommunity.

The Foundation is seeking applicants who are the children ofPennsylvania new car and truck dealership employees. The indi-viduals must be involved in activities, projects, or charitableevents which assist in fulfilling needs in their communities. Spe-cifically, the Foundation is looking for those young individualswho volunteer a substantial amount of time to worthwhile or-ganizations or causes.

Awards will be available for upcoming high school seniors, un-dergraduate, and graduate students who are applying for collegeadmission for the 2010-2011 academic year. Scholarship awardswill be up to $5,000 per year and are renewable for up to twoyears.

More information is available online at www.paa-foundation.orgunder “scholarships” or call 1-800-242-3745. Applications willbe available online after January 1, 2010.

CLASSIFIEDS — FOR SALE

For Sale — Best Offer — Piano, sectional couch, end

tables, bedroom set. Contact John Hickey at 234-

4444, Ext. 775. Items not sold will be included in the

November 14th Live Auction!

September Top Sellers

New car/trucks

Ned Deissler

Used car/trucks

William Evans

Best of the Best

William Evans

Page 6S U T L I F F — S I N C E 1 9 3 1

September Top Service Advisors

Paxton Street

Lee Hoke

Colonial Park

Ray Baer

Commercial Truck Shop

Dave Martin

Body Shop

Tim McMullen

Ray Baer

Dave Martin

Lee Hoke

Best of the Best

Lee Hoke

William EvansNed Deissler

Tim McMullen

Would you like to recognize a fellow employee who always goes above and beyond to help you,your fellow co-workers or customers? We now have a bulletin board to honor such employees onour Sutliff Chevy Wall of Stars. The bulletin board is located in the Service Office area betweenthe bay and the garage. It’s as easy as jotting a note on one of the star post-it notes! One suchemployees is Bill Krieger who baked and decorated 100 cupcakes for the Truck Center OpenHouse in honor of Bob Herman’s retirement. For this he has earned a gold star!

Page 7

Service

with a

Smile!

S U T L I F F — S I N C E 1 9 3 1

Good afternoon Bill – Thank you for getting back to

me. Your stepping up to the plate and getting things re-solved for me in a timely matter did a lot to help ease my

mind. Most companies wouldn’t follow through so quickly

if they weren’t reputable or if they didn’t take their responsi-bilities to their customers seriously. The fact is I under-

stand that things do happen and no one is perfect. If I

wouldn’t have heard back from you for three months I would

be concerned J. Honestly, I do love my car and I am gladthat we were able to work things out. When I am in the mar-

ket for another vehicle, I will be checking you guys

out. Thanks again for all your help.

Nikki Blickenstaff

Good morning!I was just infor the firsttime — I origi-nally pur-

chased my car from Forbes— and I wanted to tell youhow very impressed I was.Everyone was very receptiveand Tina Bertolet was verynice. And you have a verynice, comfortable place towait for the car! I thought itwas going to be a little in-volved to come to the eastshore, but you are not too faroff 83 so it was easy. Every-one was so courteous andprofessional — they evencleaned my windshield! I gotin my car and thought, “Oh, Ican see so much better!”They took care of the prob-lem (squirrels hid their nutsin the engine) and now I willhave some piece of mind.

Ruth Bennett

E-mail from Kevin Parker 10/13/09:

Dan Gebhard (the tech that fixed my truck) is

the best!Thanks

September 18, 2009

Dear Sutliff Chevrolet [Service] Manager:

...the service I have received from your business has been excep-tional. Dating back to the purchase time [June 29, 2009] and through thisrepair, all of your staff have been extremely professional and helpful. A gen-tleman named Lee, in your service center, heard me discussing [my problem]and took it upon himself to [talk] to Management on my behalf. He did thiswithout being asked and has left an outstanding impression on me about yourcompany and the way Sutliff Chevrolet does business...you have definitelyearned a customer for the future.

Dealing with car trouble never seems pleasant but your staff[handled] the problem and put a smile on my face because real, genuine cus-tomer service is hard to find anymore. Thank you!

Sincerely,

Mark Southall

Dear Dave [Martin],

Just an email to thank you and your differential repairman w ho rebuilt my dif-

ferential at last year's visit to Hershey. We repeated the trip again this year

and the differential along w ith everything else on the vehicle performed flaw -

lessly for another 2000 mile trip! Your w orkmanship is excellent.

Charles A. Straub, P.E.

Engineering Manager, Labs, Motor Technologies Group

One of the topics discussed with the Consumer Council members inSeptember was where they normally take their vehicles for service —the dealership or other non-GM facility. This prompted a search on

the internet to see what others say about the subject. The following“Top Ten” list is a compilation from five different websites, includingSmartmoney.com and Edmunds.com.

1. Dealers have exclusive access to the latest software updates that

can improve vehicle performance.

2. Dealers are more likely to offer loaner cars while warranty work isbeing performed, shuttle service, free coffee & snacks, Wi-Fi access

and comfortable waiting-room for your comfort.

3. Certified technicians at the dealership mean that only the best areworking on your car - they are manufacturer-trained and participate inongoing training programs. This training includes the service man-ager, advisors and support staff. A manufacturer-trained and experi-

enced technician is one of the dealers’ biggest assets.

4. Dealers usually have larger facilit ies and, therefore, more service

bays are available to accommodate customers.

5. Dealer facilit ies are often cleaner, more organized and better main-

tained than smaller shops.

6. Dealers can back up their repairs with a warranty that is good na-

tionwide.

7. Dealers can offer manufacturer-backed warranties that can makeservice easier because there is a large network of available dealers –this is especially important if you do a lot of traveling in your vehicle.A dealer will perform repairs for free if your car is still under war-

ranty. Taking it to a non-authorized garage might void the warranty.

8. Dealer certified parts mean that they represent a standard of qual-ity and each part replaced comes with its own warranty. Also, for themost part, dealers stick to MSRP (manufacturer suggested retail price)guidelines. Local shops generally have no such guidelines and can

charge whatever they want.

9. Dealerships rely on customer service scores, so they will normallytry harder to make your experience pain and hassle free because theyare required to measure up to corporate standards of customer satisfac-

tion. This includes washing your car before returning it to you.

10. Dealer service departments have a distinct advantage when itcomes to manufacturer recalls. If you’ve moved since you first boughtyour car, or if the manufacturer doesn’t have your correct address onfile, you will not knowthere’s an open recall on your car. However,

Dealers automatically check for recalls when you come in for service. This vintage 1939 Sutliff Chevrolet key case

recently went for $29 on E—bay.

10 Top Reasons to Take YourCar to your Dealership for

Service vs. Local Garage

Life at the

Front Deskby Cherry Shogren

As the first person cus-

tomers meet whey theyenter the door or talk toon the telephone, work-

ing at the front desk isalways interesting. Any-

thing can happen at any time. Customers and/orguests are always an adventure. They may be

having a bad day and, as receptionist, you’re inthe middle of their next crisis. I always love tolisten to their stories about their children, grand-children, pets — anything they want to share. In

addition, Greg Sutliff’s 1931 Chevrolet Sedan inthe showroom almost always brings commentsfrom our customers who reminisce about fun

times they had in the rumble seat of their par-ents’, grandparents’ or even their own cars “backthen.” People are very interesting when you takethe time to “Stop, look and listen.”

As the receptionist/operator, we do out best toroutethe calls as efficiently as possible. How-

ever, we depend upon the recipient of the calltofollow-through by answering on their end. Weneed their help to keep the telephone traffic flow-ing and to ensure that all incoming calls are an-

swered. Both the receptionist and the customerappreciate it when they take the message and re-spond to the customer as soon as they can.

Daylight Saving Time ends 2:00 a.m. on No-vember 1st! Go to sutliffchevrolet.com forinstructions for changing the clocks in yourChevy vehicle.

O C T O B E R B I R T H D A Y SO C T O B E R A N N I V E R S A R I E S

Zachary CornettSales Consultant

David ValenzuelaDetailer

Amber MillerReceptionist

Steven PainterDetailer

Ronald Husband Parts 30

Randy Deibler Service Tech 14

Clint Garber Body Shop Tech 12

Paula Grunden Truck Center 1

John Young ASEP Student 1

Chris Miedzwicki Service Tech 10/02

Tim McMullen Body Shop Estimator 10/03

Randy Deibler Service Tech 10/04

Delores Bertolet Service Advisor 10/06

Rosy Gonzalez-Grigg Sales Consultant 10/08

Clint Garber Body Shop Tech 10/14

Jack Benner Administration 10/16

Jeff Millar Sales Manager 10/24

William Reiff Jr. Trade Driver 10/25

Ken Freeman Service Manager 10/29

Scott Deibler Lube Tech 10/30

Making Strides AgainstBreast Cancer

Despite the cold, rainyweather, Team Sutliff PinkLadies (Brenda Washingerand Kathi Dymond) walked in the Strides Against BreastCancer Walk this past Saturday, October 17th. Thou-sands of people turned out to walk. Teams from highschools, colleges, and other companies and organiza-tions participated. Teams were formed for that specialsomeone or they walked to support that someone. Thisdisease has touched someone in your life, family,friend, or co-worker. Your donations will make a differ-

ence.

Team Sutliff Pink Ladies collected $2,539 includingSutliff Chevrolet’s matching donation. We appreciatedyour donation in this time of economic hardship. If youdonated $10 or more and need a receipt, please seeKathi Brenda by October 30th. Next year they inviteanyone and everyone to walk with them! A BIG THANK

YOU to all that donated!

Truck Center News

Congratulations to John Weikle

who will transfer to the Truck

Center as the new Commercial

Truck Sales Manager. Jon

Murray joins John in Commercial

Truck Sales.

United Way

Parking Space Drawing

Employees who pledge their “fairshare” ($156/year or more) in the 2009United Way Campaign will be eligible toparticipate in the drawing for the 2010parking spaces. Jeff Henninger, Kathy Halula, Dave Troneand Van Sims are currently enjoying this privilege since Oc-tober 1st. Sheila Rouse was the high bidder for the “GoldenUnited Way Space” in the silent auction at our United WayKick-off.

A gold star

goes to

Dave Trone

and Terry

O’Hara for

moving and cleaning

all the furniture items

at the Ford Store to

get them ready for

the silent and live

auctions.

WANTED

Silent Auction Items

Bring us your Treasures & Talents to be auctioned...

Friday November 6 11:30a.m. – 1:00p.m.

ALL Proceeds will Benefit

The United Way Campaign

Suggested Items for Silent Auction Include Items & Services Like:

Event Tickets

* College Football Tickets * Professional Sports Team Tickets * Concert Tickets *

* Theater (movie & live stage) Tickets *

Collectible Items

* Dolls & Bears * Baskets * China Pieces or Figurines * Pictures/Paintings/Drawings *

White Elephant Items

* Christmas Decorations * Home and Garden Décor *

Services & Talents…..things like:

* Cleaning Out Gutters * General Yard Work * Providing Home Cooked Meal *

* Fire Wood * Painting a Room * Hobby Classes *

TO DONATE ITEMS:

Make sure your donation is in good condition (clean and good repair).

If there are multiple components to a single donation, we ask that you bundle the pieces together to ensure nothing

is lost.

Contact Dolores McGee or Sheila Rouse providing a description of the item and a general value. Dolores can bereached at 920-5555 ext321 OR by email to dmcgee@sutliff.net; for Sheila call or email 234-4444 ext770

srouse@sutliff.net.

Make arrangements to have your item(s) brought to the Sutliff Chevrolet Main Showroom no later than Wednesday

November 4 between 10:00am and 3:00pm.

REMEMBER……all of the proceeds from the silent auction will go toward this years United Way Campaign. During

September’s event, we raised over $1,300.00!!!! The more items you donate, the more FUN we will have.

Rules for the Auction Day Event are posted separately.

Top 10 Money Makers in the September 18th United Way Silent Auction

$100—Car Detail $65—Fishing Trip$100—Penn State Tickets $60—Parking Space$81—Car Detail $57—Landscape Design Service$75—Car Detail $55—Yard Work$71—Phillies Tickets $50—Painting Classes

Jim Thompson, Brenda Washinger,Scott Mummau and John Youngrepresented the Sutliff Auto Groupin the United Way Trike Race indowntown Harrisburg on Friday,July 24th. They came in first placeover 21 other teams and were offi-cially awarded the trophy at ourUnited Way Kick-off on September18th. For the kick-off we raised$1,325 between the silent auctionand the pie throw. John Hickey,Jeff Millar, Bill Krieger and JohnSutliff were the brave souls who vol-unteered to have whipped creampies thrown at them in the name ofcharity!