Category Archives: Voices of Grappone
Chatting It Up At The Sandwich Depot
I was at the Sandwich Depot enjoying a breakfast taco this morning (very yummy, just so you know!) and heard some customers chatting with Nancy behind the counter about their experience at Grappone Ford. They drove all the way from Amherst to purchase from us and I had a chance to chat with them about why they made the drive. I am always so impressed with our team in sales and service when I meet people who travel from great distances to visit us. I love my team! Ray is pictured here filling out his Ford survey (no joke!)…hats off to his salesperson Diana Hildreth for her excellent service.
-Amanda Grappone Osmer, 4th Generation Owner
Social Responsibility
Last night I had a chance to meet with several South Koreans who have been brought here by the United States government to learn about how we approach Corporate Social Responsibility (CSR) in this country. The guests ranged from social workers to human rights activists to a manager from Hyundai Steel who heads up their CSR efforts (Hyundai Motor is another division of the Hyundai family; Hyundai and Samsung are, in Korea, major contributors to the country’s economy.)
My neighbors hosted the dinner and I was so proud to be chosen to participate from among all the many wonderful NH business leaders who focus their efforts on creating a better society through their business activities. It was especially nice to have my dad, Bob Grappone, join me. Since he retired from the day-to-day five years ago I don’t get to talk much shop with him.
There were so many interesting conversations throughout the few hours we had together but this one stands out: one of the women asked, through an interpreter, if it would be OK to ask my dad what he thinks about me taking over the family business (it’s quite rare in South Korea for a woman to have such a high ranking position). Dad said something that I’ll never forget, and which I hope to be able to say of my children if they ever join the family business as the fifth generation of Grappones to do so. He said, “I think Amanda’s passion for the customer is even greater than mine.” Now, if you know my dad you know what a profound compliment this is. My dad is legendary for being fair, compassionate, and kind, both as an employer and as a community member.
So thank you to the US Government for bringing me together with Dad, my wonderful neighbors, and new friends from South Korea.
-Amanda Grappone Osmer, 4th Generation Owner
American Cancer Society
I got involved with the New England CEOs Against Cancer Group two years ago. Their aim is to enlist owners of larger businesses to help spread the word about cancer prevention and the support services they have for those with cancer or their caregivers.
I jumped at the chance to be involved; our family has a history of having to deal with cancer and, most recently, my brother Greg has been battling a rare form of t-cell lymphoma.
I do feel a responsibility to deliver a safe, stable work environment for our team, so partnering with the ACS was an easy decision: they have spent years educating people on ways to prevent cancer (most notably a very successful anti-smoking effort) and I welcome their passion for wellness into our workplace.
If the efforts of Grappone Automotive work to educate our team, guests, or community, I feel we’re acting in accordance with my family’s personal mission statement.
-Amanda Grappone Osmer, 4th Generation Owner
Thoughts From 40,000 Feet
Today I’m writing from an altitude of about 40,000 feet. I’m on my way to Texas for a meeting and thought it would be a fantastic time to catch up on a couple of books I’ve started but never finished, instead my brain is tossing about some weighty concepts:
How does Grappone ensure that it’s living out its mission statement each day?
In what way does working for my family’s company make a positive difference to the lives of our team members and to our community?
What roadblocks are in our way to living in true alignment with our mission statement?
I’ll tackle that last one and tell you about our Advisory Council. Originally called the “Customer Council,” this was a brain child of my brother Greg’s. We emailed our data base of guests and asked for volunteers to come to Grappone a few times each year to tell us what was on their minds. The goal of this council is really to hear from you – the buying public – so we’d know where we drop the ball, and where we knock it out of the park. We might think that we’re living our mission statement, but if you don’t then we need to talk.
Recent Council topics have covered the much-maligned finance department (that was a lively conversation!), the tire rewards program, and marketing. Grappone Automotive has made some significant changes with the assistance of the Council, most notably the new free state inspection program (anyone who buys a new or used vehicle from us now receives free state inspections for the life of that vehicle. It’s even transferable so go ahead and give your old car to that deserving teenager!)
It occurs to me constantly that Grappone is involved in so many process improvement projects, but to most of the world we’re just another car dealership. I’m not sure if this blog will gain any traction but here’s a start. I want to educate consumers that there is, indeed, a better place to buy and service your cars and trucks. You shouldn’t have to tolerate your dealership: you should LOVE it!
Feel free to email me at aosmer@grappone.com if you have any comments or questions. Thanks for reading!
-Amanda Grappone Osmer, 4th Generation Owner
Working with Grammie
How many people can say that they get to work with their 93-year-old grandmothers? I can!
This is Grammie (aka Ruth, Mrs G. , or just “boss”). Her name tag tells the story: she’s been a Grappone team member since 1940 when she married my grandfather John Grappone. Did you notice that her pants match that Miata? Don’t think it’s a mistake: Grammie shows up EVERY SINGLE DAY with her head, hands, and heart, and greets our Ford and Mazda guests.
Thanks, Grammie, for being so awesome! If you’d like to meet Grammie, you’ll find her at Grappone Ford Monday through Saturday.
-Amanda Grappone Osmer, 4th Generation Owner
Stand Up Against Cancer!
Each year, stem cell transplants offer a cure for tens of thousands of Americans living with blood cancer. Yet most people know little about them.
Amanda’s Monday
I’ve been catching up on emails this morning and had a chance to listen to several sales surveys from the months of February and March. I remarked to one of my colleagues that every single recorded message I’ve heard since the first of the year has been positive. In fact, of the nearly 200 surveys we’ve gotten back, only one guest said they would NOT recommend Grappone. Unfortunately, this is the only deal I personally transacted all year!
I must be losing my touch 
-Amanda Grappone Osmer, 4th Generation Owner
