Good people keep customers returning to Gallagher Buick GMC

Published on Tuesday, 23 May 2017 21:39
Written by Charles Paullin

Staff Writer

NEW BRITAIN - Next month they’ll be celebrating their 39th anniversary, and they’ll be doing so with the same commitment to customer care and customer retention.

Gallagher Buick GMC, located at 325 Columbus Blvd., is run by Mike Gallagher, the son of Tim, who started the dealership before it moved from Arch Street in 1981. Tim still worked there all the way through 2014, when he died after a battle with cancer. “He didn’t strive to push people out the door,” said Tim’s wife, Roxie.

“Business has changed dramatically, said Mike Gallagher, who has been working with the dealership since 1997. “But the one thing we always fall back on are our good people, people customers want to do business with and our commitment to exceeding customers’ expectations with everything we do.” That’s from an oil change to a commercial dump truck purchase.

A recipient of the first best in class recognition in 1985, the dealership added GMC trucks in 1993 and sold Pontiac cars between 1997 and 2007 before being absorbed by General Motors. The dealership has also received multiple Mark of Excellence and service excellence awards from GM

The dealership offers certified pre-owned vehicles that will fit any budget, full body shop, full parts and accessories department, full detail facility, the best transmission and diesel repair in the state, a quick service lane - which allows the dealership to make repairs conveniently.

“We try to make less of a transactional business, and more of a relational business,” said Gallagher. ‘Mike makes the deals other guys won’t, that’s our tagline.”

Of the under 50 employees at the dealership, many are dedicated to answering the phones, making appointments for service and responding to emails and online chats, while having full understanding of the inventory and ability to connect customers with a product specialist.

“We want to make sure that phone is picked up right away,” said Mike Gallagher.

Furthermore, the dealership website,, allows customers to look up incentives, look at accessories and submit a credit app via a secure link.

“You can do just about everything with the exception of coming and signing the paperwork yourself,” said Mike Gallagher.

Even with doing that, though, Gallagher recommends a friendly visit to his dealership.

“You’ve got to see and smell the vehicle, and preferably drive it,” said Gallagher. “It still is an emotional purchase. We want the customer to feel comfortable and excited about the big hunk of money that they’re dedicating to their transportation.”

The dealership, over a year and half ago, purchased the Goodyear Tire building on Whiting Street where it moved its detail center and plans to move its commercial and pre-owned retail there. They also sponsor the Klingberg Center Vintage Motorcar festival, which is June 17, and regularly sponsor CCSU athletic events.

The sales and service department feature extended hours.

You can call Gallagher Buick GMC at 860-356-4467. They work with all insurances and have a direct repair relationship with AAA for both service and body work.

Charles Paullin can be reached at 860-801-5074 or

Posted in New Britain Herald, , New Britain, on Tuesday, 23 May 2017 21:39. Updated: Tuesday, 23 May 2017 23:22.