On a recent Monday morning, Burks Hatcher, the service manager at Ball Toyota in the Patrick Plaza, Charleston, was working at a fast pace, helping to check in vehicles and attending to paperwork and greeting customers.
As the steady helmsman of Ball Toyota’s service department, Hatcher’s presence brings a sense of comfort and trust to longtime customers who have been coming to him since the days when the dealership was called Bert Wolfe Toyota.
When brothers Shawn and David Ball bought the Bert Wolfe Toyota dealership in 2018, they knew that continuity would be one of the keys to the new Ball Toyota’s success.
Having Hatcher stay on, this time as the dealership’s friendly, upbeat service manager, has been part of the smooth transition.
A Charleston native, Hatcher has more than 30 years of experience in the car business, specifically in the service end of the industry.
“I was at Bert Wolfe for 24 years, and I was at Mike Ferrell Toyota (in Chapmanville) for 10 years,” Hatcher said.
He started out as a service advisor.
“This is my first go-round as service manager.”
Hatcher leads a team of experienced technicians, several of whom are master certified technicians.
Earning various levels of certification is something that the Ball Toyota Service Department stresses.
“That’s something that we always try to attain; certifications not only through Toyota, which has the (online) University of Toyota as a training program, but also through the ASEs (Automotive Service Excellence).”
Ball Toyota technicians also train offsite at a Toyota training facility near Baltimore.
In his three-plus decades in vehicle service, Hatcher has seen, firsthand, automotive technology evolve for the better.
“Everything has changed — it’s amazing what they’ve done. We’ve gone from carburetors to fuel injection to hybrid vehicles to now they have plug-in vehicles. It’s always changing, and it’s dynamic. Our training needs to reflect that to keep up with it.”
Hatcher said the Ball Toyota Service Department is open to anyone, regardless of where they purchased their vehicles.
“Absolutely — we’d love to have you.”
And that includes drivers of non-Toyota cars, trucks and SUVs.
“Our expertise is not in anything but Toyota and Lexus, but I’m sure we could give it a shot,” Hatcher said.
Excellent customer service is something that Ball Toyota prides itself on. Being well taken care of when you bring your vehicle in for scheduled maintenance is especially important.
“We’re focused on that,” he said.
A service department customer’s first interaction is with a service advisor, and Ball Toyota has four of them.
“They set appointments up, meet-and-greet, get the customers’ concerns and what they would like to have done. They facilitate the customer’s journey through the service department.”
Heading into fall and winter, Hatcher said vehicle owners should not only consider basic maintenance, but also have such things checked as wiper blades, tires and batteries.
The Ball Toyota Service Department is open from 7:30 a.m. to 6 p.m. Monday through Friday.
“We work by appointments, but we’ll take walk-ins,” he said.
Hatcher said he enjoys seeing his loyal customers from the Bert Wolfe Toyota days. And he’s beginning to see second generations of service customers.
“Absolutely; I love them all. As a matter of fact, I’m waiting on the children of my customers from Bert Wolfe,” he said.
That full circle of life is just one of the reasons Hatcher is glad to be at Ball Toyota.
“I’m happy to be here — just delighted.”
For more information about the Ball Toyota Service Department, call 304-513-3777 or visit www.balltoyota.com