New Management Seeks to Improve Customer Service at the Orange County License Plate Agency

When you walk into the brand-new License Plate Agency (LPA) office in Carrboro Plaza you are greeted with an inviting lobby, eager representatives and, most likely, the new co-manager himself, Byron Neal – your friendly local vehicle registration expert.

Byron has more than 20 years of experience managing and operating LPA’s in North Carolina, starting with a location he opened in Greensboro with his mother, Elaine Neal, in 1996. Their combined backgrounds in banking, retail and other sales positions give them an intimate understanding of the value of good customer service, guiding their core management principles from the beginning.

Together they took over the contract for the Chapel Hill location in February 2018, after it closed. This marked the second time the agency closed amid investigation of possible criminal activity.

The Neals soon had the opportunity to move the office and opened the new location in Carrboro Plaza in November.

The new location is more conveniently located near the DMV to assist clients needing to visit both offices in the same day, as their services often go hand-in-hand. But an important distinction is that the LPA office is privately managed.

“LPA’s are for the most part private contractors that work with the State,” Byron Neal said. He added the LPA’s “are here to provide support for vehicle registrations, vehicle title services and most other vehicle-related transactions.”

The DMV, Neal said, are split into two different offices.

“One is for Driver License issuance and the other is the enforcement section of the Division. These offices are all run by the State.”

But there are benefits to operating as a private contractor, according to Neal.

“We are able to change our staffing levels much quicker than the state offices. We have to be able to be flexible for busier times of the year. Our number one goal is customer service. We want to change the mindset of the customer from, ‘Gosh I have to go get my license plate renewed,’ to more of a positive experience.”

He continued, “Our staff here is very knowledgeable. We are here to help you [and] answer any questions. If we don’t know the answer, we have a great network of other offices to call on to get you an answer quickly.”

In addition to being ready to assist with your vehicle registration needs, they also offer vessel titling and registration, as well as hunting and fishing licenses for resident and non-resident customers. Stop by and visit Byron at the new Orange County LPA office in Carrboro Plaza or reach their office by phone with questions Monday-Friday at 919-521-8600.

You can hear Byron explain it all in his own words in this chat with Ron Stutts on 97.9 The Hill: