Customer Service

What does good customer service do for your business?

This should be a question that every business owner asks themselves each and every day they open their doors for business. However, understanding what bad customer can do to harm your business is just as crucial. Did you know that for every dissatisfied customer that you encounter, will tell at least ten other customers or potential customers not to patronize your business? And then if you really look at the scope of things, those ten people will tell at least five others what they heard from that one dissatisfied person. That is a lot money and lost both short-term and long term, when in most cases the consumer just wanted you to listen as to why they were unhappy. Sounds easy enough, right?  Remember, with customers, a little definitely goes a long way! Remember little things about your customers, that lets them know that you are listening and that you are glad to have their business. So whether they have a sick relative, you know their favorite sports team or know an important date within their life, take that time to show them that if no one else does, you care! And that will make a world of difference. Below is a great example of exemplary service from our wonderful guys at Honda of Concord that definitely know that great customer service takes a team to make it all happen, from finance to gas in the tank Mark, Tim, and Michael you all are rockstars!

I wanted to take a minute and thank you for the professional team that you have in place.  I believe that as a result of their efforts you have gained another loyal customer.

On June 23rd I came to your dealership to inquire about purchasing a used Honda Accord coupe.  When I arrived I met Michael Penninger, who reviewed a couple of options with me to include vehicles that were in stock and also in inventory at other locations.  After reviewing these options he introduced me to Mark Seymour.  They both suggest another option to consider, specifically to purchase a new vehicle and take advantage of the promotional offer of 0.9% interest through Honda finance.  Mark and Michael worked to offer an aggressive price.  As I prefer to consider large purchases carefully, I thanked them for their time and left.

Since I was pleased with the Accord coupe, I decided to investigate other options in the Charlotte area.  Through a web search I found another at a Hyundai dealership in south Charlotte that had a 2010 Accord.  On June 25th, I drove down to see this vehicle. It was in great condition and had only ~13,000 miles.  They offered a price that was the “internet price”, and would not negotiate from that price at all.  Although I found this frustrating, I thought this was a vehicle to consider.  Hyundai invited me to drive the vehicle over night (I guess this is a way to guarantee I come back), which I did.  That evening I searched again on a number of websites, (yours, Carmax, Cars.com, and others) and found that it was the best value for the mileage, condition of the car, and trim package in the Charlotte area.

On June 26th Mark reached out to me to find out how my car search was going.  I informed him that I was actually driving a car from the Hyundai dealership.  I also informed him the details of the deal they had offered me.  He asked for the opportunity to offer a comparable offer on a new accord.  Based on the rapport we had developed, I agreed to consider it.  When Mark called back he explained that he could offer a competitive option considering improvements in price and the more favorable interest rate.  He moved me from the used to a new car for about 20 Dollars a month.  In short he sold me out of a car I was actually driving into a new vehicle from your dealership.

When I returned to the Hyundai dealership that afternoon, they finally tried to improve the offer from the “internet price”, which was pointless as I had decided to purchase the new vehicle.  (Had they negotiated the night before it would have been more difficult for Mark and your team to move me from the used 2010 to a new 2012.)  

That evening I returned to your dealership and worked with Michael to complete the paperwork to purchase the vehicle.  I was then handed off to Tim who helped with the financing and documentation process.  He completed this in a professional and courteous manner.  During this time Michael worked to ensure that my car was washed and had gas.  Michael then showed me a number of features of the vehicle, to include how to connect my phone to the blue-tooth in the car.

In summary, your dealership earned my business as a result of the following:

• The professional team that you have developed.  

• The ability to offer and educate consumers benefits of promotional offers

• The willingness to develop a relationship versus just selling a vehicle displayed by listening to my needs and then looking for solutions to those needs

I would be happy to offer any other feedback to yourself or another member of your team.  

One additional thought, I have received a number of emails from your team about a survey from Honda about my experience, however I have not actually received an email from Honda about this survey.

Thank You

Name Withheld