Here we are! #3 of great customer service on Friday. And when I tell you, it is a car dealership that is doing things differently, I mean it. Customer Service makes a difference.
If you have read my last two articles about a great furniture store and a bike shop, you know I am serious about customer service.
I have been around long enough to know the reputation that has plagued auto dealerships over the years. In the early 2000s I was the Internet Sales Manager for a large dealership when few even knew what the internet was! And over the years I have seen the difficulties, the challenges and more. Let’s be real. Cars cost a lot of money and when they don’t do what they are supposed to it is easy to get frustrated and angry. (You know, you buy a car, drive it 1,000 miles and the transmission goes. Yep, that happened to me.)
About a year ago, I had a problem with one of my vehicles and that started the back and forth letters between myself and the manufacturer. I got “no joy” and sent my final letter, and sent a copy to my local dealer. See, I loved my dealer. I struggled with the manufacturer, having been a buyers of their products since the 60s. And I love my vehicle. (From their site- “Built Ford Proud” advertising campaign highlighting the innovation and manufacturing might. It also says, “highlights Ford’s passion, innovation and commitment to building great vehicles over 115 years.”)
I thought it was probably over for me. But, then I received a call from CJ at the dealership, Monadnock Ford. (And yes, I have written about their customer service a few times over the years. I bought my wife’s car there about 4 years ago. And then I helped my daughter get her car last year. And I have sent some friends there who were happy with their purchases and the dealership.)
He shared with me about my vehicle and we had a good conversation. At the same time I shared I had been looking for a car for my granddaughter, Mariah. I went on the website and I found a possible. I forwarded it to Mariah, and she liked it. A 2009 Subaru Legacy with super low mileage. (Of all the cars I looked at in this price range, well over 100K miles was the norm. This was 70K plus.) She sent them $200 and set up an appointment for the following Monday. (Meanwhile I helped her get her financing, gap insurance, and extended warranty through her credit union. ) She came down and loved it. She signed her deal, and they were going to run it through the shop and get it all ready.
During the week, Mariah was planning on Wednesday, but something came up and she could not pick it up until Friday. Her 19th birthday! I drove her down and the process of paperwork was over in 5 minutes. She had her car and headed back to my house.
I spent some time talking to CJ and then headed home myself for some birthday cake!
Mariah saw the good side of customer service, building relationships and working through others relationships. And most of all… SHE LOVES HER CAR!
I want to thank Monadnock Ford, Craig Melanson (Sales) and CJ for their helping make this work.
I mentioned earlier that car dealers have often been the brunt of criticism, and some have deserved it. But, when things do go right or we have been treated with great service to make mention of it.
Years ago I was part of an initiative to see the value of customer service in individual stores. I did sometimes think it was “gotcha” but I also knew that owners needed to know how their employees were doing. Perhaps we will do something special to reward stellar service from individuals and stores.
I am grateful for the help I got from Monadnock Ford and its folks. Thank you!
In this day of Yelp, Google, and Facebook reviews, companies are stepping up. Let’s make it worth their while and encourage them and thank them when things go right. (You can rate your favorite businesses in our directory, as well!)
Do you have a business or individual that has gone out of their way to rectify a problem or offered great service? We would love to hear about them!
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