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| - My family has bought all three of our new cars from Findlay Honda. I believe that makes us loyal customers. Loyal customers do not always make businesses appreciate them. The true nature of customer service lies not in the purchase, but when there is an opportunity to shine:
I popped my rear right front tire on a dark road. This was completely my fault. Although it took me an hour to do so--thank the universe for the owner's manual!--I put the donut on the car, drove it home, and brought it in the next morning to Findlay Honda to be replaced. The did the job quickly and I was able to get to work.
Less than forty-eight hours later, I jumped in my car, in my pajamas and slippers, to run a quick errand. To my utter shock and chagrin, the rear right back tire quickly deflated. I pulled over onto a road with no safe space. Thankfully, I was able to change the tire in ten minutes this time, and get my car home.
I brought it back to the dealership after the weekend and inspected the vehicle. The replaced tire lacked a valve stem cap; the tire that had deflated had clearly been damaged in my earlier incident--clearly my fault, mind you.
I asked to speak with the service manager. I expressed two concerns. First, the work I had paid for was done, but incomplete (I pointed to the the lack of a valve stem). Second, I showed the tire to the service manager, and explained my concern that the original worker hadn't taken the time to inspect my other tires for damage, check the tire pressure, etc., or it would have become clear that additional service was needed, and I wouldn't be making a second trip out. I explained that I came back to the dealership I trusted because I expected a higher level of service, especially for the prices charged. Otherwise, I would have gone to a discount tire business, who wouldn't care either way.
The service manager apologized, stated that the work was "sloppy," and asked me to wait. When he returned, he informed me that tire was replaced, that all the tires' pressure were checked, and that the car was washed. Then, he said something that truly floored me.
"I'm sorry we didn't live up to your expectations. There's no charge. Thank you for being a loyal customer."
I never asked or implied that I expected a discount or a free tire. I wanted my feelings acknowledged, which he did immediately. The customer service manager far exceeded my expectations, and mitigated the stress and annoyance of how a problem I caused myself affected my weekend.
Perhaps it was because I didn't scream or yell or act as if it was their fault that my tires blew. However, I am grateful that Findlay Honda took ownership for the service issue and made right.
It's a small investment when you consider where I know I'm going to buy my next car.
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