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| - Often times when things go good or even great, that feedback is not shared here. I wanted to take a moment to share some positive feedback for the Chapman Chevrolet Service department. They deserve to know when a job has been well done, when an employee has gone above and beyond, and a customer is truly satisfied with their experience.
I'll start with, I'm not easily impressed. I work in a business where good customer service is not an option, it is a must! Nor am I an easy person to deal with, ask anyone who has ever met me. That being said Joe Gonzalez, my service writer at Chapman, has exceeded my neurotic expectations. In December I needed a recall, warranty work, and service completed on my truck. I went in guarded and ready for the typical sales speech on a dozen other things that 'I need' for my truck. That speech never came. Joe listened to the list of items I wanted addressed and some additional babble about how my truck is my baby and to please take care of it. A short time later a plan of action was in place and I was in a lender truck heading home to enjoy the rest of my Saturday. Fast forward a few days and many calls from Joe to let me know the status of my repairs and I was picking up my beautiful Chevy. Joe once again had me in and out. I paid a fair price and all of my concerns were addressed.
After a week or so I noticed an issue with the back of my seat (resulting from the replacement of the seat heater repair). I called Joe and without hesitation he asked when it was convenient to come in. I set an appointment and carried on with my life.
Today I went in, arrived an hour early for my appointment and Joe was there with that ready smile and amazing customer service. I showed him the seat, he researched the part and let me know it would be a few days until it arrived. When deciding on when to return with my busy work schedule, I suggested the following Saturday. Joe mentioned he wasn't in that day but his associate would be able to take care of me. I definitely hesitated because I know I'm going to be taken care of by Joe and I trust him. Joe saw my hesitation and said bring it in on Saturday, I'll be here for you! He was willing to come in on his day off so I felt comfortable.
Listen, this is the real world and sometimes things don't go as planned. We are all human beings! How quickly some people forget this. And we need to understand that if we want something done right there may be delays. We are so busy running around life and expect immediate gratification that we put pressure and unreasonable expectations on those trying help us. What defines 'Great' customer service is how those inevitable events that arise are handled and I can attest that Joe continually rises to the occasion and handles it with grace.
The story isn't over but I have no reservations on writing this review before it is. I know as long as Joe is there, the job will get done.
Thank you Joe for all you do. Thank you for going above and beyond. I will gladly drive the distance to have all of my services completed at Chapman.
-Tracy Lerma
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