October 1, 2010
Hello~
Let me begin by telling you I did not purchase my 2004 Honda Accord from a Herb Chambers dealership. I say this because I’m amazed at the service I received from one of your employees even though I did not make a purchase.
The employee is Tony Ngo (he works in service). About 3 weeks ago my husband changed my battery and consequently the navigation panel and radio needed codes to be entered. I had no idea where to find these codes and the owner?s manual had nothing. I called the Westborough site simply because I live in Shrewsbury. On my first call, I was immediately impressed with Tony’s professionalism. He was clearly busy with another customer but ensured me that he would call me back – and he did. He told me where to look for the code and asked me to call him back if I had any problems. Can
you believe it?? Remember, I didn’t buy my car at Herb Chambers! Anyway,
the code worked for the navigation panel but not the radio (different panel, yet connected to the nav). When I called Tony back he suggested I stop by so he could take a look. I went on a Saturday, pulled up to the bay and this very professional young man came to greet me. He had a big smile and a bigger handshake. By now, I had entered the wrong code 9 times, so we only had one shot at getting it right. Unfortunately the code he entered did not work. He felt so bad. My car was due for inspection so he suggested I wait until after the inspection and then disconnect the battery to reset the coding system. I did just that. I called him back for a new code and as I’m writing this email, Tony is texting me the information. Some people may say, “He’s just doing his job”. I agree, he’s doing his job but he clearly goes above and beyond. I have had too many experiences that are negative when it comes to customer service. This was truly a positive experience and he deserves to be recognized.
In conclusion, I want to tell you about a book I read over the summer. The title is QBQ! The Question Behind the Question. Every business should ask their employees to read this (very easy read). The author, John Miller, consulted with many corporations to recount real life situations in customer service. The book essentially talks about how we should stop blaming others and take ownership and in doing so; we can work towards positive solutions.
Anyway, there was one story about a young man who worked in a restaurant and one of his customers ordered lunch and asked for a Coke. The restaurant only had Pepsi. The young waiter told his manager that the customer wanted coke, so the manager went across the street and bought a coke for the customer! Now I know that seems a bit extreme to some, but I’m reminded of Tony when I think of that story. Tony will be a happy employee wherever he works because he truly believes in customer service and personal accountability.
Because of Tony, I may just buy my next vehicle at Herb Chambers!
Thank you.
Joyce
