Today, I had an apt. at 9:30 for two separate reasons; head lights and a speaker. I was running late to my apt, and was so happy that Ken Harvey’s Dublin Mazda was still able to accommodate me. The service advisor Kristin Shade was friendly, thorough, and professional. I overheard her talking with another customer about their car. The way she was able to deliver the information to the customer from the service mechanics was awesome. She expressed empathy for the customer and listened to his concerns and responded to his questions very well. She was truthful and spoke in confidence about the work that was done to the vehicle. Okay, back to my apt… I sat in the lounge area and was approached by Archie. He asked me to step outside with him and Oscar to discuss my problem with the speaker, to fully understand my claim. All three of us huddled near/ in my car to detect the problem together. Of course the speaker wasn’t malfunctioning at that moment. They took my car to the back to work on the headlight alignment. A few minutes later, Archie approached me in the lounge again and said that they heard the problem with my speaker and that it was blown. So, they ordered a new speaker for my car. He also told me that the headlights should be fixed and to double check them when it got dark, because during the day it is hard to see if they are shinning correctly. Archie told me if there was still an issue with the lights, that they would address it again when I come back for the installation of my new speaker. I was so pleased that they were able to detect the problem I had with my speaker, and that they came to talk to me to help diagnosis the problem. Archie and Oscar made me feel like they cared about my problem and wanted to fix it. I had a great experience today at Ken Harvey’s Dublin Mazda, and look forward to my next apt. for the installation of the new speaker.
Moreover, the new location is so cool! The lounge area is spacious, inviting, and I really liked the long desk area in front of the window, where I was able to do homework. I also think it is neat that while you wait in the lounge you can look through a window and see the mechanics work on cars. It’s a nice touch and was fun to watch them, and hear all the neat sounds of the tools. It appeared that all the employees get along, and like working there. I also, observed that they worked well as a team. I find these observations to be refreshing and positive as a customer.
Thank you to the team at Ken Harvey’s Dublin Mazda.