Earning my Trust
As someone who holds the unique distinction of, after waiting 5 months for its delivery, and then returning one of the first XC90’s delivered by this
As someone who holds the unique distinction of, after waiting 5 months for its delivery, and then returning one of the first XC90’s delivered by this dealership under the Lemon Law, I immediately learned how there is real muscle, empathy, caring and concern behind their slogan “Where Relationships Matter.”
At that time, Dennis was the service adviser leading the charge with numerous others involved, each demonstrating the best testimony anyone could every want or expect from any business.... a common level of customer commitment.
Based on his performance Dennis’ career trajectory to General Manager is no surprise as, along with owner Judith, he sets the tone and experience for what most customers remember the most, best or worst about any car dealership… their service experiences!
Against that backdrop, I feel compelled to share my most recent experiences with and thoughts about my current adviser, Kellon.
He’s always been helpful, responsive, knowledgeable, but it’s been he’s performance over the past several months during which my 2nd XC has needed major work where Kellon has always done the right things to make me feel good about paying a premium (more $) for work done in your shop. He repeatedly earned and re-earned my trust, confidence and respect.
When he couldn’t compete or justify the added costs he acknowledged the best thing was elsewhere while providing guidance and caution to assure a job properly done. And when work done in his shop was in question, his proactive responses made me realize not only is he genuine asset to his customer, the dealership and its slogan, but that he’s got the same potential that I experienced with Dennis many years ago.
People come and go, business climates change, sellers and buyers become jaded, but the character of this dealership and its service has remained a constant thanks to the qualities and effort folks like Kellon & Dennis bring to the party.