I brought my car in at the last minute because of a problem that occurred as I was driving. The service department said that they had no open appointments but to bring the car in anyway because it didn’t sound safe to drive. They offered to get me a tow truck and help me in whatever way they could. When I arrived at the Service Department I spoke with Jim. He was helpful and listened to everything I said. I then waited in the customer lounge. The waiting area had coffee, tea, hot chocolate, places to work, internet service, and comfortable chairs in which to just hang out and wait.
Very quickly Jim came and told me what they found, assured me it was covered under the warranty and found a loaner car for me. Weather and circumstances meant they had my car for a while but I had a loaner car the entire time. They even switched cars and got me one lower to the ground when I mentioned that my old-man dog was having trouble hopping into the (well-covered!) back seat.
The problem they encountered was one I had previously brought to the attention of a different dealership. The other service department was condescending and told me, in a rather sexist, patronizing manner, that they couldn’t find anything and maybe I just wasn’t used to driving a manual transmission. No one at Ed Reilly ever tried to convince me that I didn’t know what I was talking about. They were always courteous and helpful, no matter how many questions I had or how many times I had to get things out of my car/mobile office.
I’m of the opinion that, when there are many, many service options available, courtesy and respect are vital to the success of a customer service department. It seems Ed Reilly’s service department agrees with me.