Klaben Chrysler Jeep Dodge Ram - Service Center

Klaben Chrysler Jeep Dodge Ram responded

Thank you for taking the time to post your review, for the positive marks and for speaking with me. All of this helps us to know how we are doing in providing the level of experience our customers deserve as well as the areas needing improvement. Based on the overall rating it would indicate to us that we did a good job during your recent visit. It also means we could have done better in some way in providing you with an exceptional experience. Many times it is the small things and we would not know unless a guest helps us to see something from their perspective. We share this insight with our entire team and use it for counselling, coaching, and celebrating as we work to get better together everyday. Thank you again for your honest feedback and for speaking with me today. If you have any other questions or concerns please know that I, and the entire Klaben team, are at your service. -Dennis Terlaak Service Director

GTSANZ0 responded

Always helpful and do a great job. Been using them for years. Thanks for the great service.

Klaben Chrysler Jeep Dodge Ram responded

Thank you for taking the time to post a review of your recent experience at our service facility. As you may know, we ask for feedback through many different venues, because we truly want to hear the voices of our valuable customers. Naturally we appreciate positive comments, but the feedback that makes us aware of a negative experience is appreciated just as much if not more so. We have a business model that has kept the Klaben organization in business for 50 years. And although it may not seem so in your particular case, that model is based on creating customers for life. When we have a situation that goes totally opposite of our model, the entire leadership team becomes engaged as we work to identify a root cause for a negative experience. Once the root cause is identified, everyone is tasked with working towards a solution as well as a resolution. It is important to me to be able to speak with you so that I can apologize and hopefully gain further insight into your experience. That insight puts us in a position to coach, counsel and share your perspective with the entire team. It is vital in our ability to guide team members in the direction that is required as we move forward. For us it is all about the people, team members and customers alike. We would not be in business without people. And it is those same people that we want to hold us accountable. All of that being said, is there anything that I can try and do for you at this point? I will finish by thanking you again for your feedback, while looking forward to speaking with you soon. If there is a good time that I can call, please let me know or feel free to call me anytime that is convenient for you. I as well as the entire Klaben team, remain at your service. Mike VanHoose, mvanhoose@klaben.com, 330-673-3139 ext 707.