I have a Honda Pilot that needed service for the first time. I took it to a nearby Honda dealership and it left with more noises than when I took it in. I called Spitzer Acura Friday evening when they were closed. Keith called me back early Saturday morning. He first explained they were a week out for appointments. After I walked him through the noise and the situation with the other dealer he said, "This doesn't sound safe; you gotta bring this in on Monday and we'll figure something out."
I went in Monday morning and he was fully prepared and greeted me by name. He arranged a new loaner vehicle for me. The service I needed was covered under warranty but the warranty required I take it back to the dealer from which I bought it. Keith patiently worked through the "release" of that clause and had everything done when he promised.
In one of our conversations, he asked where I typically service my vehicles. I explained that for the convenience, I used to take them to the Sears garage by the South Hills Village Mall but they just closed. He then asked about my intentions of selling or keeping the car, my driving habits, work I had done, etc., etc. Like a friendly neighbor, he made service suggestions that he'd have done if it were his vehicle and why he'd do them.
I went with every suggestion Keith made. I came to pick my car up to find that he had applied a courtesy discount.
The whole client experience Keith provided couldn't have been any better.
To top this off, this morning Jodi called me from the dealership to be sure I was happy with my experience.