David Lombardi | Page 3

Good experience, best price David Lombardi at Clay Subaru assisted with my purchase and was accessible, accommodating and pleasant. He knows his cars inside and out, and patientl David Lombardi at Clay Subaru assisted with my purchase and was accessible, accommodating and pleasant. He knows his cars inside and out, and patiently answered any and all of my questions. Dave helped facilitate the sale at a great price and I would recommend him and Clay Subaru without hesitation. I never felt pressured by Dave; he was always considerate and good humored. I really enjoyed working with him and give Clay Subaru an A+ rating! More

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Poor customer service over the phone I bought an Impreza in September and would give the sales staff 4 to 5 stars. The service department is another story, however. Yesterday, I called up I bought an Impreza in September and would give the sales staff 4 to 5 stars. The service department is another story, however. Yesterday, I called up the service department when my car auto locked itself while I was scraping ice. When I called the service department, the person who answered offered no help, and told me to call triple-A and implied it was my fault because he said “it’s a setting”—a setting I didn’t set and was unaware of. When I explained that that was not an acceptable answer—what if I were not at home and I had put my child in the backseat while I de-iced the car—he connected me to what I presume was a manager. The manager was friendlier but didn’t really know anything about whether it was a setting, how to change it or how even to unpair my phone from the car while I was talking to him. When I said I would call him back once I figured out the unpairing, he told me they don’t have direct numbers in service, so I would have to call the general number for service and be put on hold a third time. There are a few problems: (1) the first person answering the phone should take a cue from contact Center best practice and respond to all problems with “I am sorry to hear that. Let’s see if we can solve your problem.” Empathy and politeness go a long way. (2) if the service department can’t answer a question immediately, the response should never be “I’m not in the car so I can’t see the screens. All cars are different.” (Which is what the manager said), it should be “What is your number? We will investigate and call you back.” (3) The level of education on the settings for their vehicles is below what it should be. 15 years ago, it was acceptable for service people to respond to problems with, you’ll need to bring it in for me to see what’s wrong, because most issues were mechanical/wear-and-tear-related, but in a world where computerized functions are an ever more important of a make and model’s value proposition, service reps should be educated about how their car’s’ software works to the same level as CSRs at software companies. (4) The dealer should introduce an incentive system for the service dept like they have for sales, ie, some sort of survey or other tool to measure satisfaction. If the dealer’s response to all these suggestions is that they all require investment in training and hiring that Clay can’t afford, then they need to become comfortable with the fact that they won’t have a lot of repeat business. Which means more money spent on marketing and discounted upfront pricing, rather than higher-margin repairs. More

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THE Honor is mine Too Mr David Lombardi of Norwood Subaru My name is Lynne Spencer I had the Honor and a Pleasure of coming to your dealership last week I was standing in the back parking lot looking at cars My name is Lynne Spencer I had the Honor and a Pleasure of coming to your dealership last week I was standing in the back parking lot looking at cars and I noticed a gentleman standing there not bothering anybody not hovering over us so I approached him I did not know that he was one of your salesman anyways Mr David Lombardi let me take the car for a test drive and my husband and I decided that we would get something else in lieu of this Mr.Lombardi was very patient very kind extremely knowledgeable and I enjoyed speaking with him. He took the time and the care to take me into the vehicle I was about to purchase and went over every detail of the car every button every crevice everything about the schematics.And where it was located.for my reading up on the car.He was so knowledgeable I was taken back by this.His patience and his kindness.I've been shopping for a car for a month he is THE first salesman in my life that I have ever come across that has taken that much time and patience with me in regards to purchasing a new vehicle I'm so grateful for all that he showed me in using and driving my new car.I don't know how you rate your employees But on a scale from 1 to 100 he gets 100 from me he was outstanding!!!? other salesmen should learn from this gentleman. His patience alone IT was huge. You shouldn't hover over people and make them feel pressured into purchasing something. Sometimes you just like to look walk around and in doing so I was able to approach him and he was more than helpful more than knowledgeable and again the word kind and patience come to my mind David Lombardi Thank You so very much I know more about my car than I thought I could ever possibly know. I love it so much you're a great person you deserve some sort of recognition if I could give you an award I would but if I can't I ask somebody there to please give you a gold star for your forehead thank you again More

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Friendly, honest and efficient I bought my first car with Clay Subaru and my experience with them was excellent. Before visiting Clay Subaru, I've been to other dealerships, some ar I bought my first car with Clay Subaru and my experience with them was excellent. Before visiting Clay Subaru, I've been to other dealerships, some are Subaru's, some are other manufacturers'. One thing I've noticed is that very often the salespersons treated you like you have no clue what you want, hence they will find ways to 'educate' you, such as what car you would need, or what price you could afford. But this is the age of the internet. You can find reviews on different cars, and you can even find statistics on the sales price of any particular build of a car. There are tools to help calculate monthly payments too. When I arrived Clay Subaru I was immediately greeted by Dave Lombardi. Unlike many other salespersons, Dave was friendly and genuine. He was quick to set up a test drive for me, during which he further showed how knowledgeable and patient he was. Dave was honest with me during the negotiation process, but worked very hard to get me a good deal which I am most satisfied with. The business manager, JD Janes, was friendly and patient in explaining my finance options too. It took them one day to deliver my new Impreza. I am impressed by their efficiency given it was the year end and I saw a ton of customers on the day of delivery. Overall, I highly recommend this dealership. Look for Dave Lombardi and you will not regret. More

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Far exceeded my expectations No one looks forward to the experience of buying a new car. I am no different. But, the staff at Clay Subaru really surprised me. I came in looking No one looks forward to the experience of buying a new car. I am no different. But, the staff at Clay Subaru really surprised me. I came in looking to buy a used Subaru or possibly a new Impreza. Dave Lombardi was incredibly patient with me, helping me to test drive a number of different cars. He was candid with me about his opinions of the cars I drove, and while he obviously wanted to sell me a car, he wasn't pushy and he didn't rush me through the process. After deciding that a new Impreza was the best option for me, I met with Will Smith, the finance manager. Will was very friendly and professional. It was also clear that he knows his stuff. He walked me through my finance and warranty options. He listened to what was important to me and understood my priorities. I never felt like he was trying to force something on me that didn't make sense for me. He worked with Patrick to come up with a deal that met my needs. I will be using the car for my business, and they helped me select accessories that will really come in handy. Patrick was very helpful when it came to deciding how to structure my finance package. Overall, I have to say that this was the best car buying experience I have ever had. Thanks to Will, Dave and Patrick, I left Clay Subaru with an awesome car that I can afford! An added incentive to shop here: they offer amazing fresh baked cookies to customers!!! More

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