Joe Hilliard | Page 21

Klaben Chrysler Jeep Dodge Ram responded

Thank you for taking the time to post a review regarding your recent visit to our service facility. Your feedback is important. Thank you as well for taking time to speak with me via phone and providing additional insight and perspective. I apologize for the frustration and inconvenience we caused. We failed. No excuses. Please know that your comments, positive and negative, are shared with the entire team. Your praise for Joe Hilliard provided him well deserved affirmation that his efforts do indeed make a difference. In addition, I shared your comments regarding our failure to properly reinstall the spare tire tools with the technician in a constructive fashion. It's important that we all have empathy and see things from the customer's perspective. We ask for your feedback via multiple avenues. Rest assured we read, listen and share all customer feedback with our team. Valuable feedback like yours also becomes part of coaching, counseling, celebrating, training and even process improvement. In closing, thank you for your loyalty to Klaben and placing your trust and confidence in the Klaben Team. Rest assured that we have an ongoing responsiblity to affirm your decision to do business with Klaben. I and the entire team remain at your service. Jim Arnold, Service Manager, 330.673.3139 ext 409, jarnold@klaben.com.

Klaben Chrysler Jeep Dodge Ram responded

Thank you for your feedback regarding your recent visit to our service facility. Clearly we failed you miserably. You deserved, and were right in expecting a much more positive experience. Although we did not demonstrate it, we are better than this. It is our desire for every customer to hold us accountable. In the long run, that accountability will make us better. We realize that you have choices for your automotive needs and the fact that we put you in a position to consider choosing other providers over Klaben, goes totally against our business model. I also greatly appreciate you taking even more of your time to speak with me via a phone call. There is no question that our communication to you should have been more timely and considerate. Your comments have been shared with our team as we work to collectively identify and correct the root cause of your dissatisfaction. Your loyalty to Klaben is never taken for granted, and know that I and the entire Klaben team remain at your service. James Arnold, jarnold@klaben.com, 330-673-3139 ext 409.

Klaben Chrysler Jeep Dodge Ram responded

Ashlee- Thank you for taking the time to fill out a review for your service. First, let me tell you that we are all embarrassed by the outcome of your visit. We make no excuses for your experience and we will be the first to tell you that we failed you tremendously. We failed to deliver the utmost care for you and your vehicle and we failed to address your concern. So you are aware, we utilize comments such as yours to continue the training, coaching and development process of our employees to find where the shortcomings are so we can adjust and fix those issues. I have called and emailed you so please feel free to reach out to me directly to help mitigate any further issues. Please know that I and the entire Klaben team are at your service. Dennis Terlaak Service Manager 330-673-3139 x420 dterlaak@klaben.com

Klaben Chrysler Jeep Dodge Ram responded

Mr. Shamblin, Thank you for taking the time to share your recent experience, We truly appreciate your positive marks and kind words. We ask for your feedback via multiple sources because we truly want to hear it. It's our best tool for determining how we're doing in terms of meeting, and hopefully exceeding our customers' expectations. It appeared that we missed an opportunity to deliver a truly exceptional "5-Star" experience. As such, I really appreciated the time you took to speak with me via phone. Your valued comments and additional insight are essential resources in our ongoing efforts to provide the outstanding experience that you and others expect and deserve from Klaben. Rest assured that we incorporate your feedback into counselling, coaching, training, and even process improvement. Thank you for your business, your time and your valued feedback. I and the entire Klaben Team remain at your service and are always available to address any questions or concerns you may have. James Arnold, Service Manager Klaben Auto Stores 330-673-3139 jarnold@klaben.com