DOING MORE to become “my” dealership

My name is Rick Hogsett and I live in Chesterfield, VA. I wanted you to be aware of the performance of three of your employees.

They say that first impressions are lasting impressions. The first person people interact with sets the tone for the whole organization.

My first call into CMA’s Colonial Honda went to Kathryn Waller. She couldn’t have been more pleasant, professional and helpful. She got me to the right person and even followed up with me on multiple occasions to make sure I got the answers I needed. Very impressive to say the least.

I was told by “another” dealership that the problem with my Civic was a defective cluster and it needed to be replaced. I was not convinced that was the problem and brought it to Colonial. Besides that, the real reason I came in was due to their terrible lack of communication and customer service at this “other” dealership. It was shameful and they should be embarrassed. Needless to say, I was not going to reward their behavior with my business, so I paid for the diagnostic and left.

I brought my vehicle in and Karl Soloe’s service team [service advisor Mark Price and technician David Inge] followed my instructions and did a professional assessment of my vehicle. They found that it DID NOT need a cluster, but had an electrical issue and fixed it promptly. Issue solved!

Ed, I want to express my appreciation and admiration for these employees and your organization. Far too often we hear the negative and not the positive, so I wanted to make sure you were aware of the performance of these individuals.

I live about 5 miles from the “other” dealership, but they won’t be “my” dealership. I will be going to Colonial.

Regards,

Rick Hogsett