It’s the Little Things That Mean the Most

Dear Ms. Borches,

I’m in for my 24k service on my Outback. Every time I come for a service appointment I grumble at how far away the dealership is to where I live in Richmond. I keep thinking I should switch to another dealer that is closer to my house.

However, every time I come I am always delighted with the service. Almost always it’s the little things, but they catch my attention and mean something.

For example, I arrived for my 7:30 appointment and there was another car already here. However the service person spoke to the other driver saying I will be with you in a moment as the other gentlemen has an appointment. So, what that tells me is that she cared enough to look up both cars before she opened the garage doors to know who the customers were. This little detail in one of many I’ve experienced in the past 2 years with Colonial Subaru. I appreciate it. Those details matter to some, like me.

Thank you for setting a good standard.

David Knuth