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I received an early Christmas gift today!  The engine light had come on in my car letting me know it was time to have the oil changed.   Since purchasing my Toyota, I’ve had it serviced with Toyota Scion of Concord NC.  They have always done a very good job and provided good service.

When I called and made the appointment this morning I was told it would take about an hour to change the oil and rotate the tires.  My husband drove his truck so we didn’t have to wait around while they completed the service and they were to give me a call on my cell when it was completed.   

Jack and I went to Starbucks, bought  pumpkin spice latte’s , went shopping in Garden Ridge, and made a trip to WalMart.  After almost two hours and no phone call that my car was ready, I was getting a little irritated that it was taking so long and I hadn’t received a call.  After all, it was Friday…I had places to go, people to see, and things I needed to do!  So we headed back over to the service department.

When I walked in, I didn’t see Paula (Marlowe) the lady who had helped me.  So I asked another service person if they could tell me if my car was ready.  I explained I was told it would be an hour procedure and it was now two hours and I hadn’t heard anything.  This was about the same time that Paula walked up.  She said she was just getting ready to call me. 

Then she took me over to her area and read the list of  “recommended service” that needed to be done.  I wasn’t doing any of that today, but told her I’d like a list with the prices included to discuss with my husband.  Paula then said it would take about 5 minutes and she’d have the list ready and I could check out. 

Twenty minutes later and even more irritated, I asked the check out person to see how much longer it was going to be.  By this time I had really gotten ill. 

Just at that moment, Paula appeared and instead of coming on in the door and walking me to the check out (their usual procedure), she called me to the door again.  I thought….gezzzz are they going to recommend more work to be done…am I ever going to get to leave today??!!  Now I was really getting upset!

Then Paula said, “Ms. Matthews, we’ve taken care of your oil change and rotated your tires for you.  I’m sorry for your wait and the inconvenience to you…the service is on us today, there is no charge to you!  I hope you have a wonderful Christmas and come back to see me!”

Talk about being caught off guard and being speechless…my husband loves it when I’m speechless…doesn’t happen too often he says.  As I regained my voice, I said in a very humble tone, I hadn’t expected that and I really appreciated it! 

Now that’s customer service!  I hadn’t said anything, but I’m sure Paula could tell in my actions that I was  gettung upset.  Even half price would have been nice, but no charge…WOW! 

In just two short sentences Paula had made me feel she valued my time, appreciated  my feelings, and valued me as a customer!  

Thank you, Paula Marlowe  and  Toyota Scion of Concord NC!!!   Will I go back…ABSOLUTELY!   Will I recommened Toyota Scion of Concord NC…ABSOLUTELY!!   After all, isn’t this what we’ve been talking about with Social Media…Good Customer Service Really Can Build Relationships!  

What are your thoughts?

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