I was having some issues with my car’s ignition and finally got around to taking it into the shop the other day. I own a Chevy, so I took my car into Chandler Thorobred Chevrolet, which is close to my home.
I still can’t get over the experience I had at the dealership. I pulled up to the service center and told George, a service consultant, the issues I was having with my vehicle. He took down my information, listened and made sure all of my needs and concerns were addressed; not once did he try to sell me a service that I didn’t need. He was very succinct, which I appreciated since I needed to go to work. I took the shuttle home and drove to work.
George gave me a phone call later that day letting me know what the problem was and that the warranty covered it. I gave him the green light; a few hours later he called again letting me know that the car was done and he was just waiting for it to come out of the wash, which I had no idea was included!
My co-worker dropped me off at the service center and as I entered the complex, a mechanic hurried to hold the door for me and directed me to the cashier’s desk. I couldn’t believe it, even the mechanics went out of the way to make my experience better. It wasn’t anything over the top or “fake”, it just seemed like the way they conduct business day-to-day.
Even though GM is going through rough times with the economy, they still seem to take pride in exceeding guest expectations. Thank you GM Thorobred Chevrolet ‘Chandler’ and George for the great customer service, you did a great job of taking care of me from start to finish. The experience reinforced the fact that the next vehicle I purchase will be another Chevy.
You can reach representatives for GM @AdamDension and @GMblogs on Twitter who can answer any questions you might have.
How important is customer service to you and can it change the way you view an entire organization?
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“Here is a simple but powerful rule – always give people more than what they expect to get.”
I am glad you had a positive experience, because recently I had the complete opposite at a toyota dealership. I went in and they didn’t use seat covers, and the car had oil on the stearing wheel, when I complained the sales person, said take a hike. I confronted him and asked to speak to his manager, who was worse. I called toyota and complained about the dealership, but received nothing. I will never go back to that dealership, oh ya, the dealership is Toyota of Plano, and they suck.
It’s good to see a positive customer service story for once. We tend to see a lot more negative stories because that’s what inflames us, gets our passion up, and we just can’t control ourselves. I hope this gets back to the people who run the Chevy place you get to; might help to make their day.
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@Frisco How unfortunate that you received such poor customer service. I wonder if big companies realize that they potentially lose thousands when that happens.
@Mitch I believe in giving credit where credit is due. I thought about emailing the actual dealership but changed my mind. I did Tweet @GMblogs to let them know about it
I would let GM corporate know of the experience. The local dealer will love hearing good feedback.
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@Brad Do you think I should email a link to the dealership? At the very least I would like George to get some recognition. What do you guys think email the link or not?
How important is customer service to you and can it change the way you view an entire organization? Really, customer service is the front face of a corporation. I know they are trained well.
@Budi – I couldn’t agree more. The staff at Thorobred was very well trained and seemed to take pride in the organization they work for.
I’d send this to the dealership, they could use some good news right now. Plus they would appreciate seeing that their efforts are paying off.
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Superbo Manifesto mate! Superb Article Keep it up