I would like to begin my review with the background that I am employed by one of the oldest jewelry companies in the United States to evaluate, build and maintain strong teams in it's stores. The company has long been known for it's high standards in customer service. With that said I stumbled upon Phillipsburg-Easton Hyundai in a way most would begin their shopping, the internet. It seems as though once I entered my information on a few sites my inbox was bombarded by every Hyundai dealership in New Jersey. As I filtered down where I wanted to go, Phillipsburg was one of the stores on my list. I spoke with TJ in the internet department, he was more than helpful and his personality stood out from the rest of the stores. That's not where it ended, when I went to the store for my appointment I was greeted by many friendly, smiling folks and TJ was there promptly to meet me, speak with me and turn me over to two people to assist me with my visit. The two people were Bill and Tom. The notion that I had two people helping me was new to me but as time went out I was told why. In all of my visits, I have never met someone so knowledgeable and personable as Tom Morris. Tom was my product specialist, a representative there to show me everything, and I mean everything I wanted to know. He was more of a concierge of sorts with a wealth of knowledge. Along the way Bill Hav was also there for me, he was also the numbers guy but also a great component of why I should buy not just from Hyundai but that store as well. At no time did I feel pressured, however I felt as though this group deserved my business. My experiences at the other dealerships although typical of the industry, was not what I was looking for. I was looking for what I coach at my stores. Teamwork, professionalism and outstanding customer service are key for me. This is what I found at this store. I met everyone, I believe every manager and each said the same thing "I'm here to help," Price negotiations, the loan process and my paperwork all went flawless but the next shining moment was the overview of my car at delivery. I've purchased vehicles from BMW, Benz and Audi in the past. I've never had someone review how to use my car, it's features, pair my phone, add my contacts and program my garage door like Tom did. My standout, stand up and applaud moment was this. A few weeks later when I went back to pick up my license plates, I mentioned to Bill how someone scratched my car in a parking lot and I'd like to get a price on touch up paint. It was my problem, not theirs. Bill said to me "Give me your keys". He came back and asked if I had a few minutes, which I did so I waited and sat with him over a cup of coffee. About 20 minutes later, my car was pulled up and no more scratches and they put my plates on for me. I was blown away. I know the sales mentality, I expected this dealer to be like every other dealership and just say that's too bad and move on. I thanked Bill up and down and asked if I could go over to the parts counter to order my touch up paint and he said look in your cup holder. There sat a touch up pen. Assuming he paid for it out of pocket, I tried to pay for it, I offered a few times before he said that he didn't pay for it. It's on the house. I laughed and said didn't you have to ask your manager? He said we have a policy here, do it. This small thought by management is huge, to do these things for customers is what most companies miss. The culture of allowing their staff to make these decisions and not have the customers stuck in the middle of micromanagement hell is why this is an up-incoming store and a great example of what a healthy, successful and selfless management team looks like. I will use this store as an example for years to come and I applaud the ownership for believing in it's people. This store is first class and I urge everyone to experience it for themselves.
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