Delightful Dealership Experience (DDE)
December 3, 2018
This was my first visit to Infiniti Gwinnett and I was truly surprised by the attention given to customers coming and going in/out, respectively, through the door. I was greeted initially at the outside service drive by a very polite and mannerable young man that guided me the Service Manager, Harvey Hollander.
I was very impressed with Harvey's attention to my claim to have several recalls issues addressed and completed. I mentioned that my key FOB that unlocks and locks my vehicle's doors wasn't working properly and Harvey immediately resolved that issue. He also resolved several other minor issues (e.g. floor mat hook broken) with my vehicle at no extra charge.
I expected my bill to be astronomical for an oil change, replaced wiper blades, and tire rotation, but to my surprise, the expenses were very reasonable. I've owned several other pricey vehicles and other past dealerships don't miss an opportunity to tack on extras fees. I was also expecting to sit and wait for my vehicle to be serviced, but instead, I was offered a loaner vehicle. Wow! Thanks for the option to continue my day without having to sit and wait, wait, wait.
And if that wasn't enough to satisfy a customer, after picking up my vehicle, I received a follow-up phone call from Harvey asking "if everything was OK with my vehicle?. Now, I'm thinking this dealership must have a culture that really resonates with Harvey because his customer service skills and professionalism exceeded my expectations. This dealership visit is what I'm dubbing DDE! for a very "Delightful Dealership experience!
Thanks, Harvey for such a great job!