So, I had to replace some tires because the wife's rear blew out on the freeway (can she review the city's highway roadside assist team? because she'd give them 10 stars for getting there and swapping her spare out in 10 minutes!) Initially, I was inclined to check out Costco. To my benefit, the tire blowout happened late in the afternoon, so there weren't a lot of options of where to go. Instead, I decided to wait until the next morning (I wasn't being lazy... or was I?)Anyway, 7am sharp, I decided to call Lex Brodie's instead after perusing their website on my iPhone while in bed. Also in their favor over Costco, they open at 7 while Costco opens at 10. The website had a link for making an appointment, so I thought I'd call just in case to see whether I needed one or not.The girl who answered the phone was really nice but couldn't confirm an appointment for me yet (I think they were still getting their books organized for the day). She advised me that she would have someone call me back shortly to arrange something. About 10 minutes later, Jack called me back and told me to come on down right now and he would help me. I let him know that it would be a little while because of traffic, and he said no problem.When I got there, I parked my car and went to the entrance. There were a few customers waiting and three employees who were with them. While I was waiting, there was a garage guy or valet who greeted me and said that one of the agents would be right with me. Then, someone else from the garage also greeted me and said it would be just a moment. Soon, one of the girls helped me and paged for Jack.Let me make a comment about the greeting. There seems to be this trend lately where you go into a business, particularly a small local business, and there's this seeming disregard for the basic welcome. Employees don't smile and greet you, they sometimes don't make eye contact, they "busy" themselves to make it look like they're doing work. You know the drill. At Lex Brodie's, they make a point of training EVERY employee to greet and acknowledge you, even if they are not a customer service agent. Almost to a fault, every employee there either welcomed me or asked me if someone had helped me already. In a time when there is so much competition and social media can quickly point you to someplace better, it was refreshing to see a local company stick to a basic, fundamental truth: service matters.Jack helped me get the dims on my tires and find a match. Because our MB has different dims on the front and back tires, the choices narrow considerably when you're trying to replace all four and you're trying to find matching front and back. I knew it would cost me a bunch, but I let him know around how much I wanted to spend and he found something in my price range. Also, he gave the the web offer of $100 for a set of four (I had the coupon with me) as well as the $10 off for alignment.Jack estimated that it would take about 2 hours to complete. The nice thing about Lex Brodie's Honolulu location is that it is very close to downtown. I took the opportunity to wander a bit and found the charming Honolulu Brew Co and Malt Co building on Queen Street which I didn't even know existed. Also managed to get some shots of Iolani Palace, Kamehameha Statue, downtown U.S. Post Office all posted to Instagram. Also, if you like getting totally grossed out by pigeons and doves being fed, make a quick stop at the bus stop at the corner of Punchbowl and King. The nastiest pile of leftover food on the grass with the birds picking at it at their leisure. GROSSSSSSSSS!!!Back to the experience, Lex Brodie called me back to let me know the car was done 30 minutes earlier than I was expecting. While they had the tires off, they took the liberty of checking the brakes which they informed me were worn out (I knew already, but it was nice that they checked for free). They didn't push me to do it right then, which I appreciated, and very happily provided an estimate on the cost of the work when I asked for me. Lots of car places push you and make you feel guilty for not doing it right then (you REALLLY should do this, if it was me, I wouldn't chance it). Lex Brodie's knew that wasn't what I was there for at the time and that I would do it when I wanted to.For a place I don't ever want to have to go to (since it means I'm spending big cash), I would definitely return to Lex Brodie's for any of the services they provide!
Thank You... Very Much! For the detailed (and colorful) response. You touched on many positives we stress with our team. We are always working to improve and grow and the positive feedback is just as important as the constructive. "Thank You...Very Much!" for allowing us to serve you. Sincerely, Scott D Williams President
- Honolulu, HI