Kaneohe, HI
This is not a complaint but an expression of thought that may enhance customer servicing. The associates who handle incoming calls need to practice active listening. I called in on Monday afternoon to make an appointment to "redo" my safety check since it had expired 30-days from its initial inspection in October 2016. I received my paid registration sticker on the day the safety check expired. After inquiring about Lex Brodie's Veterans Day business hours, I expressed my dilemma and asked to make an appointment knowing you'd be open for business. The gentleman who took my call expressed that I could do a walk-in and an appointment wasn't necessary. However, when I showed up on Saturday, I learned that an appointment was required and that there were couple appointments ahead of me before I would be helped. It appears the person who received my call "misunderstood" the servicing I was in need of....perhaps if he was actively listening there may not have been a misunderstanding. This is a second incident I've experienced where I believe your associate wasn't listening to the customer's needs. They need to understand that not all customers know the exact terminology your associates are accustomed to and have learned. The best "we" can do is describe our experience with the vehicle and the servicing we feel we need. I depend on your associate to identify what I need, explain what they've discerned to be my needs, then we make a decision on how to move on. Your servicing of my automobile is very satisfactory and I've always utilized the Kaneohe Lex Brodies because of the friendly environment and quality servicing. I believe its been just about ten-years, or maybe more, that I've been using your services. Mahalo for your interest, Lynnette H Wong