Great shop recommendation in West Chester, PA
08-30-2010, 07:41 PM
#1
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Great shop recommendation in West Chester, PA
Recently I moved to PA close to Philly to West Chester, PA. It turned out that not even a mile away from my house I have an independed shop which mainly deals with Porsche and has good experience with aircooled models too. When I had to get the state insepction I had trouble with my readiness codes. The shop took care of it very quick and even with reasonable cost. Since then I had little things done with both of my cars at this shop. The shop is very customer oriented as the even pick up and drop off my cars from my driveway w/o any charges. As I'm traveling a lot from Monday morning to Friday evening this service means a lot to me.
Now last week the drop off from the shop didn't happen as scheduled. They were too busy and the service manager missed it to drop off my car at my home. They kept it inside the shop over the WE as they usually do over night as well. So, I had a WE w/o my car. Not that I was planning to drive it over the WE but I was disappointed.
Today I picked the car up in the morning and in a very polite way I told the service manager that this wasn't cool. Later today I got the following email from this guy
"I would like to apologize again for the display of poor customer service on my part Friday. My intention was to, of course, deliver the car late in the week. Thursday and Friday brought me some unique challenges that distracted me from the task at hand. I should have, at least, called you to arrange an alternate plan so you could have the car for the weekend. Myself and Bill enjoy developing a service relationship with our customers and like to think that is one of the most important things to differentiate us from our competitors. That service relationship is important to us but cannot be kept if we fail to deliver (this time literally). The reason for this message is to let you know that I acknowledge the mistake that was made and to assure you that you can expect nothing like it going forward. "
What can I say? To admit having made a mistake and promising to make things better next time = big win! Definitely I'll continue to use this shop.
And her is the link to the shop if anybody is interested and lives in the area. http://www.doughertyautomotive.com
Just was thinking as we complain about dealer/shops and service a lot to share a good example.
Jack
Now last week the drop off from the shop didn't happen as scheduled. They were too busy and the service manager missed it to drop off my car at my home. They kept it inside the shop over the WE as they usually do over night as well. So, I had a WE w/o my car. Not that I was planning to drive it over the WE but I was disappointed.
Today I picked the car up in the morning and in a very polite way I told the service manager that this wasn't cool. Later today I got the following email from this guy
"I would like to apologize again for the display of poor customer service on my part Friday. My intention was to, of course, deliver the car late in the week. Thursday and Friday brought me some unique challenges that distracted me from the task at hand. I should have, at least, called you to arrange an alternate plan so you could have the car for the weekend. Myself and Bill enjoy developing a service relationship with our customers and like to think that is one of the most important things to differentiate us from our competitors. That service relationship is important to us but cannot be kept if we fail to deliver (this time literally). The reason for this message is to let you know that I acknowledge the mistake that was made and to assure you that you can expect nothing like it going forward. "
What can I say? To admit having made a mistake and promising to make things better next time = big win! Definitely I'll continue to use this shop.
And her is the link to the shop if anybody is interested and lives in the area. http://www.doughertyautomotive.com
Just was thinking as we complain about dealer/shops and service a lot to share a good example.
Jack
08-30-2010, 10:04 PM
#3
Rennlist Member
Dougherty did my PPI. I met them personally and liked them very much. They are well established and should know enough to do the simplist thing that most companies forgot how to do...be good human beings...that means do the right thing and make good when you F up.
Thanks for posting!
Thanks for posting!
08-31-2010, 01:09 PM
#5
Three Wheelin'
As an aside, we have a great cars and coffee that starts around 8AM every Saturday behind the Starbucks at the Dillworthtown Shopping Center for any of you who are local.
08-31-2010, 02:02 PM
#7
Noodle Jr.
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08-31-2010, 03:39 PM
#9
Three Wheelin'
08-31-2010, 07:44 PM
#10
Three Wheelin'
Will do.
That's the entrance to the shopping center right there. It should be essentially across the street from the Hyundai and Mazda dealership, just south of Otto's BMW on 202.
Here are a few pics from this weekend (I had to leave early so I missed a lot of the crowd).
I hope to see more of you out.
