Volvo Service Team-Mark Chandler

Hello Quantrell Volvo TeamIn a world that is plagued with what's wrong I wanted to take time to share with you what's right. Yeterday I visted the volvo dealersjp for service on my 1996 850 Volvo. I was 2 hours late for my appointment (I'm not making excuses-I overslept). When I arrived Mark Chandler did not say "We can't help you today....you're late." Mark smiled and moved on to start processing my car in - I did offereto reschedule my appointment.I shared with Mark and another employee named Larry what I saw as the problem. I had my car in for service 2 weeks ago to my odometer and I noted when I left that the indicator light for the left turn signal was not working. I'm not a mechanic but I am one that always is doing an analysis on my car better known as "baby girl" :-) From my analysis post odometer repair I saw a strong relationship between the turn signal no longer worker and the odometer repair.After explaining what I thought was the issue, I said to Larry..."Do you agree?" He responded Yes I agree with you (did not argue with the customer). He did not try to take me on a mechanic repair theory journey. At this time one of the mechanics named David Hamilton entered the service lane. Mark explained the issue. David turned and said "Mame...It could have happened when we did the previous repairs...we'll take care of it." My response was wowwww...this is customer service at it's best. When I was called to come to the service lane vs. the payment booth I was ecstatic. These employees enhanced and exceeded my customer experience.I've been a customer of Volvo for app 12 years. Different people, different approaches.What set these these employees apart? My answer is they enhanced my customer experience. It's important that management is made aware when things are being done right.These three exceptional employees have qualities that others could emulate. All of them listened to my story and they were empathetic. Managers are plagued with what's wrong and we often don;t take time to share what's right. their manager should know they added additional credibility and made deposits into my Volvo and what Stephen Covey refers to as the "emotional bank account." I purchased a book in the last week titled a " A Whole New Mind-Moving from the Computer Age to the Conceptual Age by Daniel Pink. As I've almost completed this book I realized the book talks about the very things that made my recent experience exceptional. They listened to my story and empathized. They did not say "that's our policy" nor did they argue with my story or attempt to alter my story. A must read for those who want to do business differently.Technology has added many things to our lives. When I last checked a computer can process data without tiring but it can't replace the care and concern that human beings can bring to a customer experience.Thank you for reading my message and please pass on my appreciation to Mark, David and Larry.Best Regards,Toni King