Several months ago we posted a YouTube video on our blog titled “Sometimes we screw up.” In the video I said that, although we try hard to please everyone, “sometimes we screw up”. I then invited web visitors to read a few of the comments we received from customers by clicking on the testimonials link on our website. (Most are positive, but not all). Since first posting that video, thousands of people have watched and many have taken the time to send us a note or comment on one of our blog pages. While the vast majority are positive, some people have offered constructive criticism and told us we let them down in some way. We appreciate these opportunities to improve our service. With few exceptions, we have been able to resolve these matters to the satisfaction of our customers.
Actively seeking out not just customers who want to share a testimonial with us but also those who tell us we dropped the ball has been a learning experience for me and my staff.
While we do our best to ensure 100% of our customers have a positive experience when they visit our store, we know this is an objective no car dealership can ever realistically expect to attain. (Or any business for that matter.) The fact is, sometimes we do screw up and sometimes, nothing we say or do will make a difference to someone who just doesn’t like us, for whatever reason.
That said, it bears mentioning we do get it right the vast majority of the time. We receive feedback from our customers every week and we appreciate all constructive comments. We greatly value our customers. Thanks to their continued patronage our business has grown considerably since opening the doors in 2008.
If you have a comment or story you would like to share, please comment below.
{ 5 comments… read them below or add one }
Just want to comment on your TV commercial. Find it very immature and really tests the intelligence of the people. Have spoken with other people who also find it very “Stupid” and of little value to promote customer interest. I”m sure you people must have access to better advertising people to get a much better bang for your buck.
We appreciate feedback from our customers Grant. We realize not all of it will be positive.
Well its nice to finally see a dealership admit to there faults. I personally have had bad experiences with dealerships in Alberta and they never admit fault in anyway shape or form. I will get to see how well your service team is with my 2011 Dakota on its warranty claim on the rear windows
I would like information on the 2013 1/2 1500 Laramie truck
you have coming.
We will have someone get in touch with you right away Willy.
Thank you for reaching out.
Sales Team
Sherwood Dodge