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.
Started my venture for a new FIAT at another Dodge dealership. After a week’s worth of bullying and stress (and still no car) I decided to reach out to Sherwood Dodge. The dude I dealt with was Daylan. Let me tell you how impressed I was with the service he and his team provided. I walked out of there stress free and with a new car in 1.5 hours! It was incredible. Even entering the finance office I felt a feeling of zen…. The entire dealership was welcoming. Thank you DAYLAN for all that you did for me and for my new FIAT. I LOVE IT!!!!
As someone who works in the customer service sector, I am always evaluating customer service and the overall ability of being genuine . I was on the look out for a new vehicle to purchase and decided , after someone recommended Sherwood Park dodge, decided to check them out. From the time that I walked on the lot , looked at potential vehicles, it was a non-pressure environment . From first telephone contact, speaking to a couple of people, they were more than happy to share info, work as a team, there was no high pressure from the sales people. Brad, Dave…the sales manager, to the girl who went over all the detailing in my SUV (walk me through all options)..they were absolutely fabulous!..It was like meeting friends, they all knew my name, went the extra mile….gave me extra windshield wiper fluid, glass cleaner, voucher for another gas fill….and hugged me when the deal went through!!…who does that!…they made me feel special and took part in a day that meant allot to me!!,..Thank you to all the great people you have working there. All it takes is one person to make another persons day…if my day wasn’t already great already. 🙂 Thanks. Bev Latta.
So far we have have purchased three vehicles from Sherwood Dodge, two pickups and today my new Challenger. As expected Darryl has been great and the business office efficient and easy to work with. On every deal there is always an unexpected bump in the road either from the seller or the buyer, what sets apart a great dealership is the way those bumps in the road are resolved. Sherwood Dodge has earned my business.
Thank you.
Have been buying from your lot since 2009. We’ve purchased 4 vehicles now & plan on buying another one in s couple of weeks from Paul O’Mara. It’s well worth the trip from Fort Mac, I’m sure we’ll have another great experience!
We had a negative experience, however as soon as Alan Wack heard about he called me. He was able to correct the situation to our satisfaction, to the point we will return to Sherwood Park Dodge. We learnt a very valuable lesson that cost us thousands. BUT Alan’s Mike Holmes attitude, Of make it right, was amazing to see. Thanks again Allan, and Ashley!!!
Thank you Chris Sommers in service. Excellent customer service. Explained everything and really looked after my needs.
I have bought two trucks from you guys. A used and a bran new 2012,2500 truck. Had a great experience with dealing with you guys. Me and my fiancé have bought a 2011 nissan. Had good buying experience with them to. The only bad we have on then is in the service department with them. So we will see how you guys do in that area when I take my truck in. On the last note I would give you guys a 10/10 in the sale’s deapartment. Thanks Brandon Devolder
People criticise things all the time, and most don’t make videos after the fact. I’m sure you do a good job there, but coming from a public service background, you just have to ignore some people sometimes. People can be idiots, and in this day and age, with the internet, there are no consequences when you criticise something. It’s easy to call the kettle black when you are hiding behind a computer screen.
As for that guy who harrassed you at home, wow. How nervy can some people be? If I’m not satisfied with some work done at a garage, I don’t call the Dealer’s wife. I go in and talk to the guys who did the work or who oversee the people doing the work and try to come to a mutual agreement, because in a service center, the unthinkable will and usually does happen. I worked at a service center in my high school years, and seen some VERY angry people.
Anyways, roll with the punches. For every 10 happy customers, you are bound to have an unhappy one. That’s how it is in the auto biz. People put a lot of money into an investment and are worried when something goes wrong. Some just get angry out of fear.
We will have someone get in touch with you right away Willy.
Thank you for reaching out.
Sales Team
Sherwood Dodge
I would like information on the 2013 1/2 1500 Laramie truck
you have coming.
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 🙂
We appreciate feedback from our customers Grant. We realize not all of it will be positive.
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.