Owen Rouse

Review of MileOne Heritage Hyundai Towso...

Exemplary Service Gesture in Six Minutes

Exemplary Service Gesture in Six Minutes

The week old (but brand new) Hyundai s windshield washers would not spray. Sad but true so I visited Towson Hyundai to introduce myself to the service writers as I would become their new customer despite not having bought my Palisade at Towson. Mike the Manager overheard my plight on the windshield sprayer and grabbed Mike the Tech and promptly walked to my car on the street, popped the hood and began a look-around with his flashlight. By the third diagnostic minute, Mike the Tech popped a plastic sleeve off, reconnected the fluid supply line to the nipple and the system functioned properly. Mike the Tech s crowning gesture was to refill the washer fluid reservoir and send me on my way. Thoughtful, courteous, and professional. Elapsed time: Six minutes.

Lots of business lessons here: Don t make the simple complicated. Help if you are able. Realize you can cement a customer relationship at any moment. Pivot when you can.

In a world of gloomy service stories, my first Towson Hyundai experience was positive and exemplary.