Going Far and Beyond to ensure Customer Satisfaction
During the week of Nov 3, I noticed some type of leakage coming from my two rear tires. The previous week I had new brakes installed at NTB in Rockville. Thinking the leakage might be related, I called the shop on Fri, Nov 7, to make an appointment. I arrived at the NTB shop Sat morning, Nov 8, at 8:00 am. Jim, the manager, was very professional and listened to my concerns. He assured me that they would investigate the issue. About 30 min later, Jim called me from the waiting room and escorted me to the bay area and pointed out that my shocks were the reason for the leakage. He noted he would take about 3 hrs for repair because the parts needed to be ordered. I took Uber home and arrived back at the shop around 2 pm. After about 45 min of waiting, the repairs were completed. Jim noted that a co-worker, Emir, had to fight to get the parts.
Apparently, Emir had to travel to a warehouse in Maryland where the parts were located. However, personnel at the warehouse told Emir they could not sell the part to him because it had to go through their distribution location in Gaithersburg. They further noted he could get the parts on Monday. Emir was persistent and eventually escalated the issue up to the company’s VP. After discussion with the VP, Emir was able to secure the parts.
Emir deserves recognition in going far and beyond to ensure customer satisfaction. I do not think many shops would have gone this extra mile. This is one of the many reasons I will continue to have my car serviced at NTB.