In the past 16 years, I have owned 7 Hondas (4 Accords, 1 CRV, 1 Pilot, 1 Odyssey). You would think I am loyal to Honda automobiles. Actually, I am loyal to the service provided by John Eagle Honda...specifically, to the personal attention and service provided by Richard Rainoshek. Richard takes a personal pride in his work and in the service he provides, one person at a time. He makes me feel like I am his most important customer, takes time to explain things to me, and always has a friendly word and tone of voice. I spent time watching him with other customers and he did the same thing with them! It was awesome to see a "service master" at work. For the few moments he was working with a customer he gave his full and undivided attention, connected with them personally, and left them with a sense that each one of them was important.
While the tone, processes, and policies of service delivery are set by John Eagle Honda (the company), it is delivered by the individuals that touch customers each day. Richard lives and delivers service by "The Golden Rule". It is not about just solving the problem, it is about making people feel important.
Because of the loyalty created by the service I receive at John Eagle Honda, I have influenced at least 4 Honda purchases by my family and friends. Now, John Eagle Honda services Acuras. Hmmm, so many choices?
