Sean Hoopes | Page 4

Showcase Honda has always been my go-to. Cassie has always taken good care of me and my car. I make sure to ask for her every time, although the entire staff is so great. Cassie has always taken good care of me and my car. I make sure to ask for her every time, although the entire staff is so great. More

by perezmariannaa Verified Customer Verified Customer

Report | Print

Austin has been a really good car manager for me and takes care of me, and my vehicle. He helps me keep my car maintained and running properly and if there is a mistake or any happens, they take full re takes care of me, and my vehicle. He helps me keep my car maintained and running properly and if there is a mistake or any happens, they take full responsibility. That’s one reason why I like to go to the dealership because I can trust them. More

by RONRAYO Verified Customer Verified Customer

Report | Print

Very attentive and it's always a smooth process to get work done. Area is also kept clean and tidy work done. Area is also kept clean and tidy More

by Josie Verified Customer Verified Customer

Report | Print

You do really good job for real and I’m proud of that thank you thank you More

by yannickmukandila Verified Customer Verified Customer

Report | Print

It was quickly attended and addressed too. I really a very nice and quick in addressing and resolving. I really a very nice and quick in addressing and resolving. More

by KOKATIRUMALARAO Verified Customer Verified Customer

Report | Print

Sebastian did an incredible job of getting me squared away quick and efficiently. He was courteous and informative. away quick and efficiently. He was courteous and informative. More

by ANTHONYGW4 Verified Customer Verified Customer

Report | Print

Proffesional and friendly staff, I usually visit the parts department they are very knowledgeable and are alsways willing to help. parts department they are very knowledgeable and are alsways willing to help. More

by eladiocervantes21 Verified Customer Verified Customer

Report | Print

I’m on my 2nd Honda from Showcase. The team is always transparent and friendly when helping me with my vehicles needs. The team is always transparent and friendly when helping me with my vehicles needs. More

by PJSCHONAERTS Verified Customer Verified Customer

Report | Print

Very professional experience. They were very clean and organized. We had to go in to get a warranty claim on our ac system and the process was easy with them. They were very clean and organized. We had to go in to get a warranty claim on our ac system and the process was easy with them. More

by WILLIAM.CHERRY916 Verified Customer Verified Customer

Report | Print

My 2 Star Review is 100% based on my experience that I had with Sean Hoopes, Service Director @ Showcase Honda. Sean could use some training around customer experience management and empathy. Imagine I ma had with Sean Hoopes, Service Director @ Showcase Honda. Sean could use some training around customer experience management and empathy. Imagine I make an appointment on the website and I drive about 30 minutes, wait about an hour only to be told that they can't get me in. Kevin, the Service Advisor was working hard to do what he could to get me in and I do believe he tried his best with no avail. When Kevin told me that he couldn't get me in (even though I was able to successfully schedule an appointment on the website), I asked to speak with a manager. This is where Sean Hoopes comes over and proceeds to completely fail on customer experience and empathy. I explain to Sean that I made an appointment on the website for 3pm, that I am a very loyal customer (drive 30 minutes to get to Showcase based on loyalty) and that in between my scheduled 3pm appointment time and the 6pm close time that I was at least hoping to have the vehicle diagnosed. At the time that I was having the conversation with Sean it was around 4:30 - so we still had more time before closing time. Rather than Sean attempt to listen to understand, to listen to understand the customer situation, to have empathy and appreciation for the customer, Sean goes into corporate square manager mode and tells me that they can't get me in, that they need more time to diagnose. I proceeded to remind Sean that I am a very loyal customer and that I drove about 30 minutes to get there and then ask again if they could at least diagnose the vehicle - his corporate square manager lack of empathy response was "no, sorry". I then respond with ok, I guess loyalty doesn't mean anything I will take my business elsewhere. He then responds in his corporate square manager lack of empathy response: "If we have been making you happy for this long, I trust that one minor mishap will not ruin the relationship" . This response didn't provide any comfort, if anything it made me more disappointed. I then drive away and go to another big Honda Dealership the next day. At this dealership - they were able to diagnose my vehicle in 2 hours and because they did not have the part on hand they gave me a loaner vehicle free of charge while they take their time to fix my vehicle. This experience that I had with the 2nd Dealership is exactly what Sean should have done. Sean could have (if he was leading with a customer first approach and empathy) told me the customer - we appreciate your business and because we value your business and because we are not able to get you in today, we will keep your vehicle and provide you with a free loaner vehicle while your car is being fixed. Recommendation to senior leadership for Sean: make sure that managers and directors are always leading with a customer first and empathy approach. Think about how the customer feels and based on how the customer feels determine the best course of action. If you are the customer does this best course of action feel good? If the honest answer is hey if I was the customer and the dealership told me X, and X is not doing everything I can for a fantastic customer experience and or if I am the customer and I am being told X then maybe we need to change course. Showcase Honda: you lost my business forever! Please make sure to get Sean Hoopes, and any/all managers and directors training so that it is all about customer first and customer empathy! More

by BFERRENTINO Verified Customer Verified Customer

Report | Print