My experience when purchasing a new Honda Civic SE at Colonial Honda was great. What was most meaningful about this experience was the help from Ryan. As a young adult who is still in school it really went a long way that Ryan tried to get me the best deal possible. I had gone to both HRM Honda dealerships to ensure that I was getting the best deal out there since funds are a little tight right now and my experience with Colonial was so much better than with Portland. While Portland street is a bigger location with new looks and more to offer in the way of amenities, my customer service experience was much more enjoyable with Colonial.
While at Portland I felt like just another customer to them and was rushed into buying. We were discussing numbers and once we agreed upon an original number for him to bring to his manager I had assumed he would come back saying this number was approved or disapproved and ask how we wanted to proceed from there, however when he came back he congratulated me on my new car. His instructions were very unclear and rushed and I had no intentions of buying that day, I just wanted to see what the bottom number would be so I could go home and think it over. Once he congratulated me I felt pressured to continue on and next thing I knew I was meeting with the finance manager discussing what I would need in order to proceed. I did not put a deposit down or sign any papers but had assumed that was that. In the meantime, I had to cancel the upcoming scheduled meeting I had with colonial and upon cancellation they offered me to beat the price of Portland. Of course as a young adult I was interested in hearing what they had to offer. I called them and explained the situation and asked if I was locked in. They explained that I was not locked in because I did not sign the lease agreement or put a deposit down so I went in to see what they could give me. I worked with Ryan and he was very understanding and patient and offered for us to take the night to think about everything. The following morning I had explained the deal that colonial had offered me to Portland and the sales rep that I worked with prior to quickly called me expressing his embarrassment and anger that we had talked with colonial and that he now has to go back to his manager and present a new deal. He was very passive aggressive over the phone and completely steered me the wrong way. I was so taken back by his approach and I knew that he immediately lost my business as I felt attacked and disrespected. Customer service to me means you meet the client where they are at and do whatever you can to earn their trust and business. Because I was already so far in with Dartmouth I probably would have went with them if he had just said yes we of course can beat the deal they presented you and will do what it takes to earn your business. Instead, he lost all my respect so I immediately called Ryan to see what he could do for us as I wanted to give him our business. Ryan's approach was much more appropriate and meaningful and I felt like he truly recognized what it might be like to buy a car for the first time, showing me extreme patience and understanding. I never felt rushed or pressured to purchase by Ryan but still felt like our business would mean a lot to him and he would do what it took to get us the best deal. Ryan was also good to clearly explain what was happening and check in with me to make sure he knew where I was at in the buying stages, curious about what I was needing from him. I felt as though this experience was truly about me and not just about Ryan moving me along quickly to meet his sales expectations as per my other experience. He truly earned my business. He was quick to respond to any questions or concerns I had and on top of this was very knowledgable. I would HIGHLY recommend working with Ryan and the colonial team as exceptional customer service is much more important to me than the physicality of Portland Street.
Additionally, Alysha the finance manager was so kind, approachable and met all my expectations despite the quick time crunch she was under as I wanted the car by a certain date. Her smile and fun-loving personality is sometimes hard to come by in the business world!