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Random Acts Of Kindness

Random Acts of Kindness with Jordan and Shelly in our Ford Lincoln Service Department.
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Throughout our day, our Service department is constantly looking for ways to make our customers' experience a little brighter. Getting your car serviced is not always an enjoyable part of the day, especially if it is an unexpected repair. While you're visiting us, we LOVE to ensure you are well taken care of: we are happy to offer complimentary refreshments, shuttle rides, and especially the little extras, such as our Random Acts of Kindness. This always brings a smile to our faces, when we get to surprise our guests with a little extra love, ranging from free service work to a complimentary product. This gift is given at random, but always with a very good reason. All we ask in return is that the lucky chosen one pays it forward to someone else in need of a little pick me up!

Recent Acts of Kindness
Feeling the love - We were able to cover the the door code charge. Guest was so incredibly happy, and gave Chris a few hugs before she left and had eyes got a little watery at his kindness and thoughtfulness.

I wanted to complain - Guest was waiting, but the car didn’t go into the shop right away, and guest became frustrated as he was going to be late for another appointment. We were able to get him out of here on time, but a concern was not going to be covered under warranty, fairly upsetting. We offered to cover today’s service completely, which would more than cover the cost to fix the other issue. Eventually we were able to convince him to accept our random act of kindness. His response as he was leaving "I wanted to pay because I wanted to complain".

Overnight stay - We needed to keep the guests latest repair overnight, and Cathy wanted to thank them with a free mini detail through AutoSmile.
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Slide

Throughout our day, our Service department is constantly looking for ways to make our customers' experience a little brighter. Getting your car serviced is not always an enjoyable part of the day, especially if it is an unexpected repair. While you're visiting us, we LOVE to ensure you are well taken care of: we are happy to offer complimentary refreshments, shuttle rides, and especially the little extras, such as our Random Acts of Kindness. This always brings a smile to our faces, when we get to surprise our guests with a little extra love, ranging from free service work to a complimentary product. This gift is given at random, but always with a very good reason. All we ask in return is that the lucky chosen one pays it forward to someone else in need of a little pick me up!

Recent Acts of Kindness
Our guest came in for new wipers - and was so sweet and kind Shelly wanted to give them to her at no charge. She was so shocked that she didn’t have to pay anything at all, and we installed them for her at no charge. She has never had anything like this every happen to her before.

Lovely guest came in for floor mats, and we got to choose him to use the gift of the day on. He was so amazed; he could not believe that we were not charging him. He said this has never happened to him before. He again expressed his amazement, and thanked everyone in the front end; he was so surprised and pleased.

2016 Give & Go Nanaimo - On December 7th the community donated 1634 kg of food valued at $8,987 and raised $2,800 in cash donations. Thank you from the bottom of our hearts for choosing to be a part of this experience. The next Give & Go will be December 6, 2017.
The key pad was no longer working on a guest's Fusion. Coming in 4 days after basic warranty expired, and the fix was now something the guest would be responsible to pay for. But we covered the charge; he was very happy and grateful.
A guest came in for Autosmile work to be done, and joked that we should be paying him for the pleasure of working on his car. We absolutely agreed, and took $100 off the invoice today. Guest was fully caught off guard and said this was the price a person would have expected 20yrs ago.

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Slide

Throughout our day, our Service department is constantly looking for ways to make our customers' experience a little brighter. Getting your car serviced is not always an enjoyable part of the day, especially if it is an unexpected repair. While you're visiting us, we LOVE to ensure you are well taken care of: we are happy to offer complimentary refreshments, shuttle rides, and especially the little extras, such as our Random Acts of Kindness. This always brings a smile to our faces, when we get to surprise our guests with a little extra love, ranging from free service work to a complimentary product. This gift is given at random, but always with a very good reason. All we ask in return is that the lucky chosen one pays it forward to someone else in need of a little pick me up!

Recent Acts of Kindness
Long Time Ford Customer - was telling me how she is a long time Ford customer, her recently passed husband worked for Ford, and all her kids and grandkids have inherited the "Ford gene" she was joking about hearing the bad news when it came time to pay, and I was able to make a joke about only having good news to share with her - Our Random Act of Kindness!!!! She was so happy, and spent a few extra minutes chatting with me about how great Fords are, and she will never go anywhere else.

Amazing Word of Mouth - A recent guest came in looking for a specific type of hat. While browsing, he mentioned how he tells everyone that Ford's break down the least out of all other makes and models, and how he encourages everyone to buy from us...with that kind of advertising, I had to Gift him the Ford hat, and completely made his day!

Loyal Customer of Ours - Today his oil change seemed to take extra-long, but he was good natured, and patiently waited on the couch for us. When I gave him The Gift of Day - he was "wowed" and said that he could feel the love.

Service Reminders are Amazing - Our guest was so happy with us when she came in, because our data team called to remind her to come in for an oil change. She thought that when her warranty expired, we were going to automatically remove her from the list. To show how much we appreciated her business, and wanted her to continue to come back for all her service work, we gave her this oil change as a gift of the day. She thought this was so amazing, and couldn't believe her luck.

Pre Paid Maintenance - We have these great longtime customers. Today they came in expecting to pay for their first service after having 5 years of prepaid. hey needed to arrange a late pickup, and we helped them out just a little bit more by offering them one more free service.

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Slide

Throughout our day, our Service department is constantly looking for ways to make our customers' experience a little brighter. Getting your car serviced is not always an enjoyable part of the day, especially if it is an unexpected repair. While you're visiting us, we LOVE to ensure you are well taken care of: we are happy to offer complimentary refreshments, shuttle rides, and especially the little extras, such as our Random Acts of Kindness. This always brings a smile to our faces, when we get to surprise our guests with a little extra love, ranging from free service work to a complimentary product. This gift is given at random, but always with a very good reason. All we ask in return is that the lucky chosen one pays it forward to someone else in need of a little pick me up!

Recent Acts of Kindness
Poor Timing Expiration - Our guest came with Ford Maintenance Protection Plan, unfortunately it had expired just 2 weeks prior. She was definitely disappointed and surprised by this, but we were able have her leaving as a very happy customer by making sure it wasn't coming out of her pocket.

Witnessing Drama - A guest had been in a few times in the last few months for a few different concerns. Our team was having some shuttle driving drama, basically who was going where. We were so embarrassed to say this lovely lady and her spouse got to witness our disorganization! When her Focus was ready, I apologized, she didn't mind one bit, but I still wanted to give her our Gift of the Day, and they were both so happy and surprised, thought it was great, and thanked us greatly before leaving.

Just a few Nuts - A parts guest came in to buy just a few nuts from us. He had a $20 and a little bit of change, but not enough to pay his bill without breaking his $20. We gave him the gift of the day. He told me he couldn't let me do that, but after a little while he graciously accepted, and told me Steve Marshall would be hearing about this.

Adam Powers Jokes - Our guest seemed off, not upset, but not happy either, even with Adam Powers' jokes. When he came to pick up his vehicle, we gave him the gift of the day. I mentioned that we were hoping to make his day just a little bit better. He thanked me with a smile.

Easy Double Check - Our guest had come in near the end of April for brake work, but came back in May to visit because he was feeling a brake pulsation and wanted to make sure everything checked out ok - which it did J While he was waiting for it to get looked at, he was admiring our Ford hats. We offered to gift him a hat of his choice today, on the house, which made him extremely happy. He immediately took off his old hat, and replaced it with his fancy new ford cap.
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Slide

Throughout our day, our Service department is constantly looking for ways to make our customers' experience a little brighter. Getting your car serviced is not always an enjoyable part of the day, especially if it is an unexpected repair. While you're visiting us, we LOVE to ensure you are well taken care of: we are happy to offer complimentary refreshments, shuttle rides, and especially the little extras, such as our Random Acts of Kindness. This always brings a smile to our faces, when we get to surprise our guests with a little extra love, ranging from free service work to a complimentary product. This gift is given at random, but always with a very good reason. All we ask in return is that the lucky chosen one pays it forward to someone else in need of a little pick me up!

Recent Acts of Kindness
Pleasantly Surprised - This guest came in for a regular service, and to have some warranty work completed. When he came to pick up, the only bill he had to pay for was for his oil change. He was joking and being funny and all ready to pay, I had fun telling him today that he was receiving our random act of kindness. He was so thankful, and very surprised.

We Pay it Forward! - Darcy owns "Dish" and was telling us of all the good deeds he has been doing lately for Fort Mac, including providing weeks worth of meals for families who have lost their home, as well as all proceeds earned over the weekend going directly to victims. We covered the entire bill today, as we strongly feel that he deserved it, for all the good deeds he has been doing for others.

Stopping a String of Bad Luck - Our guest came in with a nail in her tire, and had recently had a poor experience during a trip to Hawaii. From the sounds of it, she was having a string of bad luck. We gave her the gift of the day today, and she seemed absolutely stunned. She thanked us profusely numerous times before she left. She is one very happy Ford customer!

Had to be Done - Our guest was recently evacuated from Ford Mac and came in for an oil change and some diagnostic work done. He was unsure when he would be going back to work, dealing with extra air fare to get him back to the island, and the unknown factor of whether his house would still be standing when he got there. He was so amazed when he received the gift of the day.

Such a nice Lady - Our guest had to wait an extra 20 minutes while we finished her paperwork. She was ok with this, but once her paperwork was complete, we realized the air filter did not get installed. We quickly fixed this, but it meant another 15 minute wait while we found the parts and a tech to install. She was such a nice lady, and had no issues with waiting. When we gave her the service and the air filter under our gift of the day, she was so happy, she couldn't believe we were serious and she was getting it all for nothing.
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Slide

Throughout our day, our Service department is constantly looking for ways to make our customers' experience a little brighter. Getting your car serviced is not always an enjoyable part of the day, especially if it is an unexpected repair. While you're visiting us, we LOVE to ensure you are well taken care of: we are happy to offer complimentary refreshments, shuttle rides, and especially the little extras, such as our Random Acts of Kindness. This always brings a smile to our faces, when we get to surprise our guests with a little extra love, ranging from free service work to a complimentary product. This gift is given at random, but always with a very good reason. All we ask in return is that the lucky chosen one pays it forward to someone else in need of a little pick me up!

Recent Acts of Kindness
They were Sweet - A sweet couple came to pick up their Focus, and I just felt like making their day. They thanked us over and over again, both of them were so happy! He mentioned that he felt like he won the lottery, as you really don't ever get something for nothing. They have promised to tell all their friends about the great people we have working here.

Feels Like Warranty - Unfortunately the repairs were not covered under warranty. The Service Advisor helped him with cost as much as he could, but there was a little bit of labor cost left over. Our guest was quite please and impressed to hear that we were going to be helping him out and taking care of the invoice today, and feels we have really gone out of our way to make sure he is taken care of and will be coming back as a loyal customer.

An unusually long wait for a shuttle - Guest made friends with other guests on the couch until we were ready with a ride. When he came to pick up I choose to give him the gift of the day, and apologized for the long shuttle wait earlier. He tried to fight it off, saying it wasn’t necessary and all was good, but was happy to receive it and promised to pay it forward.

Terrible timing - Guest had to make a surprise visit here after having his Explorer break down on the way to a wedding. Guest waited patiently all morning to see what was wrong, and even after receiving the not so great news, was still very pleasant to everyone. Certainly deserved todays Random Act of Kindness.

Went over our quote - We were slightly over what we quoted for parts and labour – by about $30. Guest casually mentioned we were slightly over. We offered to help out with the invoice by offering to cover more than the difference in cost. He was very happy and said we "were great".

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Slide

Throughout our day, our Service department is constantly looking for ways to make our customers' experience a little brighter. Getting your car serviced is not always an enjoyable part of the day, especially if it is an unexpected repair. While you're visiting us, we LOVE to ensure you are well taken care of: we are happy to offer complimentary refreshments, shuttle rides, and especially the little extras, such as our Random Acts of Kindness. This always brings a smile to our faces, when we get to surprise our guests with a little extra love, ranging from free service work to a complimentary product. This gift is given at random, but always with a very good reason. All we ask in return is that the lucky chosen one pays it forward to someone else in need of a little pick me up!

Recent Acts of Kindness
Feeling the love - We were able to cover the the door code charge. Guest was so incredibly happy, and gave Chris a few hugs before she left and had eyes got a little watery at his kindness and thoughtfulness.

I wanted to complain - Guest was waiting, but the car didn’t go into the shop right away, and guest became frustrated as he was going to be late for another appointment. We were able to get him out of here on time, but a concern was not going to be covered under warranty, fairly upsetting. We offered to cover today’s service completely, which would more than cover the cost to fix the other issue. Eventually we were able to convince him to accept our random act of kindness. His response as he was leaving "I wanted to pay because I wanted to complain".

Overnight stay - We needed to keep the guests latest repair overnight, and Cathy wanted to thank them with a free mini detail through AutoSmile.

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