Early last week I telephoned Mt. Kisco Honda to schedule a service appointment. I had the exceptionally good fortune of speaking with Iliana, who listened intently as I explained my Apple CarPlay was not syncing with my phone. She didn’t sigh or ask me to please hold—instead she replied, “Well, that’s annoying.” I loved her instantly. Although there were no appointments available, she squeezed me in when I told her I was going away on Sunday.
Once I arrived at the service department, I knew the “chaos coordinator” could only be Iliana. Although the office was teeming with customers and employees, she greeted everyone warmly, answered a steady stream of phone calls and completed paperwork in a cheerful, professional manner. I marveled at how one person could accomplish so much, so well and still remain smiling.
At a time when courtesy and efficiency are in woefully short supply, Iliana is the exemplar for customer service. I hope all of you recognize what a rare jewel she is. I certainly do.
Sincerely,
Patty