A rocky start that was completely turned around by two great people -- Najib Noori and Rohan…read moreSharma.
Our experience with Dublin Toyota started off on the wrong foot. We had put down a $2,000 hold deposit on a specific vehicle, and the communication and customer service we received from the original sales associate left a lot to be desired. There were some pushy and rude interactions that honestly had us questioning whether we even wanted to move forward with the purchase.
When we finally came in on Labor Day, things unfortunately didn't start much better. As soon as we walked through the door, a random gentleman at the front desk said, "Oh wow, she's finally here," followed by laughter. Maybe it was intended as a joke, but given everything that had happened leading up to that point, it didn't feel welcoming or funny at all. At that point, we were genuinely prepared to walk away and request our $2,000 deposit back.
Thankfully, that's when Najib Noori, the sales floor manager, completely changed the experience for us. He brought us into the customer relations office, sat down with us, listened to our concerns, and was extremely welcoming, professional, and helpful. He never made us feel pressured or uncomfortable. Instead, he understood why we were hesitant and worked with us until we felt comfortable moving forward.
Honestly, if it wasn't for Najib, we would have walked away from the purchase. He did what great management should do -- he listened, understood the situation, and made us feel valued as customers.
From there, we worked with Rohan Sharma in Finance, and he was equally fantastic. Rohan made the financing process easy and comfortable. He showed us two loan offers and explained that only one had come back initially, while the second approval was still taking some time. He told us that if the second offer came back with a lower interest rate, he would call us and use that option instead.
And he actually followed through. As we were walking out toward our new vehicle, Rohan literally came running out to us to let us know that the second loan had come back with a lower percentage rate and that he was going to use that offer for us. We were genuinely so happy and grateful that he took the extra step to make sure we received the better financing option.That kind of service is what you hope for when making such a major purchase.
So while our initial experience with the sales associate and front desk interaction was disappointing, Najib and Rohan completely changed our perception of Dublin Toyota. They turned what could have ended with us walking away and getting our deposit refunded into a purchase we ultimately felt good about.
Huge thank you to Najib Noori and Rohan Sharma. You two were the best part of our experience and made us feel comfortable, respected, and taken care of. Thank you, fellas, for making our experience what it should be for every customer who walks through those doors.
Dublin Toyota -- take care of these two. They're a great representation of what customer service should look like.