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Best Practices

ReScore® Spotlight: The Fast and Friendly Service by Continental Transmission

Welcome to another edition of our ReScore Review Spotlight, where we bring you inspiring stories from within our network of businesses turning customer feedback into success.

Today, we turn our spotlight towards a long-standing pillar in our community: Continental Transmission, a AAA-approved auto repair facility, located in Seneca, NY. With over 45 years in business and four locations in NY, Continental Transmission has built a legacy of quality service and customer satisfaction.

Their dedication to these values was recently put to the test when James, a customer, left a 2-star review. James had spent $2300 on a transmission rebuild but encountered problems on the same day he picked up his vehicle. The car wouldn’t start in park, and the transmission was slipping. Understandably, James was not satisfied.

Continental Transmission’s response was prompt and professional. They expressed regret for the less than perfect service and thanked James for his feedback. The response read:

“Thank you for taking the time to review our service, James. We are sorry to hear that your experience with our transmission was not up to our standards. We take pride in the work we do and take these matters seriously. Please contact us so that we can find a solution that works best for you.”

True to their word, they followed up and resolved the issue. Five days later, James updated his review to a glowing 5 stars:

“Thank you!! For making it right great service. Thanks again fast and friendly service with my problem.”

This turnaround story underscores the importance of responsiveness and a sincere dedication to customer satisfaction. Continental Transmission has shown us that even a business with over four decades of experience can benefit from carefully listening to its customers and acting swiftly to correct issues when they arise.

Let’s all take a page from Continental Transmission’s book. Our customers’ feedback is a gift that helps us improve and continue to provide excellent service. Stay tuned for more stories in our ReScore Review Spotlight!

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