Acura of Las Vegas earns marks for customer service

In the car business, the Customer Service Index is considered of utmost in importance since customers judge an automobile dealership in various categories.

Acura of Las Vegas, 7000 W. Sahara Ave., scored high in both regional and national ratings in 2011, according to Acura National headquartered in Torrance, Calif. The dealership was rated No. 1 in its district (Nevada, Utah, Arizona and Colorado).

"We have always been in the top echelon," said Acura of Las Vegas General Manager Tim Donnelly. "However, this is one of our highest scores in years and we are very proud of our work especially considering that we're also No. 1 in Nevada."

Louie Doblado, who has worked for Acura for 22 years, measured the success of the ratings.

"We can live or die by the CSI," Doblado said. "The CSI has a lot to do with customer retention and promoting new Acura business. During what were some tough times for the past three years, this shows that everyone in this dealership is committed to our customers in every facet including sales, service and parts."

General Sales Manager Chris Biehl said the positive response has been evidenced by reactions from customers of the dealership.

"I cannot tell you how many times customers have gone out of their way to thank us," said Biehl, who has been in the car business for almost 11 years. "People buy us bottles of wine, take us out for lunch and buy us tickets for shows."

Biehl, 40, said many customers are frightened when they walk into a dealership.

"There is no better feeling than having the customer leave and express their gratitude for the easy transaction," said Biehl . "Helping someone get into their new vehicle truly generates one of the best feelings ever and we're proud to be a part of the industry ."

Biehl also said the dedication to the industry was illustrated by Acura's recovery from one of the most devastating national disasters in history, the 9.0 earthquake March 11 that triggered a tsunami a short time later.

Acura of Las Vegas is part of the Super Store Auto Group, which has five stores in Southern Nevada and more than 26 in the country. For more information, contact the dealership at 702-367-7000 or visit www.lasvegasacura.com.