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Ongoing Customer Service...
it doesn't stop when you leave our doors.
We invite you to learn about the Customer Care programs we have in place:
Our goal at Rolf's Import Auto Service is to handle all issues related to your vehicle so well that we earn the privilege of managing the lifecycle of all of your vehicles, your family's vehicles and your friend's vehicles. In order to accomplish this, we know we need to perform the highest quality work on your vehicle at a fair price.
The service our customers receive doesn't stop when they leave our doors. It continues on. We know that our customers rely on us to take care of their vehicles and ensure that they have a safe, comfortable ride. It's been this way for over 35 years, and we intend to continue this tradition of customer care for years to come.
We don't want you to need to think about the health and longevity of your vehicles. We will do that for you. We are going to accurately alert you when you need to come in for needed services or when we feel we need to discuss your vehicle's history. This is achieved by using a highly intelligent system of reminder mailers that follow the custom schedule for your vehicle, adjusted to your specific driving habits. When you get a reminder mailer, just give us a call.
We will also follow up with you on the phone after the service to make sure everything is okay. This is also a chance for you to help us. We want to ensure that everyone in our organization is representing Rolf's properly, giving top quality service and doing a great job. You can help us do this by letting us know how you felt about your recent visit to us when we call to follow up with you. We want to make sure that we are worthy of your business.
We believe that if you trust us to work on your vehicle, we better back up our work with a National Warranty and a 24-Hour Roadside Assistance Program. We want you to know we believe in ourselves enough to offer these valuable services free of charge, from coast to coast. Again, we want to earn all of your business and keep it for life.
With the National Warranty and 24-Hour Roadside Assistance Program, you will receive a membership card that doubles as a Loyalty Rewards Card. After all, you are doing what we ask by properly maintaining your vehicle, so we are going to set aside money from each of your visits for use at our service facilities in the future!
To read what our customers have said about our service, click here!
If you have any comments or questions, we want to hear from you. You can email us at manager@rolfsimport.com or give us a call – in Lakewood 253.777.4936 or Fife 253.777.3226.
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Customer Care Reminder Program
It is absolutely crucial that we tell you when your vehicle needs attention. When you get one of these reminders, just give us a call to review the items that may be needed. Here are examples of mailers that you may receive from us:
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Oil Change Reminders
If you choose Rolf's to change your oil, we will send you a reminder mailer when you need it based on your specific driving habits AND the type of oil you use. At Rolf's, we believe that you should change your oil every 3,000 miles if you use regular oil and every 5,000 miles if you use full synthetic. Many manufacturers are extending the recommended oil change intervals and we know this is not the best way to maintain your vehicle.
Scheduled Maintenance Reminders
Every vehicle has a schedule that needs to be followed to some degree. We will send you a reminder for all of the major intervals you need to be aware of. Again, just call us on the phone and we will discuss everything that may be done. We will determine together what needs to be done and set an appointment.
Technician Recommended Service Reminders
When you service your vehicle at Rolf's, you may not want to do everything that we say should be done at that time. We will send you a note a month later just to remind you of the recommendations that were made and you can choose to have them done when you are ready. |
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Customer Care Follow Up Program
We will call you within two weeks of service to make sure everything is okay with the work performed. If you have a problem or are in any way not satisfied, Mark will call you and make sure a remedy is found. Each member of the Rolf's team wants to make sure you are completely satisfied. This will allow us to make necessary adjustments to the customer experience.
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Customer Care Loyalty Rewards Card Program
We are asking you to help us manage the lifecycle of your vehicle by calling us when you get a reminder mailer and staying current on oil changes and important preventive maintenance intervals so...WE BETTER REWARD YOU for doing your part! Membership into the program is FREE. Look for additional benefits in the reminder mailers or when you are in the shop. We will occasionally offer special discounts exclusively to Loyalty Card members.
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Earn Dollars Toward Future Services
When you come in for service, simply present your Rolf's Customer Care Loyalty Card and you will earn dollars on your card that can be used for future service visits. You can use them when you come in next time, or save them up! You can also buy a Loyalty Card as a gift to give to a friend or relative.
12 Month / 12,000 Mile Warranty
We believe we have the best technicians and the highest quality parts you can find, so we back up all of our work with a National Warranty. Our 12 Month/12,000 Mile Peace of Mind Warranty is highly exceptional in today's marketplace. Click here for details about Our Warranty.
24-Hour Roadside Assistance Program
We know that our customers rely on us to take care of their vehicles and ensure that they have a safe, comfortable ride. We want to make sure that our customers are taken care of, wherever they are. That's why we offer a complimentary 24-Hour Roadside Assistance program to all our customers when they come in for service. Click here for details about our 24-Hour Roadside Assistance Program.
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Early Bird / Nite Owl Service
Although we have convenient hours of operation (7:30 a.m. to 5:30 p.m. Monday through Friday), we know that sometimes our customers’ busy schedules does not allow them to be able to bring their vehicles in during those times. To accommodate our busy customers, we offer an Early Bird / Nite Owl Service.
Click here for details on our Early Bird / Nite Owl Service.
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Email News and Tips
At Rolf's Import Auto Service, we are committed to helping you maintain your vehicle in optimum condition and performance. This committment to your vehicle doesn't stop when you leave our facility. We now send out email news and tips that you can use to help you maintain your vehicle and keep you driving safely and comfortably.
Click here to sign up for Email News and Tips!
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