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Northwest Acura driven to find new ways to deliver excellent customer service

Northwest Acura is a Winner in the Auto Dealer Import, Auto Dealer Luxury and Auto Dealer Service categories in the 2020-21 Readers’ Choice Awards. SUPPLIED

During 2020, Northwest Acura has continued its enviable level of customer service, based on the desire to always find better ways to serve clients.

This year, Northwest Acura is a 2020-21 Readers’ Choice Awards Winner for Auto Dealer Import, Auto Dealer Luxury and Auto Dealer Service.

“It’s nice to get recognition for what our staff tries to do every day,” says Northwest Acura general manager Joshua Lam.

The dealership’s slogan is: Northwest Acura — ’Cause We’re Different, and that includes setting their own standards of excellence, Lam says.

Many of the staff at Northwest Acura have been there for years, and in the industry for even longer, but before that, they were just regular vehicle owners like everyone else.

And they all recall the “pain points” of their own experiences with buying a vehicle or getting it serviced.

“So we reviewed all those pain points and then did our best to eliminate them and make sure it’s a smooth experience for our clients,” says Lam.

This year has meant extra work ensuring the health and safety of clients and staff, but it has also sped up the introduction of new ways to serve customers, in addition to the traditional sales or service experience.

“Every client is going to have different expectations on how they want to do business with us,” says Lam. “Whether it’s text messages, emails, phone calls, video chat — we have all of that available.”

He says people can request text message updates on their vehicle being serviced, or use mobile payment for a downpayment on a vehicle or to pay for a service appointment, and then pick up their vehicle without having to line up.

Of course, Northwest Acura has a full lineup of Acuras, including the latest RDX model, which is already the top-selling luxury crossover vehicle, the redesigned Acura TLX sedan, and is expecting a new version of the popular MDX in the next few months.

“It’s definitely an exciting time of year for the brand,” adds Lam.

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This story was created by Content Works, Postmedia’s commercial content division, on behalf of Northwest Acura.

I was looking for some USA importation documents. The staff were super helpful and familiar with the matter. They didn't require me to go in person, and provided the service quickly and efficiently. Great team!

Ehsan Shahidi

3 weeks ago

We booked an appointment with Effren prior to our visit. Awesome guy! He took us on a couple test drives and was knowledgeable and patient throughout. We eventually made the purchase which was a smooth process with Kevin. Post purchase we noticed a small cosmetic defect. We were able to come up with an agreeable solution. However, in the end, their customer service went above and beyond what we had expected to help out. Five-star experience!

Anthony Chan

3 months ago

Amazing staff and service! Sunny Khan really took extra care to help me find a car I could afford and love. He took special care to ensure all of my questions were answered and that I had full support. Buying a car is a big deal and everyone at Northwest Acura made sure it was an easy process. Being able to call Sunny with questions anytime is a nice thing, helps me feel more confident in my car. I highly recommend Northwest Acura for anyone looking to get a car that fits their lifestyle and budget.

rizwana shaikh

3 months ago

Superior Acura dealership in the city. Superior dealership period. My experience with the salesmen Noel, the finance manager Misha, the sales manager, to the service representative Chris. If you're looking for top notch customer service and a seamless purchase, this is the place to go. Thank you Northwest Acura team.

Matt Crivellone

9 months ago

Northwest Acura is amazing! I just purchased a TLX from them last week and had to share my great experience. Daniel McAlorum was the sale representative that helped me out. He took the time to hear my questions and concerns and then explain them to me in a clear and easy to understand fashion. There was no confusion, guessing, inferring, just clear cut and dry. He helped me pick the best vehicle for me whiten minutes. I can't recommend visiting Daniel and the team at NorthWest Acura enough. If you are thinking about a vehicle don't hesitate to go talk with them. Kevin Lu took care of my financing and was a pleasure to deal with. Just like Daniel he took the time to listen to my questions and explain it to me in a way that left me understanding it better than expected. The whole experience was fun and filled with excitement. The way buying a car should be! The whole team excels at customers service and as far as I'm concerned sets the gold standard for a dealership. Would have given 6 out 5 stars if possible!

Ray Krenzel

10 months ago

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