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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.

Great people and great team! Always had a great experience from the sales side. Service/parts is also great. Just dropped by last week because I needed some replacement plate screws for my TL Type-S (they just rusted out). Alan was super friendly and just gave me some new screws to go.

Jonathan Kwan

2 weeks ago

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 months ago

Great experience at Northwest Acura. Josh and Kevin explained everything and walked us through the entire process. Really appreciate how quickly the pickup went. Thanks so much!

Diane Dao

10 months ago

Helped my sister by a new RDX. Daniel was excellent! Extremely professional and knowledgeable. Really appreciated the no hassle sales experience.

Anton Vlooswyk

a year ago

From sales to service NW Acura is awesome. Chris and his service team really make for an enjoyable experience with wicked service and the whole team is professional and friendly.

Kurt Pedersen

a year ago

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