When Eddie Palomba took over an underperforming service department in 2021, he saw potential where others saw problems. Starting with a team of just 26 employees and 17 service bays, he immediately set out to rebuild operations from the ground up. Today, that same department has grown to 52 employees, 37 service bays across two facilities, and a reputation as one of New England’s premier Honda service centers.
Under Eddie’s leadership, service revenue has tripled since 2021, and customer satisfaction has reached record levels. Honda Cars of Boston has earned Honda’s Customer Experience Award for three consecutive years (2022–2024) and ranked #1 in its Metro Boston District for customer experience in both 2023 and 2024. The department has also been recognized with Honda’s Fixed First Right Award from 2022 through 2024, with another win expected in 2025.
Eddie’s vision extended beyond expansion—he built an express service department in 2022 that went on to earn Express Elite status in 2023, one of only 65 Honda dealerships nationwide to receive the honor. His focus on team development, process improvement, and an unwavering commitment to the customer experience has transformed the department into a model of operational excellence and leadership within the Honda network.
