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Comments from Satisfied Customers
Subject: Sales
Good afternoon, Henry and Bob. Thanks much for your follow up.
I'd like to take a minute or two to offer specific thanks and feedback for your outstanding customer service.
- Your internet sales group responded promptly to my email request for information on my Saab.
- You went the proverbial extra mile by following that up with a flip phone video of the car.
- You answered my questions about the car (moonroof, in particular).
- Bob updated me with the actual miles (internet info was dated); I appreciated that honesty.
- Price negotiations were amicable and very reasonable. No haggling; you worked with me to meet my expectations.
- The car was detailed, washed and waxed and had a full tank of gas (!) upon our arrival.
- All the paperwork was ready and waiting upon our arrival.
- Someone in your finance office had made the necessary verifications, and my personal check was accepted.
- Following my purchase, Henry has followed up by both email and phone to ensure there have been no problems.
Many thanks for providing customer service that exceeded expecations.
Chuck Rapp
Subject: Service
Dear Mr. Haynes,
Typically after a warranty period expires I take my car to somewhere other than the dealer for maintenance. However my experience with the Bluegrass Saab service department has been exceptional and for the first time in my 30 years of car ownership I feel compelled to return to the dealer for maintenance needs. There is a reason for this that I thought you should know. This change is primarily due to Charles Short as the liaison between me and the gentlemen that perform the actual work on my car. Charles is very easy to work with and is knowledgeable about what may need to be done to my car. He goes out of his way to accommodate my schedule and my needs. Once I found myself caught up in my work and oblivious to the need to get to your dealership before closing. A quick panicked call to Charles calmed me down as he said he'd be there long enough for me to pick up my car. In addition to Charles, the work performed by your mechanics has always been done well. I don't have to bring it back to have something looked at again. This type of service team is truly an asset to your dealership.
To stop long enough to write a letter about one's customer experience is something I
rarely do but in this case I just had to tell you about the folks that work for you.
Sincerely,
Tony Taylor
2002 Saab 9-5 Aero Sedan
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