Letter sent to Brian - our Internet Sales Specialist:
Brian,
I want to thank you again for your prompt and, as always, incredibly professional follow-up after the sale, something sorely lacking in my past experience with other dealers. You, (as well as the equally professional Dom and of course, the wonderfully charming Josie), have been nothing short of amazing in your performance, from your response to my very first inquiry to this latest transaction.
As I explained when we first met, it's very difficult to place my trust in any dealer after some past experiences buying both new and pre-owned vehicles, and to buy not one, but two, in long distance transactions where the vehicles weren't driven, or for that matter, even seen, prior to the purchase should tell you and your team just how strongly the totally positive impressions made by phone were, in that I felt completely comfortable spending, in essence, approximately $70,000 in the last several days with your dealership!
Had anyone who knows me been told I would do such a thing, especially on two pre-owned vehicle's, without even a cursory in-person inspection prior to the purchases, I assure you they would have said such a thing was not only impossible, but the very notion of it laughable!
But you, and Dom, and Josie, who was my first contact (and if that first contact had been anything other than fantastic, we would not be where we are today), made me feel as though I was dealing with family, and my trust, so hard to earn, was won over completely in just few days!
I could go on and on about how great I feel about your dealership as a result, but I think by now you get the picture!
You and your team have not only earned my trust, but my loyalty as well!
I have already told several of my local friends about our deals, and I have insisted that when they are ready to purchase a vehicle that they contact Josie so that she can put them in your hands, and I would never do that unless I felt completely secure in the knowledge that you and Dom will make sure they drive away as I did, excited about their new vehicle and happy with not only the price, but more importantly, the outstanding service you all provided!
Warm Regards,
Richard S.
PS: I don't have Fred Perrine's email address, or I would have cc'd this email to him. Can I ask you to forward this on to him? I'd love to thank him personally for the tone he has set for his dealership, as it is obvious to me that the standards he sets for his business are not solely based on getting the most he can out of every customer's pocket, as most other dealers will try to do.
He has set a standard of exemplary customer service, and that has resulted in gaining not just one sale, as other dealers with their tactics might accomplish, but a life-long relationship that will assure the customer not only comes back again and again for future purchases, but will recommend to everyone he knows that they do the same!
It's obvious to me that he is nothing short of brilliant in this business strategy, especially in this difficult economic climate, and I have no doubt his business will stand as others continue to fall by the way-side!
PPS: To Mr. Perrine: Please consider opening another store here in south jersey! We don't have a local dealership that sells your brands that we can depend on for the level of service you provide! While I can assure you my friends and family will continue to purchase long-distance from you, there is an entire market that is now open as a result of local dealers that have closed, that would happily come to you here! My only regret in your location is that I can't come to you for service for my vehicles! I'm certain that if the service department is even half as professional as your sales department, everyone I know would bring their vehicles to you for service regardless of where they had purchased them, and I have no doubt any past purchases elsewhere would be quickly traded in for new vehicles once they met your sales staff!