5/25/09

I just wanted to write a quick note to tell you what a great experience I had working with Keith Banks-Obanor at Honda/Boston. I am the type of person who does my research and always walks into a dealership with low expectations. We originally went in to look at a used Accord. We left in a brand new one! Why? Keith treated my wife and I with the utmost respect. He knew exactly what we were looking for and made it happen at a very good deal. The car buying process was smooth from start to finish. Because of him, you can expect me to refer people to him and your dealership. Give him a promotion!

Thank you,

Dan

5/14/09

Dear Mr. Chambers,

Last week, I purchased my fifth Mercedes at Foreign Motors West in Natick.  In August of 2008, I convinced my husband, who swore he would never drive a Mercedes, to purchase a Mercedes SUV.  So, in the past nine months, we have purchased two Mercedes from your Natick dealership.  I thought you might be interested why we keep going back there.  There is only ONE reason why and that reason is Ken Black!  Ken is the most professional and sincere person that I have ever met.  I know that no matter what happens to my car, I can pick up the phone and Ken will take care of me.  The honesty, sincerity, and genuine caring for your customers is what Ken displays at all times.  I can’t tell you how important it is for me to feel safe in my car and how much it means to me that I know Ken will always do what is right for me and my family. 

I know that more often than not you only hear about the things that customers feel need to be improved.  I wanted to be sure to give you positive feedback and to give credit where it is immensely deserved.  Last week, before I even went over to Foreign Motors West, I called Ken.  He was on vacation so I left a message for him to call me when he got back in the office.  Within 30 minutes of leaving that message, Ken called me back!  You are so lucky to have such a dedicated employee and one that is checking his messages while on vacation.  As you know, dedicated employees are very hard to find!

I always comment about Ken in the Service Customer Satisfaction Surveys that I receive but I am never sure that he gets the credit and recognition that he deserves.  Please recognize Ken and let him know how much he is truly appreciated.  If it weren’t for Ken, I would not have purchased my last four vehicles at Foreign Motors West and I certainly would not have purchased two in the last nine months.

Thank you for taking the time to recognize Ken for all his hard work and dedication.

Best Regards,

Rosemary

Herb:

I wanted you to know about the wonderful experience I had in buying a new Ford Flex lat week.

In today’s world, where “good enough” seems to be the norm, and bad experiences seem to be the most remembered, I wanted to call your attention to a degree of excellence and professionalism that is sadly unexpected these days.

The sales person that helped me was George Asare in your Westborough Ford Dealership. He was patient, courteous, helpful, professional, and above all, a true gentleman.

Sure, I was pleasantly surprised by the improvements in quality and features that Ford has achieved, as well as the great staff you have on hand in the Westborough dealership. And this is the second vehicle with a Herb Chambers label on the back, so needless to say I’m a big fan of the guiding principles you’ve put in place for your organization. But working with George was a real pleasure.

George helped to make sure we got exactly what we wanted in our new car, answered our questions straightforwardly and honestly, and helped to make the whole process go very smoothly.

The difference maker with George was more about how he accomplished these things with elegant dignity, with calm and gentle enthusiasm, and above all by listening and understanding what was important to us.

Anytime you get a new car it’s exciting everyone wants to hear about it. I haven’t hesitated in telling everyone to Go see George.

And finally, a thank you to you Herb it’s clear that you have always put your customers first, and it’s also clear that you believe that the best way to accomplish that is with the highest quality people.

Thank George for me the next time you see him.

All the best.

5/14/09

We would like you to send a letter of thanks to michael Parslow, one of the service advisors at your Honda dealership in Westborough. We have had some major things happen to our honda crv…twice…Mike handled the situation in a profesional & timely manner. He is an asset to your organization and we felt it was necessary to let you know…Again, send a letter of comendation to Mike on our behalf…and keep one in your folder.

Sincerly,

Richard & Donna

5/12/09

I recently bought a Smart Car from your dealership and had it on the road for about a month when I experienced a strange problem.  I was unable to move the shift from drive to any other gear.  I panicked and called the service department.  I was told that you close at 7 so if I could get it in by then they would help me out right away.  It was about 5:30 and I was in Waltham so I wasn’t very worried.  Then I hit an amazing amount of traffic and ended up getting there just as you were about to close the doors.  Nathan Haugh, one of your service consultants listened to my issue, called the Smart technician, who had already gone, and fixed my problem himself in about 15 minutes. 

I am very impressed by Nathan’s committment to service and the dealership’s committment as well to support employees like Nathan who are willing to go the extra mile to help a customer in need.  I am very happy that I chose to do business with you and I can assure you that I will do all my future auto purchases through one of your dealerships.

Keep up the good work!  -Sue