12/12/09

Dear Mr. Chambers,

I have just purchased my first car from your organization and I want you to
know about all of the fabulous people on your team and the reasons why I
purchased from you rather than any of the other BMW area dealers.

Although I started out in your Sudbury store, Joe Conway in your Boston
store ultimately handled my purchase.

Joe is a superbly customer service oriented sales person. His personal style
and his attention to the many details involved with my CPO purchased car is
very impressive. Further, his product knowledge far surpassed the level of
other sales people I visited with as I shopped competitive brands and
non-Herb Chambers BMW dealers. I’m highly sensitive to sales technique
generally and have had many car salesperson interactions over the past 30
years. I can tell you that Joe Conway ranks in the top 1% of all of those
experiences. I’m not kidding here. If you don’t already know all the details
of how Joe works and what makes his approach work for customers, I suggest
you find out and use it as a template because it will drive competitive
advantage like nothing else.

I also want to point out how attuned the whole Herb Chambers BMW of Boston
team has been to me and my needs throughout this purchase. From my first
phone experience with the receptionist at the dealership (which was my first
contact) to the attention from the general manager (be sure to keep her!),
the sales manager and the finance person, I have felt just the right amount
of care from everyone. I have to assume that the person who processes the
registration had a role in my experience as well as I had an
out-of-the-usual request regarding that aspect of things and it was handled
above my expectations. It’s been a great team effort and one that solidifies
my positive impression of the Herb Chambers brand which is somewhat new to
me.

I also want to call to your attention the care I received from Chris Caputo
in the Sudbury dealership where I started this search. Since Chris sold me
my previous CPO BMW back before that store was part of Herb Chambers and it
was in Natick, I started out by visiting him and looking at the cars at that
location with the patient assistance of his sales team at your beautiful new
facility in Sudbury.

When I couldn’t find the exact combination of features I wanted there (in
terms of CPO stock available) I asked Chris if we could check with Boston.
This was on a Saturday at end of day. When Chris identified a vehicle in
Boston that seemed to meet all of my criteria, he offered to have it brought
out on the next available day which would have been Monday. At my own
election I decided to be at the Boston store the next day (Sunday) at
opening time because I didn’t want to risk losing the car to someone else.

In the meantime, I had called other MA BMW dealerships to inquire about what
they had just in case none of the stock available at Chambers met my needs.
I can tell you that while it seemed one of the dealers might have had a car
that fit my criteria, my previously positive experience with Chris in Natick
over several years was in stark positive contrast to the weak response I got
from the non-Herb Chambers dealer I spoke with. Those other dealers were
certainly very interested in my business, but their approach wasn’t even
close to the professionalism I was used to.

Overall, this has been a great experience for me, and I want you to know how
it worked. My long-standing experience with Chris Caputo in Natick and then
Sudbury is what initially brought me back to Herb Chambers when it was time
to get another car. My comparison of that experience to the initial phone
experience of other area BMW dealers, and  Chris’s quick identification of a
possible car at the Boston location, compelled me to take the trip into
Boston on a Sunday rather than to go to a BMW dealer outside of the Herb
Chambers family of dealerships. Then the experience I had overall in Boston
and most especially through the excellent responsiveness of Joe Conway
cinched the deal for me. I called the two other dealers from my cell phone
right from your showroom that day in Boston and told them I wasn’t
interested, left another message for Chris telling him we were taking the
car found at the Boston store, and then asked Joe to wrap it all up for me
which he did very well.

Please be sure to convey my high regard of all involved directly to them and
please do whatever you can to keep this kind of care a hallmark of your
operation. If you do, I will be very happy to recommend Herb Chambers BMW of
Sudbury and Boston to all of my friends for a long time to come.