Dec 2, 2009

I took your service survey tonight and it reminded me to drop this
note – I hope Herb and Melissa Steffy see it.
I had my company purchase a used 325xI from from you in late
June of this year.  The salesman was Richard Baldani.  Right now I can’t
think of any reason why I would go anywhere else for my next car and have
already recomended you to everyone I’ve talked car with, including clients.
I realize this car was a little outside your normal zone for age (5yrs) and
it had a couple of issues that proved a bit difficult to get through, but
that is precisely exemplary of what was so impressive. You have obviously
done a great job at instilling a corporate culture that promotes productive,
mature and genuine employees.  It is the rare place where the posters on the
wall actually ring true!  In fact, my experience wasn’t exactly perfect,
which makes it even better.  At one juncture there was clearly a mistep by
someone concerning a part and the timing of repairs, but the way it was
handled by everyone involved was absolutley outstanding. Calm, pleasant,
helpul problem solvers, the whole bunch.  I am bad with names but you can
check the record for everyone that was involved in the three visits I had to
make before the whole of the purchase deal issues were settled this October
(I travel, so thats not all on you)  Anyway, as good sales guys do, Richard
was on the front line sticking out and standing out.  After I was “stuck”
for a weekend with that beautiful new loaner – he came to my house, picked
it up and dropped off my “new” car at the airport for my return from a
business trip.  Give him a prize…I’m sure he’ll share the glory.
I can never be sure exactly how the money works in anyone elses business,
but I am highly confident that in my case, your long term approach will pay
off in spades compared to the short term hit you took at this marginal
little deal. But I guess you already knew that.  You have definately got it!
Oh, and I guess I’ve forgiven you for the promised $25 repayment of the
parking ticket I got while working on the purchase.  Nobody’s perfect.

Brian