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