11/17/09
To Mr. Herb Chambers,
I was going to write a long hand written letter and leave it for you at the
dealership but this seems even easier. I wanted to write a completely
personal letter regarding my experiences at this dealership.
I have held a number of positions in my life where customer service is vital
and in a world where advertising one’s business as custonmer service
friendly, it is rare to find a place where reality far surpasses promises.
That is the case with your dealership. It is an absolutely extraordinary
business where you literally are made to feel that each person working
there, whether they are dealing directly with you or just passing you in the
lobby, care a great deal about you and it all feels totally sincere.
Our actual experience with your dealership started at its previous location.
We had purchased a pre owned Lexus in 2001 from a very bad dealership in the
Worcester area but living in Weymouth, we used your Norwood place for
service and were fortunate to have Rich McMillan back then. AFter many
years, I ended up buying a pre owned Lexus at your Sharon dealership and
Rich was instrumental in a very personal way this past week.
There are actually 3 people I wanted to single out in this letter; Joe Bere
who sold me my vehicle, Ronnie Travers who has been an absolute angel to
deal with in service, and Rick Mcmillan who helped me in making some
difficult decisions.
My wife is mentally disabled and Joe became aware of this last year when he
sold me my RX 330. This is only relevant because we brought her older
vehicle in for repairs and found that it was possibly going to cost us more
than we could afford to repair it. Without even being asked, Joe called me
the next day trying to find any way to put together a deal to help us buy a
newer car. Although he did not realize how attached to her previous car she
was, it was a great gesture.
Ronnie is just an amazing serviceperson and an amazing woman. Her caring
ways and love of animals created a very specific bond as she worked to help
me with the car stuff. Someone starts out as just a person you deal with for
a car and by the time you are finished, you have an honest friend as well.
She worked so hard with the service dept to get my wife’s car safe and at a
cost we could afford. Due to Patty’s disability, this was a HUGE thing for
us. Even my wife joined me to pick up the car and thank Ronnie personally.
Rick was very helpful all the way through in looking for ways to make the
repairs the right ones for us at the best cost. All of these people together
are amazing.
PS: Evn the attitude of the people behind the food counter as well as the
casheres adds to the whole atmosphere of warmth and caring.
Sincerely,
Richard
