Wednesday, February 02, 2011
Dear Mr. Chambers,
Rarely do people today take the time to acknowledge great customer service
when it happens, and this is probably even more the case when it comes to
buying a car. But I wanted to take a moment to share with you a few
comments regarding my recent experience at Herb Chambers Cadillac in
Warwick.
My lease wasn’t up until April but I decided to begin looking early for my
next vehicle. I stopped at numerous other dealerships and was less than
impressed with the individuals I talked with. I felt as if I was an
inconvenience to them and since I wasn’t buying on the spot that day, that
they couldn’t be bothered with me.
When I stopped in at your dealership I was promptly greeted by your sales
consultant, Al Cave. We chatted for a few moments and he informed me that
he was waiting for a client to finish with finance, but that he would be
happy to get another sales consultant to assist me. I informed him that I
really just wanted to pick up some literature on the SRX and that I’d like
to make an appointment to return for a test drive. He promptly gathered
my information, gave me the brochure on the SRX along with color samples
and I was on my way. Later that afternoon he called and scheduled an
appointment with me. This was the first sales consultant from any of the
dealerships to actually follow through with a phone call.
When I came for the appointment he had an SRX ready for our test drive and
was knowledgeable and courteous throughout the test drive. He knew that I
still had time on my lease and yet I felt that I was the most important
customer he had. After that he followed up ever couple of days to see if
I had any questions and invited me to return for another test drive if I
felt I needed one.
To make a long story short, I decided to end my lease early and move
forward with the purchase of the SRX because of the quality of the service
I got from Al. When we sat down to complete the transaction it was
discovered that the vehicle I had selected had just been sold. Al
immediately identified a similar vehicle matching the needs and color I
had specified and we were able to complete the deal in no time at all.
When I came to pick up the vehicle the following day, it was in pristine
condition, and again Al’s knowledge of the product was obvious as he
talked me through the new car, the On Star, and synching my cell phone
with the blue tooth. All in all, it was the finest car buying experience
I have ever had.
As a real estate broker I know how difficult the sales field is, so when I
encounter great customer service, I feel it deserves acknowledgement.
You’ve got a winner with Al and I just wanted to let you know.
Sincerely,
Bill
