Lexington BMW Customer Thanks Peabody Service Manager
This is a letter set to BMW of Peabody from Brian Herlihy who lives in Lexington, Massachusetts. The letter was addressed to our Service Manager, Bob Stone. This letter is a great example of how our staff goes the extra mile for our BMW customers. Whether you live in Lexington, Essex County MA or anywhere in New England, we strive for the complete satisfaction of our customers.
Dear Mr.
Stone,
My name is Brian Herlihy and I’m leasing a 2007 328 from BMW of Peabody.
This is the 3rd car I have owned or leased from you. This is also the
2nd letter I have been compelled to write – the first being about Jamie
McCoy and the incredible experience I had from a sales perspective. Even
more important to me is the service I continue to receive from BMW of
Peabody. It’s probably a very easy (and very cost effective) to sell me
a car and then cut me loose to deal with the difficulties of service.
This has not happened and BMW
of Peabody has MORE than gone out of your way to ensure my complete
satisfaction.
THANK YOU DAVE BUCHANAN. I would write this entire
e-mail in capitals to express how sincerely appreciative I am of his
efforts during the past weeks. I had scheduled a routine oil change
which of course is a fantastic experience on its own – comfy chairs,
wi-fi and coffee are all a nice touch. However, Dave noticed a bend in
my aftermarket rims which caused a tear in my tire…a tire that needed to
be ordered and took 3 days to do so. During this time I needed a loaner,
traveled for business, and Dave coordinated with my sister for the new
tire as well as with Rimpro to fix the bend in the rim. This was all
very stressful knowing that work, travel, and picking up/dropping off my
two boys were all jammed into a 4 day period. Dave’s response was “don’t
worry about it”. Do what you have to do, take the loaner (which was a
beautiful 3 series coupe) and I’ll take care of it”. And he did. But
that wasn’t all.
Two days later, I hit a pothole and although the aftermarket rims look
great, that same rim that Dave fixed a few days previously, completely
folded and I woke up to a flat tire…this on a day where my dog needed to
go to a vet for emergency surgery. This was NOT a good day. Dave’s
response again was “don’t worry about it”. The car was towed to
Centennial, I was able to get a ride to the animal hospital where
surgery saved my dogs’ life, and I was able to get back to Dave for
another loaner. I was able to pick up my stock tires, bring them back,
take the loaner to pick up my kids, and keep the loaner overnight. When
I arrived back the next day, my car had the stock wheels back on it, the
aftermarket wheels were bagged and in the car, and I was on my way!
Dave’s response was “how is your dog?”
Most importantly, one week of hell only cost me rim straightening (pass
through cost to Rim Pro), plus the labor associated with putting my old
tires back on the car.
Mr. Stone, I truly appreciate Dave’s efforts and the continued
support/service I receive from BMW of Peabody. Please thank Dave for me.
There are stories like the above that your customers should know about
when purchasing. Not only is the product superior, but the value of the
service you provide is priceless. I will continue to come back
to BMW of Peabody for every car I’ll own for the rest of my life.
Brian Herlihy
Brian Herlihy | Vice President of Sales
Eventus Marketing, Inc.
4906 SW 72nd Avenue, Miami, Florida 33155
tel 781.454.9948 • fax 305.668.4143
email
bherlihy@eventusmarketing.com