Hi William—

I purchased a Mini Cooper Hardtop from your Knauz dealership in September of 2010 and I’m writing to tell you about my experience in your service department.  People are usually very quick to write letters when they have a bad experience and I believe a job well done deserves equal attention.  Happily, I’m writing to commend your staff for consistently going above and beyond the normal call of duty.  Working with Mini service manager Dave Rolain and senior “Mini Guru” Steve Porch proved to be a terrific experience. 

 

I work in the information technology industry, where broken promises are often times the norm and it was refreshing to work with such talented and diligent individuals.  When they said they would call, they actually called!  What a concept!  When I called and left them a message, they consistently called right back with solid information.  Further, I think it’s a testament to their professionalism that when they did not have an answer to a specific question, they didn’t make up an answer to get me out of their hair, they said, “I don’t know, but I’ll find out.”  I’ve trained many, many sales reps over the years and the hardest lesson for a new sales person to grasp always seems to be this; people understand errors and mistakes, they don’t understand being lied to.  It is clear to me that your staff understands this concept and I think it’s rare to find such honesty and integrity.  Clearly your dealership fosters a work environment that precipitates this sort of outcome. 

 

Thank you for putting the all-important task of customer service in the hands of such capable people.  I will gladly tell others about my experience and look forward to utilizing your dealership’s services again in the future.