July 23, 2010
Dear
Mr. Okla:
On
06-Jul-2010, our family was on the beginning leg of our vacation to Michigan. Just west of Madison, our 2005 LR3 started to make a bad
noise. I called your dealership and spoke
with Ms. Olson, the Service Advisor.
After explained the noise to Ms. Olson, we determined that it might be a
bad wheel bearing. Ms. Olson then
proceeded to guide me directly to the dealership. Once we arrived, Ms. Olson kindly greeted me
and had the service technician, Eric Mohs, waiting to take our vehicle for a
test ride which confirmed the bad wheel bearing.
Knowing
that we were on our vacation, Eric immediately went the parts department to
confirm the part was inventory. He
stated that he would be more than happy to repair the vehicle that night however:
he needed to collect his children. Eric
ensured that if I left the vehicle overnight, he could finish the repair by
11:30 the next morning. In the meantime,
Ms. Olson had arranged for a rental car and we were off to our hotel for the
evening.
At
10:00 am the next morning I received a call from Ms. Olson informing the
vehicle was finished and ready to be picked-up.
Your staff under-promised and
over-delivered in all aspects of the service experience. Please congratulate them on a job well
done! This would also include the
receptionist, Alexis Mondel and the last person I talked with at your
dealership, Steve Gitzloafl the porter.
It's
clear that everybody at Fields Automotive Group/Waukesha believes and is
trained in customer satisfaction. Keep
up the GREAT work!
Thank you again!
Regards,
John L. Jordan
