To Toyota’s Management,
I am writing this letter because I want to recognize the outstanding service I received from a valued member of your team; Mr. Alex Klopouh, at your DARCARS Toyota, Silver Spring Dealership, three months ago, on March 1st.
On this occasion, I needed to buy a new 2015 Scion FRS, which was located at another DARCARs lot, appraise my 2007 Camry Hybrid, and if all went well, to trade it in.
To assist me with such request requires concentration, skill and efficiency. Mr. Klopouh listened carefully to my needs and multiple requests, and proceeded to give me detailed instructions on the best way to make it happen. Alex is very knowledgeable, and I’ve learned to trust him completely over the years, he did his job “perfectly.” This made my day! I felt as if I was, once again, being given VIP treatment, even though, I know that Mr. Klopouh treats each customer with the same respect, courteousness, and level of care, as he treated me.
After I assigned that special task to Mr. Klopouh, I still had to consult him about other car related issues unrelated to this deal. He proceeded to assist me with a big smile on his face, and again listening intently. I felt understood. And he made a complex process seem so easy, that I no longer have to worry about going to a car dealer and being take advantage of.
I am amazed by the teamwork that takes place at this dealership. Mr. Ethan Rossignol, the General Manager, gives a lot of support to the sales team, and pays a lot of attention to the customer. He makes sure their needs are met, every time. He is extremely friendly. He came to say hello to me, and then, we started joking together.
Toyota’s management needs to know that you have an amazing team working at DARCARs Toyota, Silver Spring Dealership, but I would do a disservice if I didn’t highlight how special and satisfied I felt during my visit to the dealership and purchasing process, because of how Mr. Klopouh handled my purchase.
I also want to recommend the wonderful service offered by Mr. John DeSouza, a remarkable, and very professional Finance Manager.
Mr. DeSouza has been friendly and very helpful to me in other occasions, but this time he went above and beyond the call of duty to provide “absolutely outstanding customer service.”
Based on my experience, I can assure you that Mr. Klopouh enjoys his work, and his experience, and his high level of efficiency, make him a valuable member of your organization. This happened three months ago, and I still can’t get over how well I was treated.
I have already told my friends and family about how special I feel as a repeat customer of DARCARs Toyota, and my family and I are taking full advantage of many of the excellent vehicles the Toyota model lineup has to offer.
I could not give you feedback or a single tip on improvement, because you have mastered the art and science of excellent customer service… Keep hiring wonderful, talented individuals, who make a difference in customer’s lives every day, as in the case of Mr. Alex Klopouh.
German A. Rodríguez
Happy DARCARS Toyota customer
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