My letter text to the owner of Gault BMW:
Dear Ms Gault,
I want to extend my sincere thanks to your service team, led by Joe Kiesecker, for their outstanding “no-notice” support they provided me on Friday, October 23rd.
I was in Endicott that day for a busy day with clients and U.S. Government customers at the Huron building down the street from your place, having driven my 2015 550i up from the metropolitan Washington DC area the night before. For some reason that morning, the car started very rough, and a dashboard warning of “drivetrain malfunction, drive car very slowly” popped up. Uh oh. Very strange, not to mention the horribly rough ride two-mile ride into town from the hotel. And, I’m five hours from home on a Friday.
Remarkably, your dealership was just blocks down the road. Most importantly, Joe Kiesecker could not have been more accommodating. He took my call out of the blue and immediately accepted a drive-in emergency appointment. He had one of his folks drive me to the Huron so I could conduct my business there while he took care of my car. Whew.
Nothing but superb service throughout by Joe and his team. He notified me when the car was ready, offered a shuttle to pick me up, and confirmed the car was fine, short of a possible software problem that triggered protection features. And that BMW is getting similar feedback as my experience, so I expect someday a fix will occur.
THIS is what I call service. Ms Gault, I simply cannot say “thanks” enough for the truly professional, methodical, and most importantly, personal attitude demonstrated by Joe and his team. Joe even called me the following Monday to ensure I got home OK and the car was OK (it was). I don’t live in Endicott and didn’t buy from Gault BMW, yet I was treated as a member of the community who had. Words cannot properly describe the experience I’ll never forget.
Perhaps your team can “bottle” this service model. Again, many thanks to you and your outstanding team!