I spent the better part of the day yesterday at D&R test driving late model Certified Pre-Owned 3 series sedans and coupes. When I first walked into the building, it was very busy so I wasn't greeted. I walked straight back to an office where several employees were gathered, stuck my head in and asked if there was a sales person available. Tony Perry was first to speak up and I am really glad he did because he was wonderful to work with! Unlike some of my prior encounters with D&R reps, Tony was down-to-earth, polite and genuinely concerned with helping me find the "right" car for me.
I didn't know exactly what I wanted but provided Tony with some must-haves. He was very patient. In fact, he kept bringing different options to show me; pulling the cars up to the door all warmed up and ready to test drive. He provided honest/candid input when I asked questions and worked with me to stay within my budget. Towards the end of the evening, I had finally selected my car and completed financing. It was late and most people were gone but Tony stayed with me, sitting in my new car patiently explaining the operation of all of the many features.
Tony demonstrated three key characteristics of excellent customer service: he listened, he was respectful and he was honest. I believe it is these things that helped me find the right car at a fair price.
I should also note that Ed Knight, the finance guy I worked with, was also very kind and helpful. He was able to get me a great rate and made the finance process quick and easy.