In the past, bringing my car to a dealer for repairs has not done much to build dealership or brand loyalty. After all, a car is not supposed to need repairs. If something has gone wrong its certainly not going to make me loyal to the brand..
On the other hand, when problems arise and things don't go as you expect, I really learn what a company is made of.
I recently had a performance problem with my 2005 Cayenne Turbo. I made the mistake of bringing the Cayenne to my neighborhood service garage. Its a great garage that I've used for years, and they only charge $75/hr for labor. The problem turned out to be with my fuel pump, and the complete bill came to $595. I left the same day and the car was running great!
Until it started stalling, four day later. It would only run for 20 seconds then stall. This time I brought it to Jack Daniels Porsche.
The service representative Brooks, has to be one of the most personable, friendly, and helpful reps I have ever worked with. He squeezed me into the schedule, fixed me up with a great loaner car, and promised to call me within a day.
Brooks did what he said he would, he called and explained that the car was out of gas. This was a shock because the garage read half full. It seems that the neighborhood service garage had tangled the gas tank sensor with a harness, and while my gauge read half-full, the tank was empty.
The sensor was fixed, so I asked Brooks to take care of a couple of other things.
While the additional repair process proved more complicated than I had hoped, it gave me a chance to meet Chris Dodin, the service manager.
Things sometimes do go wrong, its just the way life is. But when things go "wrong" it gives a company an opportunity to show why they are a good company. They get a chance to exceed your expectations, and as I've learned, that builds loyalty.
My experience in dealing with Chris Dodin, has done more to build loyalty to the Jack Daniels dealership, in to the Porsche brand. In the past, I've purchased all my new Porsches from different dealerships and I've used the closest dealership to perform my service.
Chris Dodin changed all this.
I will buy a new Porsche soon, probably a diesel Cayenne. As long as Chrs Dodin is still employed at Jack Daniels, I will continue to buy and service all of my cars right here.
Thank you Chris.