My first experience with the Ken Garff organization boded poorly in the end for me, but that was seven years ago, and (thankfully),Graff had the good sense to hire an entire new staff at their Orem, Utah facility.
After owning a dozen Porsches, I thought about changing brands to a "more exotic" badge--one from Italy or Great Britain, actually.
My bias changed, however, when I met the new Porsche manager, Scott Callister, and his two rock star sales guys, MJ Sherwood (the freshman) and Jamie Jensen (the veteran). I was treated so completely differently than the last time I was in the Garff parking lot. In fact, here it is, October, and I have since purchased three cars from these guys within the past five months INCLUDING two Porsches (and an Audi for my daughter).
I must confess, however, that the idea of "selling up" is mastered by the Orem manager, Tom Buckley. Were it not for the invitation I received from Tom and Scott to join them on the race track at Miller Motor Sports Park back in June, to test-drive some of Porsches new line-up (all of them, actually), I would not have bought a third car this year. In fact, I bought the lead pace car they used that day--directly because of my experience at the track and with that car.
And when it comes to "Service" I have to confess, if I had the chance to hire Brandon Rigby away from Garff to work in any of my clients' Services organizations, I'd do it in a heartbeat. The guy knows how to accommodate his customers (as well as sell them!): When my 2003 996 turbo needed its scheduled maintenance, Brandon "loaned" me a new Panamera. My experience with that car was amazing, so guess what will replace my 2005 Cayenne Turbo next year? Thanks, Brandon, for compelling me to spend more money--no--"invest" more of my time in yet another wonderful Porsche vehicle.
I can say, having been involved with more than $500 million in mergers, and $50 billion in large-scale enterprise services organizations, were it not directly because of #1) The treatment I received from Scott, MJ and Jamie--also one of the kindest people I have known); #2) The service and extra care I receive from Brandon; 3) the great respect and accommodating attitude and care offered by Tom, I would have NEVER bought or even stayed in the parking lot of the Garff facility in Orem.
As it is, however, I find it a venue even my daughters actually like to go in and visit when we're on dates together.