Thanks so much James! We are so glad to have had the opportunity to assist you with your Porsche's service needs.
To: Ramoin, Gerald
Subject: Theresa Kramer
Gerald,
Whenever I come across someone at a business who provides me with excellent service, I try to take a minute to let his or her supervisor know. As a manager, I have come to realize that I usually only hear about the negatives and that clients rarely let me know when their experiences are positive.
I live in Raleigh and took my certified Porsche to Leith Porsche in Cary for the car’s first service. The service advisor there was not friendly, not helpful and generally unpleasant. The technician didn’t fix any of the items on my list of issues, in spite of keeping the car overnight. Their loaner was a smelly used Corolla. When I picked my car up it was dirtier than when I left it. All in all, there was absolutely nothing positive about the experience.
As a result, I brought my car to Performance for its second service. I spoke with Theresa Kramer both on the phone and in person. She was warm and welcoming and went over with me all of the aspects of my 40k mile service. My loaner was a new Panamera and when a part had to be ordered, Theresa apologized for wanting to keep my car overnight, which I didn’t mind at all.
When the technician couldn’t duplicate one service item on my list, Theresa had him come into her office and he and I talked about the issue. Even though I’m sure he was busy, he dropped what he was doing and came to her office to discuss the matter.
I would just like you to know that Theresa was a pleasure to deal with and is doing an outstanding job. She is exactly the kind of person you want representing your company. I will definitely be bringing my Porsche back for future services and I will be spreading the word that Performance Porsche is the clear choice in the Triangle.
Best regards,
James
To: Ramoin, Gerald
Subject: Theresa Kramer
Gerald,
Whenever I come across someone at a business who provides me with excellent service, I try to take a minute to let his or her supervisor know. As a manager, I have come to realize that I usually only hear about the negatives and that clients rarely let me know when their experiences are positive.
I live in Raleigh and took my certified Porsche to Leith Porsche in Cary for the car’s first service. The service advisor there was not friendly, not helpful and generally unpleasant. The technician didn’t fix any of the items on my list of issues, in spite of keeping the car overnight. Their loaner was a smelly used Corolla. When I picked my car up it was dirtier than when I left it. All in all, there was absolutely nothing positive about the experience.
As a result, I brought my car to Performance for its second service. I spoke with Theresa Kramer both on the phone and in person. She was warm and welcoming and went over with me all of the aspects of my 40k mile service. My loaner was a new Panamera and when a part had to be ordered, Theresa apologized for wanting to keep my car overnight, which I didn’t mind at all.
When the technician couldn’t duplicate one service item on my list, Theresa had him come into her office and he and I talked about the issue. Even though I’m sure he was busy, he dropped what he was doing and came to her office to discuss the matter.
I would just like you to know that Theresa was a pleasure to deal with and is doing an outstanding job. She is exactly the kind of person you want representing your company. I will definitely be bringing my Porsche back for future services and I will be spreading the word that Performance Porsche is the clear choice in the Triangle.
Best regards,
James
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