As we are all well-aware, the Internet changed the way we interact and conduct business. It has particularly affected the automotive industry because virtually nothing is unknown. We excitedly click on links to view spy shots of concept cars, receive immediate information at auto shows, and even peruse reviews of brands – and their dealerships. For some dealerships, the ability for consumers to instantly access reviews is the bane of their existence; for us, however, we champion this innovation.
The difference here at Leith Volkswagen in Cary is that we facilitate a culture of being customer-oriented, not sales-oriented. From our mission statement to our management to our brand specialists, every facet of our business aims to ensure a satisfactory experience. A myriad of websites exist that furnish extensive reviews of customer service, which allow us to effectively self-assess. With this in mind, we turn to a testimonial posted by Kristie on DealerRater.com.
After a few failed attempts to find a quality dealership, Kristie looked beyond her immediate vicinity. She scoured the Internet and discovered Troy Haynes, one of the brand specialists here at Leith Volkswagen. Having to drive from the Burlington area, Kristie was pleasantly surprised by Troy’s ability to accommodate. From there, she realized that “Leith is by far everything that five-star implies.”
“Troy kept me informed every step of the way through phone calls and texts, never leaving me to wonder what was happening with my car,” Kristie explains in her testimonial. “After a shipping delay due to the crazy weather, I took possession of my beautiful Bug a week ago this Saturday. This is where Troy’s personality really shines.”
As Kristie explained it, her dad is not one easily impressed; however, Troy’s congenial demeanor managed to earn a smile – and won dad over. Her mother also felt disappointed, but not in the service. Kristie’s mom felt letdown when Troy had to inform the family that the Beetle’s delivery was delayed. At some dealerships, an “I’m sorry” call may be the extent of customer service. Not with Troy. He remembered that Kristie’s mom commented on how much she loved the tye-dye shirts she saw at the dealership. When the car arrived and the family came to pick it up, Troy handed Kristi’s mom a brand new shirt.
“Little touches like that, the extra step, that’s what he and this dealership is about. And though it’s over an hour drive for me, they are the only ones I trust to help maintain my little beauty, and I will be taking it only there for my maintenance visits.”
And we are more than happy to serve, Kristie. Go ahead, we’ll let you have the last word…
“I understand that you’ve probably had crappy car buying experiences. Haven’t we all? Before you give up and think that’s what you have to settle for, drive a little and give Leith Volkswagen [of Cary] a chance.”
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