Dear Ms. Wheeler:

This letter is being written to let you know how pleased I have been with all your staff that I worked with during my recent purchase of a new Corolla—from sales to accessories to finance. And, while I have completed both a telephone and online survey, I also wanted to write to you directly.

On October 14, 2010 I purchased a Corolla from your dealership. This is the second vehicle I have bought at A-1 Toyota, and my recent experience was much better than my first experience. Twelve years ago, when I got my first vehicle, I was not impressed with the sale person who I dealt with—basically; I picked the car off the lot myself. The sales person’s knowledge and ability to work with the public left a lot to be desired.

What a difference this time around! I was very fortunate to have Mr. Quincy Smith as my sales person and I believe I could not have had a better person to not only assist me, but to represent your dealership. What impressed me the most was not his expert knowledge of the vehicles, but the way he worked with me. He was interested in matching the right vehicle and options for my wants and my needs. He was patient, attentive, and did not rush me.

I would like you to know that what brought me to your dealership 12 years ago, and what brought me back this past month, was the reputation of your service department. As I do not have a local mechanic, I depend upon the service department to make certain that my car is in good condition and running properly at all times. While I know that service through a dealership costs more than a private mechanic, I need to have the peace of mind that I am driving a safe vehicle. Using your service department gives me this peace of mind.

With respect to your service staff, while I am certain you feel all the service advisors are good, Mr. Ken Perrone is the person I ask for assistance. He is an extremely knowledgeable person who is able to explain things in laymen’s terms to someone like me who knows very little about the mechanics of cars. He always returns my calls promptly if I have to leave a message, and gives great advice regarding what should be done and why it should be done. My sense of comfort with regard to knowing my car is in the best and safest condition it can be in is greatly due to Ken.

It appears that both of these people enjoy working with and assisting people. It is staff like these who are highly skilled in what they do, coupled with their excellent people skills that make them valuable members of your staff. You are fortunate to have them represent A-1 Toyota.

Sincerely,

Susan R.