Thank you for this opportunity to share my views. As I have just submitted a survey to you for my wife Karla's Camry, I would like to address a different issue on this survey concerning my own Camry which I took to your dealership also yesterday. I am aware of how companies highly value their sales personnel, but in your industry in particular, there is an enormous importance that is placed by your customers on the quality of their service personnel. When we buy a car, the salesperson makes the sale, and perhaps two days later the customer forgets their name. It's not all that important, relatively speaking, because it is a done deal and there likely will be no more dealings with that salesperson. However, after the sale, the service representative becomes the most important person for the customer throughout the following years. Then the service rep becomes the "FACE" of your company, and, in the customer's perception, the degree of trust and respect for your company is, to a very large extent, the result of the rapport which has been developed by that service representative. Because Jeff Singleton's service and support is so exceedingly high, this tremendously helps your company's image, and this helps to weigh in the balance even in times when there may be negative press reports, as you have experienced. Because of Jeff's extraordinary ongoing kindness and service toward us, I could not possibly imagine any customer giving him a less than an excellent rating. When it comes time for your existing customers to consider buying new cars, management may give credit to the salespeople for "making" the sale, but, in fact, the decision to buy a Totota may have very well have been solidified through perceptions made in advance by customers who have been so highly pleased with the service they have been continually receiving from their excellent service representatives such as Jeff, in particular. Dean Maxwell
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