"To the Dealer Principal,
In this age of social media, not often enough do people stop to take the time to express positive feedback about a great service experience.
But I wanted to let you know about an amazing experience that I had the pleasure of experiencing in the last few days.
I had decided that I would purchase a new or demo vehicle last Thursday and went to my closest VW dealership where I walked unattended for almost 15 minutes, getting in and out of several cars, popping the boots etc, until I decided to move on, having not had the courtesy of any acknowledgement from any staff who busily went about their business who were ensuring not to make eye contact with me.
Upon leaving I saw too well dressed consultants on the perimeter of the yard, having a cigarette. Still no acknowledgment.
I rang and spoke to your staff at Brighton Volkswagen on the phone who were just delightful, informative, professional and couldn’t have helped me more.
What a pleasure and at the complete other end of the spectrum compared to what I had just experienced. I drove down to your dealership straight away.
Upon arriving, I was in your yard looking at cars for just the perfect amount of time before I was greeted by Marckenson. Marckenson approached me with exactly the right amount of enthusiasm, polish, professionalism and purpose and spoke knowingly about the range of cars that I was looking at. All if his information was on point, super relevant and succinct. I have to say that I have bought, sold and traded my share of cars and I just haven’t seen a professional like Marckeson in your industry.
He just managed his role beautifully.
Needless to say I found the right car and we did a deal that I am just so happy with that I’m sure also served the Dealership. When leading me through your sales process I also want to make the comment that Marcs’ style infused respect into our interaction – he has the absolute perfect mix of sharp customer focused sales instinct and professionalism that lets you know from the beginning that you wont be the subject of laborious, drawn out, duplicitous negotiations.
Marc then introduced me to Frances Vasiliadis and I came to realise that perfection in process and knowledge looks to be positively systemic in your business.
She is just amazing and a massive asset to your organisation as well. I loved that Frances encouraged me to contact her should I not be able to contact Marc for any reason. I got a real sense of cohesiveness and team work. Frances exudes genuineness and is positively engaged with you as if there is nobody else in the whole dealership!
This stuff doesn’t happened by accident ... you’ve got some amazing professionals on board.
Not to wax on lyrically but I have to share this with you ... Being in business myself, I actually found myself pondering subconsciously where in my organisation I could slot these two absolute professionals and I have to tell you if my organisation was more sales based I would have been asking them to call me in a cheeky attempt to poach them from you!
I will do everything I can positively can to ripple out the after effects of this positive experience from these two members of your team and am happy to populate my experience as a testimonial to any social media site you like, as often as you like and as long as you like. Because of these two people, you didn’t do one transaction with me, instead they’ve created one walking, talking advocate for your dealership and I’ll be returning to continue my relationship with you as well as actively referring you to others going forward.
Congratulations for employing these two absolute stars."
"Great service, sales staff helpful to us and knew their product. Couldn’t be happier."
"Just a short email to say how much we have enjoyed the experience with Brighton Volkswagen.
This is in a major part as a result of your sales staff and in particular Jana Biller who could not do enough for us. Also the assistance from Frances Vosiliadis.
My wife has 2 chronic illnesses and the experience could of been a disaster, instead of which it was great, she was more than happy and is now enjoying her new Golf.
Again please thank all the staff (including your receptionist who made me a great coffee) "
"I own a vw polo – couldn’t be happier one year down the track with my selection and the service provided at Brighton! Recently I was involved in my first ever car accident. I was pretty shaken up and called vw Brighton to clarify a feature on my vehicle, relating to the accident. My call was taken by receptionist Maria and my query swiftly answered. Most importantly however, Maria provided me with something I did not expect – genuine care, understanding and support at a time when I really needed it. She went well beyond any expectations of her role as a receptionist and I am extremely grateful! Thank you Maria "
"Scott Franklyn helped us purchase our previously owned Passat in a manner that literally sealed the deal. Having traveled to multiple VW dealerships around Melbourne, Scott’s fantastic salesmanship, personality and knowledge of the car were what really brought all the pieces together. I don’t think many people comment positively about a car salesman, but Scott’s service was superb. I can recommend him without any hesitation. "
"I cannot thank you enough for your wonderful efforts last week. I am so grateful for the time you took to make me feel at ease with the prospect of a costly repair! You really exceeded my expectations by querying the fault with Volkswagen Australia and arranging the repair at no cost to me – I am completely overwhelmed!
Your dedication to the task, the way you communicated and kept me informed with updates, and your level of professionalism were outstanding.
Please extend my thanks to the mechanic as well!
Thank you once again. "
I hope this finds you well and Happy New Year!
This is a very late email as my husband and I purchased a car with you in November last year, a zippy little Polo, that we’re absolutely loving!
The reason for my email is to both thank and commend the consultants that assisted us when we made our purchase: Marckenson, Frances and Kin.
From the start we were greeted with a huge smile and someone ready to assist with all our questions. Marckenson was patient and informative, but he also provided information and was so thorough that we were left thinking.. "why didn’t we ask about these features before?". He made us feel very comfortable and his service, attentiveness and thoroughness were definitely what closed the sale for us. We would have absolutely no problems (and do!) recommend him to our networks and even mentioned him to our employers. All up he is a true gentleman, excellent salesman and has exceptional customer service ability!
Frances is clearly in the position she was meant to be in! She was again very thorough and caring with respect to our needs and advising what was best for the car. Her level of care and attentiveness saw us purchase add-ons that we were clear we wouldn’t before coming in. The care and attention she took with us and our car was clear and she has really drilled into us the importance of aftercare! If she’s ever after a role with Goodyear, I’d be happy to have a chat. (Don’t worry I won’t poach her from you just yet)
Kin was a seasoned professional and had us prepared for things every step of the way. We ended up going with your finance and are so happy we did! Again, as with everyone we dealt with, we were met with a smile and with a level of service we just weren’t expecting. He was honest and there was no question of trust because he provided clear examples of what he was talking about, he spoke to us in a language we could understand and he took his time to go through the small print. We really appreciated this!
So after everything, we just wanted to say thank you and well done! You have a stellar team and we are so happy to recommend you where and whenever we can. If you would like any further details or other written testimonials, please don’t hesitate to ask!
Shaun and Sarah Butterworth "
"Fantastic service!! What a delight to walk in to a dealership and not be treated like "just another customer". Great customer service and walked out with a great deal on a 2016 Tiguan. When I picked up the car Scott Franklyn was fantastic spending the time walking through the features of the Tiguan – and making sure I didn’t drive off with any questions, or not being able to use all the functions in that. Follow up assistance as well which was a pleasant surprise. I would definitely recommend buying a car with Volkswagen Brighton!! "
"Hi, I serviced my volks polo 22/12/2015. Edmund Augustus the service representative was very courteous and friendly. I had to go shopping with my family, he offered to drop me to the nearest shopping centre even though he did not have enough staff at the time. I didn't take up the offer as I did not want to hassle him. He also provided excellent service and was very understanding of my needs. I hope this compliment is passed on to seniors to make them aware that service is so important in this very competitive market. Thank you Edmund."
"You have a young lady in service reception who is a credit to your business. She helped me with a battery problem on Monday afternoon and did so really really well. ...she obviously enjoys what she does. "
"Our experience with Volkswagen Brighton was excellent. Marckenson Brown (our sales consultant) greeted us with a big honest smile and then helped us throughout the whole process. He was upfront and very open about all aspects of the car we wanted to purchase. The thing we appreciated the most was that he genuinely put things which were in our best interest ahead of anything else. There were a couple of minor things we wanted to have adjusted prior to picking up the car. We were simply amazed at his attention to detail and his commitment towards making sure everything was done appropriately as he had promised. He certainly delivered over our expectations. The rest of the team at the dealership were also amazing especially Francis who rightly advised the sort of car care that would help us in the long run – much appreciated Francis. Kin Fung and Andrew Wadham were very helpful with the finance process. Over all it was an absolute pleasure dealing with the entire team at Volkswagen Brighton but again a special thanks to Marckenson who looked after us exceptionally well. This dealership is highly recommended and certainly offers a 5 star experience. "
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