Barrier Customer Service

Dear Michael,

I am sending you this email as a token of my appreciation for the excellent customer service that I experienced by one of your employees, Dietrick Clay.

After having my car serviced at Barrier Mercedes on the morning of 22MAY2009, I decided to take my car in for a wash (I always prefer to drive my car to the wash when it’s being serviced). After I had run my car through the wash and had parked my car in one of the bays to vacuum, I noticed a significant scratch on my trunk---one that I KNOW was not there before and after the service earlier that morning (because I walked around the car with my service advisor). So once I saw this scratch, I brought it to one of the attendant’s attention because there was no doubt that the scratch had to have occurred in the car wash. The attendant that was there directed me to Dietrick as I was told he would be able to best assist me with this issue. So I walked over to the detail area to discuss this issue with Dietrick, and he took care of the issue right away.

As I mentioned to you via the phone, it is very important to be able to have the right kind of people in management positions for these are the individuals, in my opinion, that make or break working relationships. A manager needs to know how to listen, how to respond promptly to issues in an effort for expeditious resolution, have a personality, show that he/she cares, display confidence and follow-through. And I will tell you right now that Dietrick showed all of these characteristics to me that morning.

Being a manager myself, I was grateful to have been treated the way that Dietrick took care of me, and I wanted you to know all of this so that you could take a moment to understand that you have a great man doing great work for you. Please ensure that you acknowledge Dietrick’s excellent management skills. Mr. Barrier should be pleased to know that he has an employee in the organization that is truly exercising the phrase, ‘A Promise to do More.’

Thank you for your time. Sincerely, Roque M.