smart center Annapolis Recognized for Outstanding Customer Service- A letter from a satified customer
February 9, 2009 by cdow
A lucky person experiences good customer service. A very lucky person, very good service. But some of us are so extremely lucky that we get to experience extreme customer service that just needs to be recognized far and wide.
On Tuesday, Nov. 18 at smart center Annapolis I picked up my new smart passion cabrio car. I had ordered it online 16 months ago. I was so excited that the day had arrived, as I had wanted a smartcar since 1997 when I moved to Italy and first discovered them. This was to be my first-ever car of my own that wasn’t a minivan – Wahoo!
My brand specialist, Angela San Fiedorowicz, made the delivery of my car easy and seamless. I found out it was in before noon, and was driving it home that evening after a very thorough instruction about my new unique vehicle. My family was so excited and joyful about our new arrival, and so was I. It had been a delightful experience all around.
However, my elation disappeared when I discovered at bedtime that my beloved diamond bangle bracelet was gone from my wrist. It is by far the most beautiful and extravagant gift I ever received, and I wear it every day. My husband Jeff gave it to me in 2004 on the 20th anniversary of our engagement – I know, what a guy, huh? – as he wanted to give me diamonds for every year we had been together. I was crushed that it was gone.
In the morning I began making calls and sending e-mails to anyone that I though could help me find it, based on my path the previous day. I knew I had had it at 4pm before I got to the smart center, so your dealership was on my list. Angela wasn’t in, but customer care rep Brianna Hickey (who hadn’t even met us) began the extreme customer service by expressing her concern and desire to help, listening carefully to me about where I’d been in the dealership, and she apparently tore things apart looking everywhere. Unfortunately, she came up empty-handed. So did I, in my search of parking lots, pawn shops, etc. I started to accept I might, sadly, never see my bracelet again.
On Thursday afternoon, Angela called me as soon as she found out about my loss. She was so caring and concerned, as Brianna had been, and told me that they were not giving up. She was even going to have the guys who had detailed the car I had test driven empty the Shop-Vac, etc. I so appreciated all that she had to say, but in my heart I didn’t hold out a lot of hope.
Less than an hour later, my cell rang and it was the smartcenter number. My heart raced! My husband says that my voice when I shouted, “It’s the dealership,” sounded like a little girl seeing Santa. I answered and Angela, with obvious excitement in her voice said, “Alice? Brianna is here with me and guess what? WE FOUND IT!” I screamed and my husband ran over to hug me as we listened together to their story. Angela and Brianna had driven to the church parking lot where I had switched from passenger to driver during Tuesday’s test drive. They walked the lot, scouring it with heir eyes. There among the many leaves and debris was my beautiful bracelet! I would never have thought to look there myself. And as if that wasn’t enough, Brianna brought it to my home within half an hour! When my husband and I answered the door I told her she was my hero and hugged her tight.
They both are hometown heroes to me. Angela and Brianna went above and beyond anything I could have expected, truly the extra mile and then some. You and your other customers are extremely lucky to have two such fantastic people in your organization, and I just wanted you to know what they had accomplished. My husband is already contemplating getting a smart of his own, and everyone who asks about my car will hear about the extreme customer care they can expect from these two miracle workers.
Happily and sincerely,
A Satisfied Customer
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