Peej

Our friend Susan came and spent a couple weeks with us before Thanksgiving. She drove her '04 XB up from FL. Over the 2 weeks every time we went somewhere she threw me the keys and said "You drive." Having discussed that I'd be needing to purchase a new car by spring she thought an XB would be perfect for me and after 2 weeks of driving hers I was sold.
Last Friday my fiancee and I went on over too Neil Sandler's to order one. I'd already built one on line, had been approved for financing, been called by the dealer and all I had to do was place the order. What we met in the door was sales people who knew absolutely nothing about their products, when we asked questions about warranties we were given very generic answers, when asked techincal questions about the vehicle we were given blank stares.
Turns out that my fiancee and I knew more about the XB then the salesman did. That didn't bode well with me at all. When we finally talked to the sales manager we did so through a window in a glass encased office like we were at a bank. He slid through the paper work and told us to come back with a deposit and he'd order what we wanted.
Walking out of there, we just looked at each other like did that just happen?
I don't know why, but I guess I'm a glutton for punishment because I actually subjected myself too round two. I went back to drive a manual before making a decision. I had my heart set on a Blue Onyx Pearl one, they had 2 Polar White one's on the lot. After the test drive I decided that I'd opt for the manual instead of the automatic that I'd previously wanted. Thats when the fun started.
My salesman comes back in and wants to know what will it take for me to take one of the white one's off the lot. Some bargaining ensued that went absolutely nowhere and finally I said "How bad do you want to get rid of those white one's?" His reply was "How bad do you want one of those white ones?" Ok, I was really at a loss for words, which as anyone knows me is hard for someone to do. I flipped a piece of paper over made a list of about $1800 in options handed it to him and told him to tell his manager to put all that stuff on the white one and I'd take it today, no questions asked. Now I knew that wasn't going to happen, but I thought I'd see how it played out. He comes back with an offer of a $400 check.
I finally told him I'd be back next week with a deposit for a blue one and left. Now don't get me wrong. I really liked the sales guy. He's a nice guy and hard working, he's just at the wrong place. I think Sandler's customer service skills are horrible and they made me feel like I was doing them a huge favor by walking in the door instead of the other way around.

Now...fast forward to yesterday....

I called the sales manager, Kevin Reed over @ Beaman Toyota yesterday morning on his cell phone.

First off I'm the kinda guy who when is normally always in a great mood and loves to joke and play around with everyone, but when I'm serious I'm totally serious.
Kevin ansers his phone I introduce myself and tell him that I want to buy an XB, been to another dealer and I left pretty ____ed off. He suggested that I come in and speak with him and we arrainged a time.
Once we arrived on the lot and walked through the door we were immediately greeted by someone. He asked us if we knew who we needed to see, when we gave him Kevin's name he called his desk and then escorted us across the street to his office.
I spent about 30 minutes quizzing him on warraties, upgrades, aftermarket accessories and how those parts will affect my warranty, things of that nature. Kevin then went on to explain the that Scion is built in Japan what manufacturing lines it shares, the quality process it goes through, etc. What Kevin didn't know is that I was a production control manager in a manufacturing firm for many years tied to automotive industry to that won huge points with me that he was that knowledgble.
Prior to selecting this vehicle for purchase I've done a lot of research, I was particularly fascinated with Scion's marketing strategy. Kevin even brought that up, and I think he was surprised that I knew about it, but maybe not.

In the office, there was another customer sitting at the next desk over, he was buying an XB as well, and as luck would have it, we both wanted the identical vehicle. Blue Onyx 5 speed. Kevin was in a quandry, in Nashville, 5 speeds aren't huge sellers so this wasn't a situation he ran across every day, but I relented and let the other guy have it. Hopefully I'll take delivery of mine today or tomorrow. But we all had fun, laughing and joking around, me and the other guy wondering if we were going to have go fight it out in the parking lot for the X-box...LOL. It was great.

On to the business office for the final paperwork. Once inside, Kevin turned in our paperwork to the finance office for processing. Of course it was a busy day and there were several other customers ahead of us. We spent some time checking out all the new models on the floor. The Solstice is awesome I might add.
But while we were there I was watching all the other people. Everyone was in a good mood. Not only the customers, but the employee's as well. Not something you normally see in a dealership. The atmosphere is very light and laid back as it should be.
Our wait to see Ted the finance guy wasn't too terribly long, and once we got into his office he was very quick to make us feel right at home. I'm also the type of guy who's never met a stranger and I like to get to know people so I ask a lot of personal questions, but at the same time I like to know about the places that I do business with and you do that by asking questions of the employees. This guy really likes his job and you could tell that just by the way he does it. He had nothing but high praise for Mr. Beaman and the entire staff of the dealership. In my book that says a lot.


I know that this post is really long winded, but when you've had a bad experience in a major purchase you sure do want to tell others, likewise when you find people who really show great character in business you want share that as well.
If your in Nashville and are thinking of buying a Scion, or anything else you definitely owe it to yourself to go over and talk to the people @ Beaman and give them the opportunity to see what they can do for you. I know when I need another car that's the first place I'm headed.

Peej

Just a follow up after I took delivery of my XB today. Kevin called me this morning and said that my XB was on the lot but it was going to be late this evening before it'd be ready to go, probably around 6pm. I told him that wouldn't be a problem at all and we'd see him then.
Of couse being so anxious to get my hands on my new baby we did show up early and poor Kevin was so swamped and explained that he was going to need some more time. As we planned on going for dinner anyway we'd come back in an hour or so.
An hour later Kevin was still buried as he looked up and saw us coming in the door. I felt for the guy because I know we've all had days like the one he was having.
He apologized profusely for the car not being ready on time and I just told him to relax. One of his guys was enroute with the radio/wheel covers and arm rest. Once the parts were in the office I told Kevin to keep doing what he was doing and I'd snap on the wheel covers and he could do the radio and arm rest.
We ended up doing those things together, I figured I'm going to be doing a few mods of my own, better know how the thing comes apart. Kevin was great at explaining how everything worked and what to do in the future. He took the time to answer a lot of questions for me and make sure that I was 100% satisfied before handing my keys.
I can honestly say that in all the years that I've been buying cars from dealers, and all the years that I've worked in dealerships I can't ever say that I've ever been as impressed and happy with everything that's happened with a car deal. I know this almost sounds like I'm gushing but in this day and age of bad customer service and sales people who lack common sense when it comes to simple things like customer service it's really nice to find someone who not only understands the concept but goes so far above it. I did want to give Kevin his due, he definitely deserves it, but at the same time it's a total team effort over there and everyone deserves to be recognized for it. Keep up the great work people!