Genesis of West Houston
17007 Katy Fwy
Houston, TX 77094
Letter below sent to owner and COO of Genesis.
Mr. Ben Keating, CEO
Keating Auto Group
5802 North Navarro St.
Suite 100
Victoria, TX 77904
Dear Mr. Keating:
Please allow me to begin with one of my favorite business axioms,
Customer retention is far less expensive than customer acquisiton.
I am currently am a returning customer to your newly purchased West Houston Genesis. I purchased my first Genesis in 2009 and it was the best vehicle I had ever driven, until my latest purchase of a Genesis G90.
Early congratulations on your new physical plant. Everytime I drive I-10, I look over with eager anticipation!
You don’t know me yet, but I look forward to meeting you when you visit Katy. I am a venerate ‘letter writer’. If something is positive, I will draft a letter of accolade to the people who can make a difference. If something is not-so-good, I will also issue a letter of criticism to the same. With gratitude, It is the former regarding this dealership and it’s people that I am addressing.
I’ve known and worked with Gordon and Lisa Stewart since I bought my first Genesis in 2009. Gordon, as Service Director, always bent over backwards to satisfy me and make certain that my Genesis experience was without fault. He deftly deals with dissatisfied customers and makes sure the rest of us have a Genesis-quality experience. Gordon is top-notch and The Keating Group is fortunate to have him!
Daniel Castillo-Mendez as Service Manager, Jovanny Perales and Daryean Weisbrod as Service Advisors have all been top notch. In fact, my latest impeccable experience has been due to these gentlemen.
EVERYTHING, from when I walked in the door to when I picked up my G90 has been impeccable. Kudos to these overworked guys. They should all be compensated by the amount of dollars generated per square footage. …or at least given recognition.
Bobbie-the-loan-car-scheduler is exemplary and never fails to share a smile and a kind word.
Tony-the-Genesis-Whisperer techician is over-the-top. He began a relationship with me in 2009 and has only, like a fine wine, matured and gotten better. His work is spot on, rapid, focused, and
RIGHT, the first time. He talks with customers like they are family members, which as you know, is tough for a technician!
Then we move to sales… and
Avi Reddy, Sales Manager At 16:30 today, Avi had a line of salemen working end-of-the-month deals…right up to closing time to achieve their 350 unit goal. I believe he did! Avi hires exceptional people and works with those who want to succeed, sharing his years of expertise. I needn’t tell you that Automobile Sales Management is NOT a easy job, but Avi has settled into it and succeeded! I’ve personally walked several friends to him and they have always felt comfortable with the transaction.
I would like to offer an idea that worked successfully for me in the past. I suggest that you design a “Letter to the President” box with postage paid cards and strategically place them in your dealerships, all addressed to you. Ask questions about the customer experience and what could be done to enhance a customers visit to The Keating Group. I’ve talked with many who were less-than-satisfied in their visit and YOU need to know who, what, and where. Even more amazing, we found out inexpensive things we could enhance that we didn’t even realize!
I’ll be posting this letter on the Genesis G90 messge board to let them know who and where to take their vehicles in Houston. Should a personal experience not-go-so-well, rest assured that I will be contacting you again.
In the interim, best wishes to you, your family, and being the first guy over the finish line!
Sincerely,
Dr. Ronald Johnson
Cc: Claudia Marquez, COO Genesis USA
