"Customer for Life"
- Trevor Cain
I often take the time to write reviews, some positive and some negative. I think it is a valuable method of recognizing good people, products and organizations, or warning people against them.
I recently found myself in a precarious and stressful situation. I NEEDED to buy a new vehicle. rest assured this was not something that I wanted to do. We had just replaced my Wife's vehicle through a private sale, and we were certainly hoping to get another year or two out of my existing vehicle. It had other ideas.. My existing vehicle was in pretty bad shape and was going to require a significant investment to keep it on the road. I loved my old Ford, and it had served me very well for over 10 years.
I had been referred to Darwin at Cam Clark many years prior, and had bought from him in the past. It was always a good experience. Although a significant amount of time had elapsed in between, I contacted Darwin, and he remembered me right away. As a person also in sales, this is something that is important to me.
For many people, purchasing a vehicle can be very stressful. It is a major financial commitment and can involves a number of hours haggling, or negotiating, test driving, credit apps, and other tasks that can add up to a fair amount of time spent. That has not been my experience with Darwin. I trust him. I KNOW that I am getting his best price, and I KNOW that I am getting his best effort.
Darwin responded to me very quickly letting me know when he had time to get together, and most importantly, he was available when we arrived. I had looked around at a few vehicles here and there throughout the week, mostly used. Numerous other reps, at used dealerships, and even at another Ford dealer (we visited to look at used Edge's) just didn't seem to have the time, or be focused on our needs. My wife and I are both busy as well, and nothing was more aggravating than waiting when we had made an appointment. Darwin is the only person, over the past few months of being in the market to buy vehicles, that made sure he was available, and was prepared when my wife and I arrived. As a person in sales, this is the customer experience that I truly appreciate.
In the few days prior to meeting with Darwin, we communicated via email, which I found much more effective use of both our time than having to come to the dealership for a long discussion and haggling session (too many reps insist you come in to chat). I provided the details on the sort of vehicle I desired, my list of must have features, would like to have features, my budget and timeline. Darwin always responded quickly, provided value feedback and always used a consultative approach to understanding our needs. I had options to evaluate in front of me within 24 hours with no pressure to stretch my budget or purchase options I did not need. The options provided were well thought out and any questions I had were explained in detail.
I came out for a test drive of the vehicle we thought we had settled on. Darwin was ready and waiting for us, but not with the vehicle we had anticipated. He had found a more full featured vehicle for us to look at, with all of the options that I noted as 'must have', and most of the options that he knew I would 'like to have'. However, this wasn't an upsell, the vehicle was slightly less expensive than the vehicle we intended to drive, and likely purchase. This is Darwin's commitment to ensuring he met our needs to the best of his ability. He didn't stop looking for the best fit for us, even when we thought already we had it selected. That's the customer experience that I value, and I expect that most other people would as well. Within 15 minutes, I asked Darwin to prepare the offer to purchase.
As we left, my wife turned to me and stated. "I think if we had contacted Darwin a few months ago, I would be driving a new Edge." I agreed with her, even though we did get a great deal on the one we purchased privately.
Nothing could've been smoother with the rest of the process. Within 24 hours, we were back at Cam Clark to pick up the vehicle. We had filled out the credit app and emailed it. We were notified it was approved within an hour. Darwin had taken my registration and insurance information and Teresa had processed everything without delay. Both Teresa and Darwin had everything prepared when we arrived.
Teresa was amazing. She explained each form in detail without taking too much time. She provided
great information and recommendations on a few programs, which were options to add to the lease (such as the Smart Care Appearance program), but only promoted the ones she knew would be beneficial based on our needs. We did commit to what made sense, such as the one mentioned above, and felt no pressure to do so. I think even Darwin was surprised at how quickly we were back in his office for the keys. We were in the new truck within less than an hour of arriving to take delivery.
My registration was transferred, the insurance was done, my plate and the accessories I asked for were on the truck and it was ready to go. Darwin still took the time to ensure that I was comfortable and had a good grasp on the features in the new truck, and answered any of my questions before he was ready to let me leave. He spent the time and waited until I told him I was comfortable and ready to roll.
This was a great customer experience. I would recommend Darwin, Teresa and Cam Clark Ford to anyone who is looking to purchase a new vehicle. Now I am going to take my amazing new 2018 F-150 for a little drive. I am a customer for life.
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