Dave Loft

Awards

2010 Service Recognition Program – Gold Award Winner

Testimonial

Re: Dave Loft

In the retail industry the differentiator is customer service. Exceptional customer service is why he customer returns to shop at the retailer and why a customer refers business to the retailer through story telling to friends and family.

When shopping for a car, my first step is to call the service department. If I am greeted with a friendly knowledgeable service advisor and the questions posed are answered with respect, I then mystery shop the service department to hear how customers are being greeted, treated and advised. Only then, do I visit the car showroom in search of a salesperson that is as knowledgeable about cars and the product as I am. My experience (18 new vehicles over 30 years) is because once the car is sold the relationship is with the service team and (most) often the salesperson has left the industry or at least the dealership upon my return.

Dave Loft is the sole reason I have returned to Budd’s to purchase my 2012 Mini Cooper S. line or on the odd occasion you are redirected and receive his personalized voice mail message, Dave exudes genuine warmth and sincerity in his voice and equally important provides proactive commonsense advice.

Darryl, my business is customer service. I have coached hundreds of salespeople with the desire they demonstrate the behaviours of what clearly comes naturally to Dave Loft. Like lawyers, stereotypically the general public loves to hate the car salesperson and based on my most recent interaction with a new car salesperson (Dave Tucker excluded) you can include me in that bucket.

Over the past three years with Budd’s MINI (and in the past with Budd’s Saab and BMW) I have incorporated, in my training materials, the authentic approach Dave Loft demonstrates in providing his customers with a first-class customer experience. Through personal testimonials of the ‘Dave Loft experience’ I have demonstrated what the exemplary retail experience should be with my trainees.

If I may say, the Budd team would benefit by having all team members job shadow Dave for a few days. If nothing else, perhaps you could introduce a mandatory requirement to have the team record personalized voice mail message advising the caller whom they have reached, the date and their ‘in-office’ hours.

You are fortunate to have Dave Loft on the Budd’s team.