Pre-Purchase Inspection Client Testimonial

Tuesday, February 14th, 2006

Hi Jason,

I just wanted to pass on to you what turned out to be a positive experience - don't know how much feedback you get from the "seller's" side.

Doug and his wife Christy just left after inspecting my 1965 Mustang for Marti Crowe. I hope they didn't mind, but I remained present during the inspection (mainly because I have never seen an auto appraisal and was interested in the process).

I do seminars nationwide for a living... one of them is on Customer Service... and that is why I'm sending you this email. Too often we receive feedback about negative experiences - seldom to people go out of their way to let management know about positive ones.

Because of inaccurate instructions to my home (I was unaware of new road construction), it took Doug and Christy an extra hour of travel time to find me - in fact I had to drive out and find them in order to lead them back to our home. How easy it would have been for that to make someone angry or upset. But both Doug and Christy took it in stride. In fact they were both extremely gracious about it. I found that impressive - especially given the fact that this is a Sunday, and I'm sure there were any number of things they'd have rather been doing. I didn't ask permission of them, but I'm using them as a new example of great customer service in the face of adversity. Would you mind if I refer to them as representatives of Auto Appraise?

I found both Doug and Christy to be exceptionally professional and very thorough - he dictated details; she wrote. They were here over an hour and a half - and (just as with my conversation with you by phone yesterday) I learned a lot. Overall, what could have been a rather unpleasant experience ("criticize my wife, my children, but don't even say anything negative about my car!") turned out quote the opposite for me - again, it was educational. I tried to hang in the background, but I think Doug sensed my interest and several times explained what he was looking for as he examined the car.

Thanks again,
Larry Neifert

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