Robert A

Review of Patriot Subaru

I really appreciate this dealership s time and ene...

I really appreciate this dealership s time and energy devoted to outstanding customer service. Wayne Durgin took charge of our 2014 X-Trek issue and made sure that we got more than the service we sought; he made sure that we got the service we needed, while exploring whether that safety-critical work could be covered under warranty. It was.

Wayne, please share this rave review with the technician who came in on the Saturday before Christmas to finish the work on our car.

It has been written by marketing expert Harry Beckwith that the marketing of services is much tougher than the marketing of a product, because one is selling the invisible. Service is intangible at the time of purchase. It is a promise made on that purchase date to step up if and when service should be needed at any moment in the foreseeable future. The person or business making that upfront promise of future service at the time of sale must earn the trust of the purchaser, recognizing that they now owe the purchaser service that meets or exceeds that buyer s expectations.

We could have bought our Subaru elsewhere in early 2014. Another Subaru dealer a bit further up the coast did not show us their service area first or even at all. Patriot Subaru did. Nor were warranties discussed by them. Patriot showed us two...that would run concurrently until we hit 100,000 miles, with one limited warranty uniquely designed by Patriot Subaru then continuing for as long as we owned our Subaru purchased at Patriot Subaru.

Thank you, Patriot Subaru, for earning our trust repeatedly, but especially this past week.

I say this after a career devoted to improving services marketing in the property/casualty insurance and nonprofit sectors. A tangible product can easily be seen as a commodity, with price and features the driving factors in the purchase decision. Patriot Subaru service differentiates you from the competition and earns customer satisfaction, loyalty and public gratitude like this.