A great buying experience!
April 29, 2016
April 23, 2016 Sharpe BMW Twenty years ago, Francis Fukuyama, then a senior social scientist at the Rand Corporation, now at Stanford University, in his book TRUST argued the thesis that a culture that honors trust in business dealing provides an essential social capital to the economy. To associate the word trust with the experience of buying a used car, for decades, seemed like an incompatible mix. From our buying experience, The Sharpe Collection BMW has made trust an included option in their business dealings. The longest missing “car option” in automobile business dealings for generations has been trust. The longstanding negative cultural icon of the sharp-dealing used-car-salesman perpetuated mis-trust. It may take some time to change. The “internet of things,” connectivity, and the free flow of information are, however, forcing that transition. The internet is facilitating change in the experience of buying a car by free and open flow of information. The internet has disseminated information regarding cost, option packages, resale value, financing, insurance and warranty information. The luxury car dealers in particular are certifying their cars and standing behind them with a variety of included and optional warranty coverage packages. The free exchange of information, both online and in person, at Sharpe BMW created a sense of credibility and trust. My husband and I were comfortable and pleased with the experience of buying a certified pre-owned BMW loaner vehicle at Sharp. I live in Ohio, a few hours drive from The Sharp Collection BMW in Grand Rapids, MI, but the internet allowed me to shop online, find the car with the options I wanted, contact Sharpe BMW, and close the purchase and financing in a matter of hours. The salesman, Steve Glenn, aka “client advisor,” was truly a client advisor. He answered all questions without contest or irritation, backed up his answers with documented facts and figures, and was patient and professional. We first spoke late on a Monday morning. The sale and financing were completed by that afternoon, and the car was ready for delivery, on our mutual schedule, two days later. The delivery experience was efficient, professional, and thorough. Steve Glenn, our client advisor, with the backup of Eric Fillinger, a “BMW Genius” a la “Apple Genius,” gave us a hands-on demonstration course of all the electronics, communications, voice command programming, and other options. In the week since purchase and delivery, they have called me, to assist with any problems and further instruction. Their supervisor, Jeremy Dutcher, BMW Sales Manager, cordially greeted us and was kind enough to make a restaurant recommendation: My Old Goat, a nearby farm-to-table restaurant that we thoroughly enjoyed. George Sharpe also cordially greeted us and checked that all was well. Nick Green, Business Manager, gave us a short course on all the included and optional warranties on the vehicle and efficiently guided us through the finance process paperwork. This is the second automobile that my husband and I have bought online. Both times it has been a good experience. At The Sharpe Collection, it was a great experience, marked by fair dealing, professionalism, and the ultimate automobile option: trust. Linda Toledo, Ohio