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Grip : GRIP September 2011
CUSTOMER FEEDBACK GRIP A RECENT letter from a customer singled out Marius Raats from Rolfe Subaru in the ACT for praise for providing excellent service to the Hynson family. To Rolfe Subaru, I recently accompanied my mother whilst shopping for a new car and was blown away by the service we received from one of your employees; Marius Raats. I am a Diesel Mechanic myself and therefore accompany many friends and family when searching for new or used cars. This recent experience was by far the best and most encouraging experience I’ve ever had. Marius was not only extremely well informed, but approached his job with enthusiasm and professionalism, displaying many personable qualities I have never previously observed in a car salesman. At no point did either myself or my mother feel misinformed, pressured or uncomfortable, something I unfortunately cannot say for most of my dealership experiences. I was very impressed by the knowledge Marius possessed, and at no time was he in any way ambiguous in his approach or ever appear to be concealing his true intentions. On behalf of my Mother, I would like to thank Marius Raats and Rolfe Subaru Phillip for putting their customers first. Subaru should definitely be doing all they can to hold on to this employee and use him as an example for others to follow. Thank you again. kind regards, Christian Hynson. ****** Rolfe Subaru must be doing something right, because GRIP received a second letter of praise highlighting the professionalism and commitment of its service team as well. Subaru Australia recently hosted a number of FHI engineers who were out doing some product assessment. NSW Regional Manager, Philip Henson, was with the Japanese guests and required the assistance of Greg Newman and his team at Rolfe Subaru. Following the visit, he sent this letter: Dear Greg and Team, I would like to express my sincere gratitude to you and your team. The passion, professionalism and commitment from Rolfe Subaru that was experienced by the FHI engineers, James and myself during our recent investigations was simply A4TD at its purest. You must be so proud of your team from upstairs to down. I can’t express to you how impressed the FHI engineers and I were to see how effective your Aftersales team are managed and how efficiently they operate. Not to mention how everybody in the dealership welcomed them and invited them to attend your Wednesday staff BBQ, which, I might add, was a highlight in their week of dealing with James and me. Your team, in my opinion, is without peer in the Subaru Australia Network and certainly rate as a 10 out of 10 experience from me. I think the fast service program will easily succeed within your Aftersales team and will be the benchmark for the Subaru Fast Service Program. If you need my help in any way please contact me at anytime. kind Regards, Philip Henson, NSW Regional Manager. ROLFE SUBARU wINS pRAISE A LETTER from a Subaru customer in Western Australia was sent recently to Wangara Subaru. It tells the remarkable tale about survival from a crash in a Subaru Outback she purchased from the team at Wangara in 2006. Bev Letton’s car rolled five times but she experienced relatively minor injuries. Her story is a great testament to the Subaru safety story. She wrote to Wangara Subaru to explain just what happened. On Sunday I was on Wanneroo Road travelling south, and just past Drovers Market Place, I momentarily took my eyes off the road where the road works are taking place and hit the kerb. I confess to not slowing down as I should have, and when I hit the kerb the steering wheel turned swiftly to one side taking me to the wrong side of the road. I “yanked” it back but in doing so hit the kerb again, and lost control. I recall being seemingly airborne, and then being upside down, followed by being tossed around from the shoulders up. The car rolled five times, and landed at the bottom of the deep fenced off drop along Wanneroo Road. Police and ambulance and tow truck people attended, and I suffered shock, concussion and whiplash. After a couple of days in hospital I was discharged and my main physical problems have been headaches from swelling, and my shoulders and neck from whiplash. My hair was full of glass, but my only scratch was on one finger. I owe my survival and only having minor injuries to my amazing 2006 Subaru Outback (and my God!). Many, many people have advised the Subaru being such a strong and safe car saved my life, including tow truck company personnel, police at the scene, nursing staff, and the director of Tracwest Machinery where my car is being held at the moment to name a few. I wanted to share this with you and your staff – you promote and sell a really top class vehicle, and it is my intention to always have a Subaru. Bev Letton, Wanneroo WA 6065. SAVED BY SUBARU INSIDE GRIP HOME PAGE AFTERSALES NEW PRODUCT - XV NEW PRODUCT - BRZ PARTS & ACCESSORIES AMBASSADOR SALES DEALERSHIP BRAND COMPARISON DEALER RANKINGS SPORT
GRIP August 2011
GRIP October 2011