Dear Mr. Ryan,
I am a customer of your Superior Tire Store in Longview, Washington. I don't usually do this, but I have received such wonderful service from the Manager and staff at this shop, that I had to share this with you.
My experience with the staff at Superior began about 3 years ago. My car had a major mechanic issue, and I took it to the dealer where I had purchased it for an appraisal, as I had done for several years. I was totally shocked when the appraisal came back way higher than I could afford. I had no idea what to do.........my life was in a crisis mode as my husband was fighting cancer, and was bedridden. I couldn't bother him with this problem, but I had to have my car running. A friend recommended that I call Superior and said to be sure to ask for the Manager, Mike Bunnell. I was surprised as I had only thought of Superior as a Tire Company, and tires weren't my problem. He said, "No, they happen to have the best mechanics in town." I trusted this friend, and decided to call. Mike was very friendly, I explained my situation and that my husband was very ill and I wasn't sure what to do. I shared that I really felt I was being taken advantage of at a competitor and told him what the other company had said the problem was. I told him what I had been quoted, and he about choked. He said to give him a chance to spec it out and see what Superior could do, and that he would call me back. True to his word, he called back in a very short time, and said that he could definately do better price wise, and would like the job. He explained the problem to me in a way that I could understand, and I really felt like he was being up front and honest with me. I told him I definately wanted to work with him and would have my car towed to Superior. I called the shop where my car was and explained that I was taking my business elsewhere, and that a tow truck would be coming for my car. They were a bit surprised, as I had done business with them for years (and in hindsight, I remembered a previous incident where this company had over charged me, and my husband had to go down and have them reverse the charges). I told them I had found another shop that could do the same job for far less than they could. They asked what cost I had gotten. I told them...........they said to give them a minute and they would call me back. They did, and said they would do the job for the same cost + $1.00, and I wouldn't have to tow the car. I was so offended..........and I knew then that they had once again been trying to take advantage of me, as a woman, who really doesn't know anything about mechanical issues. I told them in no uncertain terms, that I would rather pay to have my car towed to a reputible company, where I knew they were being HONEST, and were giving me a fair price from the beginning, than to deal with a company that could lower the cost that much AFTER I had shopped around. I told them I would NEVER do business with them again, and I haven't. My car was towed to Superior.............and my allegiance to this great team had begun!!!
I have had so many great experiences since that 1st one three years ago, and have recommended Superior to so many of my co-workers at the School District, as well as family and friends, that they all think I work for Superior. I have a stack of Mikes business cards, that I hand out whenever I hear someone talking about car problems, and people will now come to me asking for a card, when they hear of someone having car problems. I asked Mike once why they don't advertise.............I said, you know most people only think you do tires, they have no idea of the mechanics you have on board. He said they rely on word of mouth............well I have a pretty big mouth, and I'm talking!! I tell my girlfriends that they can go to Superior with car issues and KNOW they will get honest information, and will not be taken advantage of. That is HUGE to a woman.
Mr. Ryan, I'm sure that your staff at the Longview store aren't ones to "toot their own horns".........they are too darn busy taking great care of their customers and just doing what they do best..................but as a customer, I feel it is so important that the administrative team hear the everyday stories that are happening in their companies. You should be very proud of the team of people that represent you in Longview, and I hope you will allow me to share a few other stories that have happened with friends I have referred to your Longview Store............
A couple of winters ago my VERY stubborn and VERY "set in his ways" boss, George, had his truck in the shop with his "favorite" mechanic for almost a week. The "favorite" mechanic could not seem to figure out how to fix an issue George's truck was having. The four wheel drive would not stay locked in, and it was snowing. George lives at the top of a steep hill, and had to have it working to get to and from his house. After I heard him complain one too many times about how long it was taking to get it fixed, I called Mike and told him what was going on. He threw out a few ideas at what he thought was wrong, based on what I told him. I went to my boss, with Mike on the phone, and threw these ideas out..............after each one, George said..........."oh no, MY mechanic has already tried that". Each suggestion was shot down finally Mike said, "Ok, well I tried, I guess your mechanic will figure it out eventually...........good luck to you."...........I told George he was making a huge mistake not taking it to Superior, and that his truck would have already been fixed if he had............and went back to work. Within 5 minutes, George called me and asked if I thought Superior could get him in that day. I told him I had no idea as we were in the middle of a snow storm and they were probably busy, but I would call. Mike said if we could get the truck to them, they would look at it. George went and got the truck from his "favorite" mechanic and took it to Superior.............dropped it off and came back to work. Within 15 minutes, Mike was calling............he said, " Tell George we have solved and FIXED the issue, and will bring the truck back over!" I wish I had a picture of George's face when I told him................he was amazed. His own mechanic couldn't or didn't fix it after a week, and Superior had it resolved AND returned to him within a half hour. He said, "Superior has just gained a new loyal customer."
I have a girlfriend at work that was telling me about a car problem they were having, and that her husband was really dreading having to take it in. They weren't sure what the problem was, but just knew it was going to cost an arm and a leg. I told her to take it to Superior, and that they would diagnosis it, and give them an HONEST quote. She said her husband was very particular, and wasn't sure she could get him to go to a place that specialized in tires. I shared a couple of my experiences, and that I felt they were the most honest shop in town, and knew they wouldn't be disappointed.................Her husband gave in and took the car in. She came back to work the next day, and said her husband was SO impressed by Mike and the team at Superior that they were going to make Superior their shop of choice. She said that Mike had called her husband and talk with him quite a while about what was going on...............but he was SHOCKED when Mike advised them to wait to have anything done, that it really didn't need to be done at that point. You never hear of a shop advising you to put off having work done..............usually they are telling you you need all kinds of things done, above and beyond what you THOUGHT needed to be done. But this is just another example of the honesty and integrity of your Longview shop. My friends husband said THIS was definately the shop he would be doing his business with, and would return when the work needed to be done. They truly appreciated the customer service and honest treatment they received.
So many stories............but I truly feel these are what make or break a business.......these are what tell you the caliber of employees you have working for you, and I'm not sure how many of these stories YOU get to hear, as the owner.............From Earl and all the other mechanics...........to Riley, John, and Lorna at the front desk............to Mike, the Manager who skillfully leads the team and sets the tone of honesty and dedication to your customers.............I can't say enough about the Longview Shop. As a now single woman, I can't tell you how reassuring it is to know I have this team on MY side when it comes to car issues. I have two teenagers who also have cars, so I am somewhat overwhelmed by the upkeep and ongoing task of keeping 3 vehicles up and going. I was actually 2 hours out of town one time, and my son called saying his car had died on him, and he had no idea what was wrong. He had to be at work, where he is a delivery driver and had to have his car. I called Superior, told them what was going on............and that I would so appreciate it if they could help. Mike and Earl actually went across town to where my son was broken down, saw that the car would start, but was having some mechanical issued. They realized that my son was not comfortable driving it............so Earl drove the car to the shop, and Mike gave my son a ride home. The car issues were resolved and fixed in a very timely manner............ as a mother, I can't tell you how reassuring it is to know I can rely on that kind of customer service even when I'm out of town, and KNOW that I won't be taken advantage of and work won't done that isn't necessary.
Thank you so much for allowing me to share my experiences with you. I think a team that gives such great customer service and continually impresses anyone I send their way............deserves to be given the kudos they have earned.