I had several interactions with the dealership prior to purchasing a vehicle. Unfortunately I made the mistake of ordering a new 4Runner (from the factory) at Beaverton Toyota because they were close and made a promise they couldn't deliver on. Long story short, we were bait and switched and basically out of a car being as we sold my wife's the day we were to take ownership. (read my review of Beaverton Toyota)
Well it just so happened Wilsonville Toyota was following up with an inquiry of mine and the timing was perfect. Basically I told them how we got screwed by Beaverton and naturally they were empathetic and expressed their feelings and asked if they could be of help. I told them I was looking for an new 4Runner TRD Offroad but would settle for a SR5 Premium. As expected, they went to work to find a vehicle but to be honest, I didn't have faith that any dealership could come through at this point. Well I got a call from a sales manager (Boyce) who not only understood our situation but offered a solution. He told me that if I was patient he could get me into a vehicle, although not the exact one I wanted, it was close. (TRD vs TRD Premium) This one didn't have the leather interior, but they would add it and warrant the leather under the manufacturer's warranty. Keep in mind the whole time this was over the phone, they didn't play the "Come on down to the lot" game that dealerships love to play. Since this vehicle wasn't due on the lot for a week, Boyce offered a loaner car at no cost because he knew we had just sold my wife's. He also said if we decided to go with an SR5 Premium we could do that as well, either way if we needed a loaner to get us through the week while the get us a 4Runner-it wasn't a problem. I agreed to come down and sign some paperwork and moments later Boyce said that the vehicle might actually be somewhere on the lot, just not in inventory. So my wife and I headed on over to Wilsonville, which is what we should have done in the first place.
I was greeted nicely (not a shark attack like others) and was introduced to Boyce. Meeting him was like meeting somebody you wanted to do business with. There was not uncomfortable small talk and he didn't come across as a salesman. He introduced us to his salesman who had brought the car around and he went back to work. So Boyce introduced me to Julian and I thought "Great, here's the car salesman I will have to deal with for the next hour or so." This couldn't be any further from the truth. Julian is a friendly and seemingly good dude. He didn't attempt to break the ice with talk about the weather or "how hot these 4Runners are flying off the lot". Julian was a squared away guy that you genuinely enjoyed talking to. More or less it was if we were hanging out during the sales process. Sure, he was professional and conducted himself well, but I honestly felt like we were in his best interest. The entire purchase went smooth. There were no surprises and both Boyce & Julian were excellent. My wife and I were super happy and found a whole level of service that we didn't even know existed. I would highly recommend Wilsonville Toyota and hope upper management knows the quality employees that both Julian & Boyce are. I must also mention that it was Steel Miller who did an excellent job at keeping in contact with me over the last couple months and that he was instrumental at getting me into the dealership and into a new 4Runner. Any organization would be lucky to have any of these 3 working for them.
Net Promoter® NPS®, NPS Prism®, y los emoticonos relacionados con NPS son marcas registradas de Bain & Company, Inc., Satmetrix Systems, Inc., y Fred Reichheld. Net Promoter Score™ y Net Promoter System™ son marcas de servicio de Bain & Company, Inc., y Fred Reichheld.
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Well it just so happened Wilsonville Toyota was following up with an inquiry of mine and the timing was perfect. Basically I told them how we got screwed by Beaverton and naturally they were empathetic and expressed their feelings and asked if they could be of help. I told them I was looking for an new 4Runner TRD Offroad but would settle for a SR5 Premium. As expected, they went to work to find a vehicle but to be honest, I didn't have faith that any dealership could come through at this point. Well I got a call from a sales manager (Boyce) who not only understood our situation but offered a solution. He told me that if I was patient he could get me into a vehicle, although not the exact one I wanted, it was close. (TRD vs TRD Premium) This one didn't have the leather interior, but they would add it and warrant the leather under the manufacturer's warranty. Keep in mind the whole time this was over the phone, they didn't play the "Come on down to the lot" game that dealerships love to play. Since this vehicle wasn't due on the lot for a week, Boyce offered a loaner car at no cost because he knew we had just sold my wife's. He also said if we decided to go with an SR5 Premium we could do that as well, either way if we needed a loaner to get us through the week while the get us a 4Runner-it wasn't a problem. I agreed to come down and sign some paperwork and moments later Boyce said that the vehicle might actually be somewhere on the lot, just not in inventory. So my wife and I headed on over to Wilsonville, which is what we should have done in the first place.
I was greeted nicely (not a shark attack like others) and was introduced to Boyce. Meeting him was like meeting somebody you wanted to do business with. There was not uncomfortable small talk and he didn't come across as a salesman. He introduced us to his salesman who had brought the car around and he went back to work. So Boyce introduced me to Julian and I thought "Great, here's the car salesman I will have to deal with for the next hour or so." This couldn't be any further from the truth. Julian is a friendly and seemingly good dude. He didn't attempt to break the ice with talk about the weather or "how hot these 4Runners are flying off the lot". Julian was a squared away guy that you genuinely enjoyed talking to. More or less it was if we were hanging out during the sales process. Sure, he was professional and conducted himself well, but I honestly felt like we were in his best interest. The entire purchase went smooth. There were no surprises and both Boyce & Julian were excellent. My wife and I were super happy and found a whole level of service that we didn't even know existed. I would highly recommend Wilsonville Toyota and hope upper management knows the quality employees that both Julian & Boyce are. I must also mention that it was Steel Miller who did an excellent job at keeping in contact with me over the last couple months and that he was instrumental at getting me into the dealership and into a new 4Runner. Any organization would be lucky to have any of these 3 working for them.