I originally posted this on the "other" forum, but worth sharing here.

Let me begin by saying I have been blessed to achieve success via several avenues and small businesses. Therefore, I consider my opinion re: others business operations somewhat valuable and informed.

At the risk of revealing trade secrets, I want to share Switzer Performance's recipe for success. This has been revealed to me over the past month. I won't share the whole story, but the most recent example which is 100% indicative of the experiences I've had with them the past month.

I purchased an Ultimate Street Edition GT-R, courtesy of David Kim w/ Switzer. Today the car was being delivered. Over the past month, Switzer had some prep, etc. to get the car ready. They completed their part and put it in the hands of a transporter. Realize, I am a grown child. Have lost sleep for 3 days. Had a steady rush of adrenaline while awaiting its arrival.

Trailer arrives. I'm chatting with driver, looking around. He is removing tie downs when I notice a problem-Major problem. Front wheel strap had lodged against front left caliper and broken off the "hardline" brake line that goes into the caliper. These are custom painted calipers. Hmm. Car has no brakes. I text Ethan @ Switzer who is handling my project. He is at lunch at a restaurant. He demands a bill and leaves lunch immediately (against my will) to get back to office to handle.

Frustrated, I continue to inspect. Wait. Caliper isn't only problem. Brake fluid has now leaked and sat all over the Gloss Black Switzer wheels. Oh yeah, that is a huge white spot where all the color has been etched and removed. Wow. This sucks.

What to do? I live in a small town with no Nissan Dealer. Custom wheels, custom calipers. This is not a "order a caliper, replace, and fix it in a week" problem. We (Myself, Switzer, and Transporter) found a solution immediately which involves transporting the car to a Nissan Dealer 3 hours away.

Fast forward to my point: Although EXTREMELY bummed, thats not my point here. Many shops would have said "Im so sorry, let us know what we can do to help." Or even worse, "here is the number for the transporting company, they will handle." However, Ethan's immediate response was "give me the dealers name, and don't do anything else. I will handle this" From there, although NO FAULT whatsoever of SPI's, they are handling every aspect. In addition, part owner, David, called just to apologize, touch base, and express his intent to resolve quickly and efficiently. Today, I felt like I was their ONLY customer. Isn't that how we all want to feel as customers?

This is not the only example in the past month that has proven that when Switzer preaches "Customer1", they practice what they preach.

Thanks one more time to the Crew at Switzer. Keep up the great work!

 

My experience with Switzer was outsanding as well. Although I was not a P800 or Ultimate customer they made me feel as though I was the most special customer they had. Neil and Ethan were a pleasure to work with. In this day and age when people are ready and willing to pass the buck... it's nice to know someone still cares. Congrats on the new car and make sure you post up pics, videos and experience/thoughts once it is finally in your hands.

 

thats how you keep customers right there.

 

Good stuff

 

I lovew these type of stories. So many companies just don't get it these days. Its a pleasure to see one that does get it. Not only will I share this information I will become a customer one of these days.

 

Great story and good to hear positive experiences

 

This is exactly why I stick with them. I've built 7 cars (#8 is currently in progress) with 5 different builders/tuners, and Switzer has been the best one by far, in all categories.

 

When starting to read this thread, I thought,"Uh-oh... What now?"

Halfway through, I realized it is yet another success story.

Wonderful example of what customer service should be.

 

Service after the sale speaks volumes.

 

Amen!!!

 

It's great to hear stories like this. So many companies are so focused on the sale and getting paid that they ignore the service after the fact. Companies like Switzer will continue to succeed as long as they continue this excellent service to the client.

 

But the problem is, who tied down the car that caused all that damage Switzer or the transporting company (switzer's) ?

This is exactly how I would expect it to be handled as well.

 

Transport drivers are the ones who strap down the vehicles that they are transporting. Not the shops, or owners, who are paying them to transport the cars.

 

exactly they are big ****** bags !!! i remember when i got my car they had the car strapped by the sway bars..... are you fukin kidding me ? i could of killed that guy.

 

Exactly .... so why is transport team not responsible for this mess and why is Switzer paying for it rather than holding them responsible for it