I want to share a story about Fusion Brand Manager Sam Hoyt. Sam received a letter from former Ford customer, Richard Anderson of Long Beach, CA, originally addressed to Alan Mulally.
Anderson hasn’t driven a Ford since his teenage years in 1963 when he owned a Ford Fairlane. Several years later, he traded the Fairlane in and converted to a longtime Toyota customer.
That was until the day his local news station aired the Detroit Auto Show featuring the new Fusion Energi.
Anderson tried to acquire any information he could regarding the new Fusion Energi from local dealers and couldn’t get the answers he desired. That’s when he wrote Mr. Mulally a letter and Sam was able to intercept and connect with the customer.
On March 12, Hoyt called the customer and was able to answer all of his questions. The customer was so elated with the news, he canceled the Toyota Prius Plug-In he had on order that was scheduled to arrive on April 5.
Anderson drives 125 miles a day and spends over $700 in gas a month. Hoyt was able to provide the customer with enough information to convert him to an enthusiastic customer willing to wait a few more months for the Fusion Energi.
In the meantime, the customer can enjoy a Fusion die-cast and other information Hoyt will provide to this new converted Ford advocate.
Anderson was so impressed when Hoyt took the time to GO FURTHER that he sent her a Hallmark Thank You Card saying “There are no words to express my appreciation.”
With employees like Sam Hoyt, GO FURTHER means Ford will be welcoming more customers from Toyota!