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 Going the Extra Mile

DATE: Will be calculated from "Release Start Date" field.

​Just last weekend my family went to Nashville Tennessee for my daughter’s wedding at the Opryland Hotel. My daughter had driven down to Tennessee earlier in the week in her 2013 Escape, my wife and I along with my son and his girlfriend flew down on Saturday for the Sunday wedding. When I woke up Monday morning and turned on the TV I heard the story about the recall and parking request for the 2013 Escapes.

My daughter contacted her dealership in Bracebridge, Ontario for instructions. She was given a number for Ford Service which she called. She explained her situation and was told that everything would be taken care of, they told her that they would call her back by 5 p.m. with instruction for getting a rental car so that her honeymoon would not be interrupted.

She received a phone call at 5 p.m. instructing her to go to a Ford dealership in Nashville and that they would have a car ready for her. She needed a replacement vehicle that night because they were leaving Nashville and headed for Gatlinburg the next morning.

We located the closest dealership which was Two Rivers Ford, we explained what was going on and that we needed a rental car. That’s when the problems started. The dealership had no idea that we were coming in and to make matters worse they already had a waiting list for rental cars due to the number of people that had been into the dealership earlier in the day dropping off their Escapes.

This is when the Go Further part comes in. We were introduced to Tommy Crockett the general manager of Two Rivers Ford. He spent the next three hours trying to set us up with a rental car that my daughter could use to start her honeymoon. When all avenues failed to turn up a rental car, Tommy went to the back and came out with a set of plates that he installed on an Explorer, he instructed my daughter to make her way over to Gatlinburg and when she had time to drop the Explorer off at the local Ford dealership and pick up a rental car. He would then send two employees off on the  four-hour drive to Gatlinburg to pick up the Explorer.

In my eyes, Tommy went way above what could be expected from a dealer to help someone that had never purchased a vehicle from his dealership. Not only did he spend 3 hours with us that night trying to get us a rental car, but he took a personal interest in making sure that my daughter did not have to adjust her honeymoon due to the recall of her Escape. Through Tommy’s actions and genuine concern for my daughter plight he sets a high standard for all dealerships and is a true example of the customer coming first.

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12/19/2012 6:00 AM