Last updated on February 5, 2020
An Open Letter to
Travis Willis, Dealer Principal and Mr Chase Williams, Used Vehicle Manager
Buffalo Toyota King Williams Town
Regarding: Zan Lang
Dear Mr Willis
I have to say it’s rare these days to find customer service that makes one smile, let alone customer service that makes one want to write to a company or individual on the level of service unless it’s to make a complaint.
The level of service I received from Zan Lang when purchasing a second hand vehicle from Buffalo Toyota not only made me smile but went far and beyond the call of duty!
I have to empathise this was not a new car or a hugely expensive car – probably a mid-ranged used car.
Having found a car my first surprise was when Zan actually cancelled my test drive because he’s noticed something wasn’t 100% right with the car. He send the car off to be checked/fixed, offered to show me other vehicles and I continued my search but a week later he was willing to let me test drive the car and arranged a suitable time for him to ‘bring the car to me’ from KWT for me to test drive in East London and “kick the tyres”.
Having made the decision to purchase the vehicle I went through the process of sorting out the financing and deciding over some optional extras that Buffalo Toyota offered such as extended warranties, etc. Although this was a different department Zan kept in touch throughout and made sure that things were moving forward.
Once all the paper work was signed delivery took place at my offices. There were one or two minor cosmetic things that Zan pointed out that he had wanted to sort out before delivery but rather than delay we agreed to let me take delivery of the vehicle and have those minor details fixed at my convenience in the following week. He organised this and a courtesy vehicle for the two days the car was being buffed, polished, etc. Zan even made a visit to make sure I was happy with progress.
A week after delivery I had a couple of minor queries and something minor that was working on delivery had mysteriously stopped working. At that stage I just considered this to be bad luck but having asked Zan for advise he, without hesitation, picked up the car and sorted things out for me.
I am quite frankly blown away by the level of service over what is, after all, still a second hand car. I can honestly say the next time I am wanting to purchase any vehicle I will contact Zan before anyone else, regardless of budget and regardless of where he is working! I have no hesitation to recommend him to anyone who is looking to purchase a vehicle.
Zan is a huge asset to Buffalo Toyota and is to be commended for his attitude to customer service and for making the whole process a joy!
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