CUSTOMER EXPERIENCE CENTER STAFF
Get to know your guide to "THE ULTIMATE DRIVING MACHINE!" |
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Having been born
and raised in London, I naturally developed a passion for British automobiles.
My father’s position as an executive with Exxon-Mobil, enabled me to indulge
this passion. In fact, I grew up around some very nice vehicles – Daimler,
Jaguar, MG and Lotus. It was during this time that I refined my passion, and
began focusing on truly exceptional automobiles.
My initial exposure to BMW came in the mid-nineties during the famous takeover in 1994 and de-merger from Rover in 2000. My favorite vehicle
growing up was the Rover 75, a car that BMW helped to develop.
I remember
when I first drove a BMW – and what an epiphany: I couldn’t believe the difference in performance, handling, and level of technology compared to anything I had driven before. I was greatly impressed, and continue to be impressed year after year with every innovation.
In 2000, my family and I moved to the United States, where I continue my education, ultimately enrolling in college and working freelance in graphic design and marketing. I took a hiatus from school in 2004 to do some traveling, and was recruited by a well-known computer company, where I was involved in
sales, marketing, customer relations, and training.
All this turned out to be excellent preparation for my career shift – joining Otto’s. My initial inclination was to join the sales team, but it soon became apparent that my background was more ideally suited for a position in the newly created Customer Experience Center.
The CEC exists to provide the
Ultimate Customer Experience. It is both my goal and my passion to see that our level of customer service, meets and exceeds the rightful expectations of current and future BMW owners.
Apart from work, my foremost goal is to complete my undergraduate degree in Political Science and International Relations, which I
returned to part-time at the University of Pennsylvania. For recreation, I enjoy soccer, rugby, golf, cycling, snowboarding, and, whenever I find the time, traveling throughout the world. | |
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I really feel like BMWs – and Otto’s, in particular –
are part of my DNA. Over the years, as various family members purchased their
cars here, they would talk appreciatively about how well they were treated, and
how the emphasis on customer service fueled their loyalty to the dealership. You
can imagine how pleased I am to be part of the team that continues that
tradition.
Growing up in the country – particularly with access to my
parents’ BMWs – meant I had a lot of fun driving. Of course it also set a
standard for automotive enjoyment that will be hard for any other car to meet. I
guess that means BMWs will be going into the next generation of Timbermans –
which is a great thing!
It’s amazing how my education and previous
employment presaged and prepared me for this job. My degrees in marketing and
hotel restaurant management led first to a position as catering manager at the
University of Delaware, and later, sales manager at an award-winning Courtyard
by Marriott. Both experiences developed and enhanced the marketing and customer
service skills I’m using today.
This department is the electronic
interface and often the first point of contact with prospects and clients, and I
think of myself as a sort of Internet concierge. It’s our job to make visitors
feel welcome at our website, to answer any questions they might have, and to do
what we can to guide them to the BMW that will be ideal for their needs. And
just as we do with those who come through our doors, we try to match our level
of attentiveness to the preferences of each individual.
In the final
analysis, of course, it’s all about building relationships and focusing on
customer service, values foundational to this dealership, and, I believe, at the
core of what I do best.
When I’m not here at Otto’s, I love spending time
with my family, being outdoors as much as possible, and traveling when I have
the opportunity. I really believe in making the most out of life – and that’s
what I try to do, both personally and professionally. |
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I was an Otto's
customer for seven years, during which time I had such good experiences, that I
eventually decided to apply for a job here. During that time I was a hotel
manager in Wilmington, a position that taught me a lot about customer service.
Because of my work I came here with a real grasp of what it's like to be on both
sides of the counter: knowing what customers are looking for, being empathetic
to their concerns, and understanding that it's sometimes difficult for them to
articulate those concerns. I find I'm able to bridge the gap between our
technical people and our customers.
I've also discovered that the needs
of customers in both the hotel and automotive worlds are pretty similar. They
want to be listened to, they want to be understood, and they want to feel that
they're talking to a human being who cares about their concerns and genuinely
wants to be of service. At the end of the day you want to feel like you've made
a difference.
A relaxing weekend for me is any place with a beach, blue
skies and friendly people. I like to travel quite a bit, and have been to
Europe, South America and the Caribbean. I'm always looking forward to another
trip to a location where I can experience cultural diversity.
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| CEC Service Coordinator |
| Steve Rugg |
Phone: 610-399-8065
Fax: 610-399-4172
srugg@ottosbmw.com | |
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