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Our Customers
Say....
Here are just a few of the many letters and emails we've received
from our satisfied customers. Thanks to all who took the time to
write. Bob's BMW Sets Standard
Having purchased BMW bikes in NY, Florida, and Tokyo Japan, and servicing my bikes at dealers throughout the USA and Asia, Bob's BMW has set the standard for me judge all other dealers. It is a standard that BMW corporate should be proud of, and one that would make others much more successful if matched.
Here is the fleet in Florida. The riding is great here so I just have to decide on which to ride when. Thanks for all your help.
Regards,
Paul Kosieracki
Stellar Sales Staff
Bob,
I recently bought a red/silver (2004 BMW) R1100S from your shop. I have to say that the entire experience was not only flawlessly executed by your staff, but thoroughly enjoyable as well. I live in Rhode Island and saw the bike on your website. I knew I liked the way it looked and the price was right so I called your shop and spoke with Robyn. She was very courteous,
knowledgeable and prompt. We sent the paperwork back and forth and had Haul Bikes pick it up and deliver it here. I have bought BMW bikes in the past from a couple different dealerships, and let me tell you that the experience cannot even come close to touching my experience with your staff. Not only that, but the entire transaction was done over the phone! The bike isgorgeous. I had it out for a (very cold) ride yesterday and couldn't be
happier.
As a business owner myself, I like to hear satisfied customers, so as a VERY satisfied customer I thought I would drop you a note. I should also say, that any future bike I buy will involve a phone call to Maryland. It's thatsimple. It was a pleasure doing business with you and your staff.
Thank you.
Regards and Happy Holidays,
Robert L. Russell
Another Customer for Life
Hello Bob,
About fifteen years ago I was conducting sales seminars for real estate agents. At that time, the iconic figure in customer service was Carl Sewell, the ingratiating Dallas car dealer who wrote a seminal book on the subject, "Customers for Life: How To Turn That One-Time Buyer into a Lifetime Customer". I often cited Mr. Sewell's lessons when advising seminar attendees on how to treat their clients.
Were I to address an audience today, I'd use you, Bob, as an example of "getting it right". As you know, I just purchased one of your project bikes. The cost of this bike when compared with your new models, or even many of your previously owned examples, was very low. Nevertheless, I was treated from first look to riding away in the same manner as a customer purchasing a brand new, tricked out full tourer worth ten times more.
I left the bike with your service department for a few days to swap out a seat and windshield, change a tire, renew fluids and complete a state inspection. Well, not only did Eric, Sean and his crew complete the tasks, they went well "beyond the call" to locate a couple of scarce parts in order to deliver the bike to me on schedule. They even spent charitable time cleaning up the motorcycle and presenting it to me in pristine condition -- an act of pride and kindness.
Your team members went out of their way to please me. My delivery deadline was not dictated by necessity -- but merely personal desire. The fact that my wish was granted feels like a warm handshake of friendship. And, certainly, your dealership and all of those you employ, especially Eric, Sean, Ashton, Robyn and Karl, have made a friend in me.
Carl Sewell may have written the book, but you -- and everyone I've met at Bob's BMW -- live it. Click here to see photographs of his retransaction and bike.
Thank you,
Craig Roberts
Great Machine
Riding updates, currently have over 1000 miles, just did a Skyline drive run
yesterday after leaving work and will be riging the 9-11 ride next weekend...
great machine, many thanks for your help in landing the deal ...actually had
wife SIT on it in the garage while on center stand...progress! ... future updates
to follow...
Ralph Thrash
PS here is a photo of the BMW "stable" at the crib ;-)
Head and Shoulders Above
Thanks for the note and the outstanding services this morning, Karl!
The ride home was fantatsic! The GS felt great! Nice and cozy with
the Gerbing... Here are the two
pictures that Nomy took. Thanks again for all your help, expertise,
and professionalism. You stand head and shoulders above any motorcycle
sales reps that I have ever seen!
Geoff Renee Rocks
Your Hard Work and Success
Bob: a foolish note, perhaps, but I would like to congratulate you on your business success. I will never forget the day I first came to the shop you had in your house garage, thinking I had the wrong address because there was no way there was a motorcycle shop there. Then I saw two bikes pull up and knock on the sidedoor -it reminded me of the moonshine shops my grandfather used to take me to in WV.
Anyway, in my humble opinion (growing more humble by the day) you are a model of success, and all the credit belongs to you, Suzanne, and your loyal customers. I also like it when I hear rumors of your standing up to BMWNA now and then. I live too far away to be a onsite customer, but I have been riding BMWs now for 21 years and try to buy from your website a few times a year. I hope I am riding an R1500RT in another 21 years, and that I will still be buying stuff from you.
Best of luck to you, and I hope you enjoyed your vacation to New Zealand.
Steve Fox
Pleasure Doing Business at Bob's
Title and sticker for my existing plates arrived Saturday!
All would be well if the temp. would go above 40 and I could ride...
Thanks again for all of your help. You guys have lived up to your
reputation. It really has been a pleasure doing business at Bob's.
I suspect that I'll be back this summer for something that is a little
more of a daily driver.
Take care, Patrick
Whole Experience Easy
Karl,
Thanks so much for all your help! We have had the best experience
with Bob's BMW! You have made the whole experience easy. Yes, Joe
rides even in the freezing cold winter! I need to have warmer temperatures...
:)
Thanks again! Shirley Tacchetti
Sweet Deal
Thank you for "Sweet Deal" and it was consumed within seconds.
(I am a choco-holic) It was a very nice gift and the thought that
went with it. You and all the folks at Bob's are special and a pleasure
to deal with. I have been riding motorcycles for 45 years and your
dealership is by the best I have ever be in contact with. I want to
wish you,the entire Henig family and all the staff at Bob's a Merry
Christmas and a Happy and Healthy New Year.
Thank you again. George Kirschbaum
Thanks for the First Class Service your Team has Provided
Dear Mr Henig,
"Just want to take a moment and say thanks for the first class
service your team has provided throughout this past year.
First off I thoroughly enjoy my ’06 R 1200 RT and don’t
believe there’s a more versatile and capable road bike on the
market! Since delivery last April I have experienced riding over 4,000
fun filled miles.
My experience with Bob’s BMW started at the ‘06 DC motorcycle
show. Amidst the vast crowds, Karl Wagner took the extra time to introduce
me to the BMW lineup and answer my numerous questions. Although I
have years of riding experience my knowledge was dated. Karl skillfully
guided me through the difficult process of focusing in on the right
motorcycle to meet my needs. Prior to meeting Karl, I had my mind
set on another motorcycle brand. Since the delivery of my RT, Karl
has always taken the time to ensure my riding needs are met and has
been a tremendous source of knowledge. I could very well be riding
another brand if it were not for Karl’s personal and professional
service.
Unfortunately, on the way home after completing the MSF’s Experienced
Riders Course I damaged my rear tire—likely from road debris—requiring
a tow in for tire replacement. As I’m sure you are aware, securing
an R 1200 RT to a trailer must be done with caution to avoid damage
to the motorcycle. The tow driver called another BMW dealer in Northern
VA for assistance with securing the motorcycle, but was told “just
strap it down and bring it in and we’ll take care of it”
by their service department. As a motorcycle enthusiast, the tow driver
was uncomfortable with this advice and was about to give up on the
tow job. However, a call to Josh in your service department quickly
turned things around. He painstakingly walked me and the tow driver
through the process of securing the motorcycle to the trailer. The
RT made the 60 mile trip completely unscathed. In addition, Josh was
able to service the tire replacement, complete some recall work on
the brakes and change the oil while I waited. I doubt there’s
another motorcycle dealership out there anywhere that provides that
high level of service!
I must also mention that your state-of-the-art facility is loaded
with the latest accessories, apparel and a knowledgeable sales staff
to ensure the right application and fit to provide a safe and comfortable
ride.
Having spent over 22 years in the Air Force and commanding two operational
squadrons I know a first class organization like this just doesn't
happen on its own. It takes leadership and vision to assemble and
maintain a team of professionals and consistently deliver a level
of excellence I have come to enjoy at Bob’s BMW."
Thank you, Colonel Steve Jordan
You Do It "Just Right"
"Hello Bob,
Thanks very much for the wonderful introduction to your dealership
and my soon-to-be Beemer. Your warm, personal attention has won not
just a new customer but, I am sure, what will be a long and mutually
rewarding relationship. From your expertly crafted website to your
beautiful showroom and thoroughly professional customer service, you
do it "just right". I
should know -- I've spent the bulk of my career in marketing and i
can't think of a thing I'd do differently.
As for my impending purchase, I can't wait to climb aboard my "new"
R75/5, my friend. After my motorcycling hiatus the past few years,
it'll be like falling in love with these wonderful machines all over
again.
Thanks again, and I'll see you soon. For your entertainment, I've
attached a few sound files of vintage BMW sidecar outfits. They're
from old BBC recordings made at the Manx TT."
All the best from the old Kemp Mill neighborhood,
Craig Roberts
My Appreciation is for all the Crew
Bob,
Two years ago, I had the idea of showing my appreciation for those
I work with in the service department. This last holiday season, I
wanted to branch out a bit to show that I do appreciate folks in other
departments. It was a bit random and I hope that it doesn't hurt anyone's
feelings if they were left out. I simply had a limited budget and
needed to get some things off to nieces and nephews as well. I hope
that while not everyone shared in the direct benefit that they understand
that my appreciation is for all the crew. The good will, knowledge
and attention that they bring to their jobs has contributed greatly
to my enjoyment of riding.
And you know that I enjoy riding, very much.
J Burford Fields I am Happy I Found You Guys
"I have had my first BMW ('87 R100RS) for 6 months and have had
2 orders filled at Bob's BMW. The last one was a 2 1/2 page array
of mostly tiny bits - washers, o-rings, seals, rubber bits, etc.
I just wanted to let you know it was perfect and arrived in 6 days
(Ontario, Canada).
I am happy I found you guys, and thanks for shipping to Canada. I
know there is a little extra paperwork."
Cheers, Doug West
Thanks for Making the Purchase Process
so Easy
"Karl ,
My thanks go to you and Theresa for making the purchase process so
easy.
I had a great 200-mile ride home from Jessup after taking deliver
of my “new” BMW.
Where else but from Bob’s BMW could one purchase a 20-year old
motorcycle with
more than 60000 miles on it and immediately set out on a 200-mile
trip in confidence?
To me that says a lot for BMW, but it also says a lot for Bob’s
BMW.
Thanks again."
Steve Wann
You Won a Customer Thanks to Omar!
"Rick,
I’m just writing to let you know that I’m grateful for Omar’s help
in locating parts for my beamer; he was knowledgeable, courteous,
and sincere. I’m feeling comfortable calling Omar for his help and
advice about your products. You won a customer thanks to Omar! "
Warm regards, Jerry Macki
I Couldn't Have Done It Without You
"I finally finished it! It started
first time & runs strong. Thanks for your help Jeff , I couldn't
have done it without you." Click
here to see a before and after.
Anthony Capper I Benefit from the Expertise of your Service Department
Bob,
"I've been remiss in not writing sooner to say what a great favor
Steve did in changing my rear shock without having to replace the
swing arm. I don't know if anyone has filled you in, but it was a
really tough job to get the old shock off. it was a good example to
me of how I benefit from the expertise of your service department.
That said, I am enjoying learning more about the mechanical aspects
so that I can fix a thing or two on the road, if need be, and I appreciate
the wit of the gang in service at guiding me when I have a question
or two -- and sometimes steering me away from bad decisions.
It's been a great year, and again I end it feeling grateful that I
found your store in 2003."
Thanks!
J Burford Fields Impressed by
the Customer Service
"Hi Bob -
Thanks for your ideas. I might as well take a minute to let you
know how impressed I was with the shop. I came for Octoberfest to
get a rear brake cable to replace myself and John was so helpful,
he identified it as a warranty item and squeezed my machine in (rather
that me replacing it myself when I got home to Arlington) since
it was a safety-related issue (it had a pinhole leak). Anyhow, needless
to say, I was so impressed by the unexpected customer service that
I quickly decided to choose your shop for my service needs instead
of Battley's in Germantown, which is somewhat closer.
Thanks again for the response to my email",
Mark Wilcox Wonderful Motorcycle
& Experience
"Dear Bob,
I want to thank you and your staff for a wonderful motorcycle &
experience. I purchased the 2002 R1200C Saturday December 2, 2006.
I am still waiting for my temp tags, hopefully today!
But, I couldn't stand looking at it anymore in the garage and had
Dan put my sold F650 plate on it. We went out riding for about 70
miles. It rides great and I had a blast. (I felt a little naughty,
but santa already came this year) Guess I need to hand in my 650 plate
to DMV this week, too tempting to go out again. :O) "
Thanks again, Pamela Toth Bob,
"Your party was special like everything else at "Bob's."
Thank you.
Have a wonderful Christmas! Bob Mertes
Do Yourself a Favor
From the WorldRider blog, Oct 2006, Sucre, Bolivia :
"On Thursday Jon finally got through to someone at Batteryweb.com.
They skirted around the issue. There was some confrontation. Finally
they told Jon that the battery would be going out that day via UPS
-- which, by the way, quoted the longest delivery time to Bolivia
-- nearly 3 weeks. There were no apologies. Not even a lame excuse.
There were no answers at all. Further calls resulted in the cancellation
of the order and the realization that this fly-by-night outfit didn't
even inventory batteries. At the time of the order the owner or manager
of Batteryweb.com seemed interested in my journey. He even sent a
nice email commending me on the video pod cast and offering advice
on how to perhaps resurrect my dead battery. But this attention to
my situation and journey quickly faded. So Jon moved quickly and the
next day, October 27th, my battery was officially on a truck and tracked
by DHL.com thanks to the Jon and the great support team at Bob's BMW
in Maryland. For readers of this travelable, do yourself a favor:
don't do business with Batteryweb.com and pass the advice onto your
friends."
Great Stocking Distributor
of BMW Parts
From Spench360 blog, Jan, 2006. Cuzco, Peru
"This morning I found that my water pump needs to be rebuilt.
The design is stupid and they wear themselves out rather quickly,
quite often before the 20K miles that I have on my bike. Though this
seemed rather dour at first, given the nearest BMW shops are in La
Paz, about a 2 days ride, and not likely to have the parts, or Lima,
a 3 day ride over several 4000M passes, I hopefully have a good plan.
I called Bob's BMW in Maryland, which is a great stocking distributor
of BMW parts, and they had everything I needed, and promised to ship
them this afternoon via DHL to my hostel here in Cuzco...
I woke up this morning to almost clear blue skies, the nicest weather
in our week here. I took this as a good omen. We taxied over to the
mechanics shop to find it locked up tight. The guys at the paint store
said he wouldn't be in until tomorrow. We were a couple minutes early
so we just stood there, and a moment later a motorcycle drove up.
"Hey that's MY motorcycle!" I thought we were going to start
work on the bike right then, when in fact it was already compete.
I was handed the old water pump parts and charged $50. I could have
probably haggled, in fact it almost seemed expected, but Dick said
something like "that's worth it, how much would you have been
charged in the states?" It being a Sunday morning and these people
having just done me a huge favor working either very late on a Saturday
or early on a Sunday, I paid the asking price, and drove the bike
back to the hostel."
Reputation of
the Store
From a BMW after-sale Customer Satisfaction Survey:
George Smith purchased a 2006 BMW K1200S from Bob's in November. Here
are his comments...
Mr Smith stated that he was impressed with the whole store. The staff
was knowledgeable and when he made the purchase the owner greeted
him and took a photograph of him for the website. It was the reputation
of the store that interested him and he plans on going back.
The Historical
Collection Was Awesome
Bob,
"I just wanted to tell you that I greatly enjoyed my first
visit to your dealership on Saturday, November 4. I had flown up
from Atlanta, and was in the DC area for the weekend on business,
and made a point to allow extra time to stop by. Your dealership
is very impressive, your historical collection awesome, and your
entire staff extremely friendly and made me feel very welcome. And
the coffee was hot, and the donuts fresh too! Although I only purchased
a t-shirt, the warm way I was treated made me feel
like I had just purchased a $20,000 BMW motorcycle...who knows,
maybe on my
next visit! :-) "
Jeff Ebner
I'll be Recommending
Your Shop
To Sales Team @ Bob's,
I received an order today in Ireland and am delighted with both products.
I'll have no difficulty in recommending your shop to anyone that will
listen.
Kindest regards from this side of the pond.
Mick
Gartland Great
Time and What a Great Place
"Bob,
I was at your open house this past Saturday - what a great time
and what a great place you have!! I'm the guy with the tan K100LT
who did not buy the tires. I want to thank you for looking out for
me and others. It was a wonderful gesture on your part and I really
do appreciate it."
Thanks again!!!
Pat
Retailer is Friendly
and Helpful
From a BMW after-sale Customer Satisfaction Survey:
Martin Christiansen purchased a 2007 BMW R1200GS from Bob's in October.
Here are his comments...
Martin stated that Carl his salesperson and Theresa the finance advisor
were great and fantastic. He chose Bob's because the retailer is friendly
and helpful.
Posting from Martin's web site.
I got my motorcycle at Bob's BMW in Jessup, Maryland. Everything about Bob's is the best that it can be. The friendly people in the store are ready to help out with any questions and I consider all the staff my friends. When I was looking at motorcycles, they answered all my questions and gave me additional information and suggestions to help me make the best choices. They suggested aftermarket bright LED breaklights that flash before staying on constant. They all know me by name and know the bike I have. When I stopped in for the extra luggage, I asked Karl if they had any in stock and they took care of everything. You can sit on all the bikes (except the ones in the museum) without having a salesperson hovering around. If you are interested in a BMW motorcycle, the best advice I can give you is stop by and visit Bob's BMW.
From a BMW after-sale Customer Satisfaction Survey:
Katherine Bowman purchased a 2007 BMW F650GS from Bob's in November.
Here are her comments...
She stated that her boyfriend (Martin Christiansen who recently bought
an R1200GS) got her interested in this bike because of the size and
styling. Everyone was wonderful, nice, and fantastic to work with.
The two people she worked with Carl Wagner (sales) and Teresa Strait
(finances) were fantastic and great.
Good Reputation
From a BMW after-sale Customer Satisfaction Survey:
Michael Dale purchased a 2007 BMW R1200GS from Bob's in November.
Here are her comments...
He stated that the purchasing experience was great and he went to
Bob's because he knew about their reputation. He had owned a couple
of BMW bikes as well.
Bob's is a Great Retailer
From a BMW after-sale Customer Satisfaction Survey:
Darl Synder purchased a 2006 BMW K1200R from Bob's in November. Here
are his comments...
It is his 3rd BMW bike and Bob's is a great retailer. His experience
at the dealership are always good. He had previously purchased bikes
from Bob's BMW.
I'll Come Back to
Bob's to Purchase Next Bike
From a BMW after-sale Customer Satisfaction Survey:
Alfred Thomas purchased a 2006 BMW K1200S from Bob's in September. Here are his comments...
Mr. Thomas stated that he would give his salesperson (Karl Wagner) a 20 (BMW rates from 1-10) if he could. He'll come back to Bob's to purchase his next bike in the future. He also stated that he's just a fan of BMW period, no matter what they make.
Very Personable
From a BMW after-sale Customer Satisfaction Survey:
Geoffrey Cline purchased a 2006 BMW K1200S from Bob's in September.
Here are his comments...
He and his wife were looking for a bike and decided on a BMW due to their reputation for quality. He gave Bob's an 11 based on the comfort level of the transaction. The people at Bob's took their time with the transaction and saved him $600 on insurance. He met Bob and found him very personable and everyone made him feel like he is part of the family.
Very Thorough
From a BMW after-sale Customer Satisfaction Survey:
James McMahan purchased a 2007 BMW R1200R from Bob's in December 2006.
Here are his comments...
The process was very thorough and took a lot of time explaining things
to him. His father is a BMW motorcycle rider and BMWs are the preminate.
Thank You for the
Baseball Cap
"I just wanted to thank you for the baseball cap I received
yesterday. I love it. It is always a pleasure dealing your people.
Karl has been a big help in my new adventure."
Thanks again, Phil Caplan
I Hope to Enjoy my
BMW, Along with Your Organization for Many Years to Come
Hi Bob,
I wanted to send a quick note to convey what a pleasure it was to work with Karl Wagner in my quest to find the "perfect" motorcycle for me. Karl was professional, knowledgeable, and courteous. He made the purchase an enjoyable experience.
Thank You Karl.
I also wanted to thank Omar Behery and Dave Okusura for helping outfit my wife and I with riding gear. They too were extremely helpful.
I hope to enjoy my BMW, along with your organization for many years to come.
Thanks again, David Zuck
I'm Proud to Know
You and Proud to do Business with You.
"I was at the Ride for Kids today. I had a wonderful time riding
in the "pack."
First, I wanted to say thank you for the invitation to the event.
I learned of it through the Bob's BMW Newsletter. It's an event I
won't miss next year.
Second, I was very excited to see you take the lead for donations
to this very worthy cause. I'm proud to know you and proud to do business
with you."
Rick Fournier
Feels Like I'm Part of the Family
From a BMW after-sale Customer Satisfaction Survey:
Philip Caplan purchased a 2006 BMW R1200RT from Bob's in August. Here are his comments...
Since he purchased the bike he's been into Bob's numerous times and he already feels like he's part of the family. They greet him at the door and they know who he is and what kind of bike he rides.
Bob's is the Greatest Retailer
From a BMW after-sale Customer Satisfaction Survey:
John Bloom purchased a 2006 BMW K1200 LT from Bob's in August. Here are his comments...
I called Bob and made arrangements to trade his 1999 K1200RS for his new LT with the Nav III from the BMW promo. He came in on Saturday as planned and Bob had everything ready to go. They spent 15 minutes on all of the paperwork and he was off on his new BMW. Everything went perfectly and it was the easiest purchase he's ever made for a BMW. Bob's is the greatest retailer he's dealt with and he owns a group of BMWs.
Third Purchase from
Bob's
From a BMW after-sale Customer Satisfaction Survey:
Robert H Torche purchased a 2006 BMW K1200 GT from Bob's in August.
Here are his comments...
Karl did a great job. This is the third time he's purchased a bike
from Bob's and it is a great retailer. BMW's are the only bikes that
he owns.
11 Perfect 100's
From a BMW after-sale Customer Satisfaction Survey:
Stephen Dillard purchased a 2004 BMW R1150R from Bob's in September. Here are his comments...
Rated Bob's dealership with 11 perfect 100's. He already owns a BMW series 3 and was interested in a new BMW because they make good vehicles.
Very Classy
Bob,
"Just received our personalized cap with our motorcycle on
it. It's very classy that you would still show us this kind of wonderful
consideration even though our bike is not a BMW. My only regret
with my purchase from Bob's is that it's not a BMW so that it could
be serviced at your shop. It's been sitting in a shop in Ellicott
city since we got it awaiting a new rear tire, but we're looking
forward to enjoying many miles in the future on
it. Maybe even an Iron Butt run. I just wish there was a BMW equivalent."
Rich Reinhart
Only Wish that You
Had a Shop in the Mountains of NC
Bob, " I just to want to let you know how pleased I am with
the service I receive each time I deal with your parts department.
Jeff and Colin are always helpful and knowledgeable, and Bucky Sexton
is the very best parts person I have dealt with in the 22 years we
have owned our trusty 1984 R100T (379,000 miles, no less!). John in
your service department has helped me also, trying to diagnose problems
long distance, sight unseen, over the
phone. I can only wish that you had a shop in the mountains of NC!"
Thank you, Cathy Hargrove
Two Hours Later I
was Back on the Road
Bob,
"I wanted to take a minute and tell you how great my experience
was at your dealership. I recently moved to Fairfax, VA from Tulsa,
OK and was looking around for a new supporting dealer for my 2005
GS1200. I was worried that I’d be forced to sell the GS and
buy another Honda because my last dealer wasn’t very good (that’s
putting it nicely) and my confidence in the bike’s reliability
was low. Some of the guys on ADVrider.com pointed me in your direction.
A couple Saturdays ago I made the trip out with the intention of just
meeting the guys and see what the scene was like. As soon as I step
in the front door Mr. Ford greets me and strikes up a conversation.
During the conversation I mentioned that over the past year I’d
been having a charging issue with my GS and had to constantly leave
it on a charger to ensure the battery didn’t die after a couple
days in the garage. Atlas Cycles in Tulsa couldn’t fix it and
told me everything was fine even though I had it hauled in on the
back of a wrecker. Mr Ford immediately took me to the back to meet
John at the service desk. As soon as I described the problem he knew
what the issue was and checked the bike in for several software updates
and a front brake/ABS cable update I didn’t even know about.
I figured Saturday was your busiest day and didn’t plan to get
any service work done without an appointment, but your guys offered
to help without me even asking. Two hours later I was back on the
road. My GS definitely runs better now and is noticeably easier to
start. I greatly appreciate the level of commitment your guys (and
gals) possess. Thanks again and please pass it on to everybody, especially
the service advisors and techs."
Brett Basler
p.s. Your newsletters are great. Your definition of ‘spirited’
riding in the latest issue is perfect. haha
I
Definitely Would Purchase Another Bike from Bob's
From a BMW after-sale Customer Satisfaction Survey:
"I didn't need a test ride and the delivery was done to perfection.
The whole experience was excellent. The accessories and gear are both
wonderful. Definitely would purchase another bike from Bob's. Also
like the engineering and design and I think it is a beautiful machine."
Marvin Dancy
Thanks for Supporting
the Sidecar Community
Dear Bob Henig:
"Thank you so much for the generous donation to the 28th Annual
United Sidecar Association National Rally. Help from dedicated people
like you is what makes the sidecar community, and our rallies such
a positive experience. T-shirts and caps are always appreciated."
Sincerely, Joyce Canfield
President, USCA
Thanks for Being
There
"Thanks for being there. I always end up with another airhead.
Part of the reason is knowing that your parts guys (and gals) are
always there with the parts and answers and I get my goody box
on the front porch a few days after I place an order. Today was
such a day and I was smiling. One of these days I'll be up your
way and drop in. Until then thanks again."
Troutrider
Thanks for Supporting
the Rally
"Dear Bob,
Thank you for donating door prizes to the 2006 Return to Trenton
Rally. I was one of the lucky individuals who won one of your donated
baseball caps."
Thanks for supporting the rally, regards, Rod Sheridan
Nice Surprise and Kind Gesture
"Bob, Ashton and Karl,
I just received my embroidered hat in the mail today. What a nice
surprise and kind gesture. Thank you very much. I finally moved
into my new house today so now I can get out and enjoy the K1200GT."
Take care, Bob Pecha
"Dear Mr. Henig,
I recently purchased a used R1150RTA from your shop and took advantage
of your fly-n-ride program since I live in Tucson. I dealt with
Carter and Tiena for the sale and it was a pleasure to deal with
them on the transaction. Ashton helped me out the day I picked up
the bike at your shop in late May and was also great to deal with.
However, the most outstanding aspect of your dealership I noted while waiting to leave on my new (to me) bike. I was most impressed with the young man with Down Syndrome that you have helping out around the store. As a father with a son with Down Syndrome, I really appreciate a business that will go out of their way to hire a non-typical employee and want to thank you for having the foresight to realize that even though some people may be different they are capable of being productive members of society.
Even though I live across the country in Tucson, I will definitely consult with your shop the next time I am in the market for a BMW motorcycle."
Best regards, Tom Simpson
Long Overdue Thanks
"Hi Josh
Before I hunker down into the real work of courseware development for the After sales Best Practices course, I wanted to express my long overdue thanks to you, and everyone at Bob's.
In my entire working life I never met, person-for-person, a nicer or more pleasant group of people in a company. Everyone made me feel welcomed and helped me where ever and whenever they could. Everyone.
It was truly a pleasure to be there and I hope to be able to return there again at some point.
And when we wrap up the course, I'll be sure to let you know ASAP.
And here's to "Houka Tuesdays" at Bob's!"
Best regards, Geoff
Your Place is Top Notch
"Bob,
Just wanted to drop you a line and let you know I purchased my second
bike from you last week – a 2006 K1200S to replace my 2004
R1100S. After several test rides and very patient Ashton – I pulled the trigger and could not be happier. I could not be happier.
The past two years of dealing with Bob’s has been a very pleasant
experience – from financing, sales, to service, to parts – your place is top notch. You should be very proud."
Thanks again. Scott Tominovich
Fine Store and Superb
Staff
"Bob,
Memorial day Saturday I was out riding my old Harley and came across
your dealership. I stopped in to stretch my legs and was warmly welcomed
by your staff.
As I spent the next 45 minutes looking around your dealership, I was
asked at least six times by different staff if I needed any assistance.
Carter asked if I would like a test ride, so I took out a LT1200.
Very nice bike. Although I'm not ready to change bikes, my visit to
the dealership was one of the highlights of my trip.
Congratulations on a fine store and superb staff." Randy
Steffen "Bob,
I was at the Vermont Rally and the Back to Trenton Rally and your
presence was at both which is great; we need more BMW dealers that
offer support like you.
I made some purchases in Vermont and was pleased to be the winner
of one of the hats you provided to the Trenton, Ontario Rally (which
is also a great rally).
Thank you for you ongoing support to the BMW riders, and a great
hat to wear." Bruce Peacock
"Bob,
I wanted to thank you for your continued attendance and support of the MOA
Rally and particularly to thank you for the t-shirt I won as one of the many
prizes you donated."
Thanks again, Glenn Miller
From a BMW after-sale Customer Satisfaction Survey:
I already own 4 bmw motorcycles and the experience at Bob's was
great.
Peter Woodhouse
From a BMW after-sale Customer Satisfaction Survey:
Anthony Waszko purchased a 2006 BMW K1200S from Bob's in June. Here
are his comments...
Bob's BMW is a great Pro Outfitter!
"Good morning Bob. I wanted to take a moment this morning to express my thanks
for the help I received last week in getting me back on a motorcycle
that is for me a thrill to ride and that I can spend long enjoyable
days on. As important as the motorcycle is, there is another reason
I keep coming back to your shop, and that is the friendliness, courtesy,
and professional way that anyone that goes to your shop is treated
by your entire staff.
Thanks again Peter." Peter Woodhouse
A recent note from our customer
Art Williams after riding with Josh our Service Manager on one of
Bob's Casual Rides.
"Bob,
Just wanted to pass on some positive feedback. I rode with Josh yesterday.
Josh led a well planed and well executed ride. I had a good time after
too."
Thanks Art Williams
"Bob,
I just wanted to say thank you for the baseball cap I received yesterday. It
was a complete surprise and so Bob's. I tell everyone that I had the best
buying experience because you focus on the little things. Thank you again
for the little things and I wish you a good day and good profits."
Anthony Leebrick
A recent note from our customer Bob Rodweller after attending the BRC class at Prince George's Community College.
I was asked to send you the attached four digital photographs of last weekends Bob's Safety Class held at the PG Community College. It was an excellent safety class with very good instructors who knew the topics very well, but they also offered many safety pointers based on their own personal experiences. It really was very informative and helpful experience. If we didn't ride motorcycles after the class, I'm sure that everyone would be a safer automobile driver.
Also, it was a great group of individuals to be with over the weekend. I was able to meet new friends and hopefully will be riding with some of them real soon.
Thanks,
Bob Rodweller
1999 K1200 RS
"Jill,
Still looking at picking up my bike on Wednesday. My wife has a
morning doctor appointment, so we should roll in there about noon.
Got to beat the rush hour traffic out of there. Thanks for the great
buying experience. How could anyone not love Bobs BMW?"
Jim P. Smith
"Dear Ashton,
Hope those LPGA tickets came in handy!!
My Dad & my brother-in-law went to the Great Grapes wine festival
yesterday, and said the best thing about the whole day was your booth.
They loved the Yellow bike with the sidecar."
Talk to you soon, Joseph Stelmack
"I just wanted to send a quick note to say that John and Daryl
are two great guys and I appreciate how well I was treated by both
of them. My husband, Elmer Streeter died last year. In trying to keep
my husbands bike battery from dying until I could sell it the throttle
cable broke if it weren't for John I wouldn't have brought the bike
to Bob's to be repaired. John and Daryl both have treated me with
the utmost respect and that is the way it should be, it shouldn't
matter whether you are a man or woman. John called the house and let
me know every problem they found and told me exactly what it was going
to cost so there were no surprises. I wish there were more people
like John and Daryl this world would be a better place for it."
Thank You Guys, Georgianne Streeter
From a BMW after-sale Customer Satisfaction Survey:
Dianne Garrett purchased a 2006 BMW F650GS from Bob's in May. Here
are her comments...
I've owned BMW motorcycles before and I loves Bob's BMW because they
do a great job. I've been riding for a long time and a good friend
had a BMW and she liked it so she rides them now.
From a BMW after-sale Customer Satisfaction Survey:
William Bath purchased a 2006 BMW K1200R on ebay and signed by Jay
Leno to benefit the National Kidney Foundation. Here are his comments...
I had lunch with Bob and had a great time. The experience was outstanding.
First time purchasing a motorcycle and it was fun.
From a BMW after-sale Customer Satisfaction Survey:
Manuel Alafriz purchased a 2006 BMW R1200GS. Here are his comments...
Received fantastic service...hospitable, courteous, quick, and efficient.
I have not found another retailer that is as good as them.
From a BMW after-sale Customer Satisfaction Survey:
Brendan Deasy purchased a 2005 BMW R1200RS. Here are his comments...
Purchased a bike from Bob's 10 years ago and came back because I needed a new bike. Found the entire experience phenomenal.
Posting from Craig's List
Recent Posting on Craig's List:
BOB'S BMW - Read if you're thinking of buying a BMW
I finally took the plunge in February and bought a BMW motorcycle
after admiring them for years. I was looking @ second hand bikes,
as I can't really afford new. I was on the fence between a bike
on E-Bay and a similar bike @ Bob's BMW in Jessup. The bike on Ebay
was a little less expensive and had fewer miles, but I decided to
go with the one from Bob's, as I have always heard good things about
them. As luck would have it, I experienced a mechanical breakdown
on the Eastern Shore a few weeks ago. I called Bob's to ask if they
could talk me through a quick field repair (not possible, given
the malady). Now get this, guys. They sent a tow truck, took me
to the shop and gave me a loaner for almost 2 weeks. When I went
to pick up the bike, the service manager zeroed out the ticket on
what would have been a costly repair. Note that I passed on buying
a warranty, which was offered to me, so they could have quite fairly
said "tough luck." While I did hope (and expect) that
they would treat me fairly (as I hardly put any mileage on the bike
due to the winter weather), they totally blew away my expectations.
No doubt I'll buy another BMW someday, and absolutely no doubt I'll
buy from Bob's. If you're thinking of buying a BMW (new or used),
think twice about going anywhere else. Not to mention, it's a way
cool bike shop. Excellent way to spend a Sat. morning, even if you
don't have one (yet). Most guys who are there hanging out also have
other bikes, from Harleys to Hondas, so there's no elitism. Check
it out.
Christopher B. McKenna Recent Posting on Craig's List (in response to the above listing):
I second your comments on how great Bob's BMW is. I rode for years
without going out there, because they have such a nice place I figured
it was only for rich bikers, and I wouldn't fit in. But finally I
took the plunge, bought a BMW (used), and they're absolutely the best.
Friendly, helpful, way knowledgeable, and they treat me like I was
their best customer even though I'm just a cheap used bike guy scrounging
parts here and there. The best bike shop I've ever dealt with, bar
none.
Marion Cordova
Recent Email About a Total Control Course Offered in May.
"Bob,
Just finished the "Total Control" class. I was very impressed.
Great idea to offer it. Keep up the good work. Hope to see a store open in N. Va
real soon."
Dave Lutes
Kind Words on the Chain Gang Forum
Thanks to a helpful advisor Ashton at Bob's BMW I can report that the XCountry delivered seat height is 34 inches and drops to 33 with a 166 pound rider and the suspension set to soft. The advisor also thought an additional 1/2 to 3/4 lowering could be accomplished in the front along with a 1/4 to 3/4 in the rear. Talk about accomodating, Ashton Menefee actually took the time to measure and study even though I am not a likely customer due to the distance from Connecticut.
I have purchased many parts from www.bobsbmw.com in the past for my previous BMW's, but am really impressed with this kind of service. Any of you fortunate to be close to Bob's should check them out.
Motrid
"Hi Bob, just received you invite to test ride a new GS. Sounds
great but Seattle is a bit far away. Anyway, it occurred to me that I have
been remiss in not thanking you for the tour of your fine dealership and the
great service My riding partner and I received last fall. We were on a
road trip around the US and had had our bikes blown over in Minot ND on our
way out.
Needed some work by the time we got to Maryland. thanks to your
great service dept. who snuck us in on a very busy day, we were on the
road again in no time. Thank Colin for all his help and for putting us up overnight.
Keep up the good work. I work in the Hotel business, in a 5 star
property,so I know what great service is all about."
Thanks again.
Ed Lawlor
"Karl,
I appreciate that Saturdays - with or without a flea market - can
be very busy for you fellows! I've got to say that you made
me feel that I was the only customer you expected all day. I
never felt rushed or pressured for time and especially appreciate
the care and patience you took explaining the features and operation
of my new RT and making sure I got my 1st service and loaner scheduled.
That's a terrific way to treat a new customer and topped off a very
pleasant buying experience. You earned my business at every
step.
I will not hesitate to recommend you to anyone I meet looking for
a BMW.
Thanks for everything!
Larry
"Karl,
I received your message. Yes, I got home safely on Saturday. Man,
it was cold and windy! I stopped 3 times, once for gas and the other
two to put on more clothing and to warm up a bit. The 4 hour Mapquest
estimated time turned into about 5 hours. The lack of bringing along
my EZ Pass added a good 1/2 hour or more to the trip having to wait
on line for each toll, take off the gloves, etc (you know the drill).
All in all though the bike
performed great. I can't wait to get the first service done and
be able to
ride using more of its abilities.
Thanks again for all your help and for making the whole process
simple and straight forward. Convey my thanks to Tiena as well.
Bob should be proud of having the staff that he has at the dealership.
I would certainly recommend you guys to others interested in purchasing
a BMW."
Best regards, Eric
"Dear Bob,
Last weekend we had the 1st annual biker down seminar and had rave
reviews of Colin. He really was outstanding and everyone wants him
back next year. Most of us had no idea about new helmet info- new
high tech clothing and he was a wealth of info. Actually the groups
plan a road trip in March to come see all the new clothing at the
store. We had 70 bikers show up from VA, eastern shore and Western
shore Maryland. He really did an outstanding job!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Thanks to his great job we have been asked for repeat next year.
The last weekend of March the Delmarva Lady cruisers will be visiting
to see the new clothes.
Many thanks for your support and kudos to Colin."
Lisa
"Greetings Bob,
I wanted to pass on my appreciation through you to Jeff Conlin for
his outstanding attitude and attention to details. With over 40
years of riding, many of those on BMW's, I've dealt with numerous
dealerships. I can honestly tell you that Jeff's ability and willingness
to work with me to solve many of my requests for parts and information
related to my old airheads is both impressive and a "breath
of fresh air"!
I believe you will agree that Jeff represents your business in a
personal and professional manner; these are the kind of people that
bond with their customers and keep them coming back. And I believe
you will agree, "word of mouth" is still the best advertising
in the world!
I would also like to express my appreciation for your service personnel.
Last August I purchased a 1994 R100GS from a gentleman in Maryland.
He had used your service department for a long list of repairs.
I stopped by to obtain a set of hand-guards for my bike on my way
back to Alabama. Your service personnel promptly took care of my
request and I had a chance to visit your dealership. It was a great
experience and I was on my way in a short time. I apologize for
not remembering their names, but they not only
installed the hand-guards for me, they adjusted my clutch, and gave
me detailed directions to the Blue Ridge Parkway.
I wish there were more BMW dealerships that cared for their customers,
especially those of us that want to keep these old airheads on the
road."
Sincerely, John Merrell "Karl,
Wow! The bike is perfect. I am very impressed with the handling (it
feels far lighter than it is) and smooth power delivery - I have some
hills and curves near my home (despite what people say about Florida).
I found a significant difference from my last bike, a V-twin Guzzi
- which I thought handled pretty well, but was far from smooth. I
can't wait for spring to ride the BMW on the Blue Ridge Parkway. It
is by far the best bike I've ever owned - and there were several:
4 Guzzis, 2 Triumphs, 1 Ducati, and six Japanese bikes: 4 Suzukis,
1 Yamaha, and 1 Kawasaki, but that does cover a few decades...
The heated grips are great. I used medium weight gloves and my hands
stayed toasty warm (48 degrees, no sun).
Thanks again. If I travel your way, I'll be sure to stop in..."
Bill
William L. Finger
Attorney at Law
"AWESOME!!! Matt and I just returned from burning half a tank
of fuel around the back roads of Harford County. Soccer moms in their
battle wagons smile, young kids wave, and the greatest generation
give a thumbs up. This rig affects people. More importantly, it takes
the rider and passenger back to a different era...no electric start,
no heated grips or seat, just enough power to pull hills, fabulous
exhaust note, and VERY COOL looks! Thank you, Bob!"
Steve Glock
1969 R69S w/URAL sidecar "Bob,
I just wanted you to know that I really enjoyed today's event. I have
never seen so many old BMW's in my life. I just recently started working
with my bike and enjoyed looking at others.
I know that it cost you money to put that on and I think it was worth
it. I will keep buying my parts from you.
Thank you, Pat Kelly
1967 R60
"Just wanted to drop a note of thanks for allowing me to
take an extended test ride on the R1200RT today. I will soon be
a repeat customer (having bought an R1150RT in '03) once I finalize
the purchase of my new home. Again, thanks to you, Ashton and Karl
for the superb customer attention even before I've made the purchase."
Bob Pecha
"Mr. Henig:
I would be remiss if I did not relay the following regarding my experience at Bob's.
I spoke with Ashton at the recent DC bike show. I've been chewing
on buying the last bike I'll ever buy, my retirement bike, and I
regret not coming up a year sooner, when I spoke with Robert at
the same show. Anyway, I called yesterday morning (2/1) and spoke
with Karl. I drove up from Stafford, a mere 80 miles, and had a
pleasant conversation even though I believe I interrupted his lunch
plans. We talked about the bike I wanted to see (1200CL) and discussed
other options for the vertically challenged. He set up the bike
and let me take it for a test ride. Afterward, we discussed the
ride and my experience, discussed financing options, and some other
details, he gave me some literature and wished me a happy day. No
muss, no fuss, no pressure.
I have been riding and buying motorcycles and scooters for 30 years. I have never had as pleasant an experience as when I visited Bob's. I'm sure you are aware I have a BMW dealer about 13 minutes from my home, but I chose to come to Bob's after talking first to Robert last year, and Ashton this year.
My wife has not made up her half of our mind yet, and I may never buy a BMW, but I assure you I would travel twice as far to be treated as kindly as I was.
Thank you very much."
Tim Walker
Stafford, VA
"Karl,
I just wanted to thank you again for your help. The ride home was
one of the best I have had. Getting out on the old R75 was a little
more special in some ways (first love and all....) but the GS
feels like the kind of bike I can take out any time without a lot
of preparation and I certainly do intend to ride it most every week.
It was a pleasure working with you. Your personal attention made the
whole purchasing process enjoyable. I couldn't promise I'll be buying
new bikes on a regular basis but I will certainly stop by frequently
and I look forward to seeing you then.
Also, please give my personal thanks to Tiena. She, too, made this
purchase a sheer pleasure."
Marc
"Hello, Bob
I would like to commend you and your staff for welcoming me
into the family of BMW motorcyclists . Being a novice
rider and owner of my first motorcycle this was truly a unique experience
an event to be remembered.
Bob, if possible I'll like to have a copy of the photo taken on
my delivery date; please send the photo to me by email .
And special accolades to Ashton, Tiena and Carter for their
assistance. I'm very pleased with my new R1150R and the
technology is forgiving for new riders as it's an easy
riding motorcycle."
Thanks, WAJID SALAM
"Gentlemen,
I just wanted to express my gratitude for your prompt attention
to customer service. The parts I ordered arrived two days after our
last correspondence, and I am now quite happily enjoying the remaining
days of the southeast Idaho riding season.
I also would like to acknowledge the generous gift of the hat, which I
received yesterday. I will wear it with pride, and even though
it often seems as though I am but one of a small handful of BMW riders
in this backwater corner of Idaho, rest assured I will sing the praises
of Bob's BMW."
Sincerely, Joe Velasquez
Satisfied Customer
"Bob,
Your actions this past Saturday, July 9th support all I've been hearing
about the incomparable customer support Bob's BMW is known for. I
could probably write you a 10-page letter about what a positive experience
I had; from you personally helping me off-load my bike, to the professionalism
exhibited throughout your establishment. The short version of that
letter is this: I've had my own business and I've been in customer
service for over 30 years. I know commitment to customer support when
I see it, so my
appreciation runs deep. My daughter is a business major entering her
sophomore year. We had a great discussion about my experience at your
place. I told her that she should watch Bob's BMW one Saturday morning,
and take the tour. You set many good examples that she, and anyone
else with the desire to run a tight ship can learn from.
Do you have a tour most Saturdays?
Please extend my appreciation to Daryl and John in the service department.
They made my day there quite enjoyable. Don't they know that getting
a vehicle worked on is supposed to be a miserable experience? HA!!!"
Thanks again, Bob Price
"When I found out your store was minutes away when visiting from
NYC, I had to check it out. It was a real pleasure meeting you and
Jeff Conlin . It is not often that you are greeted at the door by
the owner, and he assigns one of his staff to take care of you like
a VIP when you are not buying a bike.
Just as he did earlier that week when I placed a large order over
the phone, Jeff took the time to answer all my questions and provide
top-notch service. I tried on many different jackets and pants, and
am preparing another order as I write this. It helps that Jeff and
I are the same height - he was very helpful in choosing appropriately
sized gear. I could not leave the store empty-handed, so a new pair
of boots and some nifty tools are now standard equipment for my rides.
When I do decide to buy a new bike, you will hear from me as well.
Keep up the great work and give Jeff a raise!"
Thanks. Spyros Loukakos
"Hi Bob,
Just thought I would drop you a line to let you know how a great Parts
Salesperson in your business has been able to help me over the last
month or so. RICH KENNEDY has been fantastic. After finding your excellent
web site and all the great gear you have on offer ( far more than the
local BMW Dealers here in New South Wales Australia) I decided to
order some Kathy's Journey Bags for my new 2004 model R1150RT. I sent
Rich a few e-mails to sort out the ordering system and then took the
plunge sending over a Western Union money order. He was great as I
had never done any such long distance
purchasing like this before. He reassured me that things were under
control and true to his word and his professionalism the 3 bags arrived
here on Wednesday the 15th June. My thanks to Rich Kennedy and to
BOB's BMW. I said to Rich that I'd be saving madly to purchase yet
more from your terrific range of accessories. I'm spreading the word
here too, about BOB's BMW and what you have on offer plus of course
the excellent service offered. Quite a few of my mates have BMW's
of various models types. I'll be writing a more personalized letter
to Rich Kennedy ( one that I hope he shows you) as an
indication of my appreciation of the service rendered."
Kind regards Dick Braithwaite
"Greetings,
Yesterday I received my reflective tape for the cases on my '04 GS
as well
as a T-shirt. Unlike other anonymous Internet places I've ordered
from
(whose initials are Aerostitch) you guys got the correct items here
on the
first try and did it quickly. Plus, the BMW T-shirt with the sidecar
on the
back looks even better than it did in the catalog.
Just wanted to shout kudos to you folks and this means I'll be ordering
more
from Bob's in the future.
Have as good of a day today as you made mine yesterday."
Peter Russel
2004 R11150GS
"This was a recent purchase and just in time! Yesterday, I was
riding down a long hill between Annecy, France and Geneva, Switzerland
when -- whoops! -- off went the right mirror housing on my 1150RT.
Only the wire saved the day. Great idea! I went by the local (Geneva)
BMW dealer today ... this was the first time they had ever seen the
gadget. Maybe you should expand internationally?"
Thomas Haettenschwiller Geneva, Switzerland
"Hi Bob,
I know you folks are super busy, but even so, I continue to get
world-class service from Bob's. As the owner of an K, I'm often
desperate for piddly little things like a washer or a spacer that
only costs 34 cents or something, and even though I'm not yet in
the market for a new motorcycle, I still get treated like I'm Customer
#1 every time I call or come to your shop. Thanks to Colin, Renee
and Colleen for the expert service they provide. I'm really impressed.
Your business reputation is well-deserved."
Bruce Wells
'85 K100RT
"I'd like to thank you personally for the resolution of the warranty
dispute
with my 1150GS.
I believe that your shop is a real credit to the BMW motorcycle dealer
network. I'd also (like to) say that, never during this episode did
I feel
that your people were not acting in a fair and professional manner.
Again, "Thank you" to you and your crew."
Myrl Stone
"Hi Bob,
Thanks for formalizing the competitors' coupons policy. I'm glad to
have been one of those folks that was able to redeem a competitor's
coupon. The First Gear HT Air Overpants are exactly what I wanted.
I have been using them on every ride since my April visit.
Friday April 15th at Bob's was a red letter day for me. John and Darryl
got my
'03 R1150RT checked in for service quickly. Biennial services
were done and battery replaced in just a few hours. That gave me time
to test ride the R1200RT (John "warned" me not to do it).
He was right. What a Great Bike! Since the '03 is just barely broken
in (8,000 miles) I'll stick with it...for now. Carter Melbourne was
terrific setting up the test run and explaining the changes in test
ride policy. What a loss it would be if you had to stop offering test
rides. Your great staff, and test rides make the sales.
Sorry, I can't make it to Open House this time. I'll be in Des Moines
Iowa re-uniting with some college buddies I haven't seen for 38 years!
Enjoy Tuscany. I can say from personal experience (Andalusia Tour) that
Edelweiss does wonderful tours. Along with several friends I'll be
doing the Blue Ridge Parkway that week."
Tom Verba
Member of the Bob's Family Fan Club
"Dear Bob,
I just received my "The CATALOG" (A.K.A. BMW's TOY BOOK) and
have spent much time going thru it. My thanks and congratulations,
as it is a great reference source and is just nice to have for those
of us who truly enjoy the open road on a BMW cycle. With the acknowledgement
to the author/designer, Lex O'Brien, I now know what he spends his
time/efforts on, as this Catalog is/was quite an undertaking. I
must also take this time to say what sets Bob's apart from other
BMW Dealers that I have experienced is your people "going the
extra mile". Your Bucky Sexton-Parts Manager; Lex O'Brien-Fireman;
Josh Neff- Service Manager; and many others, have always either
immediately answered my questions, or done the research and gotten
back to me with the help required. This is rare in today's world.
This keeps my bikes running ('78 R100RS; '91 K100LT; & '03 K12GT)
in Nebraska. Again, my thanks to you and all your staff."
LYNN PATRICK
"Hi Bob.
I want to clarify my praise of your service department. As you already
know, I am an extremely satisfied customer. Not only do 'the boys'
take excellent care of my motorcycle, but they have gone well beyond
the call of duty by offering me advice, encouragement and support
in my endeavors. Most importantly, however, they have treated me
with respect. As a woman motorcyclist, I was accustomed to service
departments at other
dealerships treating me as if I knew nothing about bikes or worse,
as if I was not welcome in 'their world'. Not so at Bob's BMW.
I considered singling out a few of my favorite service employees
until, upon reflection, I realized that every single service employee
has treated me well in some way. Even the men that I don't know
by name have never failed to give me a smile, or a kind comment
when I am in the shop. Therefore, I won't mention the fact that
Darryl, John, Josh and Collin have gone the extra mile ;).
Excellent customer service is increasingly rare these days. It is
refreshing to know it still exists. As long as you have your wonderful
service department, and as long as I remain clueless about motorcycle
repair and maintenance, I will never go elsewhere for my motorcycle
service needs."
Sincerely, Allison Birney
'99 R1100R Well Done
"Rob did an outstanding job of helping out a customer on, what we call in the Navy, a short fuze operation. Was headed to airport and only had a short time to take a couple of pictures, buy some goodies and get out of Dodge.
Thanks for great service."
Paul Bachorz
"Connie and I would like to personally thank you for the professionalism
that you showed to us when purchasing our new 2003 BMW R1200CLC from
Bob's BMW. Your knowledge, expertise and genuine caring in getting
us the best possible deal was most appreciated. We will highly recommend
to all of our friends that are in the market for a new or used motorcycle
your services and Bob's BMW. We are excited about the cycle and look
forward to many many years of coming back to Bob's for servicing our
cycle or just shooting the breeze. Everyone that sees this bike stops
and questions where we got it from and we proudly tell everyone that
we got it from Bob's. Thanks again Robert for making us happy happy
consumers."
Mike Allen
"Hi Bob,
I just wanted to take a moment of your time to express my appreciation
for
the as usual, fine job Bucky did in helping me get my '87 K100rs back
on the road after yet another drive shaft/rear end failure. (There
are 220,000 miles on the bike). He (and Josh- your Service Manager)
advised me on a possible fix to this chronic failure problem.
Bucky has also helped me in the past (e.g. radiator fan), and I feel
he is a valuable asset to your business. It is because of the fine
service offered by your help, such as Bucky, that keeps Bob's BMW
at the top of my list for BMW parts and service."
Thanks again. Richard Barnes
"I just wanted to say thank you for handling my repair problem.
I understand the part is on order, thank you. I would also like to
thank the staff of the service department for the great job they did
on the transmission. The shifting is 100% better, no grinding or false
neutrals. I would also like a special mention to service rep Darryl.
He always cheerfully answered my many questions about the status of
my bike and when he didn't have the answer, he talked with the tech
and got me the information. He has integrity and I like his no nonsense
approach to customer service. That extra effort to go above and beyond
really meant a lot to me."
Michael Smith
Satisfied Customer
"After my pavement-trap spill in Washington, DC, I
called Bob of Bob's BMW for help. I was especially pleased that Bob
himself came on the phone and patiently provided guidance and information
about local resources, in my time of need. I know that many Airheads
can relate stories of dealerships who go beyond the call of duty,
as well. Nice to have a good dealer network out there and I do my
small part in supporting them. But this is my public "thank you" to
Bob for his personal attention. By way of second thank you, no Airhead
should be without a Brown sidestand, especially from Bob's."
Cheers.
Ben Barkow Toronto 1984 R80RT but with Saeng chassis-mount fairing, 2-into-1
exhaust, CR 9.5, Keihin PJ 34mm oval-slide carbs Formerly, sup'ed-up
1961 R69s from 1967 to 1999
"Bob,
First, thanks for having a great shop! I am a long time BMW nut that
is currently in the DC area and appreciate a good dealer, THANKS!
Second, I want to express Kudos to 2 of your Parts and accessories
sales people. The first is the guy who found my parts yesterday, while
not listed in the computer, he went into the back and found what I
needed. An effort that saved my butt and got the brake lights working
on my wife's bike (to ride to the open house on Sat!)
The other kudos is to the young blond sales girl who went above and
beyond the call of duty and fitted my wife into a pair of riding boots
that work perfectly. My wife is hard to please and footwear is a difficult
issue with her, we have been to MANY dealerships with no luck. 30
minutes after entering she was fit to a pair of boots and ecstatic
that she found such a nice pair and was very happy with the service
and price.
Again, thank you for providing a great service to the BMW community
(and my wife!)"
Andy Langlois
"Bob -
Thanks for taking the time to read my email.
I wanted to take a moment and pass along my thanks and appreciation
for the level of service and commitment Josh has awarded me during
all my service visits.
In a time when excellent customer service is often a rarity, I very
much appreciate my dealings and interactions with him. I am reminded
of an instance last year when my ignition core was to be replaced
before a big trip I was to take with my wife. Under difficult circumstances,
he was able to get the bike repaired and ready for that trip in
half the time that was expected. As I later found out for myself,
this was an unbelievable turnaround time for that repair.
There are other more recent "moments of truth" such as
this that have occurred over the last 4 years I've made Bob's my
dealership. Each one of them brought on a different challenge, but
the consistency of his attention to me, the customer, is always
the same.
What a tremendous asset he is for your dealership. I will
continue to bring all my service needs to Bob's.
He has made the service experience an absolute pleasure for me."
Derek Edwards
"Just wanted to drop a note and thank you for your great service...
My order came in this morning and everything is perfect... It is a
pleasure doing business with a such a top notch organization.
Thanks again and I will be a repeat customer."
Emory A Vaughn Jr.
"Just got home from a trip to Bob's BMW to get my 18K service.
Left early, 0630 as it is a 170 mile trip from where I am staying.
Fog and NJ, NE PA drivers made the first 70 miles a 3 hour proposition.
Darn, I hate weak, timid driving! Kicked things up a bit once clear
of Baltimore and made it to Bob's about 1030. Good time to arrive,
the early bird jobs are just coming off the lifts and they took me
right in. Assigned the same guy who did the 6K back in June. I'm happy
as Steve is an excellent technician. Spent about $300 on misc. goodies
for the GS and S. About typical for a trip to Bob's. My Emelda award
is still going strong as I bough the Helds, a windproof fleece for
under the 'stitch, and a couple of Slicks. Also got a lifting handle
that should have been included with the GS Adventure. Spent the couple
of hours BS'ing in the parking lot with various folk. Bob's is just
like the old time BMW shops used to be without the grumpy owner/mechanic
in the back. Lots folks in to look at bikes, have coffee and donuts,
fondle accessories, go for test rides, chat with employee's and each
other. In general a biker's dream day minus the thongs in chaps and
bikini tops. OK, OK, not PC but I live in S. Fla and they are part
of almost all bike scenes.
Bob has it right. Uniformly friendly and knowledgeable staff, all
the goodies your Amex will stand, most every model, color and option
on the floor for inspection and fondling, a service department staffed
with pro's who get the job done right the first time. If you live
within a day's ride of the place, do yourself a favor and stop in,
its like the old days only much, much better.
No, Bob is not my uncle. Praise given when due from one who will not
hesitate to complain when that is appropriate.
Thanks Bob, it was worth the 400 mile round trip. See you soon for
that R27."
Ed Buff
"I just got off the phone after placing an orders with Colleen. I was looking
for parts that were tiny and the names of which may not even exist for a
1981 R65. A few FAXes and phone calls later all parts were identified and
ordered. She was VERY helpful and did a GREAT JOB. Great representation
for your business."
Robert Muir
1981 BMW R65
"Hi Bob
Phil Bryce here, from Brisbane Australia. We were talking a
few days ago about the hydraulic clutch rubber boot on a '02 K12RS.
You forwarded by Fed Ex a new boot and a used reservoir, boot, lever
etc to me.
Arrived in 3 days and I have fitted the boot from the used components.
All seems to fit properly and am taking it for a bit of a run tomorrow
(Sunday).
Anyway, just a short email to say hi and thanks for the good service.
Most impressive and appreciated.
..regards... "
Phil from Brisbane
"Dear Mr. Henig,
I'd like to express my appreciation and admiration for your staff,
service, excellence, and tireless ambition towards exemplary customer
service over the past three years.
I began riding in 1991 on Japanese bikes and discovered the wonderful
world of speed and freedom offered by the sport of motorcycling. I
spent eight years happily riding my Yamaha's and Hondas, not really
knowing what I was missing.
In 1999, a friend let me take a spin on his R90 and it was only then
that I discovered what a motorcycle can be when the mode of transportation
is combined with inspired engineering. I asked around about BMW dealers
and was quickly directed to your shop (in the old location). I met
Jim Ford there, who patiently gave me a tour of a K75. I was struck
with the obvious sense of pride that Jim displayed, both of his work
at Bob's and also of the machines which he sold and supported. I took
one test ride and bought the
K75.
On my trips back to your dealership over the next two years, I found
the friendliness and support from the parts, service, and sales departments
only increasing. On the occasions that I talked to Jim with questions,
he remembered not only my name, but my motorcycle and its particulars.
The people behind the parts counters continually amazed me with their
instant knowledge of the myriad of models and parts that fitted them.
I can think
of several occasions when your service department waited well past
closing time for me to pick up my K, while I fought through rush-hour
to get to Jessup.
As things came to pass, I had to move out of the DC area and decided
to combine my cross-country move with a long motorcycle tour. I found
a good home for the K75 (and of course recommended your dealership
to its new owner for its continuing care) and purchased an R1100RT.
After moving my household to Colorado, I flew back to retrieve my
RT from a friend's carport. I scheduled a pre-tour check-out with
your service department, but learned upon my arrival that the RT was
due for an 18,000 mile interval
service; much more than the oil change and eyeballing I had scheduled.
Your service department with its usual accommodating nature fit my
major service into their busy Friday routine. As always, it was a
pleasure working with Josh and Colin, and I had additional pleasure
meeting Darryl. Not only did they make room in the schedule, they
never made me feel that it was a problem.
My RT performed perfectly during my 3,500 mile journey. Indeed it
was due to your excellent staff that I didn't have to worry about
the motorcycle's road-worthiness. I will miss the comfortable feeling
I had working with Bob's and can only hope that my local dealer here
in Denver will come close to emulation.
You and your dealership are a credit and an example to motorcycling
and customer service. I admire your high standards and wish you and
your business years of health and prosperity. Simply put, thank you
for everything."
Dan Charney
"Just wanted to say what a first-class operation you run. I came to your
dealership still convinced that I wanted a H-D Fatboy. Fortunately,
I had the pleasure of spending about an hour with Rod Miller, who
shared with me his wealth of knowledge (and passion) for BMWs. It
had been years since I last owned a bike, and I had lots of questions.
Rod took the time to educate me about BMW's line of bikes, and worked
with me until I found the
one that fit "just-right". Equally important, he walked
me through the service department, revealing your clean (I wish
my office was as presentable), state-of-the-art shop; I even met
some of the service
technicians who will one day work on my new bike. Eventually, he
showed me the crated bike that ultimately became mine - it was love
at first sight! Then came the sale. Rod not only accommodated me
on the options I wanted added, but priced the complete bike at a
point that I truly felt was a win-win. So that my first long ride
wouldn't have to be on I-95, he even arranged to have my new machine
delivered to my home. Since the sale Rod
has been very helpful answering a few follow-up questions I had
- I know I am well supported.
Throughout the sale, my experience had already surpassed my greatest
expectations, and then Sue entered the picture. Not only did she
get me through the closing error free, and in outstanding time,
she wrote my motorcycle insurance at a rate far better than my own
(soon to be former) insurance provider quoted me! Then I met Ed,
who gave me a number of pointers on the parts department, and helped
me pick out a few supplies to
have on hand for my new R1200C.
Fortuitously, you happened to have a new owners orientation last
Wednesday, the day after I received my bike - what timing! There
I met other new bike owners, several of whom have been riding (and
swearing by) BMW's for years. More importantly, I got to meet some
of your service technicians. Not only were they knowledgeable about
the bikes they have devoted a career to learning about and to work
on, they went out of their way to make sure that we (the new owners)
were acclimated with the features and service needs of our bikes.
They also went to great lengths to ensure that all of our
questions were answered. Bud (I hope I got the name right) was especially
helpful when we broke down into bike specific groups!
While I have not had the bike in for service yet, I will be having
my 600-mile service performed at Bob's in a couple of weeks. I have
no doubt that I will be just as satisfied with the service as I
have been with my sales experience. You are very fortunate have
such fine people in your employ. Furthermore, you can rest assured
that I will spread the word, especially to those uninformed H-D
wannabe's who, like me, simply need an
education about BMW's, like the one Rod so readily provided. Thank
you for such a fine experience!"
Bob Hinds
"Bob,
Well all is well and the rockster has a new home. Thanks to you,
Ashton and the whole crew. Heck of a deal and my only problem is
where to fit them all in the garage. You really have great people
there, and knowing Josh all these years, I feel like part of the
family. "
Jeff Joseph
"Bob,
Thanks to you an your team for making my latest bike purchase an awesome experience! I'm loving the 650 GS as much as my R1100RT. I wish I had
bought my 1st BMW from you; however, I can proudly say that I've bought
99.9% of my gear and parts from your shop. You have managed to create
a unique and progressive environment at Bob's, front door to back
door. It's a winning combination!
YouDaMan"
Elmer Streeter
"As I posted last week, I had a catastrophic
transmission failure - the main shaft bearing failed and wreaked
havoc within the gearbox, causing enough damage to require complete
replacement. The extended warranty company was - shall I politely
say - hesitant to cover this large bill for a bike with >170K
miles on the odometer.
Bob Henig - owner of Bob's BMW - and his Service
Manager, Josh, worked tirelessly for several frustrating days
with the warranty company to gain authorization and payment for
the work.
The bottom line is these fantastic professionals
worked out all the details and got my bike back on the road in
just a few days. This new gearbox shifts smoother than the original
one ever did. The mechanical work is flawless!
Bob and his staff are riders who care about riders.
I felt like there was nothing more important to them than getting
me back on the road.
I already knew this about them because their service
has always been this good. In fact, my gearbox failed within a
mile of another dealership and, although I managed to get to that
dealer, I had the bike towed to Bob's. Why... because I TRUST
him and his staff to do the right thing every time! You know I
ride a lot. consequently, I rely on my bike being in the best
condition!
If you're riding my Jessup, Maryland, and want
great service, stop at Bob's!
Back-on-the-road-again"
Don Arthur
Northern Virginia
"Bob,
Once again I am truly grateful for the fantastic treatment your
people have given me in the process of moving from my R1100RT to
my new K1200LT. Jim spent hours (and hours!) with me letting me
compare several bikes until I was confident in my choice of the
LT, then went above and beyond obtaining the specific bike I wanted.
Sue even managed to save me about $500 a year on insurance.
On the eve of my 600 mile service, I attended my second customer
orientation night and found it very helpful. Besides the valuable
presentations that Josh and Bud gave, Colin managed to enthusiastically
convey a tremendous amount of helpful information and advice to
our group.
Finally, Colin and Josh managed to successfully install an extremely
complicated group of accessories. They went out of their way to
keep me updated, obtain special parts, and, more importantly, install
them in such a way as to be easy to use and not interfere with future
service. When I picked up the bike, everything worked flawlessly.
From the first time I walked into your shop in 1997, everyone has
worked hard at building and maintaining a strong relationship with
me, providing great service, advice, and conversation. Thanks again
for having such intelligent, sincere, and dedicated people. I hope
you reward them well. They deserve it!"
Sincerely,
Harry Greenspun
MD
"Bob
Rusty and I made it home with our new bikes. I just wanted to make
a few comments regarding the experience of purchasing a bike form
"Bob's". I really enjoyed seeing the sign on my new bike
- a nice touch. Your entire staff was very helpful. I especially
appreciated the efforts of Robert, Jim, Shirley, and Jeff. The bike
was clean, full of fuel, and ready to go when I arrived. The "check
out" was thorough and even as an experienced rider, I learned
a few things about the GS. Obviously you know the value of
customer satisfaction and good will, and have trained your staff
accordingly. I was also impressed by the sign across the street
showing directions to the various routes out of town - another customer
friendly touch. Anyway, thanks again. You have another satisfied
customer."
Tim Bodine
"I just returned from my trip from southern Alberta to New
York City and area and wanted to post a few thoughts.
The K1200 performed flawlessly and was always the center of attraction
at my many stops. There are not a lot of us out there compared to
the Wings and Harley's and I like that!
Bobs BMW in Maryland would easily rate a #1. I dropped in "out of
the blue" and they fit me in to install J-Pegs, driving lights and
do a service on my bike. Their staff was efficient, knowledgeable
and courteous and they didn't "gouge" me on the price. Their warranty
manager (Rick) even escorted me out of the area so that I wouldn't
get caught -up in the rush-hour traffic. This ended up being a 2-hour
round trip for him. They also have the largest stock of parts and
accessories that I have found at any dealer."
Roy Jorawsky
Alberta Canada
"I've been to BOB's BMW in the past they really are the best
dealership to visit and I mean NO offense to my local dealership
who are wonderful but have NOT been around as long as BOB's.
Check them out if you are ever around 10720 Guilford Rd Jessup,
MD And, nothing beats THIS kind of advertising. Keep up the good
work."
Regards, Joel Adler
"Mr. Henig,
I can't even begin to express my gratitude and admiration for the
way BOB'S BMW operates. Three months ago, I began the process of rebuilding
my K1100RS after a truck backed over it with me on it. I needed a
lot of parts and some were hard to identify. During the process, I
worked with Steve and Shirley in the Parts Department and a guy in
shipping, who's name I can't remember. They have consistently been
courteous, helpful, and have demonstrated a knowledge of BMW that
is exceptional.
There have been problems, here and there, and despite the fact that
they were the shipping company's (UPS) responsibility, your staff
has made every effort to take the work and pressure off of me. They
have made a long frustrating rebuild a pleasant experience. BOB'S
has far exceeded my expectations of dealer service.
Thank your staff for me!"
Scott Norman
Jamestown, NC
"Bob,
I want to pass along my appreciation for the fantastic operation you
are running. I have been riding motorcycles for about 20 years, and
wanted a BMW since I first saw one in 1984. A few years ago you had
a sale and I jumped at the opportunity. Jim sold me my bike, and I
have had nothing but good experiences with your folks in service and
parts for the past few years.
Last week I decided to take my first long ride on my bike. I had previously
just used the bike to commute back and forth to work. I had no idea
about touring, and stopped by and spoke to Jim last Wednesday. Since
that moment, I am amazed to find out how much I didn't know about
riding motorcycles.
Jim's passion for sport touring is contagious. I have a general apprehension
about salesmen, but I don't put Jim into that category. He took the
time to educate me about what equipment I needed for the trip, He
gave me a planned route to follow. He advised me about how to ride
the roads and to turn off the radio and learn the motorcycle. He called
me each day and gave me additional places to go.
I just finished 1500 miles in five days (by myself) and can't wait
to get out again. Everything Jim told me was right on target. The
motorcycle suit both kept me warm and increased my confidence. The
bike rode like a dream. I kinda sensed that it has been waiting to
get out on the road. I did a little bit of everything, riding early
in the morning, late at night, a little interstate and one 10 hour
day on the bike. I was a little sore, but thrilled to find out I could
do it.
Please pass along to your people my appreciation for all they have
done to help me get the most out of my bike - especially Jim. I have
a friend who is considering upgrading his bike, and I will bend his
ear and send him your way.
Thanks again for opening a new chapter in my life."
Joe Bechtold
You guys never cease to amaze me. Your service, promptness,
and basic help makes my BMW experience so much better. I feel like
hugging the UPS man when he arrives with a new order.
Thanks again!
Greg in Tn.
"Hi Bob,
I just wanted to say how much I appreciate how easy it was to get
(purchase)
a motorcycle from you guys. Everyone was extremely helpful and friendly.
I
just got the bike yesterday, but am really enjoying it....It is
exactly what
I was hoping for.
Thanks again for all the help."
Eamon Loftus
"Dear Bob,
I am the Bushnell sales representative to the photographic trade in New York City, I mention that only to let you know my mind set. I must tell you, that in every contact that I have had with your sales staff, the person at the other end of the phone has gone above and beyond any call of duty to make sure that the product was exactly what I needed. Further, if you did not have that product or service, where I might go to get it.
This morning I spoke to "Jeff" who told me that a lock that I need for my bike was not available but that another lock will work just as well. I can not thank him enough for the time he took to help me.
Please thank your entire staff for being so professional and pleasant to deal with."
Yours truly,
Roger E. Katz
NY, NY
Cruiser Day
"Hi Bob
Cruiser Day was a great success! Enjoyed meeting and talking with so many "C" owners.
Please do it again next year."
Bob
Mertes
Perfect Score!
From a Recent BMW Survey:
Karl and Carter received perfect 100! The customer stated he has purchased several bikes at Bob's over the years. He has always experienced very good and professional attention.
Congratulations Ashton, Karl and Robbii!
I'm excited again. First a congratulation is in order for Ashton, Karl and Robbii for a job well done. I picked up my new R1200GS on a rainy Thursday night. 10/25/07. This was taken as a good omen as we have had drought like conditions lately. The time given to me to look the new bike over and the overall attitude of the sales staff made a dreary night into a fun night.
The new features of the bike were gone over in great detail building my excitement even more. Did I mention that I'm excited about this bike? So thanks to all for your help with this transaction, it was fun.
Edward Abbott
BMW R1200GS
GREAT SERVICE EXPERIENCE!!!
I'm sorry that I've taken so long to get this note out to you guys. This year over the Labor Day weekend I was on the road from NC to PA to meet with friends for a rally. While passing through DC I started to have major problems with my bike. I was able to limp the bike in, unannounced at closing time on a Friday...or a holiday weekend! Your guys (service
advisors and technicians) stay late to diagnose and solve my problems, they were super friendly in the process! The part that was needed wasn't in stock, so you "borrowed" one from a bike on the showroom floor to get me back on the road in time to make the rally! This was an experience that exceeded even my wildest expectations. I'm super appreciative for all your help, and trust me when I say; I sing Bob's praises everywhere I go!
Mike Allen
PS - I promptly broke my foot after the rally, and was off the bike for 3
MONTHS! due to reconstructive surgery...when I finally got back on the bike
I remembered that I had not yet written you a note of thanks. THANKS!!!
Thanks for the Great Service...
"Bob,
I have always had great service from your parts department, especially
from Bucky.
On my last order, there was a very small glitch (computer showed in stock, it was out of stock), and Renee tried unsuccessfully to contact me the same day. I was unavailable (out riding!). She used her best judgment to get the part included in my order and the order shipped to me in a most timely manner. I received the complete order in time to do our project on the weekend as we had planned. I want to thank you for the excellent service I
received from Renee, she was most helpful.
I have also recently been helped greatly by Don in parts. Since we now have 406,000 miles on the '84R100RT, we will probably be using your parts dept. even more than in the past. It is good to have a dealer that is so dependable.
Now, if you would just open a branch of your service department in the NC mountains, life would be just about perfect!"
"Rob did an outstanding job of helping out a customer on, what we call in the Navy, a short fuze operation. Was headed to airport and only had a short time to take a couple of pictures, buy some goodies and get out of Dodge.