Gary: It was very nice to meet you today. I am glad we had an opportunity to do some business. You have a fantastic operation and everyone was very polite and thorough. Thanks again. - Brian Holmes, VP Healthcare Systems, Medtronic, Inc., Indianapolis IN

Dear Gary: My first Cadillac was purchased from you in 1985. All in all, I've been dealing with you for the past 25 years, and I would like to compliment you and your staff on setting the very high standards of customer service. Your entire staff is dedicated to total customer satisfaction. I was very pleased that it is still number one priority at Brown Brothers Cadillac. I also noticed that you have a large number of repeat customers. This says a lot about your staff, your corporate culture and finally, Gary Brown, CEO. I wish you continuing success in your business and I would recommend Brown Brothers Cadillac to anybody looking for a new Cadillac in the market without any hesitation. Keep up the good work and before you know, I'll be back to purchase another car. -Kiran Shah, President, Hexagon Technologies, Louisville KY

Thank you for such a pleasant experience in purchasing my 2010 Cadillac SRX. I can honestly say that you made this purchase as easy, and painless, as any vehicle purchase I have ever made. As a customer, I appreciate it when I don’t feel pressured or lead away from what I am initially there for to purchase. Mr. Gardner was very informative about the vehicle, as if it was his own. He made sure that I was comfortable and well informed of my purchase. I will definitely send others your way due to the great customer experience I received from the staff of Brown Bros. -Shawn and Sarah Martin

Dear Mr. Brown: As you may remember, I recently purchased a 2002 Corvette from Brown Brothers and on October 3rd, I flew down from New Hampshire to complete the purchase and to drive home. I wanted to let you know that the 1,100 mile trip home went as planned and that the 2002 Speedway White Convertible now sits in my garage next to my 2002 Torch Red Coupe.

I’m very pleased with the car and the process that I went through with your staff to go through my evaluation and to complete the transaction. Your staff was great!!!!!!!!!! Pat, Melissa, Matt, Larry and the rest of your staff were very helpful and I believe provided honest and upfront answers to my questions. While I was doing my preliminary homework on the car, I was on a Corvette trip with 7 other club members. They were impressed with the level of detail your staff provided and the way the process was conducted. You and your staff are to be complimented. Please pass along my thanks to everyone. - Paul

Dear Gary: I wanted to take a moment to thank you for the excellent buying experience we had with your dealership. You may recall that we purchased a 2008 Escalade earlier this month. Initially we had some problems with the tires and radio. I must admit that I was disappointed, upset, and skeptical of getting it resolved.

You and your service team turned a negative experience into a positive one for us. You called me personally to tell me that your Service Manager would contact my local Cadillac dealer and make arrangements for these issues to be corrected. They replaced two tires and the radio, made sure I had a loaner, and were very courteous throughout the process. They also told me that someone from your dealership had called them “several times” to make sure we were being taken care of.

Things do not always go the way we want them to, but it’s how you handle the difficult situations that show true character. You and your team showed us your true colors by going out of your way to make sure we were satisfied. We are 160 miles away and out of your normal service area, yet you still felt it was important that we had a positive experience. That is rare in today’s marketplace. Please express our thanks to your team, and rest assured, Brown Bros. will be our first choice when it’s time to trade again. We’ve already told several friends about our experience. - Darlene and David