Huber Cadillac Gets Praise From Warren Buffett for Customer Service | Edmunds.com
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Huber Cadillac Gets Praise From Warren Buffett for Customer Service


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Just the Facts:
  • Warren Buffett wrote a letter to GM CEO Mary Barra to praise Huber Cadillac for the dealership's handling of his purchase of a 2014 Cadillac XTS.
  • The billionaire investor initially intended to buy a Cadillac CTS, but salesperson Madison Willers determined that the XTS would better meet his needs.
  • "Madison is the young saleswoman at Huber Cadillac who did a terrific job in selling this car," wrote Buffett.

OMAHA, Nebraska — Billionaire Warren Buffett personally wrote a letter to General Motors CEO Mary Barra to praise Huber Cadillac for the dealership's handling of his purchase of a 2014 Cadillac XTS sedan.

As billionaires go, Buffett — chairman and CEO of the Berkshire Hathaway multinational conglomerate and ranked by Forbes as the third-richest person in the world — is somewhat atypical. He still lives in the Omaha home he bought in 1958 and eschews chauffeur-driven limousines, preferring to drive his own cars.

Those vehicles, unlike the opulent luxury rides and exotic supercars favored by his peers, tend to be comparatively unassuming domestic models, like his eight-year-old Cadillac DTS.

When it came time to upgrade the old Caddy to a new model recently, the 83-year-old Buffett was concerned that his $65.8 billion net worth might influence his chances of getting a good price. So he sent his daughter, Susie, to the local dealer to negotiate for him on a 2014 Cadillac CTS.

When salesperson Madison Willers of Huber Cadillac greeted the customer with a handshake and a smile, she had no idea of the woman's identity.

Said Willers on the GM Fastlane Web site: "I love meeting new people, learning about their lives and getting them into the right Cadillac. The way I see it, my job is to listen to their needs, ask questions, and point them in the right direction."

So when she learned that the owner would be someone other than the new customer herself, Willers asked a series of questions about the driver's lifestyle and personal preferences. The answers led her to recommend the XTS over the CTS.

A few days later, Susie Buffett returned to make the purchase, and at that time Willers learned the real identity of the buyer.

"You truly never know who will walk into the dealership," she said.

Warren Buffett asked Willers to deliver his new Cadillac personally, so he could say hello and have a picture taken of the two of them with his new car.

"When I dropped off the XTS to Mr. Buffett, I gave him a Cadillac hat," she said. "He seemed just as excited about the hat as he was about the car, and I think that tells you all that you need to know about his personality."

In his letter to Barra, Buffett wrote: "Madison is the young saleswoman at Huber Cadillac who did a terrific job in selling this car to my daughter, Susie, who was acting on my behalf."

He added: "Brett Huber was extremely accommodating, as well. I'm happy to report that in Madison and Brett, General Motors has two great representatives in Omaha."

Edmunds says: It seems that, thanks to Madison Willers, Huber Cadillac has made friends in high places.

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