It's smooth sailing at Germain BMW

COURTESY PHOTO Flavio Galasso It takes more than a malfunctioning economy to curb "the ultimate driving machine." Business is running smoothly at Germain BMW of Naples, said general manager Flavio Galasso.

The dealership was on Airport Pulling Road for close to three decades, but moved north to a lot on U.S. 41 last August. Now it's about 10 times as big, with 50,000 square feet, room enough for a new pre-owned department on the same lot.

"All the growth is going north in Naples," Mr. Galasso said. "Our parts and service was growing dramatically. It almost tripled in size, and with the growth we saw the need for more volume. It's also a much bigger (showroom) for our customers."

The 3 Series continues to be the best seller. And the X6, a sport activity coupe, is also a hot number, but it sells out fast because not as many are made. Models range from the low $30,000s to the 760Li, BMWs flagship sedan priced at $130,000.

Mr. Galasso said the new location and a great sales team have been instrumental to success, but he admitted BMW's reputation doesn't hurt.

"The fact that we're selling BMWs makes that a lot easier," he said. "This is more of a car enthusiast's type of car. It's more of a driver's car."

Along with the purchase of "the ultimate driving machine," Mr. Galasso said, also comes "the ultimate customer service experience."

It starts with a well-appointed showroom floor replete with leather armchairs and plenty of refreshments; and ends with a 50,000- mile warranty that includes oil changes, engine repair, windshield wipers, and fixing flat tires, scrapes, dings, dents — everything, period.

Mr. Galasso, 42, has worked for Germain for seven years, starting with the Naples Lexus store. He is Italian, understated but suave in a pin-striped suit. He grew up in Buenos Aires, Argentina.

"It was a fun place to live at the time," Mr. Galasso said. "I like to go back every couple of years.

"It's a huge city, a metropolis. Twelve or 13 million people live there. It's a beautiful city. Naples is more relaxing, a more resort-type atmosphere. Buenos Aires is an endless party atmosphere. The city is open 24 hours."

He moved to Houston 24 years ago, where he attended college and washed cars for a Honda dealership on nights and weekends. The owner of the dealership, like Mr. Galasso, was a tennis player. They got together for the occasional game and also talked business.

"He kind of took me under his wing," Mr. Galasso said.

After graduating with a degree in business, he got into car sales full time.

"I got into the car business because I've always loved cars," he said. "It's a great business. You also get to meet a lot of people."

Mr. Galasso's favorite cars include muscular American classics like Ford Mustangs, Ferraris (because he's Italian) and, most of all, BMWs.

"I love the shape and the color," he said. "I've always liked BMWs. I've always enjoyed driving them. "

He moved from Houston to Atlanta, in pursuit of work at a consulting firm for car dealerships.

In 2001, Mr. Galasso was offered a position at Germain Lexus and moved to Naples, where he lives with his wife and 9-month-old son.

He also has two brothers living in Florida, and another one in Buenos Aires.

When he isn't working, you might find Mr. Galasso cruising around town on a Harley Davidson or taking a jog. Although now, that is less likely.

"Lately, for the last nine months, I just spend time with my son," he said. "That's all I do."

After 20 years in the car business, Mr. Galasso said the biggest changes have been a result of the Internet. Customers arrive at the dealership more informed, which means they often know exactly what they want.

"With the touch of a button they can see all our models," Mr. Galasso said.

He also said the car sales business has lost a lot of its stereotypical pushy, ham-handed salesmen. They've been replaced by customer service-oriented employees he calls "client advisors."

"Most of these client advisors have clients that follow them, and they also sell cars to their friends and family," Mr. Galasso said. "This is more of a life-long relationship with your customers. I think a lot of the old techniques kind of went away."

The process of getting a BMW is simple.

"What we would like to do is investigate what your needs are," Mr. Galasso said. "What do you use the car for? What do you like to do on the weekends? What do you do for work, for fun? How many people will ride in the car? Then we'd like to take you on a test drive and let you experience the BMW…

"Then we proceed to just fill out our paperwork."

Sold.

They even deliver the car to your door if you live in the area, and follow up a few weeks after the sale to make sure you're pleased with the purchase.

"And then you are a happy BMW owner," Mr. Galasso said.