'Service is everything' at BMW of Sterling

March 25, 2013 - 12:01 am ET
Tom Moorehead peddles the nation's top-selling luxury brand in its richest county. But the heart of his BMW-Mini business lies in what he does after the sale. His repair bays have stayed open 22 hours a day to handle demand, and his technicians routinely replace parts in owners' driveways. In addition, customers who fly out of nearby Dulles Airport can have their cars picked up, serviced and returned while they travel. It's all part of a philosophy that oozes principles from the hospitality business – blended with an enduring lesson from his first job selling cars.

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