An email from a super couple, new to us, but now members of our family! Welcome Scott and Norrma and thank you for this incrediable email! JP

John,

My wife and I were in your Tustin dealership today and purchased 2 new vehicles, a Mazda 3 and a CX7. I was moved to write to you this evening to let you know of our experience in your dealership. As a long time sales manager myself stretching across several different industries, I know how important good, thoughtful feedback from clients can be whether positive or negative. In sales especially, I know normally you only truly get feedback in a negative form. Very rarely do you ever get good, positive responses from clients and on the flip side you can be certain that if someone is unhappy, you will most definitely hear about it in no time.

My letter to you tonight is simply to let you know that despite a minor hiccup regarding the interest rate we were promised during the negotiation process, my wife and I were VERY please with our experience. From someone that buys a lot of cars, roughly 8 over the last 10 years, I have to tell you how truly comfortable we felt in your dealership. I can't say I have ever been around a group of salespeople so truly happy to be doing what they are doing and willing to show it to customers by greeting us, making sure we were taking care of, being introduced to everyone a long the way and anyone we might ever come in contact with. The attitude of your team oozed of confidence and we felt truly welcome.

Having been through the car buying experience several times, including some of the premiere dealerships throughout OC including Lexus, your team absolutely exemplifies what we want out of the whole experience. Brandon was a complete professional every step of the way and even when it was clear that a mistake had been made regarding our interest rate, he owned up to what had been done immediately, apologized profusely and made sure we understood exactly what had happened. Honestly, based on previous experiences, I fully expected him to back-peddle, make excuses and try and wiggle his way out of it. If it wasn't for his integrity and character in owning up to his mistake, we would have walked on both deals and never returned.

Mistakes happen, we all know that. I truly believe however its how we react to those mistakes and how we try and make things better, especially when a client is involved, is what separates those that are successful and those that are not. Please pass on my thanks to Brandon for his efforts. Additionally as soon as Jim was made aware of the situation, he also immediately came over and offered his assistance as well. Seeing the leadership that was shown from every level including those not necessarily in a leadership role, was very refreshing. Generally when the "boss is away", the ball gets dropped, things get missed and clients can be neglected. From our experience today, I hope you realize just what a good team you have and its because their attitudes and leadership that we are now a Tustin Mazda customer for life and will have no problem referring our friends and families to your dealership. I actually look forward to coming into your dealership this coming Monday and taking delivery of my new Mazda 3.

Thank you again for your time in reading this and PLEASE pass on our thanks to each and every member of your team.

Scot and Norrma Drew