Teamwork at it's finest!

12/28/09
Hi John!
2 and a half years ago I bought a Mazda 3 in your dealership that you actually helped me buy. I remember that I was amazed by the service and how quickly and professionally my purchase was handled. Back then I appreciated it and now I'm even more appreciative of the service I received over the last 2 days.
Yesterday (Sunday), my check engine light came on and I was pretty upset. I drove to the dealership to drop my car off for early bird service on Monday morning. When I drove up a salesman by the name of Shaun McCray walked over to help. Shaun was very professional and caring towards my predicament. He assured me he would take care of me. He let me borrow a car for the day, which blew me away. I was so concerned with how I would get to work and he eased that concern. He then personally made sure that Nicholas Dunham handled my car in the morning.

This morning at 8:00, Nicholas called to let me know what he was going to do to diagnose my car’s problem and offered to let me continue to borrow the car. Nicholas was amazing and he continued on with the same great service that started 2 years ago. Nicholas promised a call as soon as he knew what was going on and called me by 11:00. Thankfully my car was under warranty and I only had to pay the deductible and the price of an oil change. What a relief. I told Nicholas that I was at work and asked if I could come by at 3:00pm to return the car. Again, I was blown away that he said "yes, see you when you can make it".
I arrived around 3:00pm and I was greeted as soon as I came through the door. The staff called Nicholas and he personally brought my car to me and explained everything. I am so very impressed that Nicholas took the time to answer my questions with patience and courtesy.

I saw Shaun again, too and was able to thank him once more for his amazing service and to personally return the keys of the car to him that he let me borrow.

John, you really have created a team of individuals that focus on the individual experience. I myself work for a company where our business is based on Guest Service. I am blown away by my experience at Tustin Mazda and proudly will continue to refer anyone interested in the premium experience that you offer.

Well done and thank you!
Tory A.


Tory –

Thank you so much for taking the time to let me know about the service at our store. Shaun and Nick are outstanding team members and I am grateful to have them serving our customers.

We appreciate your business and look forward to serving you for many years to come.

Have a wonderful New Year!

John Patterson
President, OC Mazda

We are honored to be named the #1 Automobile Dealership workplace in Orange County, 2 years running. Enthusiastic Employees, Customer Loyalty, Community Service & Long Term Vision - that's The Patterson Team Promise.


http://www.ocmazda.com

Breaking News!

Julianna Giles and Marcia King are the October winners of our Pay it Forward Contest!

Marcia purchased her 2008 Mazda 3 from Tustin Mazda and Julianna purchase her 2008 Mazda 3 from Huntington Beach Mazda! Purely a coincidence that the cars are the same!! (It must have been a great year!)

What is the OC Mazda Pay it Forward Contest and how to you get to enter?

We decided that the best way to say Thank You to our loyal customers was to pay as many car payments as we could!! To enter go to http://www.ocmazda.com/ and click on the yellow star burst.

Maybe you'll be the next winner!

Congratulations Julianna and Marcia!!

~With the deep appreciation of the entire OC Mazda team.








http://www.ocmazda.com/

Oct. 2, 2009

Dear John,
It's 11:15p.m. and I am finally able to sit down and write you a note about your Internet Sales Manager Jim Feinstein.
I researched many vehicles and test drove about 5 different manufactures and their offerings.
I came upon Jim in my internet searches and found him honest and direct and began emailing and speaking with Jim as the choices narrowed in time.
I finally decided on the CX-9 with my wife's needs and will in mind and began obtaining price quotes in earnest.
Jim ultimately won me over and I was actually feeling good about my choice and I was happy to work and purchase a vehicle from Jim.
Unfortunately we were realizing that the initial multiple choices of vehicles that we had started out with a month ago were now limited to a total of one, and a dealer in Van Nuys had it. They were unwilling to trade this CX-9 as they felt that they could get more for the car...$1500 more.
Jim did everything possible to accommodate my needs, to no avail. I spoke with the other dealer's Sales Manager, and told him how disappointed I was and that an issue between 2 dealers and 1 car meant that I would ultimately just lease another Acura RDX at this point. I do not want to get quoted prices on non existent cars...been there - done that...history. I have purchased at least 25 cars in my life, and I fully intend on going for a few more before it's over John.
Jim was a mench, and due to his efforts I did purchase the car at the price that he quoted to me as Galpin matched his price....with LoJack to boot.
I can tell you that I will always prefer to work with Jim more than anyone else, and I will gladly refer my friends and work associates to your Dealership in the future.
Jim's a winner, an asset to your Dealership and I wanted you to know this.

Continued success to you and your Dealership.

Best Regards,
Alan Fine

We never get tired of saying this...our customers ROCK! Thank you, Steve and welcome to the family!

"Tustin Mazda is one of two dealerships (the other being Huntington Beach Mazda) owned by John Patterson, who has an intuitive and modern approach to customer service and marketing. The guy just flat out gets it. "

To read more from Steve Averill, who runs Waxpoetix, a marketing consultancy based in Irvine go here http://ocbizblog.com/


Steve has over 10 years experience helping businesses increase revenues with smart, targeted marketing and advertising campaigns. He was part of the founding team at College Media Network, a start-up that was sold to Viacom. And we like him because he and his wife just gave one of our Mazda CX9's a great home!!

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

The September Pay it Forward contest winners are......

From Tustin Mazda:
Lexter Calhoun of Tustin and the owner of a Mazda 5!

From Huntington Beach Mazda:
Kelsey Green of Placentia and the owner of a Mazda 3!

Congratulations to you both!

The entire OC Mazda team thanks you for being fantastic customers!!

(note to Kelsey's boss...you owe her $20.00 for saying she'd never win this contest!!!)

The August Pay It Forward Contest Winners have been announced!

We are pleased to announce our August winners! Their next car payment is on us!!

From Tustin Mazda: Sharon and Steve Larson of Orange...brand new owners of one of the last 2009 Mazda 5's!!

From HB Mazda: Peter Dinh of Westiminster...owner of a 2009 Mazda 3 Hatchback!!

With our congratulations to you!!