Last week I informed you about the trials and tribulations of my recent surgery, my struggles to walk, and my efforts to get back to work. Again, the feedback has been positive and tremendous and I’m happy to say I’m steadily progressing towards a full recovery. When faced with such a struggle, priorities become more immediate, like learning how to stand, then walk with a walker, and then walk on your own. Things that were so important to you before such an injury, such as work, tend to be pushed to the background. I want to take this time not to rehash my recovery, but to convey to you the pride and thanks that I have for my wonderful staff here at Valencia Acura. If you want to know why we’ve won so many customer service awards here at Valencia, why we were covered by Newsweek, you need look no further than this staff.

When I went into the hospital, effectively, Don and I were taken out of commission. I was unable to work Don was severely limited with his time and obviously distracted by my predicament. During this time, quite frankly, our whole operation could have gone to pot, or at least, suffered. After years of excellent service we wouldn’t have gone out of business over a few bad months, but it would have hurt. Unfortunately for my family there were more immediate concerns pertaining to my health than the business, and you know what they say, when the cat is away, the mice will play. In this case, the mice not only worked, they worked night and day and they thrived. Instead of having a bad month in the month of December, typically a down month in the car business ever, we had a great month. What a testament to this staff the success of December was. Fortunately for Don and I and our customers, this staff cares about customer service as much as we do. They don’t do it for awards or acclaim or because the boss is standing over their shoulder making them, they give good service because of a strong work ethic, a desire to please and succeed, and a genuine care for our customers.

I can’t say this enough. Thank you. Thank you Daniel Choe and Greg Montano, and all of the other managers for your outstanding job. Thank you David Edwards and your service team by continuing to offer stellar service day after day and thank you Sheldon McCormick, our Parts Manager. Special thanks to Sharyn Buncick, our Business Manager for keeping our “back room” running so well. Thanks to all the employees here at Valencia Acura. You could have let us down, and instead, you helped to pick us up during a tough time. I can’t and never will be able to thank you enough.

We’ll leave you again with a recent email sent to Janis Engel, our Director of Customer Satisfaction...

Cheri and Don

Our Customer’s Voice

Dear Janis,

I’m fully satisfied with my service visit. It was a minor “factory defect” on my new car. It was handled within an hour, while I enjoyed your coffee and TV. The service representative was very helpful and courteous, answering several general questions I had about servicing my new vehicle.

This is the second car that I have purchased from you dealership, my daughter has also bought two vehicles there. I am totally satisfied with every contact that I have had. I am also impressed with the owners contributions to the community.

Keep up the good work. Pass this on to the bosses!!

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