Koons Ford of Falls Church Gives Recognition to Trish Wu for Excellent Customer Service!

GIVING RECOGNITION TO TRISH WU OF KOONS FORD OF FALLS CHURCH FOR EXCELLENT CUSTOMER SERVICE!

Dear Mr. Meek:

I am compelled to write to you today regarding your employee Trish Wu.  She really lives customer service!

I found out the week of June 13^th that my carpooler would be retiring in a couple of months.  I live in Centreville, VA and depend on I-66 to commute to and from work.  I knew that there was a provision in Virginia law that if you have a “qualifying vehicle” and obtained special tags by June 30, 2011, you would be exempt from the HOV restrictions.  I spent the entire weekend of June 18^th at a number of dealerships trying to find my perfect car, as well as a staff that would work with me, after my purchase of the car on expediting my title registration.  The title number is required for DMV to process a special tag application.  I am guessing that everyone in Northern Virginia must have known about this expiration date because the selection of Fusion Hybrids was very limited.  I took off work on Monday, June 20^th to finalize my search.

I contacted your dealership and spoke with Trish Wu.  Ms. Wu was very helpful and said that she would do everything she could to ensure that, in the event that I purchased a vehicle from Koons, my title registration and application to DMV for my special tags would be expedited.  She asked me the make, model, and color I was looking for and said she would have the Leasing Manager, Mr. Ottenberg call me back.  After 5 minutes, Mr. Ottenberg returned my call to say that Koons had the car I wanted.  To save time with the financing, Mr. Ottenberg took my information over the phone, and within 10 minutes had qualified me for my loan.

I arrived at the dealership about an hour later and Mr. Ottenberg had my car waiting for me.  Since I had already been qualified, the paperwork for the loan went very fast.  However, I was still concerned about my special tag application.  Most car dealerships forget your name after you sign on the dotted line; however, not your dealership!  Mr. Ottenberg introduced me to Trish Wu after we completed the paperwork.  Ms. Wu was very professional and told me not to worry about the application to DMV.  Although, I did trust Ms. Wu, I was still nervous that “something” was going to go wrong and that I would miss the deadline.  I contacted Ms. Wu on Thursday, June 23^rd to find out the status of my application.  Ms. Wu said that the paperwork was sent the morning of Wednesday, June 22^nd.  On June 30^th (the last day before the expiration day), I contacted Ms. Wu via email just to confirm that the application was sent with the title number (I had a little panic attack).  Ms. Wu promptly returned my email and confirmed that she completed my application to DMV and said that the application had been processed and provided me my tag number.  She said that I should receive the tags soon.  Ms. Wu went further by telling me that she had ordered the two-year option and that when I receive my renewal application in two years, to send it to her and that she would be happy to take care of it for me.

I have purchased many vehicles and I can honestly say that I have never received the exceptional customer service that I received from Ms. Wu and Mr. Ottenberg.  I am happy to report that I received my special tags on July 2^nd!  I have mentioned my experience to several of my friends and I am sure that they too will be contacting your dealership on their next car purchase.  I also want to recognize Mr. Cox who helped me set up my sync account, and took his time explaining all the new features, including the navigation system, to me on my new car.

These are exceptional employees who really WOW’d me and I will never forget it!