Dick Patterson attributes the success of his automotive business to one thing: customer commitment. A former Navy vet, Patterson spent decades refining the concept of customer service in the auto dealership field before establishing RRR Automotive Group.
“When I first got out of the Navy, I was lucky enough to work for a guy who really understood what a commitment to the customer was,” Patterson said on a video posted on the company’s website. “So that’s really my roots. I worked for 20 years, 18 to 20 hours a day, seven days a week, with my single goal of becoming an automobile dealer. I think we have achieved that.”
Patterson’s dedication and sharp focus has been rewarded in multiple ways. The business now consists of eight automobile dealerships representing six brands—including Honda, Hyundai, Toyota, Kia and BMW— across Maryland, Kentucky and Washington, D.C. The company also operates three body shops and offers leasing services.
The group claims its accomplishments are a reflection of the way it treats its customers: with respect and care.
“If we are genuine and we really care about people, people feel that,” senior vice president Abbas Khademi said.
One such person is Janice Cager, a customer of 25 years. Her experience is a product of Patterson’s principles: Be reliable, responsible and respectful.
“I keep coming back basically [because of] the customer service, the vehicles and I’m treated like VIP,” Cager said on the video.
The principles of customer commitment extend beyond the dealership floor. Patterson’s group understands that convenience is a big factor in customer service. To make the vehicle-buying process easier, RRR Automotive lets customers browse the company's inventory, schedule a test drive and research financing options via the company’s website. The website also has a car-matchmaking process in which customers fill out a form and RRR Automotive will match that customer with a vehicle based on customer input.
Building trust and creating loyalty drives RRR Automotive, Patterson stated.
“We will make the ownership experience straightforward and easy, delivering the highest-quality product and service at a fair price,” he said. “Our guiding principles are as important as that mission statement. We want to be reliable with customers. We want to promise what we do and do what we promise. We want to be responsible and respectful with customers and we want them to experience that they are part of our family from the minute they hit the door to the minute they leave in an automobile or finish their service in our service department.”
For more information on the group, including their charitable efforts, please visit its website here.