Best of the Best: At Joe Cotton Ford, you're treated like family

The business of selling cars has changed quite a bit over the years, with many huge corporate dealerships and some digital-only startups getting a lot of attention. But one thing hasn't changed — car buyers' desire for an excellent customer service experience.

That's why Joe Cotton Ford in Carol Stream, known for its “Cotton Comfort” customer experience, has continued to thrive. In fact, the dealership — which has been family-owned since it opened in 1974 — sold more cars during the challenging 2020 pandemic year than it did the year before. The dealership was just named the Best of the Best in Domestic Auto Dealers for sales and service in the Chicago suburbs by Daily Herald readers — again!

“We have been very blessed to have our business in this community and to have the customer base we have. Our customers are like family,” said Pam Conn, who is Joe Cotton's daughter and owns the dealership with her husband, Tracy.

Customers who do not enjoy the typically intense negotiation that can take place at an auto dealer should find a welcome change at Joe Cotton. Cotton Comfort means that the dealership will strive for a stress-free buying experience without a lot of bickering back-and-forth, Pam said.

“For most people, their budget and time is the most important thing to them,” she added. “We will respect your budget and your time. It's the second biggest purchase you'll make and you should be ecstatic. We do everything we can to make sure our customers have an easy buying experience.”

Joe Cotton Ford is on its second and third generations, as Tracy and Pam's children have joined the business. Their oldest daughter, Autumn, is in commercial vehicle sales; son, Jason, is in retail vehicle sales; and youngest daughter, Meghan, is in college and also works as an event coordinator for the dealership.

Thanks to Joe Cotton's commitment to be as open and available to customers as possible, there are many families that have purchased more than 100 cars over successive generations at the dealership.

In early August 2021, the dealership hosted over 400 customers during its Annual Customer Appreciation event, which included a barbecue, a band, kids' activities and a car show. “It's our way of saying thank you to our community and our customers,” Pam said.

“We try to give back to the community as much as we possibly can. They have supported us for 47 years and it's the right thing to do,” she said.

At the dealership, customers can expect to see the family when they arrive. “Every single day you walk in, one of us is going to be here,” she said. “There is always somebody here to help and to listen. That's one thing you won't find at a big corporate dealer. My family will take care of your family!”

Pam Conn is optimistic about the rest of 2021 and all the new Ford vehicles slated for release late this year and into next. With the all-new Bronco, Bronco Sport, F-150 Lightning, Maverick, Mack E and E Transit, it will be a great time to be a Ford customer and Ford dealer.