By Natasha Fujimoto
IN an era where genuine, heartfelt customer service can be hard to find, Joe Di Conza is an iconic local figure known far and wide for his affable manner and welcoming banter, making all who once pulled into his famed Pat and Tina’s BP Service Station feel like an old friend.
Lavishing customers with complimentary service at the pump, windscreen cleans, and genuine customer care, Pat and Tina’s delivered an unrivalled, memorable service. As the long-time proprietor of the service station’s 50 years of operation, Joe earned a singular reputation as one of the friendliest and best-known faces in town.
After selling the service station in February, Joe retired for a couple of months of well-earned rest. But when Vaughan Bradshaw, a longtime family friend and dealer principal at Shepparton Toyota and Mazda called to offer him a role as the dealership’s new courtesy driver, Joe simply couldn’t refuse. An ardent fan and the proud owner of numerous Mazdas over the years, Joe jumped at the chance to continue his legacy of customer service with the brand, his friend and the new team.
“I was honoured when Vaughan invited me to join his company. I’ve been hooked on Mazdas ever since my uncle Sam, of Renato’s Florist fame, took me for a spin in his RX-4 when I was 14 years old. I bought my first Mazda, a Turbo 626, in 1986, and with Vaughan’s family intermittently owning the dealership, I’ve bought many of these safe and reliable cars,” Joe said.
With a strong bond between Shepparton Mazda and the Di Conza family, Joe is happy to lend his customer service expertise by driving the dealership’s courtesy bus, socialising with customers, and ensuring each ride to and from the dealership is filled with care and good cheer.
When asked about Joe’s role, Vaughan said, “It’s fantastic! When it comes to creating a customer service environment that fosters advocates, Joe has always been an advocate for our business. That goes back a long way to my grandfather Max and my father Wayne, who were once owners. I’ve been in the business for 10 years now, and the ideal scenario would be to have 50 Joe Di Conzas in my customer base, because they’re advocating for you all the time.
“So, when Joe was selling the BP, and I knew he’d be a free agent, I couldn’t think of anyone better for the role.”
When asked how he would characterise Joe’s special touch with customer service, Vaughan said, “I think Joe’s high-level customer service comes naturally to him, and that’s been key to his success. It’s been ingrained in both our families. As businesses grow, maintaining that level of service across the board can be challenging, but having people like Joe in the business allows others to see how it’s done, which is incredibly valuable. We’re lucky to have Joe here.”
Reflecting on Vaughan’s words, Joe simply said, “I’ve always shared my dad’s philosophy that anyone who walked into our service station was a friend and should be treated like family. That’s what I try to do here, even as people step into the courtesy van. I love having great conversations, picking people up, dropping them off, and finding out what footy team they go for or where their parents came from. It’s just a joy for me.”
