Five-Star Auto Repair Shop

Q. What advice do you have for a customer looking to hire a provider like you?

A. For those of you who are schoolteachers, you will understand what I am about to relate. You lay out a lesson plan to teach a particular topic, for example, how to solve a basic algebraic equation. You proceed to follow the plan, working with your students until you feel they understand the necessary mathematical principles. A couple of weeks pass and, low and behold, you discover that there are several people who have somehow forgotten what they appeared to have learned! They look at you like you're speaking another language, and you realize you have to start over with the basics again. Frustrated, you repeat the same process until you think they have it, and low and behold, it happens again. Sound familiar? I understand your plight. I get the same question from my readers over and over: "HOW DO I FIND A GOOD AUTO REPAIR SHOP?! WHAT DO I LOOK FOR?!" I've written reams on this subject. As a matter of fact, I've even created a separate section within my website to make this information available, and still the question keeps coming up. So for those of you who have either never read my columns pertaining to this topic, or have "forgotten," allow me to refresh your memory with a few updates.
Before I start, I want to emphasize that the question "How do I find a good auto repair shop?" represents a universal concern. This question comes to me from virtually all over the world on a regular basis (Singapore, Scotland, England, Brazil, Calcutta India, just to name a few). An interesting story related to this concern: A man from Calcutta (his name is Moeeb) asked me if I would come to Calcutta and open an auto repair shop with him, because there was such a need. To quote Moeeb, "There is great opportunity for great profits to be made." He said he would front all the money we needed for a building and equipment. In jest, I pointed out to him that I was not proficient in camel repair and would have to decline. His response was serious. "Tom, people who can afford a car in Calcutta are wealthy, and they usually drive a Rolls Royce, Mercedes, Porsche, Lincoln, or a Cadillac, and NOT a camel! I.e. Sheiks and the like." I still found myself declining the offer, after watching the reaction on my wife's face to the possibility. Anyway, it just goes to show you, car care problems are the same everywhere!
So what is the answer to the universal perplexity pertaining to auto repair? First of all, start shopping for a repair facility BEFORE you need one. Why? Because a more sound decision is made when you're not facing an urgent need for transportation because your vehicle just broke down. We all make poorer choices when we are under the stress of the moment.
Call around to various repair shops and ask them if they are members of associations such as: "NAPA Autocare," "ASP," "Parts Plus," "AAA," or "TechNet." Membership is these associations means the shop has qualified in some way. For instance, to become a AAA Approved Auto Repair Facility, a shop must undergo a rigorous investigation. In addition to having state-of-the-art equipment, training, qualified technicians, and information systems in place, the shop must score high with its customers. AAA contacts about 100 of the shop's most recent customers and conducts a CSI (Consumer Satisfaction Index) study. They ask the customers such questions as:
Was the estimate accurate (or significantly less than the actual bill)?
Was the job done on time?
Did they fix it right the first time?
What kind of warranty did they give you?
Was the shop clean and presentable?
Did they offer a ride to work or wherever you needed to go?
Was there a comfortable, pleasant, and clean waiting area?

If the repair facility passes the test, it can hang the "AAA Approved" shingle. As you can see, membership in associations such as the ones mentioned above is a significant qualifier for a shop.
Visit the shop. Is it clean and orderly? Or does it look like it ought to be condemned by the health department? Ask customers in the shop, "Why do you do business with this shop?" Answers such as "They are the cheapest" or "They offer a lot of specials" or "Because the owner is a friend of my father's" don't have much credibility. Look for responses such as: "They fix my car right the first time." "I can trust them to do the job at a fair price." "They welcome my questions and concerns and take the time to answer them." "There are never any surprises when I come to pick up the car." "They patiently explain in plain English what the problem is and explain my options."
While at the facility, look for certifications displayed on the wall. If there aren't any, then ask to see their qualifications; this will tell you a lot about the facility. What shingles and certifications should you look for?
Do the technicians have certification from ASE, Delco, ASP, and/or manufacturers such as GM, Ford, Chrysler, Toyota, Nissan, etc.?
Do they have after market training from such leaders as NAPA/Echlin, Moog, TRW, or Bendix?
How about continued education from BOCES or a technical college such as an Alfred University or Erie County College Vehicle Training Center?

These shingles indicate that the technicians have taken the initiative to go beyond the requirements to keep up with the changes in their field. This indicates serious interest as well as pride in their work (not to mention the fact that they are trained in the latest technology). And this extra training not only takes time, but costs them a lot of money!
In addition, membership in such associations as the BBB (Better Business Bureau), ATEA (Automotive Technology and Energy Association), ASP (Automotive Service Professionals), ICAR (Inter-Industry Conference on Auto Collision Repair), and ASE (The Institute for Automotive Service Excellence) tells you that the owner of the shop cares about the quality of the workmanship and, most likely, operates by a code of ethics required by the association. In addition, membership in these associations usually means that the shop is willing to subject itself to an arbitration process that is binding, should the need for arbitration between customer and shop arise.
Another factor to consider when choosing a repair facility is the equipment available. Is the shop equipped with state-of-the-art equipment, such as hand held computer scanners and diagnostic software, digital volt-ohm meters, logic probes, lab scopes, and on-line computer systems like CAS, Alldata, or Mitchell-On-Demand? Don't be afraid to ask the shop if they have this equipment. These systems and tools are necessary to diagnose and repair your hi-tech car accurately. Without them, fixing your automobile is a hit-and-miss proposition.
Sometimes it's best to take your car to a specialist. Specialists cost more money initially. But because they are specialists, they often know how to pinpoint and repair certain types of problems more efficiently and effectively. Why? Because they deal with these problems every day, plus they have the knowledge, equipment, and information systems necessary to get directly to the problem. While "Joe down the street" is floundering and replacing parts trying to correct the problem, the specialist diagnoses with laser-like accuracy. He can locate the problem and replace only the parts that are necessary. Less guesswork and fewer parts translates into money in your pocket, even though the labor rate is higher! Don't be short-sighted!
Common areas of automotive specialties:
Transmission and Drivetrain
Computer, Drivability, and Electrical
Collision Repair
Foreign Car Repair
HVAC (Heating, Ventilation, Air Conditioning)
Radiator Repair & Cooling System Repair

Remember, consider the long-term cost. Don't sell yourself short for a few bucks. Quality repair is not expensive ... it's PRICELESS! Equipment, information systems, and technical training must be up to date!
A final note about shop size. Some people think that the cost of repair varies with the size of the shop (a large shop or dealership is probably more expensive). Not true! These days, with the high cost of equipment, training, and information systems, the cost of repair at dealerships, large repair facilities and small shops is balancing out. As a matter of fact, in a lot of cases, I see the larger entities, such as the dealers and larger repair facilities, offering competitive pricing to the little guys. If service facilities meet the criteria I discussed (and the quality of the parts and warranties are similar) you will find prices are about the same, regardless of size. So your decision at this point is a matter of whom you feel most comfortable dealing with. Some people prefer a larger shop or their dealership, others prefer a smaller shop.
Don't trust your $25,000 automobile, which carries your family through life's daily trips, to just anyone. Pick your repair facility like you would your family doctor. In the long run, this approach saves you not only money, but time and aggravation. Even more importantly, a well maintained vehicle is a safer one.
'Til next time ... Keep Rollin'

Q. If you were a customer, what do you wish you knew about your trade? Any inside secrets to share?

A. Q. What important information should buyers have thought through before seeking you out?

A. how long have you had this problem , ? what kind of noices , how does it feel different.
how many miles on the car.
we treat cars , as if they were my moms car.
I wouldnt fix my moms car unless I know is safe for her to drive.

Q. Why does your work stand out from others who do what you do?

A. Friendly enviroment without the presure of going to a shop. We make you feel at home. This is your shop. So you are the boss. You tell us what you want and we do it.

Q. What do you like most about your job?

A. the fact that when we fix cars we do it right, is a pleasant feling. I.E. changing brake pads replacing with new grease, doing the rotors, replacing the pads.

we know some places just do the pads, and thats all so it gives you a good feeling to know you did a good job.
going the extra mile for the customer.

Q. What questions do customers most commonly ask you? What's your answer?

A. Some one told me it was this. How much do you think will cost.? The reaction after their car is fixed and is less than they expect it , or not even what they thought was the problem is always relieving , and gratitude, lot of times they come back to visit , or just to say hi, even if there is nothing wrong with their car.

Q. Do you have a favorite story from your work?

A. Many happy faces after saving 100s or even 1000s when someone misdiagnose their car.
one time it was a total suspension repair, of a toyota camry. on the 100s .
when brought to us.
it was only a berring on the back wheel, customer paid a tenth of what the previous shop had told them.
is nice to see happy faces.
the customer brings me his whole family to fix their car.
plus he brings donuts and coffe, on every other ocasion as a thankyou guys note.

Q. What do you wish customers knew about you or your profession?

A. THAT, I want them to feel relax , that going to a mechanic shop , and shouldnt be a scarry factor, is just like going to the store, dont worry too much, if it needs it we will fix it,
if it doesnt we will tell you , how long can it last before
you spend your money.
Honesty has brought us more customers than anithing else.

Q. How did you decide to get in your line of work?

A. after being ripped off by a mobile mechanic, I decided that , people need to be guided and informed that auto shop is not that much expencive than a mobile mechanic but that it is more effective and safe for your life and your family sake.
thats why A.S.E. I make it your Home , Your Auto Repair.

Q. What are your most common types of jobs?

A. Mufflers, Tires, Brakes,
Engine Lights, Gas filters, Oil changes,
those are the most common.

Q. Tell us about a recent job you did that you are particularly proud of.

A. a Lady came and ask us to fix her Bmw, she tought it was the Starter, in her head she is thingking big cash to spend,
when the only thing needed was a battery , big money savings, she was a happy girl,
you can Imagin seeing this girl when she first came , all worried and then all happy. I love that.

Q. What questions should a consumer ask to hire the right service professional?

A.
Q. Do you do any sort of continuing education to stay up on the latest developments in your field?

A. IN the process of getting upgrades for all the equipment, John Bean equipment.
also next year expanding an opening a smog check facility
all for the benefit of our neightborhood.

Q. What are the latest developments in your field? Are there any exciting things coming in the next few years or decade that will change your line of business?

A. Prospecting to company contracts,
joining chamber of comerce,
opening of expansion shop
and opening of smogcheck next year. The goal is to never stop learning.

Q. Describe your most recent project, what it involved, how much it cost, and how long it took.

A. Comercial contracts, hours of telephoning, doors shut down in my face, six months to get two big contracts,
working with at least three of them for the last 1 year. Very happy with them.

Q. If you have a complicated pricing system for your service, please give all the details here.

A. All of our prices are listed on the front of the office, for the public to see,
not complicated.

Q. If you were advising someone who wanted to get into your profession, what would you suggest?

A. Study and observe, work for free with a mechanic for hands on training, eventually you will get the hang of it. When you do 100 brake jobs, 100 of everything. Go to shcool, and get your certificates, on brakes, air conditioning, engines, etc. Then study sales, and marketing, and public relationship.

Q. Write your own question and answer it.

A. When you feel like you are just doing another car,
what do you do?
If at a time I feel like Im just doing another car,
I stop myself, to focus, and say to myself, if this was your car what and how will you fix it.
I pretend it was my mom , my son, my sister car, and
makes me feel motivated to do a great job.
in regards to work , price, and service.