Auto Service Professional

APR 2018

Magazine for the auto service professional

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25 | ASP April 2018 Business has resulted in the shop location's reputation for comprehensive brand coverage. Judy's Automotive offers general service/ repair for most systems with the exception of A/C Freon, and engine and transmission rebuilds. Business philosophy Mayne said, "I dis- count oil services in order to remain com- petitive and establish a relationship with the customer, performing a pretty thorough bumper-to-bumper inspection each time. I charge a full/fair price for major services and repairs. I can then keep notes and monitor for immediate or future services needed. I try to do my best to explain what, how and why specific services should be done. I do 'little' things for free, not always charging for something that took five minutes. "e most difficult customer question to answer is typically, 'How long will my car last?' I politely decline an answer, proclaiming that's outside of my human abilities, compar- ing it to 'how long will any of us live?'" Parts sources Mayne noted that she sources parts from WorldPac and O'Reilly's, based on "good service, quality merchandise and warranty support. "I do try to educate customers about the value of quality parts. I politely decline installation of parts pur- chased by a potential customer. Even if they bought from a dealer, I'd have to charge more to make up overhead and I can't provide an honest warranty." Parts buying decisions We asked, "On a scale of 1 to 3, with 3 of highest importance, what determines your buying decisions?" Mayne said: Price ...................................................... 2 Brand name recognition .................. 1 Promotion in racing .......................... 0 Perceived quality ................................ 3 Availability/time ................................ 3 What do your customers expect from Judy's Automotive? "Customers expect honesty and complete reports of all service work," Mayne said. How does Auto Service Professional benefit your business? "Sharing of information is vital, and I rely on ASP for detailed technical articles and announcements of new parts, tools and equipment," said Mayne. "ASP offers superb education and information sharing." ■ While servicing an average of only 60 to 70 vehicles per month, the shop's attention to detail and development of personal customer relationships has created a successful niche in the area's marketplace. The shop promotes the theme of service "with a woman's touch," which allows the operation to stand out among competitors, Mayne said. The shop opened under Mayne's ownership in 2005, offering service for Asian and domestic vehicles. Although a one-person operation, the shop has become well regarded in the relatively small historic bay-side area.

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