Auto Service Professional

JUN 2018

Magazine for the auto service professional

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J u n e 2 018 A SP 31 What is your business philosophy? In our mission statement, we state, "We are committed to exceeding customer expectations thus striving for long-term relationships." Build- ing relationships with customers has always been my philosophy to be successful. Today, while that still applies, the personal handshake is no longer the norm. Today it seems that the relationships are turning into text messages. Where do you buy your parts? Aermarket parts usually come from World Pac and Advance Auto Parts. We were previously with another parts store, but supply became an is- sue. We would call for routine parts and constantly had availability issues. Advance has taken on the task of being a major supplier to the automotive shops in our area. So far, they seem to be gaining market ground, especially with us. Parts purchases What influences your parts buying decisions? Rank from 0 to 3, with 0 having no influence and 3 having the greatest influence? Price ....................................................2 Brand name recognition ................0 Perceived quality ..............................3 Availability/time ..............................2 Quality and availability are the priorities. Our techs and I like to take the approach, "Would I put this part on my car/truck?" If not, then I would not feel comfortable installing it on a customer's vehicle. Most of the time this is not an issue. But sometimes, we run into an "economical" customer who does not want the best, but wants a cheaper alternative that would still function. So, with the many options out there, we will find a way to make the customer happy without compromising the job by installing junk parts. What do customers expect from your shop? Our customers expect an easy, stress-free and quick experience, where they will have their ve- hicle repaired correctly the first time. What is your approach to technician training? We want our technicians to be on the top of their game and up with the rapidly changing technology in the industry. We provide in-class- room and online training so our techs have the ability to learn not only from home but to also be able to hit a classroom as their schedules allow. We also offer a training bonus to the techs who can make an additional $2 per labor hour gen- erated as a training bonus based on a few mini- mum qualifications (mostly getting 12 hours of training per quarter to be eligible. If they miss the 12 hour mark, they don't get the bonus for the next quarter). How does ASP benefit your business? I like the abundance of information you can get off the website. I recall a while back while sitting down one day for lunch and grabbing the maga- zine to read. As I was reading, I realized that one of the articles represented the same issue I was having with a customer, and the article described how to fix the issue! Boy, that was a nice day. ■ NEUBAUER'S AUTO REPAIR ELLICOTT CITY, MARYLAND Owners .......................... James and Donna Neubauer Business founded ...............................................1947 Number of bays .........................................................8 Number of certified technicians ...............................4 Shop size ........................................ 7,500 square feet Number of vehicles serviced per month .............. 182 Hourly labor rate ................................................. $118 Average job ticket price ......................................$520 Gross profit ................................. Approximately 67% Average spent on tools/equipment annually ... $38,000 Vehicle makes serviced ...........U.S., Asian, European Neubauer's current facility boast 7,500 square feet, including 8 service bays. The shop services all makes and models of vehicles.

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