Principles

CONTRIBUTES TO SHOP EFFICIENCY

To improve shop efficiency I have started at the top, making sure the work orders are well written and easy to understand. Also making sure to talk with the customer to get a clear pitcher of what the problem is.

My next step was to make sure the techs get all the required information from the car:

• VIN
• Mileage
• Detailed problems and diagnostics

I've installed computers in the shop for fast and easy look up of parts and information, along with internet access.

I have integrated parts and labor on our management program so when the job is sold all you have to do is click the mouse to order parts.

Another step is I don't let a tech spend more than 15 minutes on diagnostics before stepping in and helping with ideas and suggestions to speed him up.

GOOD BUSINESS PRACTICES AND CUSTOMER RELATIONS

I have always been strong in giving great customer service with what I call the WOW factor, which is where the customer goes wow because they feel like they got more than their money's worth.

I've always been a strong believer in training; I always have someone in school so they can continue to hone their skills. I take advantage of training offered by NAPA and AAA. We also go to GM training center and never turn down any manufacturers training.

Our success is quality parts, honest repairs and good employees. With minimal advertising, we must instill confidence and provide the highest quality repairs to keep the customers coming back and giving out referrals.

I try to answer the phone before the second ring and always smile when I answer it. The smile comes across on the phone and I do a good job selling the price shoppers with my attitude and easy going style.

By keeping the standard high and working hard I've earned the NAPA/ASE Tech of the year 12 times in the past.