Finding a new auto repair shop can feel like a leap of faith.
We recently needed repairs on a 2010 Honda Accord with 140,000 miles. It is my wife’s car, and like many people, we wanted a shop close by, reputable, and easy to work with. So we did what most customers do today. We searched Google, looked at a few options, read customer reviews, and paid attention to star ratings.
One shop stood out, so we called.
After I explained the situation, the person on the phone simply asked, “When can you come in?”
That may sound like a small thing, but it was a great customer service line. He did not make the conversation about his schedule first. He made it about what worked for us.
We were able to get an appointment the next morning at 8 a.m.
When we dropped off the car, I explained the issue. But here is where the experience got even better. Since my wife was there, and she is the one who actually drives the car, he spoke with her and listened carefully to what she had experienced. That matters. Great service starts with listening to the person who knows the problem best.
He told us they would inspect the car and call with what they found. By noon, he did exactly that. The repair estimate was around $3,000.
That led to a larger conversation. I explained that we had been thinking about replacing my car, but with this repair bill, we might consider trading in the Honda instead. Rather than push us into the repair, he listened, asked good questions, and suggested doing a complete inspection so we could make a better decision.
Later that day, he called back with the inspection report. Based on the information, we decided to repair the Honda and trade in the other car.
He told us the Honda would be ready by close of business Thursday.
On Thursday at 3 p.m., he called. The car was ready. On time. At the exact cost quoted.
When we picked it up, I asked his opinion on a few cars we were considering. He spent 15 to 20 minutes walking us through the pros and cons, suggested a few local dealers, gave us tips on what kinds of deals to look for, and even offered to inspect any car we were seriously considering.
That is customer service.
He delivered a quality repair, did what he said he would, charged what he said it would cost, and
went above and beyond with his time and advice.
In a business category where trust can be hard to earn, this shop earned it.
We found our new auto repair shop.
https://petekelleysauto.com/