Tony's Tips - Independent Repair Facility or Dealership

Where should I take my car?

Many people go back to where they bought their car thinking this is the best place to fix their car.  Because of this myth, the dealership body shop or service department has a large amount of work coming to them for which they do not have to actively attract.  Independents, on the other hand, have to work at attracting and keeping customers.  As an independent repair facility you will see me aggressively work at attending to my customers, satisfying my customers, and following up with my customers.  Coincidently those who benefit the most from this situation is, "the customer".  It is well known that one dissatisfied customer will tell 10 others and a satisfied customer will tell 3 others.  We work so hard at satisfying customers that we send out a "thank you" letter thanking them for the business and encouraging them to return for any adjustments.  Thirty days later, a CSI (customer satisfaction index) company calls our customers to rate how they were treated, quality of repair, and to ask "would you recommend us to others?"  As an independent, customers are very important.  We implement changes suggested by you "our customer" and best consultant.

New Car Myths

A good mechanic with an established relationship with a customer one day is told... "sorry but I now have bought a new car and will be taking it to the dealer for maintenance..."    Wrong... Any mechanic can maintain that new car and still maintain the manufacturer warranty.  The owner of the car can do it themselves, so long as they keep their receipts of oil purchased, etc.   If a person has managed to find a reputable repair partner with whom they feel comfortable, then why change!  Only manufacturer problems need be addressed at a dealership.  It is the manufacturer who pays for these repairs, it is not the dealership doing you a favor. 

Trained Personnel

Many people would take their car to a dealer thinking that they work on their type of car all the time.  Correct, if a car has a problem inherent to it, then a dealership sees the problem regularly.  However, independent repair facilities now can tap into a computer on line service and download "Factory" problems and solutions direct from the manufacturer.  Due to the cutbacks within dealerships, some don’t even have this service for themselves.  As an independent garage, we train our employees because we want to fix cars right, the first time. We cannot waste a customer's time and also our own, therefore we invest in training our employees to avoid problems and repair the car right, the benefit to us is repeat and word of mouth business.

Warranty

A warranty is a marketing strategy. The fine print in a warranty allows its' validity at the sole discretion of the issuing company. People hear "warranty" and they feel at ease. Warranties do give you certain rights, but it is at the discretion of the issuing party.  In other words, a warranty is only as good as the issuing company.   When a problem occurs, which do you think will go the furthest to satisfy you-Dealership or Independent?

Quality of Repair

A lot can be said for a repaired car whose color matches correctly, it appears fixed! Underneath that shiny paint these questions needs to be asked:

• Was the frame fixed right with no diminished value to the car?
• Did they really measure it and return it to factory specifications?
• During the alignment process, did the technician check for engine cradle shifting,
  or wheel set back, which can be caused by bent suspension components,
  or did they simply align it and call it "good enough"?
• Were all the decals replaced underneath the hood?  (Federal law requires
  repair facilities to replace those decals when replacing a hood).
• Did the repair facility give you a printout of the alignment?
• If something is not right how will they correct the problem?
• How did they treat you? 

As an independent it is to my advantage to fix the car right and make that repair invisible. A satisfied customer will come back and send all their family and friends.  It is the independent who has to work the hardest to maintain a customer base.

Why should you refer your family and friends to Tony's Body Shop?

What we offer with every repair job:

• Guaranteed color match
• Accurate panel to panel alignment
• Repairing the vehicle to a safe condition

Your 100% satisfaction is our goal.

At Tony's Body Shop you can still find service, a smile, and a sincere thank you if you allow us to service your auto body needs.

Please feel free to call us if we can be of help or guide you in any way.

This newsletter is brought to you by an independent who has to work harder to make your car repair decisions easier.

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