Trade secrets

Motor,  Oct 2003  by Cerullo, Bob

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Import Autohaus also has a goodwill fund. For example, if a customer comes in with a burnt-out taillight bulb, they never charge him to replace the bulb. In addition, to enhance its image, the company maintains its own website: www.importautohuas.com.

Import Autohaus tries to treat its employees well, with a liberal vacation policy, paid holidays, a 401(k) plan and medical coverage. Employees also are encouraged to take specialized training to develop their skills. Some courses are run on weekends at Import Autohaus. If an employee successfully completes the course, the company pays the full cost. Import Autohaus is willing to grow its own technicians. They'll bring along a technician with limited experience provided they feel he has the potential-and willingness-to be a top tech.

One night every month, all of the Import Autohaus managers join Frank Driggs and Andy Neff for a meeting and dinner at a local restaurant. The idea is to discuss problems and policies in a relaxed atmosphere and to keep driving home the point that they need to be constantly vigilant of how management expects them to deal with customers and technicians.

The Trade Secret that Import Autohaus learned a long time ago is to know what kind of repairs you want to do and where you want to do them. Know your customers and do your best to keep them and your techs happy. It's also important to keep your shop looking clean and inviting to customers, so they feel at ease from the first moment they enter.

Import Autohaus is in it for the long haul, and they never allow themselves or their employees to lose sight of the fact that repeat business from happy customers is what makes it all happen. You'd do well to take your cue from them.

You can contact Bob by e-mailing him through his website at www. bobcerullo.com, or writing to him c/o MOTOR Magazine, 645 Stewart Ave., Garden City, NY 11530.

Copyright Hearst Business Publishing Oct 2003
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