ImportCar Magazine Article
Stephens Automotive was recently featured in ImportCar Magazine.
The article is reprinted below. Customer Service Is Key At Stephens AutomotiveMay, 2005 by Debbie Briggs, Contributing Editor In business for almost 10 years, Joe Stephens puts his customers first. Quality repairs keep them coming back - and telling their friends and family.
For Illinois shop owner Joe Stephens, it's not just about fixing cars.
His goal is to not only provide his customers with quality repairs, but
to educate them as well. It must be working: Stephens will celebrate
the 10th anniversary of the opening of the 6,000-square-foot shop in
May.
"The most exciting thing that has happened in my business lately has
really been going on for years, and that is seeing and meeting new
customers," says the owner of Stephens Automotive. "Meeting new people,
diagnosing their problem, repairing it and seeing them leave happy.
They leave happy because if the customer asks me a question about a
repair, I take them back to their car and show them the work they need
and why. This develops a high level of trust. It also gives me a chance
to show off our incredibly squeaky clean shop, which a lot of people
think is one of the best-equipped shops in the state."
Stephens says his shop, staffed by three Master technicians and a
service writer, averages 50 repair orders a week. About 65 percent of
the work is done on Toyota and Lexus vehicles, but domestics and other
imports are also serviced. Rounding out the service schedule are a few
fleet accounts consisting of vans and trucks.
"I worked at a local Toyota dealer for approximately seven years before
starting my own shop," Stephens says of his decision to focus on that
nameplate. "I've employed guys with a Toyota/Lexus background to
enhance our Toyota/Lexus expertise, but we also have people who
specialize in the domestic repairs, so we cater to all of our
customers' needs."
The repairs at Stephens Automotive are the result of knowledgeable technicians and the use of quality parts.
"They fit and work the best, and always last," Stephens says, "so the vehicle gets fixed right."
One of his biggest challenges, Stephens says, is finding those
qualified technicians in an era of increasingly complex vehicles. More
training is necessary to use and understand scanners and computer
diagnostics.
"Technicians today rate with doctors," Stephens says of the level of
education necessary to diagnose and repair today's vehicles.
And with the huge expense of the scanner and software updates, Stephens
says he recognizes the time his technicians put into diagnosing a
problem, and if questioned by a customer, he takes the time to explain
why the charges are reasonable. It's that kind of commitment that keeps
customers returning.
 "When a customer walks in our door, we listen to them explain the
problem they're having as we fill in our customer check sheet,"
Stephens says. "We go to work to diagnose the problem, come up with a
fair cost and a completion time, and we call the customer to give them
that information.
"We don't call twice, and we stick to the quote," he continues. "We
really focus on good communication and no curveballs. Our complete
checkout by our top-notch staff keeps surprises and comebacks to a
minimum."
Mutual understanding on both the part of the shop and customers,
Stephens says, means avoiding putting out fires later. The technician,
the service writer and the customer should all be on the same page from
start to finish.
And that's just one bit of advice he would give to any shop owner. He
also recommends cleaning up the shop, getting organized and hiring
qualified people who reflect your values.
"Hire the energetic, happy, organized tech," he says, "who wants to get somewhere in his life."
Last, but not least, Stephens advocates not only spending time growing
your business but with your family as well, as his wife, Kimberly, and
two children, Joey, 7, and Vanessa, 3, well know.
"Work on the shop running without you," he says, "so you can go home early to be with your family."
Copyright 2005 ImportCar Magazine |