The mark of a long-lasting business isn’t just profitability during times of economic prosperity, but also adjusting when things take a turn for the worse. Vancouver, WA, Shop Owner Casey McGowan has seen hard times — and taken the steps necessary to ensure his business not only stayed afloat but flourished as well.

“We had to take a hard look at our business model when the economy took a turn for the worse around 2007,” says the owner of Casey’s Independent Automotive Repair Inc. “We work and live in a blue-collar area, so we were hit hard during that time, as were our customers.

“In response, we went to a full inspection-based service model on all vehicles that pass through the shop,” McGowan explains. “We are in the business of advising, not harsh, pushy sales. We understand that all ­repairs and needed preventive maintenance may not always be in the budget right now, so we prioritize, and ­reconnect with the customer using timely reminders.”

This approach not only helped the 12-year-old shop through hard economic times, but also keeps customers coming back for repeat service. McGowan says while he does some direct mail and local advertising, the majority of his business comes from customer referrals.

“We want to have our customers for life, not the ‘one-and-done’ jobs that so many ­repair shops are doing these days,” he says, adding that keeping costs down helps achieve that goal. “I’ve tried to keep my costs down on all the things I can. We don’t want to raise prices to offset swollen and needless expenses. I watch all incoming and outgoing costs, and I’ve worked with all of my vendors to receive the best quality parts at the best price. Because of this, I can get the margins I need and still offer my customers competitive pricing.”

Shop Appearance

McGowan is quick to point out that a clean, inviting facility doesn’t have to be new, but rather consistently maintained so that customers feel comfortable in any part of the building, which includes 14 service bays.

“We believe in showing our customers the concerns in and under their car whenever possible,” he says. “That means they are escorted into the work area, and that’s when they get a feel for your work ethic and dedication to professionalism.

“This is an area I feel very strongly about,” he continues. “I feel you don’t have to have a new facility to keep it clean, organized and productive. This is in your direct control, where so many things are not. If customers see a clean, organized work area, equipment that is in its place and not covered in oils and grease, they come to a very quick conclusion that this is probably a well-run company that can take care of all their automotive needs. That is what we strive for.”

Professional Work Ethic

Casey’s Independent Automotive ­Repair services all major nameplates whether foreign or domestic, but specializes in automotive and light-diesel truck repairs. The shop employs four ASE-certified Master Technicians and three general service technicians.

“We offer full benefits, including paid vacations, to all full-time ­employees, as well as a professional, well-kept work place with a family-friendly atmosphere that is conducive to positive attitudes,” McGowan says. “I feel a high-performance workplace with a no-negativity policy makes for a very productive team.”

While he’s constantly on the lookout for new talent in the automotive field, McGowan says he’s been fortunate to have a solid team and ­relies mainly on word-of-mouth referrals when he is in need of a new ­employee.

“I don’t believe in stealing employees from other repair businesses,” he says. “I used to worry about that ­happening to us, but the more time goes by, the more we have talented automotive professionals contacting us. So, the word is getting out that we treat our employees very well and truly appreciate their role here.”

Always Improving

Part of the appeal for technicians and service advisers alike is the shop’s commitment to ongoing education. As McGowan likes to say, you “can never stop learning.”

“We have an ongoing training program with both online and instructor-led sessions,” he says. “I take advantage of all my vendors’ courses and always offer them to my employees, ­including service advisers, and management training, which I use ­myself. There is a golden nugget of information in every session we attend.”

In the same way, McGowan is ­always striving to improve shop productivity, closely following technician time management processes.

“We are able to track each technician’s efficiency and productivity as a commissioned flat-rate technician,” he explains. “So, if we see a technician struggling in a certain area, such as ­diagnostics, we can get him or her the help, training or equipment they need to be more efficient.”

McGowan’s ongoing improvement efforts don’t stop there, but also ­apply to the shop’s website, www.caseysindependentauto.com. He currently works with Motorhead Marketing to make sure the website’s design stays current as well as mobile friendly.

“Search engine optimization is an ongoing and constantly changing form of marketing,” he says. “SEO is a term that used to fit into some sort of box, but not anymore with so many ways to improve your rankings and opportunities with social media. It ­really is something you are just never done with.”

McGowan also belongs to several industry associations, including AAA, BBB, RLO Training, ACDelco and TechNet. He says each one has helped propel his business forward.

“I feel they all offer lots of positive, helpful information and support,” he says. “But working with other professional shop owners and management in the automotive repair field has been one of the best things I have ever been a part of. I’m so fortunate to have professional coaching from ­people like John Waffler from RLO Training, and the relationships with other owners going through the same challenges as we do. That entire process is invaluable.”

When it comes down to it, ­McGowan points back to the shop’s commitment to exceptional service and customer ­education as their main ingredients to success in the automotive repair industry.

“Make a clear path of where you want to take your business, think ­outside the box, and share that vision with your ­employees,” he concludes. “Empower the people around you and let them know that their role in the shop’s operation is crucial to everyone’s success. Let them know how much they are needed as team players, from the car porter to management. Most of all, don’t stop setting goals as a shop owner, and remember that you can’t win unless you are ­willing to lose sometimes.”

With his clear vision and dedication to quality repairs, McGowan is sure to win more than he loses, with Casey’s Independent Automotive Repair ­continuing to be successful well into the future.