By Debbie Briggs, contributing writer

“Our pledge to you as our customer is to uphold a sound business practice, with the highest ethical standards, and to exceed our customers’ expectations through providing exceptional customer service and maintaining a professional level of repair.”

The owners of Integrity Automotive make one thing very clear on their website: Integrity isn’t just part of the shop’s name; it’s the basis of everything they do. That was the ­mutual goal when Charlie and Julee Baxley, and Don and Barb Meeker decided to open an ­automotive repair business in Tucson, AZ, more than seven years ago in February 2006.

Apparently, that commitment to quality and professionalism made an impression on customers. Just three years later, they had outgrown their first ­facility. Moving Integrity Automotive to a larger location a mile away allowed the owners to expand operations into eight bays, giving the shop’s three techs — two ASE Master Certified and one ASE Certified — more room to work. The move even allowed the owners to open Integrity Diesel in the original shop location.

So how did the shop’s reputation for quality repairs grow so quickly? Good old-fashioned face-to-face networking, which is quickly becoming a lost art in today’s digital world. Julee says she jumped right into her initial role of marketing and ­advertising with gusto. She not only joined the Better Business Bureau and became affiliated with the ASE Blue Seal of ­Excellence program, but she also became a member of the Tucson Business Networking Association, Alliance of Construction Trade and Marana Chamber.

“I joined every networking group available in our community,” she explains. “My full-time job was to get the word out, and to develop relationships with other business owners and local community members. Both Don and I are now involved with a number of different networking groups. This and our local reputation are what got this business off the ground.”

Julee also founded a local charity organization called “High Heels for Hope,” which includes area business women working hard to give back to the community all year. Knowing that staying up on ever-changing ­industry standards is also a must, Julee serves as chapter president of the ­Arizona chapter of ASA representing Tucson, and she also sits on the ­advisory board for Parts Plus.

Solid Foundation
Making those connections early on has certainly paid off in terms of building an impressive customer base. It’s no surprise that word-of-mouth ­referrals from ­Integrity’s many satisfied customers still tops the list of effective marketing strategies.

“Our biggest success is the relationship building and trust for retaining our customers for a long time,” Julee says. “Another asset is that owner Barb Meeker drives our courtesy van most of the time. How about that — an ­actual owner interacting one-on-one with many of our customers!”

Also a hit with customers has been a referral program in which each customer providing a referral is thanked by letter and entered into a monthly drawing.

“We pick four names a month from those who have referred a customer to us, and we send each of them a monetary gift card,” Julee says, adding that they have also donated maintenance discount cards to the local schools for teachers and staff members. “Community involvement and networking is critical to operating a successful ­automotive repair shop today.”

Julee says shop appearance has always been a top priority at Integrity Auto; after all, you get only one chance to make a good first impression.

“We get many compliments from customers on how well our shop is kept clean and organized,” she says. “We keep it very clean, and also well decorated with the latest colors and trends. We believe it communicates to our customers that they aren’t just a number here. We pride ourselves on providing the best upfront service ­possible — no surprises!”

Retaining Employees
While every shop owner has most likely had to deal with turnover now and then, it can be challenging to find timely replacements who fit in with a shop’s culture. Julee says word-of-mouth advertising and focusing on the many benefits Integrity Automotive offers both have helped attract the right employees at just the right times.

“Retaining current employees and having low turnover rate is an ongoing challenge,” Julee admits, but the shop’s many benefits attract quality candidates. “We offer insurance benefits; current and active training; family ­values and atmosphere; and fair, incentive-based pay plans with reasonable expectations for employees.”

Julee says they often have to look no further than the vendors, tool salesman and local automotive associations for qualified candidates.

“Tucson is a big town with a small town feel, and techs talk!” she says. “Relationships with local trade schools have been useful over time, as well.”

Staying Current
While community relations has been critical to Integrity Automotive’s success, Julee says new ventures are also proving invaluable. Take the shop’s website, which offers online appointments and also features mobile responsive web design to make navigation by smart phone users that much easier.

“Website presence and constant activity is a must in today’s world,” Julee says. “Online communication is being used more than ever. You have to keep up with the times.”

Over the last seven years, one thing that has been invaluable is the shop’s affiliation as a Parts Plus Car Care Center. Julee says the partnership allows Integrity Automotive to offer its customers programs that are mutually beneficial.

“Teaming up with Parts Plus has allowed us to offer programs that help our customers during slow economic times, but don’t lose money for our business,” Julee explains. “There are a lot of money-saving programs in our ­industry that can boost your profitability.”

At the heart of everything they do, Julee says, always goes back to one thing: customer service.

“Most consumers today ­expect and should receive service as a first priority,” she concludes. “Effective communication with not only customers, but employees and suppliers as well, is critical to success.”

While no one knows what tomorrow may hold, one thing is for sure — the owners of ­Integrity Automotive will continue to provide the quality ­repairs and top-notch customer ­service their name implies.