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Trust Bridges The Gap Between Quality Repairs & Repeat Business

Quality is the name of the game today. Your customers expect expert repairs that are done right the first time, restore vehicle performance, and ensure many miles of worry-free driving. But, you won’t get a second chance to showcase your quality work unless you’ve earned your customers’ trust, says Mary DellaValle, editor of Shop Owner magazine.

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Mary became editor of Tire Review in April 2019. She joined Babcox Media in 1988 as the senior editor of Brake & Front End. In her 32-year career with Babcox, Mary has contributed across the brand portfolio in a variety of ways, most recently serving as the editor of ImportCar before joining the Tire Review team. Her appointment to Tire Review makes her only the 10th editor of the brand in its 118-year history.


Quality is the name of the game today. Your customers expect expert repairs that are done right the first time, restore vehicle performance, and ensure many miles of worry-free driving. But, you won’t get a second chance to showcase your quality work unless you’ve earned your customers’ trust.

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A recent example at my independent service provider illustrates why the level of trust I have for the owner/lead tech never wanes.

One day while driving to the mall with my older daughter, we started to hear a scraping noise under my car — a well-maintained 2009 Nissan Maxima — so I was a little surprised there was an issue. Being on a main road, I pulled into the first business driveway I saw, and while going over the curb I heard a clunk and immediately realized that a part of my exhaust system had fallen off. It was the left rear section from the joint flange back.

After calling my service provider with a heads up, we drove home to get a second vehicle, and then to the shop to drop mine off. Following an inspection, he called to tell me that a replacement exhaust kit for this V6 3.5 L model was around $700 (ouch!). Taking the age of the vehicle into consideration, and with the intent to save me money, he was able to weld the section of exhaust back on for a fraction of the cost.

Now, he could have installed a whole new rear assembly, but he not only went the extra mile to weld it, but he was honest about the repair and how he could fix it for less money.

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In my mind, my service provider is doing more than just fixing cars. He truly cares about his customers, spends money as if it were his own, and delivers an optimal customer service “experience” with honesty and integrity at the foundation. Think I’ll be a customer for life? You bet, and I’ll recommend his shop with the utmost confidence and in the highest regard. How many of your customers can say that about your shop?

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