1 Technician Mike Macias updates Lamborghini stock exhaust to Tubi exhaust. 2 Checking codes on a 2002 Bentley Arnage T.
3 Technician Paul Fletcher adjusts suspension for larger wheels on a Range Rover. 4 Apprentice Technician Matt McCormick
checks the status of the readiness monitors on a Range Rover.
New customers at Stewart's Automotive in Sacramento, CA, can be excused if they think the shop is going to the dogs because
it is, quite literally. Greeting customers as they pass through the doors are the shop's furry goodwill ambassadors, Rover
and Savannah. Neither dog is on the payroll (although they are quite well cared for), but their job still is quite important:
Shake customers out of any angst they may have over repairs, and prepare them for a repair experience beyond their greatest
expectations.
5 The exterior of the shop offers a nice backdrop for the 1963 Jaguar XKE.
Certainly, customers everywhere share some misgivings when it comes to turning their cars over to a shop. According to owner
Stewart Rosen, his customers have some "very high expectations" to go along with those fears. That's thanks in large part
to their choice in vehicles — European makes such as Ferrari, Jaguar, Land Rover, Maserati, Rolls Royce and Bentley, whose
repair are Stewart's specialty.
SHOP TALK
Rosen meets these expectations by running an operation that offers everything a European dealership does. His shop utilizes
the same factory test equipment as a dealership (for all his advertised brands), allowing him to perform every type of diagnostic
service on-site. All his technicians are ASE-certified and receive significant on-the-job and dealer training. Thanks to these
factors, Rosen says he has never had to tell a customer he can't perform a certain repair or service.
6 Mike Kjerulff inspects an engine check light with a Ferrari tester. 7 Fletcher checking a land Rover for the infamous rear
main seal leak. 8 Fletcher shows off his trusty Land Rover diagnostic tool.
Away from bays, Stewart's strives to provide an equal-to- or better-than-dealership experience in the customer service department.
All work is scheduled as quickly as possible to avoid having customers wait (something they might be forced to do for long
periods at a dealership). Rosen says the shop attends to even the smallest aspects of the customer experience: Customers can
opt for courtesy rides to and from work. Every repaired vehicle is delivered freshly washed. Customers also receive regular
service reminders.
Tim Sramcik began writing for Motor Age's sister publication ABRN nearly 10 years ago, although he joined the staff full time in January 2008 as editor-in-chief. He has produced numerous news, technical and feature articles covering virtually every aspect of the collision repair market. In 2004 the American Society of Business Publication Editors recognized his work with two awards.
Articles by Tim Sramcik
post a comment
Dental Lab Products | E-NewsletterShare This Page:
