UNDER THE HOOD
Here’s what a first-class repair shop looks like
Q:My trusted mechanic retired and closed his shop a couple of years ago, and I've had a heck of a time finding a good replacement. Most of them just don't seem as sharp, or they simply want to replace parts until whatever's troubling my car—a 2011 BMW—goes away. I don't live near a BMW dealership and I've generally enjoyed the more personal service of smaller repair shops. Are there any good ones still out there?
—Jake R., Montrose, Colo.
A: I just spent some time getting to know Matt Ogabian, owner of Made in Japan/USA/ Europe, an independent repair shop in Campbell, Calif. As an automotive technology teacher, it's important I meet and forge relationships with dealers, independent shops and fleet operations so I can better understand how to prepare my students for the demands and expectations of this rapidly changing industry. Besides technical skills and reliability, information competency and electronic communication skills are in high demand by employers. I was highly impressed with how Matt runs his business and hope by sharing some of his practices folks might see how a first-rate shop gets things done.
Made in Japan/USA/Europe records all customer calls to ensure proper practices are followed and prevent misunderstandings. After checking their vehicle in, customers are escorted home or to work by a shuttle driver. When a vehicle inspection is performed, all areas of concern are photographed and uploaded to an app, along with descriptions of recommended actions and options. An email is then sent to the customer with a link to the app, which also includes the vehicle's repair history and previous recommendations. Customers, asked to view the information, then receive a call shortly thereafter to discuss a plan of action and, if desired, no-interest, six-month repair financing. If the customer has any apprehensions, Matt insists the customer come back to the shop and consult directly with him and the technician before the job proceeds.
During the repair process, customers can use the app to track previously performed services, arrange future appointments, and view a checklist of any recommended fixes that were not completed during their last visit. The app also produces repair job progress reports and sends customers a notification once their car is ready for pickup. In the event a service can't be completed in the promised time, a complimentary rental car is provided. Matt far exceeds California's 90-day, 4,000 mile required service warranty by offering threeyear, 36,000-mile coverage on all services performed. And that's honored nationwide.
I was blown away by the level of sophistication Matt employs managing his business. In addition to being an Automotive Service Council and Bosch Car Service board member, he goes to great lengths to provide top-tier training for his techs and mentoring for interns. He's in the process of setting up each tech with a networked tablet, which he hopes will speed the vehicle inspection and recommendation process and bring service information and diagnostic connectivity directly to the vehicle fender. From his smartphone, anywhere he goes, Matt can view every aspect of the shop, check the status of each job, and upload comments or corrections to vehicle repair information on a customer's app. He's bound and determined to change the way auto service is performed, one customer at a time.
By telling Matt's story, I hope to show that shops like this do exist. My only compensation for mentioning all this is learning a lot and making another new friend in the auto service community.
ABOUT THE WRITER
Brad Bergholdt is an automotive technology instructor at Evergreen Valley College in San Jose, Calif. Readers may send him email at bradbergholdt@gmail.com; he cannot make personal replies.