A few years ago, I visited a smog check station near my house. The owner, Jose, took twenty minutes and said the car had passed the test. When I paid and thought that was the end of a routine exchange, Jose started scribbling on the back of the receipt. He said I should watch out for a few things in the coming months: I’d soon need new tires. The back brakes had about 10% left, so if I started to hear serious screeching, it would be time to replace them.
He handed me the receipt with his barely legible notes, wished me a good day, and returned to work.
His gesture earned my trust. It showed he had inspected the vehicle beyond what was required by law. I appreciated how neutral he was when he offered advice. He didn’t care when or where I would get the future repairs. His actions said, “If I were you, I would fix these things, but it’s up to you.” It is refreshing when a business considers my perspective and seeks to solve my problems, regardless of whether that means extra revenue for them in the short term.
Over the years, I have patronized Jose’s shop for oil changes and minor repairs. Although their shop is often busy, they always get me in and finish the work quickly.
Earlier this week, my 2004 Camry started to make a loud noise while accelerating. Jose’s son Chris took a look and said he had to replace the alternator and the bearings (I don’t technically know what all that means).
The following day, Chris called and said my car was ready. When I arrived two minutes later, Chris was still working on the vehicle. Curiously, he was rubbing the battery with a tool. Surprised I showed up so quickly, he smiled and said, “I saw some rust around the battery. It’s better to clean it up. I will get your paperwork in the office in a minute.”
No wonder this business has a 4.9 rating with 1,000+ reviews!
Going the extra mile costs Jose and Chris little, but clearly, the customers notice the difference. This father-and-son business is a living statement: We will care for you if you are here. While their services seem like ordinary auto repair, Jose and Chris are artists in my book: their work ethics prove that it’s possible to have an honest business while taking pride in their craft and caring for the people in the community.