The automotive field is forever evolving, and the people working in that field have to evolve as well. There are obstacles and challenges that these people face every day. It's not often you meet someone that makes you think, "Geez, this guy is actually really nice!"
Yours truly stopped in for a basic oil change and tire rotation, and upon entering the store, I met Mike. I noticed right away Mike made eye contact with me, which I believe is a very important gesture in customer service.
"I have a 4pm appointment," I stated.
I gave him my name, and within seconds Mike was able to review my customer history in the computer.
He asked me, "which vehicle will we be servicing today?"
I own 2 vehicles, which I have brought to this location in the past, mainly for oil changes, and brakes. Monroe Mufflers offers many services, which sets them aside from other quick service garages.
So the Q and A began once I realized I wanted to write about Mike:
What schooling did you receive?
"I attended Baron Institute (now Lincoln Institute) 3 years ago, and was hired here immediately upon graduating."
What responsibilities do you have here?
"Well, actually we have to do everything. If the phones ring, or someone walks in, whoever has the time to help them, will take on that task." "As far as servicing, we do just about everything."
How many Technicians are on shift for any day of the week?
"We always have 3 Techs on all day long, 5 for sure on Saturdays."
What drives (pun) this type of business?
"Most of the services are oil changes, brakes and of course exhaust." "We tend to have a lot of walk in customers. Our focus is helping them quickly so we don't get overwhelmed." (There were 5 people in the lobby while I was waiting)
Any tips for customers?
"I'd like for customers to be aware of their vehicle. Know the make, model, and the approximate mileage." "Definitely be prepared to leave your vehicle for a portion of the day." (most importantly) "Be patient. There is much more going on than what you see in front of you."
I had the opportunity to photograph and observe Mike in the shop. Mike has a busy energy about him as he worked the impact gun. He was able to remove a full set of tires like it was a NASCAR pit stop. As any job, there is a science to this, with many steps to prevent mistakes or accidents. Most mechanics develop their own system of operation during their career, I observed Mike to be the focused one in the shop. Mike was so diligent, that it was difficult to get pictures without blurs and tracers!
Has anyone ever tipped you before?
"Oh yeah. We get lots of people stopping by with lunch for us, or coffee." "We have a lot of regulars that do stuff like that."
I found his last statement to be true. As I waited in the store front lobby for my vehicle, I noticed an older lady wearing a red athletic jacket come in, use the restroom, and then poke her head into the garage to ask if they needed anything. Clearly, some people appreciate these guys. I also noticed that people walking in for service were very impatient. The time being quoted was around 1.5 hours. Although that could seem lengthy, Monroe Mufflers puts an emphasis on accurate quotes and service. What sounds better, knowing it will be 1.5 hours, or having to wait 1.5 hours?
People have to understand that this business is being operated by 4-5 technicians, who have to be ready for any mechanical situation, unhappy people, and be available to answer the phone when it rings.
To conclude my experience, my vehicle was done in 35 minutes, it costs $25.20 and Mike had no problem giving me a few minutes of his time to answer some questions. It was a very satisfying experience. I want to thank Mike for being a good sport and keep up the good work. Vote for Mike!
Yertip Suggests: If you want to tip these guys, maybe for the Holiday's, perhaps a gift card somewhere local would be fine. Anything along with a "Thank You" is appreciated!
Click Here for the direct link to this Monroe Mufflers location.
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