Customer Service Practices At Rick 's Auto Service

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This report will look at the customer service practices at Rick’s Auto Service. It will cover business strategy, customer service, promotions and shop presentation. This report is an informational piece, thus no recommendation will be given. Research Methods All information for this report was retrieved from an interview of Rick, the owner of Rick’s Auto service. Rick’s interview was conducted on Friday November 27th inside Rick’s shop. The major topics of this report will cover business strategy, customer service, promotions and shop presentation. Background Rick’s Auto Service first opened in 2000, the shop has been in the same location since its opening. Rick’s Auto Service is known for their quick oil changes, tire rotations and dent removal. They also do body work, alignments and brakes frequently. The shop is family owned and hires anywhere from 3-10 people depending on the season. First Impressions Upon entering Rick’s Auto Service, you immediately notice just how clean and tidy both the waiting room and the service area is. The building is quite large, three car bays are viewable from the waiting room, which allows people to watch the shop. The waiting room has a couch, TV, magazines and a bulletin board with all of their promotions. The outside of the shop while not dirty, could use a good cleaning. The exterior of the building is brick, which doesn’t look too bad, but the grass looks overgrown and should be cut. The building has three large garage doors which look relatively new or freshly painted. The interior of the waiting area looks clean, walls appear to have been painted recently. All the couches are clean, and the magazines are in good shape. The staff are all wearing company issued coveralls, with their... ... middle of paper ... ... to his shop complaining that he broke something or did something wrong. Most of customers that come into the shop are repeat customers, customers who specifically go to Rick’s shop for his service. Rick knows just how important repeat customers are to a shop, because not only do they come back to his shop, they also talk good things about his shop to their friends. Conclusion Rick’s Auto Service opened in 2000, 15 years ago. The shop has been in the same location since its opening. Rick’s Auto Service is known for their quick oil changes, tire rotations, body work, alignments and brakes. The shop itself looks great, very clean and tidy. The staff seemed nice, all wearing coveralls with their names on the front and shop name on the back. The shop focuses on customer service, making sure that customers are happy with their service and say great things about them.

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