Husband, Wife Team Focus On Customer Service In Montana

Husband, Wife Team Focus On Customer Service In Montana

customer service For as much as we write about the complexity of diagnosing problems on today’s vehicles and all of the new gadgets and applications available to advanced shops, the key to success in auto repair can be pretty simple: Focus on the customers.

That was the driving force behind Kirk’s Automotive Repair Services, a small shop in Billings, MT, that opened in July 2014. Owners Kirk and Leigh Suchy (husband and wife) are the only two employees, and this is by design — Kirk believes customers are more interested in talking directly to the technician versus a service adviser.

From the Billings Gazette:

What is being done to expand the business?

Most of our business has come by referral. We want our customers to leave feeling satisfied with our services so they will tell their friends, family and co-workers who in turn become our customers. We have handed out a lot of business cards and are working on starting a website.

Your best business decisions?

We had discussed opening a shop for several years, so our best business decision was to take the plunge and do it. We had the integral parts between the two of us — Kirk had the repair expertise and Leigh had the financial/bookkeeping experience. We found a good location and didn’t overextend ourselves with startup costs. We have our parts delivered on an as-needed basis and stock only the essential items that we know we will use.

It’s a nice success story. Be sure to head to the Billings Gazette for the full Q&A with Kirk’s Automotive Repair Services.

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