Precision Incorporated: The Facts
Owners/Consultants: Mike and Chris Klinger
Locations: Tucson, AZ
Shop Stats: 4,000 square feet, 9 bays, 9 lifts
Employees: 1 service manager, 1 parts manager,
2 service advisors, 6 technicians
Recognition by Phoenix-based dealer Showcase Honda as its single largest purchaser of Honda genuine parts in the state of Arizona is a testament to the success of Tucson, AZ-based Precision Incorporated. But when you factor in that Showcase Honda is only one of Precision’s OE parts suppliers, you realize that this is one busy shop.
“We stock order and special order OE parts every single day,” says Chris Klinger, co-owner along with his brother, Mike, of the 4,000-square-foot shop centrally located in Tucson. “We receive daily parts from Tucson dealers, Phoenix dealers and California dealers.”
From routine maintenance at 15,000 and 30,000 miles to oil changes and clutch replacements, Chris says the “large majority” of the vehicles serviced at Precision Incorporated receive OE parts. When asked if the use of original parts boosts customer satisfaction, Klinger’s answer is a definite, “yes.”
“We absolutely know this to be true,” he says. “We have studied this in our marketing research.”
Mike and Chris also know that partnering with area dealerships provides them with the parts they need to get their customers’ vehicles back on the road quickly and successfully.
“The local Honda dealer that we work with every day, Dobbs Honda, has helped Precision Incorporated reach greater levels of efficiency by increasing their inventory levels to accommodate our needs,” Chris says.
Chris adds that the dealer network also provides them with valuable repair information. “They provide us with current pricing, current parts bulletins or whatever information we request so that we can keep another Honda or Acura owner satisfied,” he says.
Mike Klinger began his career in 1976 working at a Honda dealership and received numerous factory-training credentials, quickly reaching the level of master technician. After leaving the dealership, Mike spent a few years working for the largest independent Honda repair facility in Tucson before opening Precision Incorporated in 1984. Two years later, Precision Incorporated had grown to the point where Mike recruited his brother, Chris (who has a bachelor’s degree in business economics), to take over the shop’s daily management, advertising, information technologies, finance and future growth. The successful arrangement, Chris says, has allowed them to “constantly maintain the highest levels of quality workmanship and simultaneously achieve the highest levels of customer service and satisfaction.”
“All of the original systems and quality control procedures are in place 22 years later and our great reputation reflects our attention to detail,” Chris says.
About five years ago, Chris and Mike began to step out of the day-to-day operation of the shop and shift certain responsibilities over to the employees, giving them an opportunity to advance their careers. With the use of “remote control software,” the owners are able to stay in daily contact with the shop and have become consultants to the employees at this point. “We are able to work and communicate with the shop, in real time, during business hours,” Chris says. “Working remotely provides the uninterrupted time needed to stay abreast of our marketing, advertising, finances, etc. We meet with the staff regularly in person and keep all lines of communication open daily.”
It’s a business model that works at Precision, Chris says, as evidenced by the longevity of its staff.
“Our shop has retained the majority of its employees for very long periods of time because we have created an environment of personal success and work place satisfaction,” Chris says. “We have paid vacation, paid holidays, personal days, sick days, retirement matching, medical and profit sharing.
“More importantly than the financial and benefits package, we have worked hard to find employees who believe in our company philosophy,” he continues. “Once this meshing of philosophy and finance come together, the entire environment becomes a very comfortable and profitable place to work for all parties. The customers sincerely appreciate knowing that our staff does not turn over frequently and that the high quality standards that the owners require are the norm.”
Precision’s great reputation has led customers to tell their friends about the shop, and, in Chris’ opinion, it’s that kind of advertising that makes a business successful.
“The single most important means of advertising is always ‘word of mouth,’ ” he says, though they do advertise in the Yellow Pages, use direct mail and have a well-viewed website. “No matter how much money we spend finding a new customer, nothing is as good as ‘word of mouth’ advertising from a trusted source.”
The customer always comes first at Precision, from the high-tech equipment used to repair their vehicles to getting to know them on a personal level. Knowing every customer by name, Chris says, speaks volumes about their business philosophy of delivering quality workmanship on every repair.
“In addition to knowing every customer, we treat them all like they are part of our own family,” he says. “We give our customers every detail of attention and service that we feel this modernized world fails to provide. We actually care about their needs, their children and their finances, and we let them know that we will do everything within our power to always keep their best interests at heart.”
Add to that a state-of-the-art computer system and a knowledgeable staff, and you’ve got a recipe for success.
“Our Honda and Acura customer-specific computer system is a very powerful tool that even our customers have grown to love,” Chris says. “We have instant access to history, price quotes, recommendations, TSBs, contact information and a host of other information that keeps our service department involved and up to date with every customer interaction.
“It’s one thing to know your customers, but it’s a whole other thing to know how to deliver the highest levels of customer satisfaction in a seamless fashion. Our attention to every detail and command of our technology is what contributes to our success.”