Location: Glenview, IL (G); Vernon Hills, IL (VH)
Number of shops: 2
Years in business:
(G) 22; (VH) 5
Employees: 35
Sq. footage: (G) 13,000; (VH) 24,000
No. of Bays: (G) 13; (VH) 22 capacity, currently 16
Volume (G) daily, 21; (VH) 28
Average repair cost: $460-$520
Annual Revenue: $5 million
"A customer has taken her 1998 Tiburon to the dealer four times for a transmission problem. After replacing various components to no avail, the dealer tells her she might need a new wiring harness or maybe a transaxle assembly. Frustrated and out of patience, she takes her vehicle to C&M Auto Service where the problem is turned over to a tech with 25 years of experience. The tech tracks down the problem to a loose bolt securing the ground wire for three shift solenoids. Problem solved. Two years and 15,000 miles later, the transmission still shifts flawlessly."
Talk to the folks at C&M Auto Service, and you'll hear dozens of similar stories. They're the cavalry that comes rushing in to save the day when all seems lost, and an owner is ready to give up on a vehicle. Perhaps more realistically, they're the shop that can address any automotive problem because they've chosen to develop their business around a concept that demands they put experts at every position and thoroughness at every turn.
When high school pals Mike Starovich and Charles Hartogh founded C&M two decades ago, they set about building an operation that would provide "a better-than-dealer experience for all cars, all in one place" - a heady goal for two middle-class, Midwestern kids. Competing on equal footing with dealers means having the same cutting-edge diagnostic equipment for every vehicle make and model. It also means employing the best technicians available, the kind of professionals who have experience working on every vehicle system on every available vehicle model.
1. The front desk at the Vernon Hills, IL location allows customers to drive their cars into the shop, out of the elements. Service writers can do an immediate inspection of the vehicle and walk through the customer's complaint while writing up the initial work order.
2. The customer waiting area at the Glenview, IL shop includes two computer workstations, a kid's play area and free coffee and cookies.
3. Each bay has its own computer workstation and Internet access built-in, allowing technicians to stay near the car while accessing information.
4. Owners Mike Starovich (left) and Chuck Hartogh.
( All photos: C&M Auto Service)
With careful investing, management training and wise decisions, Starovich and Hartogh built that business, which now has two locations, in Glenview and Vernon Hills, IL.
Strict attention to detail is paid to every aspect of their business. ASE-certified customer service reps work as go-betweens between customers and techs, allowing technicians to focus on the tasks at hand. Each tech works in a separate bay, equipped with a telephone and computer with Internet access. All techs possess an ASE Master level certification so they can work on any system in any vehicle. Every vehicle receives a complete, 120-component inspection, along with a 36-month/36,000-mile warranty on parts and labor.
Customer service receives the same level of attention. Complimentary conveniences include vehicle pickup and delivery (after hours included), a fleet of 20 loaner cars and a courtesy shuttle. A paging system provides access to loaner cars after hours in case of emergency. Customer lounges offer Starbucks coffee, fresh-baked cookies, children's play area and Wi-Fi access. Every customer receives a free car wash. Every customer also receives a handwritten thank you card, a CSI survey, a monthly newsletter, an e-mail newsletter, oil change reminders and maintenance due postcards.
The business is active in its community. C&M organizes repair clinics, sponsors little league teams and an annual 5K run, and hosts a yearly car and dog wash called "Wolf and Wheels." The business is an active participant in the local chamber of commerce. In 2005, the staff donned 1920s-era gangster and flapper garb to host a murder mystery theatre for a chamber mixer.
Tommy guns and fedoras might seem out of place at most shops, but Starovich and Hartogh embraced the notion as just one more new idea they could take for a whirl. The event proved to be a rousing success, earning C&M notable press, as well as new fans and customers. The business had again covered all the bases.
If only Starovich and Hartogh could pass that kind of success on to their hometown Cubs ...
- By Tim Sramcik
About the Author
Tim Sramcik
Tim Sramcik began writing for ABRN over 20 years ago. He has produced numerous news, technical and feature articles covering virtually every aspect of the collision repair market. In 2004, the American Society of Business Publication Editors recognized his work with two awards. Sramcik also has written extensively for Motor Age and Aftermarket Business World. Connect with Sramcik on LinkedIn and see more of his work on Muck Rack.