As they ran Young's Automotive, Betty Jo and Glenn became involved with the Automotive Service Association (ASA). At the same time, Glenn got involved with the CARQUEST Technical Institute (CTI), and eventually began teaching courses for them.
This turned into four days per week and as Betty Jo says, "Suddenly I was a full-time shop owner. I didn't have an innate interest in cars. But now [looking back], after 30 years, you become a family. I want to take care of our customers, and when they're broken down or upset, I guide them and do the best I can. I have my Accredited Automotive Manager (AAM) degree [from the Automotive Management Institute (AMI)] and Glenn has moved into the state level of ASA."NUTS AND BOLTS
Young's Automotive Service has two techs, two service advisors and a female office manager.
"I believe in a strong support staff. The one making the money is the tech, so I work hard [at] keeping them working. He can make himself and you a whole lot of money," says Betty Jo. "Our techs are ASE-certified. Since we're very involved in the CTI program, if our techs want to go, I pay for it. In fact, we pay for all training and ASE certification."Betty Jo says that most of their business comes from referrals: "We're a little off the beaten path. So the first thing I tell new customers is that we don't spend anyone's money without their permission. But before the customer picks up that car I'll have a preventive maintenance check done on it and later ask them to sign up for our program."
Betty Jo describes their Houston community: "We're much more of a commercial community today. We're not far from a medical center and we have quite a few company accounts. We've always been involved in co-op programs with area colleges."
THE BIGGEST CHALLENGE
"The most important thing about being a service dealer is the safety of your customers," says Betty Jo. "You must have qualified people, quality parts and a recheck program. You have to document everything.
"The most important thing is that the customer is satisfied and that we have exceeded his expectations. Then I have to protect myself and my shop. It involves communication from beginning to end. If you are not a people person, hire someone who is."
RECOGNIZED BY THE INDUSTRY
Betty Jo was invited to be a panel member at the 2006 Global Automotive Aftermarket Symposium in Dearborn, MI and is now starting her own company called, "YES," Young's Educational Systems.
She also teaches courses for ASA and CTI. It appears there is no stopping this woman who found herself a shop owner by default and then made more than the best of it.
