Why We Value Relationships Over Transactions
Photo byPriscilla Du Preez onUnsplash
Lately, we’ve been thinking deeply about our philosophy, inspiring us to focus this month’s blog on why we value relationships over transactions.
We often hear people talk about auto repair shops and auto mechanics negatively. From the day we opened KC Auto Solutions, we knew we wanted to provide a positive auto repair experience for everyone who walked through our doors. But it took some time for us to figure out how we would stand out from the pack.
Over many mornings of contemplation, while drinking delicious coffee, we figured out what makes our family-owned auto repair shop different.
“If I had to say what makes us special and unique, there are two things I am devoted to: My team and my relationship with my customers.” – Joshua Morgan, owner of KC Auto Solutions in Independence, Missouri
Contrary to what you might assume, fixing cars is not our primary motivator. Instead, fixing cars is something we do that helps us build relationships with people.
Because we are a family-owned business that values relationships over transactions, we came up with a company policy that we call “The 300% Rule”.
What Is The 300% Rule?
Our formula is simple yet very effective:
100% of the car gets a DVI (Digital Visual Inspection – which documents everything we see during your car’s examination)
100% of the DVI’s get an Estimate
100% of this Estimate gets presented to the Customer
If the 300% Rule process generates a large estimate, we understand that it might shock some car owners if it’s too high. But not to worry. As we mentioned before, we value relationships over transactions.
But what does this mean? Well, it means you don’t have to repair everything on your Estimate all at once. You can take care of what needs to be fixed in smaller, bite-sized chunks.
How Do You Eat An Elephant? One Bite At A Time.
The first 100% of The 300% Rule is to scan the vehicle with a complete Digital Visual Inspection report. This report shows what’s running fine (in green), what needs attention in the future (in yellow), and what requires immediate attention (in red).
The following 100% of The 300% Rule presents an estimate for all the yellow and red issues discovered in the DVI report. Like going to the doctor, you’d like to know everything affecting your health, and we take the same approach here at KC Auto Solutions. During the estimate creation phase, we go through the order of importance.
The last 100% of The 300% Rule is to present everything on the Estimate to you, the Customer. So you can be fully informed, decide for yourself the highest priority, and make intelligent decisions on how to make your car last longer. During this phase, we have customers who have been coming back for months to get their work done because they are just waiting until it makes sense financially. Why?
“I want my customers to be fully informed at all times,” stated Josh Morgan. “Nothing breaks down a relationship more than having them pay $700 and then come back to find out they have to pay another $700. It might have cost us jobs, but we want them to be able to make an informed decision! We don’t pressure people into buying anything. Instead, we tell them what’s wrong with the car and inform them so they can make those decisions.”
Examples Of Relationships Before Transactions
To provide a positive customer service experience, KC Auto Solutions offers extra benefits that have delighted our customers.
Pick Up / Drop Off service for major repairs. Even if you live outside of Independence, we’ll be happy to bring your vehicle in for repairs and deliver it to you when it’s all done. But be warned: we only offer this service for big projects that may take several days.
Financing is available with Synchrony. The application process is simple, and financing allows you to get the urgent repairs done sooner than later.
All pre-purchase vehicle inspections help our customers inspect used cars before buying them. The DVI system shows everything we can see that’s wrong with the used vehicle. This gives the buyer a chance to walk away from a lemon or negotiate a lower sales price if extensive repairs are needed.
With our family-owned auto repair team, you can be confident that your vehicle is in good hands.
Do you value the relationship you have with your vehicle?
Let us help you service and repair your car so it’ll last a long time!Schedule your appointment today with the auto mechanics of KC Auto Solutions in Independence.
Our goal is to restore, maintain, and protect your vehicle with excellence in auto repair. We are located at 1223 West Truman Road, Independence, MO, 64050, open Monday through Friday, 8:00 AM to 5:00 PM. There is really nothing in a car that we aren’t comfortable working on!