The WIX Driving Performance Award, entering its second year, recognizes game-changers in automotive service. This year’s winning shop, Repair One Automotive, The Woodlands, TX, is recognized for truly revolutionizing the customers’ vehicle repair experience — from start to finish. Owners Brent and Brenda O’Neal received an all-expenses-paid trip to Las Vegas to attend the AAPEX Show, as well as attended the WIX Filters and Babcox Media Night of Excellence recognition dinner on Monday evening of show week.
As a full-service repair facility, Repair One Automotive handles repairs on all makes and models, boasting 10 bays and 6,300 sq.-ft. of space. The shop employs two ASE Master-certified technicians, one of whom is also L1 certified. Three general service technicians also perform maintenance procedures and light-duty mechanical repairs.
Since opening their shop in January 2003, the O’Neals have made every effort to build not only a team atmosphere, but also a positive environment where “employees know their ideas are both listened to and valued.”
We want everyone to feel they have a voice, and if they present a good idea, we will implement it,” Brenda says. “Most recently, one of our general service technicians suggested a better way to easily determine which cars in the parking lot are finished by backing them in. This is just a simple change, but an example of how our employees feel that their ideas are valued. We are all part of a team with the same end goals in mind.”
The O’Neals realize that engaged, empowered employees are instrumental in not only keeping productivity high, but also in boosting customer satisfaction.
“We keep everyone in the shop aware of our monthly goals,” Brenda says. “That way, it is a team effort, and they are rewarded through our group outings. Offering competitive pay alone is not enough to keep productivity up. We feel that employees are more productive when they are part of the overall success of the shop and feel valued for their contributions.”
Also important to remaining productive and profitable is up-to-date training for the entire staff, something that Brenda says they are placing even more emphasis on with the rate at which the world of automotive repair is constantly evolving. Brenda also noted that a streamlined workflow helps create the best possible customer service experience.
When asked to pinpoint which aspects of shop ownership are most important to longevity and success, the O’Neals are quick to point to honesty and integrity, as well as “going the extra mile and beyond in customer service.” With all of these positive attributes combined, Repair One Automotive is poised to remain a profitable shop well into the future.
