Customer satisfaction drives Armstead Automotive’s success
Just ask any customer why Armstead Automotive has remained in business so long and they’ll tell you – it’s all about customer service.
This year, Armstead Automotive, 15310 Fish Lake Rd., will celebrate 25 years in business.
The business began in 1986 when John Armstead came home from work with a great idea.
“John worked with Ron Dalton down at the Holly Hill Shell, and Ron was making some plans,” John’s wife and business partner Belinda said. “John just came home and said, ‘Let’s open up our own business,’ and at the time, Winglemire’s had their little garage, and we were able to get started there.”
Describing him as “a gifted mechanic,” Belinda said her husband has always been able to trace down even the smallest of mechanical or electrical problems in any vehicle.
“He’s able to get down to the root-cause of the problem,” Belinda said. “And for that matter, every mechanic that works for us is able to do the same thing.”
John’s mechanical aptitude and customer-oriented approached worked, allowing the business to flourish over the next 6 years until Larry Newman walked into the Armstead’s lives.
“He approached John because he knew we needed a bigger building,” Belinda said. Newman owned the Fish Lake building now occupied by Armstead Automotive and made the deal with John on a handshake.
“Larry was an amazing man,” Belinda said. “He believed in us and what we were doing, and helped make it happen.”
In addition to four service bays, Belinda said she and John could finally offer their customers something much more – a waiting room.
“That was huge,” Belinda said. “In the beginning it was smaller than it is now, but it was a waiting room just the same.”
With a growing customer base, the Armsteads took yet another leap of faith in 2004, adding another four bays onto the existing building – one of which is equipped to handle industrial vehicles. The addition includes upstairs office space and a parts room.
But what sets Armstead Automotive apart from the rest comes in the staff of highly qualified mechanics and Armstead’s commitment to educating the customer.
“We have three fulltime ASE master certified techs,” Belinda said. “When one of our mechanics is checking out a vehicle, the customer can rest assured that our mechanic truly knows what to look for – safety is number one.”
Belinda said all Armstead Automotive mechanics stay current with their certifications and are on top of the ever-changing technology of the automotive industry.
“Things are constantly changing,” Belinda said. “Our mechanics attend classes, stay current with their certifications, and are able to tackle just about any mechanical problem that comes our way.”
Greeted by an Armstead service advisor, customers have a chance to be heard.
“Our customers come first,” Belinda said. “When you first come in, we have a service advisor up front and their job is to listen to whatever customers have to say – they focus on your like you’re their mother or their brother.”
After the mechanic determines the extent of the problem, Belinda says the customer is informed.
“We put things in terms that everybody understands,” she said. “We want the customer to understand what’s going on with their vehicle so that they can make a better-informed decision on how to best address the problem.”
In 2010, Armstead Automotive became a AAA approved facility. Part of the approval came from talking to customers.
“They had to randomly interview 200 of our customers, and we came out with a 96 percent approval rating,” Belinda said. “We’re one of the only AAA approved automotive repair shops in the area.”
Armstead Automotive rounds off its services with a 24/7 towing service, where once again, it’s all about the customer. “We try to get out to the customer as quickly as we can,” Belinda said. “We’re large enough that we can handle everything, but small enough so that we’re able to treat you like you’re number one.”
Armstead Automotive is open Monday through Friday, 8 a.m. – 5:30 p.m. and can be reached at (248) 634-0399 or online at www.armsteadautomotive.com.
This year, Armstead Automotive, 15310 Fish Lake Rd., will celebrate 25 years in business.
The business began in 1986 when John Armstead came home from work with a great idea.
“John worked with Ron Dalton down at the Holly Hill Shell, and Ron was making some plans,” John’s wife and business partner Belinda said. “John just came home and said, ‘Let’s open up our own business,’ and at the time, Winglemire’s had their little garage, and we were able to get started there.”Describing him as “a gifted mechanic,” Belinda said her husband has always been able to trace down even the smallest of mechanical or electrical problems in any vehicle.
“He’s able to get down to the root-cause of the problem,” Belinda said. “And for that matter, every mechanic that works for us is able to do the same thing.”
John’s mechanical aptitude and customer-oriented approached worked, allowing the business to flourish over the next 6 years until Larry Newman walked into the Armstead’s lives.
“He approached John because he knew we needed a bigger building,” Belinda said. Newman owned the Fish Lake building now occupied by Armstead Automotive and made the deal with John on a handshake.
“Larry was an amazing man,” Belinda said. “He believed in us and what we were doing, and helped make it happen.”
In addition to four service bays, Belinda said she and John could finally offer their customers something much more – a waiting room.“That was huge,” Belinda said. “In the beginning it was smaller than it is now, but it was a waiting room just the same.”
With a growing customer base, the Armsteads took yet another leap of faith in 2004, adding another four bays onto the existing building – one of which is equipped to handle industrial vehicles. The addition includes upstairs office space and a parts room.
But what sets Armstead Automotive apart from the rest comes in the staff of highly qualified mechanics and Armstead’s commitment to educating the customer.
“We have three fulltime ASE master certified techs,” Belinda said. “When one of our mechanics is checking out a vehicle, the customer can rest assured that our mechanic truly knows what to look for – safety is number one.”
Belinda said all Armstead Automotive mechanics stay current with their certifications and are on top of the ever-changing technology of the automotive industry.
“Things are constantly changing,” Belinda said. “Our mechanics attend classes, stay current with their certifications, and are able to tackle just about any mechanical problem that comes our way.”
Greeted by an Armstead service advisor, customers have a chance to be heard.
“Our customers come first,” Belinda said. “When you first come in, we have a service advisor up front and their job is to listen to whatever customers have to say – they focus on your like you’re their mother or their brother.”
After the mechanic determines the extent of the problem, Belinda says the customer is informed.
“We put things in terms that everybody understands,” she said. “We want the customer to understand what’s going on with their vehicle so that they can make a better-informed decision on how to best address the problem.”
In 2010, Armstead Automotive became a AAA approved facility. Part of the approval came from talking to customers.
“They had to randomly interview 200 of our customers, and we came out with a 96 percent approval rating,” Belinda said. “We’re one of the only AAA approved automotive repair shops in the area.”
Armstead Automotive rounds off its services with a 24/7 towing service, where once again, it’s all about the customer. “We try to get out to the customer as quickly as we can,” Belinda said. “We’re large enough that we can handle everything, but small enough so that we’re able to treat you like you’re number one.”
Armstead Automotive is open Monday through Friday, 8 a.m. – 5:30 p.m. and can be reached at (248) 634-0399 or online at www.armsteadautomotive.com.
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