A body shop had occupied the space to the north of the auto service and lube facility, but it had remained empty for some time, Russell said. In 2002, the Russells  assumed the north space, an additional 2,000 square feet to the six-bay, 4,800-square-foot main building, he said.

 
"The added space allowed us to build an office and accounting area, as well as have another overhead door to access the main shop, and added service bays," Russell said. The Russells constructed a sharply designed office area with a large and comfortable office with both interior and exterior access to the main customer service counter and a conference area, he said.

Russell said that DME's focus is on servicing a wide variety of vehicles with diagnostic services. "While our customers don't know all about vehicle technology, we pride ourselves on being the best-trained shop in the area so we can properly diagnose and work on everything from electronic systems to HVAC, navigation systems to back-up cameras," he said.

"We keep our techs abreast of all the available classes and pay for all classes or clinics they attend, as well as compensating for transportation and meal costs," Russell said, adding that two techs recently attended a two-night hybrid-service course.

"We don't have as many classes available in Kitsap County as other areas in the state, so often we have to go elsewhere for training," he said, adding that ASE tests are paid for by the company and that compensation is tied to the number of ASE certifications each technician receives.

The firm has written and oral tests available for any prospective service or lube techs, as well as for service advisers, Russell said. "The tests help us determine the viability of candidates, and the techs handle the initial interviews before I meet with potential new employees," he said.

"Before any tech or service adviser is hired, they must sign off on ongoing training and must fully understand how vital it is to our success."

While DME is working with a more limited staff than in 2006, Russell said the shop's gross sales are up 23 percent for 2007.

"We're doing more with less and utilizing eight bays with the two full-time service techs," he said. "Diagnostics is huge for us, representing about 55-60 percent of our work. In order to continue our growth, we have to remain on top of equipment and technology that will help us provide high-quality service."

Russell said the shop uses a variety of diagnostic tools, including two Snap-on units, a Baum scan tool, and a PICO tool that is the favorite of Lead Technician Chris Russell, son of the owners. For information, he said the shop uses Alldata, Indentifix, iATN, as well as vehicle manufacturer sites. "To keep up with technology, it's important have both the tools and data to be successful."

Diagnostic work at DME includes engine, electrical and electronic systems, and ABS systems, Russell said. "Today, it's not brake noise people bring their vehicle in for; it's the ABS light that gets their attention," he said, adding that when he started the shop in 1992, about 10-15 percent of their work was diagnostic-oriented.

"It was a lot of nuts and bolts work," he said. "Today, we have to educate customers about long-term care of vehicles, routine maintenance, and the importance of quality diagnostic work."

Developing solid relationships with customers is paramount to the Russells. "We need to communicate clearly with the customers and make them aware of the complexities of today's vehicles," Russell said. Since last December, DME has run without a service adviser, so the Russells have assumed that role at the shop while they look for a qualified person to fill that position, he said.

"We've had zero problems at the customer service counter because we do communicate clearly with our customers and determine their needs," he said.  "While our car count is down due to long term road construction on the highway, our gross sales are up and our customers are very happy."

"We have solid team effort at the shop," Russell said. "We all work together to build those customer relationships."

Much of the customer base at DME comes from AAA members, and Russell said being an Approved Auto Repair (AAR) facility with AAA has been beneficial to the repair business. "We've been part of the AAA program for more than 15 years, and we are one of two AAR shops in Poulsbo."

On the environmental front, Russell said the shop has always been at the forefront of recycling and pollution prevention. "We are certified with Green Works in Kitsap County, and we recycle almost everything at the shop," he said. DME was also the first business in the county to be 5-Star certified by EnvironStars, the highest rating in the multicounty program that certifies business for preventing pollution and reducing hazardous waste.

Russell said he is active in the local Rotary Club and the Chamber of Commerce, but emphasized  his longtime involvement in the Automotive Service Association of Washington (ASA-WA) and the local Olympic Peninsula chapter of ASA-WA.

"My involvement with ASA has been the best thing for our business. We have taken advantage of training programs, networked with dozens of shops, attended state retreats and have developed very special relationships as a result," he said.

Russell said he has served on the local level as vice president and president of the chapter, and was the state Insurance Committee chairman for several years. He added that he is an Accredited Automotive Manager (AAM), a designation achieved through the Automotive Management Institute, an affiliate of ASA national.

As Russell views the future of his business and auto repair in general, he said the industry needs to attract new people. "We need quality technicians that can work on the ever-changing vehicle systems," he said, adding that it is important to work with local colleges that provide quality automotive training programs.

 
Looking towards the future, Russell said many shops may look seriously at specializing as technology expands and technicians want to work on just Japanese, European, or domestic vehicles.

Russell said there will be more hybrid and diesel service required in the near future and that specialized training on those vehicles is imperative. "Our staff has taken a lot of diesel training, and we're working on diesel now, and we'll see more each year," he said.

"Vehicle systems will, without a doubt, become more complex in the future, and we need to understand technology and how to repair vehicles," Russell said. More computer systems, drive-by-wire, additional GPS systems, and added electronics and accessory systems will be necessary for technicians to understand and repair, he said.

 
"As things get more specialized and complex, we may become like some doctor's offices and have to tell our customers that we are not accepting new client," said Darlene Russell, who handles accounting at the business, as well as assisting on the front counter.