Lynnwood, Wash.-Almost 28 years ago, Jeff Gietzen said, he started Jeff's Auto Repair in a one-car garage--actually a loading ramp at a former fuel depot--and ran the operation himself. Today, Gietzen has seven operations that span from his corporate headquarters and shop in Lynnwood to two shops in Renton, he said. Included are five repair facilities, a 76 gas
Station with a C-store, and an auto salon.

Gietzen said his first shop had two locations before he purchased the property on Highway 99 in 1985 where his 10,000-square-foot facility is located (he rents out another one-third of the building to a collision repair firm).

In 1995, he said his second location in Seattle's Sandpoint neighborhood was added, then Gary's Automotive in Renton became the third store in 1997, followed by another Renton shop, Jeff's Auto Repair. In 2003 Gietzen purchased a 76 service station in Sandpoint that had ceased its repair services (it now operates as a service station/C-store with a separately run repair shop called Windermere Auto Service), he said.

Finally, three years ago, Seattle Auto Salon was opened to offer detailing services, Gietzen said.

So how do you get from a one-man operation to one that employs 35 people, offers a fleet service (managed by Gietzen's wife, Jenny, and has an office/accounting staff of four)? Geitzen, a technician who graduated from Arizona's Automotive Technical Institute and began his business at age 20, has several thoughts on that transition.

In the early 1980s, Gietzen said he joined the Coyote Group, the first Bottom Line Impact Group (BLIG) operated by Bob O'Connor, someone he knew well as a management trainer. "It changed how I did business and how I ran my business profitably," he said. As shops were added, various shop managers were involved in three groups with four shops.

Applying BLIG philosophies and providing solid customer service practices that include extensive communication with each retail client, Gietzen said, were also important factors, as well as securing top employees who would be part of his team.

"Chuck (Charles Adams, director of technical operations) has been invaluable in his 22 years with us," he said. "He is an ASE Master Technician and understands needs of the technicians and how the shops should function to provide top customer service."

During Part & People's recent visit with Gietzen and Adams at the Lynnwood store, it was apparent that the two, working together since 1986, are driven with optimum customer service in mind but also a strong desire to make shop operations work well with well-trained personnel.

"We have long-term managers, and we've got to have the best people (on staff)," Gietzen said. He added that the firm also has to pay employees well, offer a good benefits package, provide training, and give them opportunities to advance.

"We've built a profitable model, retain good techs, and have little turnover with employees, many of whom have been with us for 12 to 15 years or more," Gietzen said.

"All of our 13 techs are ASE and emissions certified, with nine of them being ASE Master Technicians," Adams said. "Training is critical to us in all phases of the business," he said, adding that Jeff's uses a variety of sources for training.

"We use ATI for management training and of course use much of the Bottom Line management systems, and on the technical side, we use NAPA, CARQUEST (CTI training), ACDelco, Worldpac, Autonerdz, and other sources for ongoing training," Adams said.

With 16 bays and four technicians, the Lynnwood shop handles about 225 vehicles a month, Adams said. "Our customers' cars are in better condition and have a higher preventive maintenance factor," he said. "While we offer bumper-to-bumper service, preventive maintenance is a key part of our service. We pride ourselves on being problem solvers; it's our niche."

About 60 percent of Jeff's business is underhood service, Gietzen and Adams said, ranging from diagnostics to engine work.

But the 40 percent undercar work is both important and profitable service, they said. "We do a lot of brake and suspension work at our shops," Gietzen said.

Adams added that the firm also handles a great deal of shock and strut work, as well as providing exhaust services. "Drive axles are a big part of our business as well and, like a lot of undercar work, are big-ticket items," he said, adding that Jeff's also provides some tire work, as well as alignment services.

Adams said the firm offers two levels of inspection and that 80 percent of incoming vehicles receive a full inspection, including all elements of undercar inspection. "And we have plenty of training in undercar systems, so we're prepared to handle those repairs," he said.

Jeff's has been with the AAA Approved Auto Repair program for many years, Gietzen said, adding that his outlets have been named AAA Top Shops regularly. "It's been a good program for us and brings us business," he said.

"We have high CSI ratings, much due to our service managers and service advisers' customer communication skills," he said.

"We out-communicate our customers so they know everything about their service and repairs and are totally satisfied."

"We're doing such a good job that I just don't receive many customer problem calls anymore," Adams said.

"And if for some reason we don't communicate well with a customer, we take care of the problem immediately," Gietzen said.

In addition to the BLIG, Gietzen said he gained a lot of data and networking through his involvement with the Automotive Service Association of Washington (ASA-WA). "I joined the Snohomish (County) unit in 1983 and served as president three or four times. I've also attended state retreats, and we are members of units where we have shops."

Gietzen said his shops have also supported environmentally friendly practices for many years and have been involved with the EnviroStars and WIN Network pollution prevention program. The Lynnwood store has a 5-Star (highest) rating with the EnviroStars for its hazardous-waste management systems.

Looking ahead, Gietzen said that perhaps another one or two locations may be in the works. "We've got good standardization in our stores, so expansion can be well structured."

He also said that more fleet service work will expand all of the shops' business. "Jenny is our fleet concierge, and we have a full-time outside salesperson. We have put together a dynamic program designed by our staff to service light- and medium-duty vehicles." 

 
Adams said technicians will need more and more high-impact training over the next two to five years. "Training is key to success, and we need to keep abreast of technology so we can provide top-tier diagnostics and full-service repair work, including undercar services," he said.

Expansion of hybrid and diesel engine equipped vehicles will be part of the future, he said, as well as tire service, brake system, and other undercar services.