In 2002, Hayes said the couple became business partners when they purchased a longtime tire store and repair shop at 190 S. Main that was once a retread facility and the original home to a Jim Paris tire store in 1953.

"Customer service is a staple for any business to succeed," Hayes said, adding that the majority of the shop's work is general repair but includes tire sales.  "A lot of people can do auto repair, but if you can't do it different or a little better, you're just like everybody else.  You have to do something to set yourself apart."

If it weren't for Elmore's commitment to investing in his employees through industry training, Hayes admitted that he wouldn't be where he is today.

"He helped me realize customer service is the name of the game," he said of his former employer.  "Don't tell people what you can't do but what you can do.  I'm in two businesses -- auto repair and the 'people pleaser' business.  Integrity is huge."

Although Hayes credits much of his success to his mentor, Elmore, he said he's constantly trying to improve himself and the business by participating in a Bowling Green, Ky.-based 20 group, Gary Gunn's Automotive Service Leaders (ASL), and reading many of Ken Blanchard's business books.

"It is making me a better owner," Hayes said of the 20 group.  After a year's time, he is already seeing improvement in the business, he said, adding that he now is more aware of how his shop ranks with national key benchmarks such as gross profit and net profit.

Each quarter, he said he travels across the country to share ideas and tour owners' shops, and then later implements concepts in his own shop and monitoring the results.

When Hayes and his wife purchased the business in 2002, he said monthly gross sales were $35,000; today, monthly sales are approximately $130,000.  To keep pace, he said he needs an average of 15 repair orders (ROs) a day at an average price of $371 per RO.

The net proceeds have allowed the couple to reinvest in the business, making it stronger, Hayes said.

"It lets us put money back into the business," he said, pointing to an interior paint job being performed at the time of the interview.  "I love having my own business, but I love helping people make a living."

Hayes said he's able to work on the business because of the capable people who oversee daily operations, including Sherri Hayes, who takes care of the shop's finances, and Travis Paswaters, shop manager.

"Travis is the face of Hayes Automotive," Hayes said, adding that he hired him out of high school 3 1/2 years ago.  That was a big change from the first three years of ownership, Hayes said, when he worked the counter.  "People now know Travis, not me."

Since most of the heavy lifting with the customers is performed by Paswaters, Hayes said he makes it a point to exchange pleasantries with customers and do little things such as placing a few packs of chewing gum in each vehicle, sending thank-you cards, and occasionally giving away carwashes.  Those little acts don't cost much money but go a long way in making a positive impression, he said.

Part of that impression includes professionally dressed employees, Hayes said, adding that he pays for uniforms for his five technicians.  The shop uses Service Uniform Rental (SUR), he said.  "I pay it--they don't share in that cost," he said.  "It's an important part of morale building.  It's all about image.

"Our industry already has a bad reputation," he said, which is why he wants to portray a professional image.  "And the only place I can fix it is at 190 S. Main."

Taking care of customers' vehicle needs, from start to finish, is the mantra of the shop, which is why the crew does everything from alignments to tire sales, Hayes said.

"I don't want to give the customer a reason to go anywhere else," he said.  Although tires only account for 15 percent of sales, it enables techs to get the wheel off and perform free 27-point inspections, with customers' permission, he said.

"Tire sales get the cars here," Hayes said.  "Selling tires is just another avenue for traffic to pull in your lot."  The shop's history as a tire store in Longmont still translates into customers today, he said.

The shop is a Goodyear Gemini store, an easily recognizable tire brand, he said, adding that he also sells Toyo, Firestone, Bridgestone, and Maxxis.

In purchasing tires, Hayes said the proliferation of sizes has forced him to buy from wholesalers such as Panther Tire and Best West Tire, mostly on an as-needed basis.

Competition from a nearby Big O Tire store dictates that he buy the tires at a good price and sell them at modest markups, he said.  "Panther's inventory is always good," he said, adding that it is his main supplier for Toyo.  "They have made it easy to sell tires."

Before installing new tires, "We ask customers permission to do a 27-point inspection," Hayes said.  "We do this so we can advise them what their car's needs are."  That lets customers know that they have repair options, what future needs are, and it gives them time to save for their next service or repair, he said.

Those services include alignments, performed on the shop's Hunter DSP 600 by ASE L1 Master Technician Scott Ellwanger.  Most of the shop's alignment shims, sleeves, and kits are purchased through Case or CARQUEST, Ellwanger said, adding that he prefers to use Ingalls and Specialty Products brands because of their comprehensive vehicle coverage.