The formula for success in the automotive repair industry is no different than in any other business, Hipp said.  "I've owned and operated nine different businesses in my life, and the basic concept is always the same regardless of what you're doing," he said.  "You can never stay stagnant.  You have to watch the market trends and react quickly.  If you don't adapt, you'll die."

Hipp, who noted that he worked on hot rods in high school but wasn't a technician when he started his shop, said he believes that not being a tech was an advantage.

"I think that was the saving grace for me.  I didn't come into this with that tech mentality.  Techs are good at fixing cars but not always quite as skilled at running a shop in many cases.  Nine out of 10 guys who have worked here for me as techs were former shop owners.  Running your own shop is not easy, and it's not for everybody."

To make sure he was adequately prepared to run his new shop, Hipp said he began taking management courses from day one, learning as much as he could about customer service techniques, marketing strategies, and telephone skills. 

Standard operates out of a 6,000-square-foot facility with seven lifts and 10 bays.  The shop employs six people, Hipp said -- an ASE-certified Master Technician, two line technicians, one assistant service writer, one maintenance man, and one office assistant.

The shop's workload is split evenly between fleet maintenance and repair and walk-in retail customers, Hipp said.

"Fleet work has become a big part of our business," he said.  "We have several large accounts, like the U.S. Post Office, which bring us a lot of work. 

Standard uses Advanced Business Enhancement (ABE) software, which allows Hipp to run every aspect of his shop from his desktop, he said. 

"ABE is a great shop management program.  It helps us generate sales reports, monitor each tech's productivity, and implement a seamless work flow.  The time-clock feature tells me exactly where each technician is on a particular repair job."

Ernie Le Blanc, a former shop owner in the Sacramento area who created the ABE program, brought in an efficiency consultant for one month several years ago to help show him how to run his shop better, Hipp said.

"The efficiency expert came in here and beat me to a pulp," he said.  "I was fighting him until I finally realized that he was trying to steer me in the right direction.  It was tough to change my ways, but in the end it was well worth it."

Management Success, a nationwide automotive shop management training and consulting company, played a big role in Standard moving on to the next level of profitability, Hipp said.   

 
"Through Management Success, I've learned how to run this shop at a high rate of efficiency," he said.  "Everyone here is always taking training classes -- it's a never-ending process."

Hipp said he requires all of his technicians to take classes through the CARQUEST Technical Institute.

"CARQUEST hosts two night classes every other month, and all out techs attend them," he said.  "They learn about things like hybrids, EVAP, multiplex computer wiring, and diesel fuel injection.  We pay them more for going to these classes.  This industry is changing so rapidly that if they don't stay up with it, they'll fall further and further behind." 

Hipp said customer satisfaction hinges on two main things -- communication and follow-up.

"We always make sure that no one leaves here unhappy," he said.  "We follow up with every customer after a job is completed to make sure they've been taken care of properly.  If you can create a feeling of trust, you'll have a good customer for life." 

 
Hipp continually stresses accountability and keeping accurate records to his employees, he said.

"You can't fly by the seat of your pants and do jobs verbally or by memory because things will fall through the cracks," he said.  "I always tell my people that nothing gets done without a piece of paper attached to it." 

Hipp said he is hopeful about the future as his shop gets better at fixing cars and helping customers.   He said he wants to eventually be able to spend more time with his wife and four kids and pursue some of his interests, such as rock climbing.

"It's actually getting easier to run this shop because we're getting better at it as a team," he said.  "Times are a little tough right now economically, but as we grow, we're able to get good people to help us.  My goal is to get this place to run the way I want it to without me being around all the time."