Best Auto Service & Tire Center Earns Hardcore Customer Loyalty
Nestled in the iconic Pocono mountain range of eastern Pennsylvania, Best Auto Service & Tire Center stands out as a bastion of outstanding service and unwavering customer loyalty. Owners Lisa and Tom Sforia opened the shop doors in 2007 and have earned the trust of vehicle owners throughout the region.
Previously a senior master technician for Subaru, Tom is also certified as an ASE Master Tech. His employees are also ASE certified, and receive ongoing training updates via three training modules each month from ACDelco, with additional training four times per year through a local community college program. “We’re very big on training,” notes Tom. “We’re also affiliated with the Automotive Training Institute (ATI). We view the need for constant training updates as an absolute necessity in order to provide our customers with superior service and to remain competitive.”
The shop features a total of 4,000 square feet, housing eight bays. The facility is sectioned with the main bay area featuring a 12-foot ceiling and the heavy-duty truck department with a 17-foot ceiling. Included in a total of eight lifts, the shop was recently outfitted with a 16,000-lb. lift, enabling Best to service heavy-duty trucks, a market segment that Tom had long wanted to add with an eye to the growth of the business.
General repair or brand specialization?
Tom notes that the shop services all makes and models, but tends to specialize in servicing the Subaru brand, a natural result from Tom’s 10 years of experience as a senior Subaru technician and a healthy population of the brand in his region. He mentioned that offering specialization in a brand sets the shop apart from competitors.
Tom notes that his shop “strives for honesty, integrity and the highest level of quality service on a daily basis. That philosophy simply stands the test of time. Building customer loyalty isn’t difficult when you steadfastly work to treat people properly.” He states that his team of technicians makes a point to communicate with and educate their customers so that they have a better understanding of the work necessary to execute the repair.
When asked about parts buying decision influences, Tom was adamant about the issue of quality. “Quality is the number one priority when it comes to selecting our parts, along with availability and timely delivery and brand name recognition. The price factor is important, but it’s less of a decision-maker as compared to quality. A maker’s promotion that’s focused on racing does not influence our parts buying decisions.”
Tom notes that about 70% of their parts purchases are from ACDelco, about 10% from dealers and the rest from Advanced/Carquest and APW Parts Warehouse.
How Auto Service Professional benefits your business
When asked about the benefits of receiving the magazine, Tom notes that, “I very much enjoy reading the magazine because I get to see the approach that other shops around the country take, enabling a shop owner to glean good ideas from other shops and implement them. There are so many good articles, ranging from different products, TSBs and insightful technical articles. The magazine offers a wealth of knowledge that any shop can find useful and beneficial. We look forward to each issue.” ■
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