Thirteen can be a tricky age, that initial transition from childhood to adulthood. Most of us stumble through these years in a dream state, but it was at this tender age that Lee Weatherby confidently launched his career.
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“Our (company’s) culture is to build strong lasting relationships with each customer,” says Weatherby, who with his wife Kelli established their repair shop in the Mesa, Ariz., market, arguably the largest bedroom community in the nation. “We listen and understand, ask all pertinent questions, both on the phone and in person. We explain our expectations to our customers and ask for theirs – to make sure we know how to meet or exceed their desire.” Enter our 2012 Top Shops contest here.
Having recently celebrated two decades in business, Accurate Automotive is built atop a solid service foundation, with Weatherby developing programs from his own experience working for local dealers, honing his craft first as a technician, then as an owner of an independent NAPA AutoCare center. Projecting a laid-back style personified by an easy smile, Weatherby carefully built his shop’s reputation around monthly individual goals, shop organization, cleanliness, workflow and attitude.
One standard policy is to conduct a free, yet thorough, 32-point courtesy inspection on every vehicle that enters the shop, generating a written report. As Weatherby outlines in one of the tutorial videos he has posted on the shop’s website, www.AccurateAutomotiveAZ.com, he breaks this diagnosis down into a priority scale. At the top, safety items like brakes and tires that need immediate attention. Next, “pocketbook items,” usually routine maintenance, which Weatherby wryly notes is sometimes called the “ignore” category, but will save the customer money in the long run.
Third are the so-called “creature comforts” like A/C and electric windows, which are a nuisance when broken but not a necessity. Finally there are items that rate nothing more than “keep an eye on.”
“My job is to make (the customer) aware of everything that is good or bad in the vehicle,” Weatherby concludes in the video. “Together we’ll work out a plan that will keep you safely on the road.”
He notes that all remaining service recommendations are followed up in a timely manner personally by phone, aided by NAPA Trax, DemandForce and MechanicNet. Should the customer decide on a repair, Accurate offers him or her more convenience through scheduled pickup and delivery as well as a courtesy shuttle and a free car wash once the vehicle work is complete.
After learning the linear logic required for auto repair, Weatherby’s desire to think outside the box led him to spend several years analyzing warranty audits for Honda during a stint in the Southern California region. Dedicated to making a difference in the industry when he went independent, Weatherby came up with the Platinum Rule -- Give People What They Want. Enter our 2012 Top Shops contest here.
“I have learned that the more effort you put in, the more you realize that each day is another opportunity to reach higher and improve,” he notes.
The shop requires each of their technicians — including Weatherby himself — to obtain 40 hours of specific automotive training each year. To help facilitate this, each month the Weatherbys provide opportunities and incentives through team building exercises such as “Learning Lunches,” where individual accomplishments are recognized, team cooperation is inspired by setting goals, and each team member is allowed to discuss their desires and achievements.
“We encourage ASE certifications and manufacturer training from multiple vendors," says Weatherby. “We have online training and certification available to our staff at their convenience, at home or office via NAPA AutoTech.”
In-house programs are augmented with outdoor play like company picnics, while customer appreciation events can include car shows, sporting events and personal gifts.
“We treat our employees like family, just as we treat our customers,” Westherby points out. It’s “outside-the-box” marketing campaigns like this that Weatherby calls his ‘wheel of fortune.’ “Our marketing efforts are specifically targeted to benefit our customers at the time of most need,” he explains. “We make use of every opportunity to touch our customers and ask for their business and referrals.”
Shop patrons always have something to look forward to, from T-shirt Adventure to mirror hangers, from car giveaways to Family Fleet, the latter a program Weatherby designed after suffering severe fleet losses in 2008.
“With conventional fleets evaporating and others on life support, we needed more cars,” he says. “The premise, ask our best customers to sign up a group of 10 of their friends, family or co-workers to receive preferential service and group discounts. This has been extremely successful.” Enter our 2012 Top Shops contest here.
Besides the usual equipment, the eight-bay, 8,500-square foot shop is outfitted with the latest gear, like two mobile on-car ProCut brake lathes, A/C identifiers, power steering, transmission and cooling system flush machines, and a variety of BG fuel supply and induction system cleaning tools, which include diesel applications. For diagnostics and troubleshooting, Accurate Automotive uses a SnapOn Verus wireless scanner, Auto Ingenuity software, ALLDATA repair database, NAPA OnDemand and Bosch J2534 Programmers.
Weatherby likes to stand behind the quality of his parts as well, utilizing predominantly NAPA upline parts. But dealer parts are frequently ordered when the need arises, as well as calling upon WORLDPAC, CarQuest, TriCity and Factory Motor Parts.
“I am a firm believer in treating my suppliers the way I would like to be treated,” Weatherby emphasizes, “Honestly, fairly and with dignity. I pay my parts bills each day and do not carry any balances with any suppliers. I do not argue with my customers or suppliers about warranty claims. I accept responsibility and I get it worked out.”
That blue awning still says it all: Friends...Serving Friends.
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