Customer Service Online Update

We have implemented a new system at our place of business Lonestar Auto Repair. We are now sending text message updates to our customers as part of our customer experience. This is a tool we developed in house because the market didn't have what we were looking for. At first we were just going  to keep the tool exclusive to our business, but I was convinced that we should put it out on the market and see if other shops would be interested in using it. We decided it would be worth it in the long run. We are convinced that eventually every business and auto shop will offer something similar so why not be the ones who deliver it. Now that is customer service! One of my other brothers, Mark, and I have now created a company called Software Status Solutions LLC to sell the software to other auto shops. So far we have a couple of early adopters that we have partnered with in a trial phase, and we are anxiously awaiting the results of that.

The one thing that I do know is our customers at Lonestar Auto Repair have been very appreciative of this new way of notification. The like to know what is happening to their car and when it is happening. They can now plan their day better, and not feel like they dropped their vehicle into the big dark vortex that is auto repair. We had one customer text us back on the system we developed and said "Nice, love the customer service, hardly exist in ur industry", now that is what I am talking about (or texting about)!

I know we are not always perfect, but we will continue to try and improve not only our customer service, but the quality of work that we present. As with any service industry you can only do your best, continue to do your best and pray for the best.

Mark Cubans Book... I read a lot...

I just recently read Mark Cubans winning at business book, and although short it had some good things in it. I read a lot, or at least try to. I typically am trying to read about 4 books at any given time. Some I start and don't finish, most I finish within a month or so, and every once in a while I read one in a few days. His was short enough and intersting enough that it only took a few days. One of the things I really liked was he stated how books have the answers people are looking for, but people choose not to read books and would rather just not find the answer. PROFOUND and so true. We do it all the time, we accept what is because that is the way it always is, instead of searching out why it is that way... I drive the boys at the shop crazy with my constant list of ideas. Some they like some they don't, and usually all these ideas are driven from some book I read.

Another thing he said was that it only takes one succesful idea in business to make it. Sure that is obvious, but you may have to fail at 101 before finding the right one. If you would have asked me about owning an auto repair shop 3 years ago I would have laughed, but I believe now it is one of the best things I have ever done to this date. I have been in software my whole life (and music), but maybe this is the out of the box experience I needed. You never know what that one idea is, only that you have to pursue them all (or most) to find it. I am glad I am on this idea... it feels good.

Books are great! If you look to read I highly recommend his book. You can't buy a print version of it, but you can download it on most of your tablet devices. Enjoy, and if  you happen to see me in the shop, tell me what you thought of it.

1 YEAR ALREADY

This April will makr our 1 year anniversary! Wow 1 year has already passed us by, and did it ever go quick. This time last year we were still in negotations, and we were coming down to the wire about whether or not we would even be able to take over the shop. All I can say is I am glad it was in the Lord's plan, because I couldn't be more proud of my brother Patrick and the guys who run the shop, Colin, Scott, Jorge, Cliff and Trevor.

Our goal was give our employees the chance to be great, and then do honest work, and then hope that people would recognize what that meant. And how they should be treated like a valued individual. And our formula, if you even want to call it that is working. I guess you could call it the Golden Rule... funny it seems to work...

Thanks to everyone for helping make this a great year!

Potty Training

What does potty training have to do with running a auto shop, nothing. I am just proud of my oldest daughter and wanted to brag on her and my wife. My wife said she was going to potty train our 2 1/2 year old and here we are on the verge of a major break through! My daughter, Kylie, has now gone for several days in her big girl pants without any accidents, and I couldn't be more proud. The things we take for granted... I get about one phone call a day from my wife and daughter telling me of her adventures on the toilet. Kylie BEAMS with excitement through the phone, and after I tell her how proud I am of her she says "Mommy and Daddy are proud of me, thank you very much!"

The lord blessed me with 2 daughters that I know eventually will break my heart, but for now I will enjoy every minute of the love they give me! They say parenting changes you, and I say no it doesn't, it just changes the way you look at things.

Our NEWEST NEW Member

Well things didn't work out with Phillip, and that's ok. None of us know what the future holds, so it is best in my opinion to find out, and we found out it wasn't a match between us.

Now we have hired Cliff! And all I can say is we are EXTREMELY happy with him. Not only does he have a great personality he is a nice guy, and he works well with others. And that is important to us. Cliff comes to us from a long career in mortgages, and he was looking for a change and a place where he can make an impact... well he decided we were it!

Cliff will be working on Saturday's and helping out during the week. Don't worry you will still see me around the shop on Saturday's but I will be doing things like cleaning, remodeling and fixing stuff. Everyone at the shop calls it my project work, and they say I am much happier doing it.

A new person in our midst

We have recently hired a new person, his name is Philip, and we have high hopes for him (as we have high hopes for anyone that works for us). On the positive side we didn't advertise for this job and we had 4 GREAT candidates. On the negative side we had 4 GREAT candidates, and it was VERY hard to choose. I know that hiring and firing are 2 of the hardest things you do when you own a business, so it isn't like I don't expect the anxiety that comes with it. We are blessed up here to have a chance to change the auto repair world as we know it, and we are doing that one customer at a time, but that also means that every person we hire totally understands that. Most people are usually burnt out with their crappy careers and crappy bosses... trust me I have had plenty... And one of Patrick's and my main focus is to treat everyone we hire as more of a partner then an employee. That is why we offer ownership, so the people that work with us can help steer our destiny.

My Little Buddy

Earlier this week my little buddy passed away. His name was Louie and he was my dog for 12 years. My wife and I got him right after purchasing our first house. I told her that every home needs a good protector, and although he was only 5 pounds he barked like he was at least 10 :)

It has been a tough week for the wife and I. Luckily for us our 2 little girls are 2 little to know he is gone. The older 2 1/2 year old, Kylie, did ask where he was and I tried to explain that he went to go live with Jesus now, and we won't see him anymore. But I don't think she really got what I was saying, probably better that way.

It is funny that you really don't know how much the family pet is part of the family until you loose them. I guess it is that whole "don't know what you got till its gone."

Louie you will be missed!