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When Customer

Service Comes First

by Brian K. Wright

I had the honor of interviewing Steve Rozansky, owner of Friendly Auto Center. We talked about the
challenges of opening an auto repair shop, his philosophy of customer service, and his podcast, Drive Friendly.

Brian: Welcome, Steve! Tell us Steve: I dabbled with it in the very few out here that are actually
about your background. early 80’s. I went into a shop with a mechanic-turned-owner, and I
a buddy, but financially, it didn’t can still do it. I’m still ASE certified.
Steve: I started in this business at work out because we were young My first boss taught me a
16-years-old pumping gas in Long and didn’t know much about philosophy, “Be honest, make
Island. And I knew I wanted to be business. a living, don’t rip people off.” I
a mechanic back then. So, I took believe in everything we sell, so
auto mechanics in high school I was still turning wrenches when we give a lifetime warranty. You
before dropping out in 12th grade. I met my wife, Felicia, and we only pay once for repairs, and if
But when I was pumping gas, he decided it was time for me to there’s a problem with the job,
would let me work on cars on the open up a shop. So, we acquired we’ll do the right thing. And that’s
weekends and it was great. I had the funds and opened up my first what I brought to Arizona.
a great boss, and I owe everything three bay shop in Baldwin, New
to him because he gave me a York in 1992. And we were an Brian: What was your biggest
shot. We were a welfare family, so instant success. challenge getting your auto shop
getting a job was a big deal at 17. started?
The owners before us had a bad
I dropped out of school and went to reputation. The thing that the Steve: Being in New York for my
work for him. It was a little two bay customers liked about it is that I first 51 years, I knew everybody.
shop in Long Island. I had no formal was the owner and a mechanic. I Coming out here and opening a
education whatsoever, so I’m self- knew everything about cars. A lot of business cold, I didn’t have one
taught and was ASE certified by shops even today, especially here single customer or even suppliers.
the time I was 23-years-old. I did in Arizona, are owned by people When we first opened, I needed
it on my own. who have three or four shops but about a month to set it up, and
came from other industries and put in new floors and signs. And
Brian: Did you ever envision that know nothing about cars. I had guys say, “You’ll never make
you would open your own auto it here, you’re not from here.” Lots
shop? Where I come from, mechanics of people wouldn’t even give me
became owners. I’m one of the lines of credit.

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