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Six Steps to Creating

A Highly Successful

Business

by Steve Rozansky

42 years!

That’s right I have been working in the Automotive Industry for 42 years this August! I’ve owned three shops,
the one in Mesa being the largest and most successful.

We have won Triple AAA’s BEST SHOP IN ARIZONA the past two years in a row, been nominated as a finalist
for the BBB Torch of Ethics Awards two years in a row, just got voted as CARFAX’S #1 Shop in Arizona, and
we are the largest independently owned repair shop in the East Valley.

I am very, very proud of these It’s okay. The customer/client you do great work and off er a great
accomplishments, but they didn’t want is the one that will respect you guarantee for your work.
come easily. They came by hard for telling a hard truth, especially

dedication and a belief in six when it comes with an honest At Friendly Auto Centers, we

principles. explanation and a solution they off er a LIFETIME GUARANTEE

can understand. No one wants to ON PARTS AN DLABOR. You
I have never strayed from them, hear they need an engine job or only pay once. This is the best
and they have served me well and that their transmission needs to be guarantee I can off er, and when
helped me build my business, and replaced, but it’s bett er to tell them a customer compares that with
I would like to share them with the truth then have them towed in 24 months/24000 miles (for

you: off the highway when they were example), I’m sure they are hoping
driving with their family! to live longer than that, and we
1. Be Honest will be there to back up our work
2. Offer An Outstanding Guarantee for a LIFETIME!

This is probably going to be the
toughest one for most people, not People want to feel confi dent in 3. Work with the best people
because people lie, but because their choices and the belief that
the truth can be unpleasant. It you will stand behind your work Whether you’re are hiring
can be uncomfortable to tell no matt er what. That’s the best employees or using outside
someone a higher price then they guarantee you can off er. How can contractors for specifi c jobs, make

anticipated, a longer waiting time, you expect a customer to believe sure you are working with people

or even in some cases that their in you and your company if you who have the same hard work
wants cannot be reasonably met. don’t? No hedging bets here, ethic you do!

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