Luckscheider Automotive Comparative Summary

Over his 15-year career in the automotive repair business, Bob Blanchette, owner of Luckscheider Automotive in San Jose, has realized the most important factor in excellent customer service is communication. “It’s not just being upfront and honest,” he says. “It means explaining to people what’s going on with their vehicle—what services or repairs are essential, what can be deferred and what’s optional. It’s important to talk with customers after the job is done, so we can find out how to do it better next time.”

When it comes to repairs, Mr. Blanchette believes in using quality parts, attention to detail and fair pricing. “We don’t have many customers return with problems with our work,” he says. “We use quality parts and are attentive, so we don’t make many mistakes.” When it comes to price, Luckscheider Automotive is competitive. “Since we use quality parts and work carefully, we’re not the lowest-priced shop out there, but we’re definitely not the most expensive shop, either. There’s a certain cost that goes with doing the job correctly, but that doesn’t mean we have to charge an extraordinary amount.”

Training is the other important factor in maintaining quality at Luckscheider Automotive. “Vehicles change so quickly, you have to keep going back to class to stay current,” says Mr. Blanchette. Luckscheider Automotive is an Automotive Service Excellence-certified (ASE) shop—the gold standard for automotive mechanics. Not only do mechanics need to pass a test and have a certain amount of experience to qualify, they also need to continually undergo training and periodic recertification.

Communication, quality parts and work, competitive pricing, and keeping abreast of changes in automotive systems and design are the keys that have led to Luckscheider Automotive’s reputation, says Mr. Blanchette. “It’s what keeps our customers coming back.”