It could happen to any driver: you hear squeaking or grinding coming from your brakes. You’re in dire need of service to keep you safe on the road, and desperation sends you to the closest repair shop. But they’re dishonest, and questionable business practices and unnecessary repairs end up costing you way more than you bargained for. Unfortunately, this occurs all too often – and it’s exactly why Shahe Koulloukian, owner of Mazvo Auto Car Care Center has dedicated more than two decades to raising the bar on vehicle maintenance and repair. Mazvo is widely regarded as the gold standard of auto shops, offering unparalleled expertise and trustworthiness. We asked Shahe what sets his business apart, and he told us that there are four key components of a quality service center.
The way your auto repair facility treats you says a lot. Quality of work is important, but their attitude toward customers is equally so. “You should never feel like you’re bothering or burdening your auto shop with questions,” says Shahe. You also shouldn’t be made to feel bad for what you know (or don’t know) about how cars work. You don’t need to – their job is to explain and empower. Also, someone should greet you upon arrival; an auto shop that leaves you wandering on your own for five minutes before even saying hello may not be too eager to gain your business. Mazvo technicians, office staff, and Shahe himself greet customers promptly with complimentary soft drink, popcorn, hot teas, and coffee. “We don’t just want the job,” he asserts. “We aim to build relationships with our customers.” Shahe’s desire to make his customers feel at home and not pressured is evident in Mazvo’s attention to their every need: a relaxing atmosphere with a beautiful outdoor patio that features a water fountain, for example, and complimentary beach cruiser bikes if you’d like to get out and explore while your vehicle is being repaired.
Of course you want to hear that someone can fix your engine problem, but don’t you also want to know why? A good auto repair facility will make you feel comfortable by explaining the “why” in every situation. “We encourage you to ask as many questions as you can; this is your time, there’s no reason to feel rushed,” says Shahe. “We’ll educate you when we provide our suggestions and quotes so you can feel confident that you’re making the right choices for your vehicle.”
Mechanics are often portrayed as dishonest with estimates – but there are always bad apples that metaphorically “spoil the bunch.” An honest auto repair shop will listen, allow you to engage, and address your concerns, only suggesting other services if their professional opinion deems it necessary for safety in your vehicle. “A shop that’s in the business of up-selling will stand out as feeling pushy and aggressive,” Shahe advises. Additionally, an honest mechanic will offer a fair price. Sure, the competition is big, but a good repair shop should provide you with solutions, not sell you additional problems. Open, direct communication is the best foundation for an honest service relationship.
The only way an auto repair shop can be trusted is to prove themselves trustworthy, which is exactly what Mazvo has worked hard to do every day, for every customer. They do this by standing behind what they say and believe in. At the end of the day it’s not what they say or what they do, but how they make you feel that matters the most.
Mazvo Auto Car Care Center possesses all these qualities and more, serving the community with a caring team of certified, licensed professionals. Mazvo aims to provide the best service for any domestic or foreign vehicle in the Metro Phoenix area. Loyal customers from Paradise Valley, Tempe, Chandler, Scottsdale, and surrounding cities choose Mazvo for their unmatched service and integrity.
Distinguishing the good from the bad can be tricky, but Shahe has a parting tidbit of wisdom for any consumer: “Service excellence can be truly defined by what a business chooses not to do well.”
This article was originally published in the October 2017 issue of So Scottsdale