Service Manager, former customer,
lover of the muscle car
Even in this shop filled with Europe's finest automobiles you'll usually find Joe's latest issue of Hot Rod magazine on the lunchroom table. As a collector who loves American iron, Joe brings a balanced perspective to the shop.
Joe first walked into Black Horse Garage as a customer. And like many customers, he eventually became friends with the staff. Now, he's moved to the other side of the counter and as Service Manager helps to ensure that we maintain our 15-year winning streak of no unhappy customers.
As a past customer, what brought you to Black Horse Garage again and again?
“It takes a different mindset to work on old cars – a different set of rules applies. The mechanics here are very hands-on and take the time to understand these vintage cars and their ‘old technology.’ The customers who form long-term relationships with us have certain expectations, one that matches the way we work. They appreciate the extra mile we go for them, just as we enjoy doing it. It’s a natural fit.”
How do you measure customer satisfaction?
“That’s easy – we hear what they tell their friends about us. The vintage and exotic car enthusiasts are a tight bunch. Recommending us to your friends – trusting us so much that you put your reputation on the line – is the highest compliment we can receive. And 100% of our business comes in through word-of-mouth.”
What can a new customer expect when working with Black Horse Garage?
“The first thing is to understand their goals and budget. From there we recommend the plan that best meets their needs, presenting a detailed quote up front. We happily accommodate change orders at any point through the process. As work progresses, I like to update customers periodically. As a fellow collector, I know what’s it like to leave your ‘baby’ in someone else’s hands. The best thing I recommend is for customers to stop by every now and again. The staff invests so much time and talent into each car, getting to know the owners forms a bond that customers don’t typically find in other shops.”