Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for auto repair companies that have earned the prestigious Diamond Certified award. For ASAP Automotive, Inc., the key to achieving and maintaining high levels of customer satisfaction is simple: focus on being honest and upfront with every person who visits its shop. “Our goal is to take the mystery out of auto repair, so we take the time to show each customer what we’ve found, explain what it means and tell them what we recommend to fix the problem,” explains owner Ron McLeod. “That type of transparency is important for helping our customers feel as comfortable as possible.”

ASAP Automotive has been repairing and maintaining all types of domestic and Asian vehicles at its Fremont facility since 1994. In addition to performing oil changes, repairing brakes and handling other routine work, the company offers numerous specialized services that are designed to increase the performances of hot rods and racing vehicles, including custom exhaust systems and suspension modifications.

Unlike less experienced auto repair shops that try to complete repairs as quickly as possible in order to maximize their workload volume but sacrifice consistent quality as a result, ASAP Automotive takes a comprehensive approach to quality control that includes test driving each car before and after the repair and using a 47-point checklist to ensure a complete service. “After all that, I take a final look at the vehicle before we give it back to the owner,” adds Mr. McLeod. “The most important aspect of our job is making sure our customers get what they came here for: quality repairs.”

Another distinguishing attribute of ASAP Automotive is its ability to provide thorough estimates instead of guessing at prices over the phone. “The cost of parts and labor varies from car to car, so we prefer to do a complete inspection and provide estimates based on what we find,” says Mr. McLeod. “Also, we never give artificially low prices over the phone just to get people in the door. Our customers know they can trust our estimates.”

Take preventative steps to keep your car’s windshield in top condition. A quality windshield is crucial for the performance and safety of every vehicle, so it’s important to keep yours in the best possible condition. In addition to conducting routine windshield inspections, there are numerous things you can do to prevent damage and maintain the integrity of the glass. Consider the following tips:

If you notice cracks or chips in your windshield, have it repaired immediately. Trash, pebbles and sand particles can fracture the glass and cause dings that, if left unattended, can turn into bigger cracks that obscure your driving vision. If you find a ding, you can cover it with a piece of packing tape to temporarily prevent contamination until you can get it professionally repaired.

Provide extra care during the winter. Avoid using hot water to remove ice from your windshield—it could cause cracking. Instead, use a spray bottle to apply a de-icing solution of one part water and one part vinegar. Use shallow, downward strokes to scrape the ice from the corner of the windshield toward the center. If you don’t have an ice scraper, you can use a plastic spatula.

Crack your windows when you park in direct sunlight. Small cracks in the glass can quickly expand and spread when there are considerable temperature differences on either side of the windshield. You can avoid this by cracking your windows, which prevents heat from building up inside your vehicle.
Avoid ammonia-based glass cleaners. Ammonia-based cleaners can negatively affect your windshield’s tint, so use a vinegar- or alcohol-based product instead. Also, remember to use microfiber or cotton towels—they’re highly absorbent and don’t leave behind streaks or dust.

Make sure your wipers are working properly. A lot of windshield scratches are caused by sand particles and dirt from the wipers, so it’s important to check and properly clean yours on a regular basis. Use a rag and rub windshield washer fluid along the blades to remove dust, sand particles and other contaminants. Also, be sure to frequently refill your washer fluid to clear bugs and road debris from your view.

Q: What kinds of vehicles do you service?

A: We work on all types of American and Japanese vehicles, including hybrids. We don’t service European cars or electric vehicles.

Q: How long will it take you to fix my car?

A: It depends on a lot of factors, but once we complete the diagnostic, we’ll check the availability of parts so we can give you an update on how long the repairs will take to complete.

Q: How much will it cost to repair my car?

A: The cost of parts and labor varies from car to car, so we have to do a thorough inspection before we can give an accurate estimate.

Q: Do you charge for diagnostics?

A: Our employees are well-trained and our equipment is very expensive, so like many other shops, we charge for diagnostics. Some shops have cheap code readers and will provide a diagnosis based solely on results from that system, but we understand that a code reader only gives the mechanic a starting point to find out what’s wrong, so we spend time pinpointing the exact problem rather than just replacing the first part that’s diagnosed as problematic.

Q: Do you provide courtesy rides or rental cars?

A: We provide free rides for customers within five miles of our shop, and we also offer Enterprise rental cars at a lower rate than average rental fees. If you want to wait until your car is ready, we have a waiting room with free Wi-Fi and hot coffee.