Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for auto repair shops that have earned the prestigious Diamond Certified award. For autoTECH Blackhawk, the key to keeping customers happy is simple: take the time to educate them about their vehicle issues and give them options that make sense for their specific situations. “We want to build a reputation for quality and helpfulness,” says owner Kacey Copeland. “People who come to our shop are often having a terrible day, so we make sure we’re always welcoming and ready to solve their problems.”

AutoTECH Blackhawk has been repairing and maintaining European, Asian, and domestic vehicles at its Danville facility since 2018. The company has the in-house capabilities to work on everything from tires and brakes to fuel injection systems and transmissions, and it also has the electrical diagnostic skills to troubleshoot a wide range of automotive issues.

Unlike auto repair shops that try to upsell their customers on unnecessary services, autoTECH Blackhawk approaches every job with transparency and honesty. “When we inspect a vehicle, we help the customer understand its condition by using a ‘green/yellow/red’ inspection report, which lets them know what repairs need to be done immediately and what they should budget for in the future,” explains Mr. Copeland. “They really appreciate how dedicated we are to making sure their vehicles are in the best possible condition.”

Another distinguishing feature of autoTECH Blackhawk is its “Style My Ride” service, which offers customizations that range from lift kits to aftermarket wheels. “We can put together an entire package for the customer and jazz up their car just how they want it,” says Mr. Copeland. “We can also coordinate window tinting, vinyl wrapping, repainting and other services that help our customers personalize their vehicles.”

When it comes to finding an auto repair shop, look for one that’s dedicated to updating its training and technology.

Kacey Copeland, owner of autoTECH Blackhawk in Danville, has seen a lot in his 25-plus years in the auto repair industry, and he says pricing and value aren’t the only things you should consider when looking for a company to work on your car. “When vehicles went from carburetors to gasoline, a lot of shops didn’t want anything to do with the change, so they didn’t learn how to run scan tools or invest in new equipment,” he explains. “I actually see that same mentality today with repair shops that don’t want to learn about electric cars and batteries. Those who are scared off by new technology are making a poor decision, because those are the things that will separate the shops of tomorrow from the shops of today.”

Mr. Copeland explains how electric vehicles have changed the auto repair industry for both drivers and mechanics. “Electric cars still need electrical system repairs, but routine maintenance will cease to exist once those vehicles become the norm. The maintenance items that have kept auto repair shops in business for 100 years won’t be happening anymore, and that will be a huge change. However, the difference in maintenance costs is a good thing for people to know as they’re considering how much they want to spend on a new car. There are fewer things that need maintenance on an electric vehicle, but that’s all the more reason to find a shop you can trust.”

Mr. Copeland says having a convenient location and great customer service is the best way for shops to compete. “It’s critical for shops to take care of their customers and invest in training and equipment. In fact, by choosing and patronizing a shop that provides quality repairs and is forward-looking, you increase the chances of that shop being there to care for your future vehicles, regardless of engine type.”

Q: Can I save money by doing my own car repairs?
A: You might be able to do certain repairs, but it’ll probably end up costing you more money. Unless you have a lot of experience working on modern vehicles, we recommend talking to a mechanic beforehand.

Q: Is my car worth repairing?
A: It depends on several factors, but we can look at your vehicle and explain your options.

Q: Can I skip transmission service and brake fluid flushing to save money?
A: We don’t recommend it. A new transmission costs about $7,000, while transmission maintenance service only costs about $300. It might seem expensive now, but it protects your vehicle and saves you money in the long run.

Q: Can you service my classic car?
A: Certainly. We can take care of regular maintenance on things like brakes, cooling systems and spark plugs, and if your classic car needs a tune-up or a carburetor repair, we can refer you to a station that has specialized knowledge about those types of vehicles. We won’t attempt to do something we’re not qualified to do.

Q: How can I tell if my car needs a new battery?
A: We can run a diagnostic test to see what’s going on. When your battery light comes on, it likely means your car isn’t charging, which is the opposite of needing a new battery. By running a diagnostic, we can tell you exactly what’s wrong rather than selling you something you don’t need.