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 Faxon Garage, the key to achieving and maintaining high levels of customer satisfaction is tailoring its services to meet each customer’s specific needs and ensuring their experience is as stress-free as possible. “Simply put, we want our customers to know that we’ll always be able to help them with their cars,” says President Walee Gon. “Our primary goal is to fulfill their needs, and they really appreciate that type of attention.”

Faxon Garage has been providing general maintenance and repair services for most types of domestic and foreign vehicles at its San Francisco facility since 1984. In addition to handling everything from basic suspension work to heavy-duty engine and transmission replacements, the company can tint windows, install audio and security systems, perform pre-purchase inspections on used cars, and more.

Unlike less experienced auto repair companies that base their work solely on the suggestions of vehicle manufacturers, Faxon Garage helps its customers make decisions to increase the value of their cars through performance upgrades and other services. “We think of ourselves as a concierge service for the automotive industry,” says Mr. Gon. “Whether it’s related to enhancements or regular maintenance, it’s gratifying to help our customers make informed decisions that protect their investments.”

Another distinguishing feature of Faxon Garage is its comprehensive approach to quality control throughout every step of the auto repair process, from carefully addressing each customer’s specific questions and concerns to providing detailed assessments of any findings so vehicle owners understand the implications of their repairs. “We also put each car through a multi-stage check and final inspection process once the repairs are completed,” adds Mr. Gon. “Everything we do is designed to ensure our customers have dependable transportation and achieve the lowest cost of vehicle ownership.”

Multi-point inspections are important for maintaining and verifying the safety of your vehicle. Safety is an important concern for every vehicle owner, but true vehicle safety relies on more than just one component. “When most people think of auto safety, the first thing they think of is brakes, but there are several systems that are equally important, if not more so,” says Walee Gon, president of Faxon Garage in San Francisco. “For example, having quality tires that are in good condition is very important for increasing safety. Tires that are in poor condition don’t grab the road as well, so even if you have good brakes, your tires might slide and put you at greater risk of an accident.”
Shocks are another often-neglected aspect of vehicle safety. Worn shocks result in poor suspension, which can contribute to longer braking distances and greater likelihood of a collision. They can also stress a vehicle’s suspension, which causes accelerated wear and tear and leads to eventual damage and failure of essential components. “Components need to be completely replaced once they wear out, and that can be very costly,” says Mr. Gon. “It’s better to address potential shock problems before they cause too much damage.”
When you take your car to an auto repair shop, ask the technicians to carefully inspect each system and pay special attention to the brakes, tires and shocks. If they find any problems or bring up any concerns, make sure you understand the nature of the problem as well as the solution. Some items may not need to be fixed immediately—if so, get a specific idea of when the parts should be repaired or replaced, and ask you mechanic to check those parts between the diagnosis and the expected replacement date. This will cover you in case the parts wear faster than anticipated.

Q: How often should I check the air pressure in my tires?

A: At least once a month. Tires can lose pressure at a rate of one or two pounds a month, and that loss can be even greater with temperature fluctuations. Checking the air pressure in your tires is simple to do with a tire gauge. Look for a sticker attached to your car’s doorsill that tells you the recommended air pressure for your front and back tires.

Q: What kind of air gauge should I use to check the air pressure in my tires?

A: Digital tire pressure gauges are the most accurate, but even general gauges will work fine. Regardless of the gauge you choose, it’s important to use it consistently, as different gauges may present different numbers or variances. As long as you consistently check all four tires with the same gauge, your numbers should be accurate. Also, make sure you test air pressure when the tires are cool—if they’re warm, that can change the reading.

Q: How do I know what kind of oil my car needs?

A: Your car’s manufacturer specifies the type of oil you should use, so check your owner’s manual or ask your mechanic. Also, if you add oil between regular oil changes, make sure it matches the viscosity of the oil that’s already in your car (the brand doesn’t matter).

Q: How often should I have my car’s cooling system serviced?

A: You should have your cooling system flushed and refilled every two years, but you should also periodically check the level, condition and concentration of the coolant. A 50/50 mix of antifreeze and water is usually recommended.