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 T & S Auto Repair, the key to achieving and maintaining high levels of customer satisfaction is simple: take a personalized approach to every job and emphasize clear communication throughout every step of the auto repair process. “Instead of having ‘buyer-seller’ relationships with our customers, we treat them like friends and take the time to educate them about what’s going on with their vehicles,” says co-owner Sean Gong. “They know we’ll be able to answer their questions right away and get them back on the road as quickly as possible.”

T & S Auto Repair has been repairing all types of European, Japanese and domestic vehicles at its San Carlos facility since 2011. In addition to working on everything from tires and brakes to engines and transmissions, the company utilizes its specialized training and equipment to perform smog repairs, electrical diagnostics, wheel alignments, and more.

Unlike auto repair shops that delegate quality control responsibilities to less experienced technicians, T & S Auto Repair provides every job with the hands-on expertise of Mr. Gong himself. “I make sure we’re using the best possible replacement parts, and I personally double- and triple-check every repair before the car is returned to the customer,” he says. “It’s all about quality control–if something isn’t right, I won’t let the car leave until it’s fixed.”

Another distinguishing feature of T & S Auto Repair is its clean, family-friendly shop, which Mr. Gong says is designed to offer customers a comfortable environment while they wait for their cars. “We’re not a typical repair shop, and we take pride in that. It’s like one big family here–some customers will even come in just to say hi or drop off something for my dogs.”

Even if your car runs on synthetic oil, don’t wait too long between general tune-ups. Many car manufacturers tell people that with today’s synthetic oil, they only need to service their vehicles every 15,000 miles. While this may be true when a car is relatively new, by the time it loses its warranty and gets a little older, it needs to be serviced more often. “Keeping up with regular, mileage-based maintenance is the cheapest insurance you can get for your car,” affirms Sean Gong, owner of T & S Auto Repair in San Carlos.

To make sure your car is running at its peak condition, consider the following tips:

• Check the V-belts and serpentine belts to make sure they’re in good condition. Replace them if they show signs of disproportionate wear such as cracking, fraying or glazing. “If your belts are squealing when you first start your car, that’s a good indication they’re wearing out,” says Mr. Gong. “A worn belt is dangerous because it can skip and damage components like the alternator or cause you to lose posture while driving.”
• Annually inspect steering and suspension systems, including shock absorbers, struts, and chassis parts such as ball joints and tie rod ends. Replace these parts if you find leaks, damage or loose mounting hardware.
• Check your tire pressure every month, even on your spares. Check the tread for unbalanced wear, and make sure there are no lacerations on the sidewalls.
• To prevent stripping your car’s wax finish, only use cleaning products that are specifically designed for washing cars. Polish your car at least twice a year to protect its finish.
• If your battery is more than three years old, test it to make sure it’s still functioning effectively.
• If you’re frequently topping off brake fluid, inspect the brake linings and check for fluid leaks. Replace brake fluid every two years or 24,000 miles.
• Inspect hoses after each oil change and replace them if they’re leaking, brittle, cracked, rusted, swollen or restricted.

Q: Can you tell me how much my repairs will cost over the phone?

A: We prefer to look at cars before we give estimates. If you bring your car to our shop, we’ll perform a diagnostic inspection for free and tell you exactly how much the repairs will cost.

Q: Can you work on my specific type of car?

A: We have the training and equipment to work on all makes and models, especially European vehicles like Volkswagens, Audis and BMWs. If you tell us the symptoms you’re experiencing, we can tell you what’s going on with your car.

Q: How long will it take to complete my repair?

A: Most of the time, we can complete the repair in one day.

Q: Do you offer a shuttle service?

A: Yes, we can drop you off at work or at home and pick you up when your car is ready, and we also have loaner cars at our shop.

Q: Are you open on weekends?

A: We’re open on Saturdays, but it’s mostly by appointment. If you really need a repair on Sunday and give us enough notice, we can do that as well.

Q: Will you install replacement parts that I supply?

A: No, because we can’t control the quality of those parts or provide any kind of warranty.