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Summit Automotive thrives putting customers first
By Lee Roberts
TIAA Executive Director
After 18 years of being in business, Summit Automotive recently moved into a new repair facility. But the shop’s new look is more than cosmetic – they are even more committed to using their automotive expertise and state of the art shop and equipment to ensure customer safety and satisfaction.
Now located at 9444 Bandera Road in San Antonio, customers can’t help but notice that employees have an incredibly positive attitude, and they are even more focused on service with the improved infrastructure.
“We make sure that customers are more than a number,” said David “Mitch” Mitchell, owner of Summit Automotive. “Everyone here makes sure that our service is very personal and face to face with the customer. We walk them through every phase of the repair and we also follow up with quality control when a car leaves here. The mechanics pay attention to every detail of the job, and repair work is always checked by the shop foreman. A few days later we call the customer and follow up on the quality of service, and we always attend to their needs.”
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Summit Automotive strives to help customers with all minor and major repairs of all foreign and domestic vehicle makes, and provides all automotive services with exception of paint and body work. All mechanics are certified or master technicians through the National Institute for Automotive Service Excellence (ASE).
Currently, there are 15 to 18 workable bays at Summit Automotive encompassing 7,500 square feet. There are 10 employees and “Mitch” said he hopes to add a new service writer, ASE certified tech, and lube tech soon.
Steven Zubach, a lube technician, changes oil, lubricants, brake fluid, power fluid, and other various duties in the shop. He said he likes the new working conditions because of the open space and because of the way customers are treated.
“Customers are always right. When they want something done, we do it; it they don’t want something done, we don’t do it” Zubach said. “The customer makes the decision. When we do the repair, the quality of service is very good.”
John Mitchell, the son of the owner, is a certified ASE technician. He said the atmosphere is very good and the customers enjoy coming to Summit Automotive.
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“The customers trust the service because of the improved look and quality of service here,” he said.
“Mitch” says he started out as what he describes as a “grease monkey” so he understands it’s important to take care of his technicians today. He said he now manages with the safety and welfare of his technicians in mind, and they respond with quality service for customers.
At the end of the day it’s more than just how much profit you made, “Mitch” stressed. “We’re not perfect and we make mistakes, but it’s how you fix the mistakes that make the difference. A lot of places can fix cars, but do the customers have a warm fuzzy feeling when they come in that you have taken care of them? That’s what makes them come back. Yes, they want a fair price, but more importantly they want to feel they got value for their money.
“That’s why we make it a personal thing and make phone calls to make sure customers know it’s not just a process or that we’re here to just take their money from them. We’re here to take care of their car. We want our service to help them stay married to Summit Automotive and return here for whatever they need,” “Mitch” added.
Photo cutline 1: Summit Automotive Owner David "Mitch" Mitchell stands in front of his new automotive repair shop, which he moved his business to three months ago. (Photos by Lee Roberts)
Photo cutline 2: John Mitchell, an automotive repair technician and son of the owner, works on a customer's car.
Photo cutline 3: Mark Tumlinson, shop foreman, works at the customer service center Jan. 31, 2008.
(Editor’s note: Summit Automotive can be contacted at (210) 680-5050.)
(This article published from Topics Winter 2008 issue)
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