One of the things that I have always stressed to my employees is empathy. Not because it is nice and the right thing to do, but because caring is the basis behind what we do at Sturken Auto. Also important is how we show our clients that we care. Genuine concern for our clients, their car, their money and their needs is the standard at Sturken Auto. I think most people sense that about our company; I believe that our caring is what sets us apart from many shops.
The stories I hear from our clients on a regular basis make me stop and wonder how some shops stay in business. No one is perfect, but making things right for the client must be the end goal and is what we do at Sturken’s. Whether the shop has made a mistake, delayed repairs or some other problem has arisen, the goal must always be the same; what is best for this client right now? How do we at Sturken Auto know the answer to that question? We explain the situation, offer suggestions and ask the client what they would like us to do. This seems pretty straightforward and the due process for most service providers, but it is surprising how many don’t live up to this. In the worst cases, communication is sorely lacking or not straightforward. On average with other shops, the mentality is more of indifference or a “that’s just the way it is” attitude.
At Sturken’s you will never be spoken down to or lied to or treated like you don’t matter. Our customers deserve to be heard and be given the reassurance they need. We will listen and explain our feelings, past experiences and the logic behind our reasoning. If the situation were to come to a point where we could not provide the best possible service we may even suggest a client going somewhere else; this is done without sarcasm, belittling or cynicism. At Sturken’s we care because you matter to us. Sturken’s has proudly served the community for over 50 years. If you or anyone else has experienced less than caring attitude at Sturken Auto please contact me at my office.