A: 12 Years
Q: How many years of industry experience do you have?
A: 17 Years in Collision Repair and 38 Years overall in the automotive field
Q: Favorite part of the job?
A: Getting to know customers
Q: What do you do when you're not working at Mike’s Auto Body?
A: Spend time with my wife and working on my 1966 Barracuda
Q: Major interests?
A: Vintage cars, motorcycles, soccer, good beer and wines
Q: What are the 3 things you want to do in your life?
A: 1.) Experience the 24 Hours of Le Mans in France 2.) Go an English Premier League Soccer Game 3.) Build a café-style motorcycle
Q: What sports teams do you follow and what are your favorite teams?
A: San Jose Earthquakes and Everton (English soccer team)
Q: What was the title of the last book you read?
A: Soccernomics by Simon Kuper
Q: Favorite movies?
A: Le Mans, starring Steve McQueen
Q: Favorite TV Shows?
A: Diners, Drive-Ins and Dives, Café Racer and Undercover Boss
Q: Pets and their names?
A: 3 cats: Kimberly. Jason and Penny
Q: Favorite outdoor activities?
A: Wine tasting, keeping my yards looking good, catching Earthquake games and going to car shows
Q: If you could have any kind of car, what would you get and why?
A: Any 12-cylinder Ferrari without a radio, just the sound of the engine
Q: If you could have lunch with anyone who would it be?
A: Mark Donohue, ex-Indy car, Trans-Am and Can-Am driver who was killed in 1975.
Q: What are some of the customer service things you're proud of at Mike’s Auto Body and describe your view of what exceptional customer service is?
A: I’m proud when I meet a first-time customer and they are here because of all the good things they have heard about Mike’s Auto Body. Exceptional service starts by listening to the customer and creating a trustful relationship. Next, execute the repair and any promises while maintaining contact throughout the process. Finally, inspect the finished product and ensure that the delivery back to the customer is as smooth as possible with the confidence that the customer’s expectations are met or exceeded.
Q: What are some of the changes you’ve seen in this industry over the years and how has Mike’s Auto Body reacted to these?
A: Customers have grown more savvy and informed about their cars and I have to respect that as an estimator. The industry has taken customer satisfaction much more seriously in the last dozen years. Also, the insurance companies have been reducing their workforce while relying on our shops for estimating and repair, but they are also much more vigilant about our decisions when reviewed. Mike’s Auto Body strives to share industry insight, customer feedback/surveys and provides education to the employees in a positive sense so we can stay on tops of the game.