AAA recognizes top shops among its AAA Approved Auto Repair facilities
based on customer service surveys completed by AAA members.
KEEPING CUSTOMERS INFORMED ABOUT SERVICE
by Christopher Doscher
Tom Elliott, owner of Danvers Auto Engineering, takes a proactive approach to vehicle maintenance. Regular Customers are sent notices via mail and email when their cars are due for service, and detailed histories are kept on all the vehicles serviced there.
“People like that continuity, and they like coming to a place where they’re known,” said Elliott, who has run the shop with his wife, Carole, since 1987. “We have a basic routine we go through for safety and services they need on their vehicles. People know they’re getting what they need.”
Elliott, who said his shop has been affiliated with AAA for about a decade, estimates that about 15 percent of his new business comes from AAA referrals. “We certainly know that it has improved our business,” Elliott said. “We definitely know when AAA has referred a customer.”
Word of mouth is another big source for referrals, and Elliott commonly sees multiple generations of families returning for service. Elliott also makes an effort to stay involved in the local business community.
“We bring a high level of knowledge, technology, workmanship and customer service to an industry where sometimes that’s not available,” Elliott said.
“[Vehicles] get more technical each year, and the people who work for us are experienced and have regular training. It’s a challenge to keep up on all of the latest computers and diagnostic equipment, but we’ve done a good job.”
Presentation is an important part of business at Danvers Auto Engineering as well.
“We operate a well-maintained facility with up-to-date equipment,” Elliott said.
“My wife and I spend quite a few hours here each day, so it’s important to keep it presentable.”
Danvers Auto Engineering: www.danversauto.com, 978-777-3627.
AAA Member Benefits
Free maintenance inspection: On request, when having paid repair work done.
Written estimate: On request, you will be provided a written estimate of the cost of repair work. The cost may not exceed the written estimate by more than 10 percent unless authorized by you in advance.
Warranty: Unless otherwise specified in writing prior to the start of work, all repairs are guaranteed for a minimum of 12 months or 12,000 miles, whichever comes first.
Returned parts: All replaced parts will be returned to you, provided you request them at the time you deliver your vehicle for service.
Dispute resolution: AAA will investigate any dispute between you (a AAA member) and this facility.