Reader Pro le: Family owned V&F Auto

Next Article

Technical

FAMILY OWNED V&F AUTO

REMODELED SHOP THRIVES IN MASSACHUSETTS

VV&F Auto is located in Agawam, Mass., about four miles southwest of Spring eld, Mass., and midway between Albany, N.Y., and Boston. e town’s population is about 29,000. As noted by V&F Vice President Nicole Palange, the family-owned business was found- ALL PHOTOS COURTESY OF V&F AUTO. ed by her grandfather, Vincent, and her father, Frank (hence the V&F Auto name).

Agawam is a small, close-knit community in the western part of Massachusetts. V&F Auto has gained an extremely loyal customer base, with generations of families relying on and devoted to the shop for quality and honest maintenance and repairs. Left to right: Owner Frank Palange, Vice President Nicole Palange and original

“We strive to provide the highest quality of co-founder Vincent Palange. service, but in addition, we diligently make an e ort to keep our customers informed. We docu- (only those customers who agree to participate) ment every aspect of a job, from inspection to to our local school system. Our patrons are more completion, and provide that information to the than simply customers... we view and treat them customer. As part of a 30+ point courtesy in- as our extended family.” spection, we record and photograph everything, V&F Auto recently earned a second-place from uid levels and uid colors, to problem is- award from ASA in the trade associations’ “Best sues that are found, etc. We communicate with Waiting Area” contest. e customer waiting the customer to relay this information by means area is incredibly spacious and well-decorated, of texts, emails and even videos. is helps us providing an extremely attractive and comfortto clearly explain why a service is needed. is able space. e current waiting area was added information helps the customer to make an in- in 2014, with remodeling designed by Nicole and formed decision and to better understand the performed by owner Frank Palange. need for a speci c repair.

“Also, in order to further contribute to our Does your shop o er general automotive repair community, we donate 2% of each customer’s bill or do you tend to specialize in speci c makes or

types of repairs?

We perform all types of repairs and maintenance on all makes and models.

What is your business philosophy?

My business philosophy is to build my business based on integrity toward both my employees and our customers. I am committed to keeping all employees informed and well trained. is includes having weekly employee meetings and continually investing in their education. I routinely buy and update equipment so that our technicians are well equipped to perform their

The extremely clean and well-maintained shop area features 10 service bays.

duties. I have always believed that to keep the business running professionally and efficiently I need to continually reinvest in the business and its employees. And last but not least, our entire organization is reminded to “first put their feet in the customer’s shoes.”

What do customers want/expect from your shop?

They expect professional service performed at a reasonable cost backed by a 3-year/36,000-mile warranty. They expect a friendly and comfortable atmosphere. Customers also expect a quick turnaround! I think they believe the way they are treated is number one, though.

What is your approach to technician training? Technicians are learning every day! On-site learning is the most important and allows them to take the most away. We use Identifix when in

The customer reception/waiting area is decorated with taste and is as nice as, or nicer, than most homes. Owner Frank Palange performed all of the remodeling work.

Even the customer reception and service desks are welcoming and appealing.

need as well. Our techs register for classes on a regular basis. ASE certifications dictate their pay. We pay for training. The better they are, the happier they are, the quicker they are, and more profitable everyone is!

Where do you buy your parts?

We typically try to purchase from independent parts stores, such as CARQUEST.

What influences your parts buying decisions?

Rank from 0 to 3, with 0 having no influence and 3 having the greatest influence.

Price .................................................................. 2

Brand name recognition................................ 1

Promotion in racing ...................................... 0

Perceived quality............................................. 3

Availability/time............................................. 3

Other (describe) .......We try to read/research to stay informed about parts.

How does ASP benefit your business?

First and foremost, our technicians appreciate the technical articles and the announcements regarding new tools, parts and equipment. ■

V&F AUTO INC.

Agawam, Massachusetts

Owner ........................................... Frank Palange Business founded ........................................ 1988 Number of bays: .............................................. 10 Number of certified technicians: ...................... 5 Shop size (square feet): ............................. 6,000 Number of vehicles serviced per month: ..................... Approximately 375-400 Hourly labor rate: .......................................... N/A Average job ticket price: ............................... N/A Gross profit: .................................................. N/A Average spent on tools and equipment annually: .................... Varies per year and needs Vehicle makes serviced: ................................. All