Reader Profile
FAMILY OWNED V&F AUTO
V
REMODELED SHOP THRIVES IN MASSACHUSETTS
The shop also provides a shuttle service for customers when required.
26
ASP
December 2019
ALL PHOTOS COURTESY OF V&F AUTO.
V&F Auto is located in Agawam, Mass., about four miles southwest of Springfield, Mass., and midway between Albany, N.Y., and Boston. The town’s population is about 29,000. As noted by V&F Vice President Nicole Palange, the family-owned business was founded 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. “We strive to provide the highest quality of service, but in addition, we diligently make an effort to keep our customers informed. We document every aspect of a job, from inspection to completion, and provide that information to the customer. As part of a 30+ point courtesy inspection, we record and photograph everything, from fluid levels and fluid colors, to problem issues that are found, etc. We communicate with the customer to relay this information by means of texts, emails and even videos. This helps us to clearly explain why a service is needed. This information helps the customer to make an informed decision and to better understand the need for a specific repair. “Also, in order to further contribute to our community, we donate 2% of each customer’s bill
Left to right: Owner Frank Palange, Vice President Nicole Palange and original co-founder Vincent Palange. (only those customers who agree to participate) to our local school system. Our patrons are more than simply customers... we view and treat them as our extended family.” V&F Auto recently earned a second-place award from ASA in the trade associations’ “Best Waiting Area” contest. The customer waiting area is incredibly spacious and well-decorated, providing an extremely attractive and comfortable space. The current waiting area was added in 2014, with remodeling designed by Nicole and performed by owner Frank Palange. Does your shop offer general automotive repair or do you tend to specialize in specific 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. This 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
