Mr. Toni believes post-repair follow-up is crucial to satisfy customers. Likewise, he feels providing detailed explanations is key when a breakdown happens or something is off with a vehicle because customers feel uneasy if they don’t know the cause of a problem. In addition, he is of course concerned about the post-repair ride, but places a premium on the satisfaction and peace of mind he can deliver to customers.

Another area that he emphasizes is keeping the workshop clean and well organized. If the workshop is dirty, the facility or tools inadequately maintained, then a technician can’t immediately get to work servicing a vehicle. In addition, dirt or grime on components can also cause accidents or problems with vehicles. But perhaps above all, he believes that if a dirty or disorganized workshop will harm worker motivation and customer trust. “I make sure that the tools we use daily are always in good shape, but I also see that facilities and equipment we don’t use as regularly are also always ready to go,” says Mr. Toni, stressing the importance of a clean and organized workshop.