Few things are as nerve-wracking as car service. Here's how one auto shop turned my fear into life-long commitment.
In a world where most businesses focus on transactions, the ones that focus on relationships stand out. Case in point, where you get your car serviced can make a world of difference in how you're treated.
"Don't take it to a dealership for servicing," warned my next-door neighbor, a friend who’s also a mechanic and loves working on his car in his driveway whenever he has time. "They will rob you blind; they should be called stealerships!"
"Do not ever go to a dealership for service if you can help it," advised another knowledgeable well-wisher.
"All dealerships, regardless of manufacturer, blatantly overcharge their customers. They will do anything to get as much money out of you as possible.
"People think that going to a dealership is better than going to a privately owned garage for repairs and routine work, but they are wrong."
Searching for a trustworthy mechanic
Lesson noted, I began looking for a mechanic who would treat me right. Since I own my car, I had no restrictions on where I could go. By going to a mechanic, I wouldn’t violate any agreements, such as lease terms requiring service only at the maker's dealership. I thanked my stars—there are plenty of tire, wheel, and auto repair shops near my home in Richmond Hill, ON, unlike the maker's dealerships, all of which are at least 20 minutes away.
After searching online for shops with the best Google reviews, I decided to try a few places. Among them, Trilli Tires* stood out. At the time this was written, Trilli had a 4.8/5 rating with 589 reviews. This rating is entirely warranted, in my opinion.
I ended up staying with Trilli long-term because of how they treated me—a masterclass in how all customers should be treated.
A nervous first meeting
Driving to Trilli for my first service—an oil and filter change—I was a bit nervous. How would they treat me? I hoped I wouldn’t get ripped off. "I hope they don’t charge me for things I don’t need. I’m not a mechanic; there’s no way I would know whether or not I need what they recommend," I told myself.
Entering the front office, I walked up to the front desk, where a tall Persian man with a well-trimmed beard and a baseball cap was sitting.
"Hi, I need my oil changed. I scheduled an appointment; this is my first time here," I told him.
The guy smiled and said his name was Khosroe. "I’ll take care of you, don’t worry. Just give us 45 minutes, and you’ll be on your way."
Forty minutes later, he came to where I was sitting and said the service was done. Khosroe smiled, said how much he appreciated my business, took my payment—considerably less than what I’d pay at a dealership—and handed the keys back.
This is all I wanted! Quick, polite, and reasonably priced service. I didn’t need a sales pitch or charm offensive, just to be treated like a human being and a friend. Khosroe gave me his cell number and said I could call anytime I needed help with my car.
There’s a difference between trying to be liked and being genuinely likable. These guys were likable and did all the little things. For example, when my service was finished, Khosroe didn’t call out a number or shout my name; he came over personally. Not only that, but he gave me a modest discount since I was a first-time customer.
That was the beginning of a beautiful friendship, and I’ve recommended Trilli to friends many times.
Major repairs, major hospitality
Over the last several years, I’ve been a loyal customer at Trilli, but not once did they treat me like my business was being taken for granted or that my concerns weren’t important.
As is the case with all cars, there came a time when mine needed multiple things serviced. I expected it would take all day, which Trilli confirmed when I called.
"Don’t worry about it. You can leave the car here or stay—not a problem, whatever you decide," said the guy who answered the phone, mentioning his name was Aren.
Since I had some time-sensitive work to do, I decided to bring my laptop. Just as before with Khosroe, Aren immediately smiled warmly as soon as I walked in the door and greeted me.
"How much is this going to cost?" I asked, worried I’d be paying an arm and a leg. Aren quoted me a price that was much more than fair compared to competitors, which I knew based on past experiences. "Let us take care of you. You won’t have to pay for anything extra unless you approve it first." Mollified, I sat down and got to work.
I was deeply engrossed when I suddenly noticed Aren had quietly walked up to my seat.
"Yes?"
"Hey, can I get you coffee and cookies?"
I looked at Aren in disbelief. He wasn’t directing me to a snack station, as is typical at service shops. He was offering to bring them to me. I wondered if there was a catch but said, "Sure."
A few minutes later, Aren returned with my hot drink and food. There was no catch, and he didn’t ask for anything in return. We got into a deep conversation about life in the US versus in Canada for 15 minutes before I remembered I had work to do and excused myself. I quickly wrote a five-star Google review for Trilli, snapping a picture to go with it of my coffee and one of the two cookies I hadn’t yet gobbled up, then got back to work.
Several hours later, Aren came back and said my car was ready. He casually mentioned that during the inspection, a technician noticed something minor that needed attention. Usually, there would be a nominal charge for it, but they took care of it for free.
It's things like this that having me returning to Trilli Tires time and again. I have so many similar stories it's hard to know which to choose!
It's about how you make people feel
You see, people become loyal customers not just because of pricing but because of how they’re treated. A little extra effort to show respect and care goes a long way in creating repeat customers.
As the great American poet Maya Angelou said, "I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel." With Trilli Tires, all three have been unforgettable.
I’ll be a Trilli customer for life and will always advocate for them because the people who work there are trustworthy, kind, and respectful of the fact that I’m giving them my hard-earned money.
When businesses treat you like family instead of a number, it’s a bond that’s hard to break.
That's all it takes.
* I did not receive any compensation or discounts from Trilli Tires for writing this article
