In order to earn a customer service award, you have to do more than deliver exactly what the customer needs, when they need it. You must go above and beyond the norm to offer an experience unlike any other for each person that enters the store. That’s why this month, we’re highlighting Chris Robinson, owner of the Mr. Transmission/Milex Complete Auto Care in Sycamore, IL. Earlier this year, his location was ranked as the best automotive shop in his area by the Northern Star student newspaper of Northern Illinois University.

Most vehicle owners share the struggle of finding an affordable and trustworthy auto repair shop. Without knowing the market, it can be difficult to find a knowledgeable and skilled mechanic with honest values. Don’t let the search discourage you! Every industry is plagued with a few rotten apples but for the most part, companies like Milex Complete Auto Care are in the business of providing a one-stop shop for reliable, unmatched repair and maintenance with superior service. To avoid the poor performers when shopping around for an auto repair shop, watch out for red flags like these:

CHICAGO – Albert and Serina Daniel, Milex Complete Auto Care franchisees in Frederick, MD were recently honored for their contributions to franchising and recognized by the International Franchise Association (IFA) with its annual Franchisee of the Year Award.

Local Milex Business Owner Recognized as Franchisee of the Year, Delivers “Franchising Votes” Message to Congress

Damage to your car begins accumulating the moment you drive it off the lot. We all know this, but there are ways to speed up this damage without even realizing it, setting yourself up for some hefty repair bills in the future. Unfortunately, many of the following are common habits, and Milex Complete Auto Care technicians see drivers unwittingly shortening the lives of their cars every day. Here are some of the worst habits we’ve seen, and how you can turn them around to prevent damage to your car.

In late August, southern Texas was pelted with heavy rains, storm surges and high winds, which devastated property in much of the area. Stories are still surfacing of the damage wreaked by Hurricane Harvey, and many experts estimate it will take at least a year for the area to return to normal. Gordon and Carolyn Ricossa and their employees of the Mr. Transmission & Milex Complete Auto Care in Beaumont, TX, found themselves in the thick of the storm with very little in the way of preparation. When Hurricane Harvey first hit the area, Gordon sent all the technicians home to wait it out in safety. That would be the last time they would be able to reach the store for 10 days.

How do you know when you have a winning formula? Maybe winning the Milex Franchisee of the Year award three separate times could be a hint! Albert and Serina Daniel, owners and operators of two Milex franchise locations — Frederick and Boonsboro, MD — know the secret to good business, and they have built up their Milex Complete Auto Care locations to a level of quality that stands out among franchises throughout the nation. We caught up with the two powerhouse franchisees to see what the secret was, and how other Milex franchisees could replicate their success. Albert grew up around the automotive industry, which awakened an early passion for vehicle repair. He learned the basics from his father, and his skills only improved when he entered the US Navy. Once he figured out the basics, it was easy for him to transfer his skills, and he spent the rest of his civilian career in the automotive repair business. After an injury at work at a previous job, his wife Serina, gave him a homework assignment to help advance their careers. She asked him to look for franchise businesses that might be good for the two of them to invest in. This is how they found Moran Family of Brands, and were introduced to Milex Complete Auto Care. Once they decided to look into Moran, the rest happened quickly. The couple opened their first location in 2007, just as the economy was beginning its historic downturn and the government was starting the Car Allowance Rebate System, otherwise known as the “Cash for Clunkers” campaign. The first few months were tough, as with any fledgling business, and these additional challenges didn’t make the situation any easier. But when they started to break even six months later, they knew they had done the right thing. “Those first few months were definitely stressful,” said Serina. “There were times in the beginning where he [Albert] was working until midnight and we only had one other mechanic on-hand. We had to learn to start spreading out scheduling and manage incoming tasks so he wouldn’t spend his whole life in the shop.” Serina and Albert have built a reputation in their area that sustains their business success. In fact, their community service ethos includes one ironclad principle: always be able to solve a customer’s car troubles. This has led Albert to make himself and his staff experts in repairing cars of all makes and models. It means no customer is turned away, which lets people know they can count on their local Milex for their car repair and maintenance needs. It’s that trust that has grown their customer base, through repeat business and referrals, leading to the couple’s third win during their short time in business. Albert and Serina have two big pieces of advice for business owners who want to gain a reputation for excellence. The first is to keep up with the rapidly-changing technology in your industry. “Cars are changing every day, in terms of the technology they contain,” said Albert. “The best thing you can do to keep from turning away a customer is stay on top of technology.” Serina advises, “Social media can be fantastic, but business owners must keep a balance between communication channels for customers. Many people still prefer a phone call or email to a Facebook post.” Albert Daniel sets an example for the franchisees the Moran system, and looks to share his advice and support others. He serves on the Franchise Advisory Alliance and has long been a trainer and mentor to other Milex owners. The secret ingredient that sets the Daniel’s franchises apart isn’t tough to find — consistent, hard work and a belief that every business decision should be made with the customer’s needs in mind. So, join us in congratulating Albert and Serina for a job well done, for the third time since 2007!

Summer Vacation Trip Hazards

Moran Family of Brands President & CEO Barb Moran-Goodrich recently appeared on an episode of the “Recalculating” podcast, which focuses on small business and entrepreneurship. Moran-Goodrich spoke with program hosts Dan Perkins and Don Mazzella on a wide range of topics such as about the history of the company, the auto repair field and the future outlook of the industry. Here are some of the topics discussed in the interview: Company overview and history Her professional background and time with Moran Family of Brands The state of the auto repair industry and employment opportunities in the future Franchise ownership opportunities in the auto repair field The newly created Moran Future Auto Tech Internship Program. Listen to Moran-Goodrich’s full interview in the of “Recalculating” podcast below: