RR 370: Darren Garlock Treating Company Culture and Customer Retention Alike!
Darren Garlock started his career in the shop pushing a broom, pumping gas and washing cars. At 18 he started full-time and worked his way up through the company from Lube Tech, Towing Operator, Mechanic, Service Advisor and now Owner. In 2015, Darren and his brother, Dan, bought the business from their father and have expanded it into 3 locations. Now called Silver Lake Auto & Tire Centers, the company focuses heavily on both employee culture and earning customers’ trust – treating their employees and customers the way they want to be treated themselves.
Key Talking Points
Advice on succession planning inside the family business
Have patience, work together and keep the family as number 1 priority, be ready for it
Expanded to 3 locations total
Keep locations uniformed so employees can interchange if needed
All 3 locations have own concierge service
20+ free loaner cars between all locations and concierge driver at each location
Culture and values within the company
Trust- Employees and customers
An early adopter of DVI that is now a key of their marketing
An early adopter with Autovitals when DVI came out
Customer’s love the feedback about their car- helps them understand and put value in maintaining a car and keeping up with repairs when they can see pictures
Invest in employees
Minimum of 40 hours of training per year- paid training and in-house training
All service writers/advisors have gone through ATI Training
Scheduling the next service appointment when they leave- call a week ahead to remind the customer about an appointment
Link to Silver Lake Auto and Tires Center Website HERE
Thanks to Darren Garlock for his contribution to the aftermarket’s premier podcast.
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We are an early adopter of technology and advanced practices.
Aftermarket association memberships:
ASA/BBB/Napa Autocare/AC Delco-TST/Hybrid Shop
My Brother Dan Garlock-AAM Master for AMI.
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Technician shortage/Changes in technology/Profitability/Parts quality/Marketing/Profititability
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