March 19, 2013 at 10:41 AM
When you’re first meeting someone whose email address is “Frank’s Outlaw” you might expect – I don’t know – maybe the outrageous front woman for a southern rock band? Well, the reality is not quite that far from the truth. Frank’s Outlaw is actually the name of a boat, and also the email address of Tracy Constandi, of the husband and wife team that makes up Frank’s Auto.
What you probably will notice in Tracy is a vivacious, fun loving personality who pulls off being slightly irreverent because she doesn’t take herself too seriously. By comparison, Frank seems more quiet and reserved. Together, a good balance of yin and yang.
What they both do take seriously is their business commitment to providing an exceptional automotive repair experience, great customer service and follow-through with everyone who drives onto their lot.
Frank’s Auto is one of the most trusted and recognizable businesses in Fanwood. Through all the changes in automotive buying trends, Frank’s has adapted and molded their business model to cater to the evolving times.
According to Tracy, “you have to change with the times or get left behind.” Tracy openly explains, “About 5 or 6 years ago, the automotive business was changing. People had new cars and started leasing cars that didn’t necessarily need as much upkeep… the business was shifting and you have to change with the times.”
Tracy and Frank noticed that some of the higher end dealerships, like Bridgewater Lexus, started raising the bar by providing customers free sandwiches, cookies and coffee. Tracy explains, “You can’t expect to sit back and let new business knock on your door. You have to attract new customers and retain the business you have.”
A few years ago, Tracy and Frank started implementing things like customer loyalty programs, a quarterly coach bag giveaway - all in addition to the community outreach they do through the schools, sports teams and other non-profits.
In her other role of President of the Fanwood Business and Professional Association, Tracy shares many helpful customer service tips to help other local business owners. Simple suggestions like, “Write a handwritten note thanking a customer who’s done a lot of business with you. These are the things that people remember you for,” says Tracy.
Tracy also changed the waiting area to a purple, female friendly motif. Coffee and water is always available, and the walls are covered with playful jokes that poke fun at life and people. When it comes down to seeking automotive assistance, most people consider it a necessary hassle.
Tracy admits to sometimes seeing customers on their worst day. It’s important to keep people entertained and happy while they’re at the shop. The jokes are great icebreakers just as much as they betray the irony of how great the service experience at Frank’s Auto actually is. You can learn more about Frank’s auto and the services they provide on their website www.FranksAutoRepair.net
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