February 1998 marked a milestone for Mike and Kathy Draskovic, owners of Mike's Auto Tech in Glendale, Ariz., as the husband and wife owners celebrated 10 years in business. According to the two, the last 10 years have been an adventurous, educational and fun experience.

The following interview with the Draskovics reveals their 10-year journey in the automotive service industry. It also offers insight into their pursuit to provide top-quality automotive repairs.

In the beginning
Mike's father, Frank Draskovic, owner of Frank's Auto Repair and Alignment in W. Middlesex, Pa. (who is also an ASA member), started his business in June 1965. Mike was only five-years-old and his mother knew he was destined to be an automotive technician when his first words were "water pump." According to Kathy, "Frank's business is located next door to the home where Mike grew up. So, Mike literally was raised in the business."

In October 1987, Kathy called Mike at his job at the time, working as manager of Thunderbird Chevron in Phoenix, to tell him she had requested all the applications from state and city governments and that the two would be starting their own business in February 1988. Mike was unsure of taking such a risky step and basically told Kathy she was crazy. The projected opening date was off by only 15 days; Mike's Auto Tech opened its doors for business on Feb. 15, 1988.

Mike remembers that, at the time, he had a 1982 Ford EXP that needed a motor. He decided that if things slowed down in the business and if they needed some extra money, he would fix the Ford and sell it. For almost eight years, the Ford was a sense of job security to the Draskovics. "We were constantly reminded how busy we were, because the EXP was still sitting there. Finally, after that long in the Arizona sun, we gave up on that car and sold it as is. Business is still good," said Mike.

Expanding the business
"When we started the business in 1988, we started it out of our two-car garage, in our little 1,294-square-foot house," said Mike. The Draskovics had a large side yard just off the garage that they paved and used for parking vehicles.

In May 1989, the business moved to its present location in Glendale.

At that time, Mike's Auto Tech rented only half of the space it currently occupies.

Today, Mike's Auto Tech has approximately 2,400 square feet. The office and customer waiting room take up 3,000 square feet, with additional work bays and parking of approximately 5,000 square feet outside.

"When we started, we didn't just jump in. We have added every piece of equipment one by one. In addition to the engine analyzer we already had, our first purchase was a used brake lathe, and it's still going," said Mike. Kathy and Mike investigated and purchased every piece of equipment with a lot of thought. The majority of the early equipment purchases were demos, repossessions or were bought at the local swap meet. "Ten years ago, it was easy to just buy one piece of equipment at a time. Today, however, someone would need to invest thousands in order to make the simplest of repairs," said Kathy.

"Within the next few years, we would like to own our own building. We know where our 'comfort zone' is and have continued to fine tune our organization a little each day," said Mike.

Educational background
Kathy has an accounting background that enables her to oversee the entire office duties effectively. In high school, Mike attended vo-tech school. "Because Mike was an honor student, his dad had to go before the school board and fight for Mike's right to attend the auto class. They felt Mike could go on to any profession, and they needed to leave the automotive class open for failing students that didn't have any other choice. The board changed their minds when Mike's dad asked if they wanted a dummy working on the brakes of the vehicle their families ride in," said Kathy. Mike received his diploma and was awarded the "Most Outstanding Student" award from the automotive class. In 1980, Mike graduated from Gannon University in Erie, Pa., with an associate's degree in small business management.

Mike is a National Institute for Automotive Service Excellence (ASE) Master Technician. He earned his ASE L1 certification in 1994, the first year the test was administered. "Education is an ongoing process. We feel that the only shops that will make it in the next few years are those dedicated to attending training," said Mike.

One of Mike's greatest accomplishments, and one he is most proud of, is that he is an Eagle Scout - the highest rank in the Boy Scouts of America. "You would be amazed how many customers see his certification on the wall, and the ones who know what it is and how hard it is to earn always give him a firm hand shake," said Kathy.

Employing family, technicians
"Working together is the only way we know how to run this business," said Mike. Customers often ask the Draskovics how they manage to work so well together. The two enjoy working together and feel it's nice to be able to discuss solutions or share frustrations during the work day. According to Kathy, it's also nice to give an encouraging hug when things get overwhelming. "Not that Kathy hasn't quit once or twice, but it's usually not long until she returns. She gives herself a raise and comes back to work," said Mike.

When the business opened, Kathy and Mike were the only employees. Mike would diagnose the problem, while Kathy would help with the repairs. Kathy also performed lube, oil and filter changes, and brake and transmission repairs. Mike describes a humorous story the two still find amusing, "One day Kathy couldn't get a transmission pan loose. She kept asking me for help, but I was also very busy. That's when she learned the important rule of leaving at least one or two bolts in the pan. Just as I walked over to my toolbox, the transmission pan gave way. It flipped one way, knocking the drain pan the other and giving me a transmission fluid bath." The Draskovics believe maintaining a sense of humor works best for them.

In July 1997, Tawnya, the Draskovics' 19-year-old daughter, went to work at the shop. Tawnya adds another element to the term "family-owned" business. She handles customer questions in a professional and precise manner. "We don't have to worry about what or how much she knows," said Mike. The Draskovic family also consists of 11-year-old Joshua and eight-year-old Jessica. The two younger children also help when needed in the family business.

In addition to the two owners and the Draskovics' children, Mike's Auto Tech currently has two full-time technicians. The technicians strictly work on vehicles, while Kathy, Mike and Tawnya handle the administrative duties. "Our lead tech, Bruce Hanson, has been with us for two years and has 25 years of experience. Gene Goering has been employed with us for five years and brings 15 years of experience to the shop. Both techs are ASE-certified and are eager to continue their education and training," said Kathy.

Mike's Auto Tech holds its employees in the highest regard. The Draskovics view their employees as "internal customers," and treat them with respect and dignity. In addition to providing a positive work environment, the shop's employees also have a well-rounded benefits package.

The Draskovics pay for and encourage ongoing training and certification. They also provide health insurance after three months of employment, and paid holidays and vacations. Another incentive is a bonus that is paid to employees who do not use any sick days during a calendar period.

Running the business
Mike's Auto Tech is open Monday through Friday, 8 a.m. to 6 p.m., and during this five day work week will repair approximately 40 vehicles.

"We have several fleet accounts in the area. They have really helped to sustain our business," said Mike. Due to increased business over the years, Mike schedules all work by appointment only. By using this method, business is typically booked a week ahead.

"Our business is 95 percent word of mouth, which provides an element of trust among the customers referred to the shop. We are listed in the Yellow Pages under the ASA heading, but other than that, we do not have any other form of paid advertising," said Kathy. By not advertising, Mike's Auto Tech recognizes its fortune in remaining busy enough to be selective about the vehicles that it repairs.

After repairs are completed, someone, whether it's Mike, Kathy or Tawnya, discusses every charge on the work order with the customer. The customer is shown all replaced or damaged parts and given an explanation of the repair. "It is very time consuming, but we find that it adds to our credibility. We are also ensuring our future in the way we handle the customer when they leave. We take pride in our work and find it very important to educate the customer," said Mike.

Mike's Auto Tech believes there is enough legitimate work to be performed without selling customers things they do not need. "All you have to do is look at the traffic that passes by our shop to know all the potential work available. We believe in treating people fairly and honestly," said Mike.

According to Mike, every day is a challenge and he and Kathy really enjoy helping people. Kathy and Mike are very devoted to their business and cannot think of anything else they would rather be doing.

Association/industry involvements
Mike and Kathy both became active on the ASA-Phoenix/Metro chapter board of directors in 1990. Kathy has served as both chapter secretary and treasurer. She currently serves as ASA-Arizona treasurer. Kathy also is the Supervisory Committee chairman for the Chevron Employees Federal Credit Union. Mike has served as the ASA-Phoenix/Metro chapter mechanical vice president and currently holds the position of secretary. He has also served as the committee chairman of the chapter's car care clinic for the past four years.

"Mike's dad has been an ASA member for more than 30 years. Of course it wasn't ASA at the time, it was known as IGO (Independent Garage Owners). Growing up in the automotive business, Mike attended many ASA functions. Mike knew the value of the association because of his dad's involvement. For us, joining ASA was a mandatory step in this industry. In this business, new regulations, new technology and new laws are coming at us faster than we can keep up with. Through ASA, we have received information that we otherwise might not have been exposed to," said Kathy. Mike's Auto Tech has been an ASA member since 1989.

The Draskovics believe that ASA gives them unlimited resources and unlimited growth potential. "It is where you can find your mentors and someday be a mentor to someone else. As with any organization, you only get out of it what you put in. Be active," advises Mike.

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