AUTOINC. ONLINE - Shop Profile

According to Tom Fadely, AAM, his natural mechanical ability is what drove him to the automotive service industry more than 37 years ago. "I tore everything apart I could get my hands on and put it back together," said Fadely. The owner of Fadely's Auto Masters in York, Pa., said he enjoyed working with his hands and, before he could even drive, he had the opportunity to use these abilities to repair vehicles.

The enjoyment and desire to complete repairs properly prompted Fadely to open his own mechanical repair business in 1977. The first location was a rented building with three bays. Fadely and one other technician were the staff. After one year in business, Janet, Tom's wife, left her then part-time job and began working side by side with Tom in the family business. Tom's father also helped by performing maintenance work and is sadly missed since his death in 1992. Staff

In 1983, the Fadelys had the opportunity to purchase their present location which was a newer, larger building. Improvements resulting from the move consisted of installing lifts and a front-end machine. The business used only half of the workable building space and rented out the other portion. In 1987, the Fadelys determined that the remaining portion of the building was needed to continue the steady growth that had occurred over the years. During this expansion the shop added a parts room and an employee area. Two more working bays, a wash bay, a dead bay and two lifts were added in 1989.

The Staff
Today, Fadely's has 2,400 square feet and employs eight highly qualified people. Tom performs the duties of president and technician. He is an ACDelco-certified technician, and a National Institute for Automotive Service Excellence (ASE) Master-certified and L-1 certified technician. Janet serves as company secretary/treasurer handling the accounting responsibilities, as well as working in the front office. Fadely's Auto Masters' staff is comprised of technicians Gregory Loyd and Ray Harlacher; Eileen Harlacher, part-time office personnel; and James Meckley, part-time maintenance personnel. The Fadely's sons, Bret and Chad, complete this successful business owned and operated by the family. Bret is the office manager, and Chad specializes in under-car services and other repair responsibilities. All the technicians at Fadely's are ASE-certified. Techs

Technicians (l to r) Greg Loyd, Chad Fadely, Tom Fadely, AAM, and Ray Harlacher.

"The advantages of a family-owned and operated business are knowing your business may carry on the family name into the next generations. I have found that customers feel more comfortable dealing with a family-owned business. We can also provide them with a more personal touch," said Fadely. But with every positive, there is a negative, and spending too much time together is the disadvantage, according to Fadely.

Business affiliations
As a new independent business owner, Fadely realized early on the importance and need for professional affiliations. "I believed then, as I do now, association membership and involvement are vital parts to a business' success," said Fadely. Believing in associations, he joined ASA in 1978. Tom and Janet attended their first affiliate annual convention that year and have not missed one since. The two have also attended all the ASA annual conventions since 1984, with the exception of one. Attendance to the Congress of Automotive Repair and Service (CARS) has also been a priority to the Fadelys. Both Janet and Tom have earned their Accredited Automotive Manager (AAM) designations from the Automotive Management Institute (AMI).

At the 1998 ASA annual convention in Florida, the Fadelys witnessed their son Bret receive his AAM designation. The Fadelys are very proud to be one of five second-generation businesses to earn the AAM designation.

Since joining ASA, the Fadelys have dedicated their time and expertise to the association through their volunteer leadership. Tom began his association service at the local level, where he held every chapter position. On the affiliate level, Fadely also held every position and has just completed his term as treasurer of ASA-Pennsylvania. From 1991 to 1994, he held the position of affiliate director to the national board of directors. He has also served on the ASA Mechanical Division Operations Committee. Janet has served the association throughout the years as chapter secretary and treasurer. Bret is continuing the family involvement by taking on the responsibility of the chapter newsletter and monthly mailings.

Fadely's Auto Masters has earned the Gold and Green Star Shop designations from ASA-Pennsylvania for meeting certain requirements in the areas of training, certification and environmental practices.

In addition to ASA affiliation, Fadely's Auto Masters is a certified NAPA AutoCare Center.

Business philosophy
Fadely's Auto Masters has always dedicated itself to providing the best possible quality and service to its customers. The phrase, "The Ultimate in Automotive Service and Equipment," appears on all promotional material the shop distributes. Due to this customer dedication, approximately 15 original customers from 1977 are repeat customers today. "Our shop's motto is to give the customer more than they expect," said Fadely.

To provide top-quality service, the Fadely's follow three important rules of thumb: use state-of-the-art diagnostic and repair equipment; continually provide proper training and education to employees; and provide easy access to technical information. "Education and information availability are the first lines of defense," said Fadely. The only thing he would change about the business would be to have the opportunity to hire qualified technicians and have more candidates to choose from.

Marketing strategy
Fadely's Auto Masters has found that direct mail has been the most successful form of marketing. Direct mail pieces are sent to both existing and new customers. Another avenue the Fadelys use is radio. Tom has hosted a call-in talk radio show for the past four years. This offers an opportunity for him to help the callers, as well as promote the business and ASA affiliation.

The business takes advantage of the ever-changing, ever-developing Internet through its Web site. The site provides information on services offered, background on the employees, technician certification and e-mail capability to communicate directly with the shop. The site can be accessed at http://www.automasters.com.

In 1997, Fadely's Auto Masters celebrated its 20-year anniversary. To celebrate this milestone, Fadely's hosted an open house for their loyal customers. Approximately 150 people attended the celebration and enjoyed a day full of food, fun and information. The Fadelys use these "customer appreciation" days to thank their customers for the continued support and patronage they show the shop.

Tom also dedicates time to his community. He serves on the advisory board of York's vo-tech and helps with the committee's career fair. For more than 12 years he has also held the position of chairman of the local car care fair.

Fadely is also active in the local Lion's Club and is an active member in his church's activities and presently serves on the church council.

Shop Stats

Name: Fadely's Enterprises d.b.a. Fadely's Auto Masters
Location: York, Pa.
Square Footage: 2,400
No. of Employees: 8
Work orders per week: 30
Hobbies: Janet collects cookie jars and Tom collects petromobilia, including oil cans and hand oilers. The two also enjoy camping, golfing and, of course, spending time with their grandchildren.
Web site: http://www.automasters.com
On business:“Being able to fix the customers' vehicles when no one else can is what I like most about my job.” - Tom Fadely, AAM

Industry, Community Involvement Aids Shop's Success

Shop Stats