AUTOINC. ONLINE - Shop Profile

Downtown Import Service Inc. has been in business since 1978 under the direction of Dick Jobe, owner. The shop provides full service specialty mechanical repair on import models, including Volvo, Saab, Honda, Acura and Mercedes. "In 1978, after working for other auto shops, I decided to start my own business at home to provide quality repairs. I started working and specializing in Volvos, believing in their quality and longevity," said Jobe.

Jobe began with a base of approximately 30 customers, when he performed the repairs from his three-car garage. Today, the business is located in the heart of downtown Kansas City, Mo., and has 10 employees who Jobe thinks are the finest workers in Kansas City. Jobe is very active in the day-to-day operations of the business, as well as working as a technician. Jobe likes best, "The satisfaction of diagnosing very difficult problems using the latest test equipment and seeing the satisfaction of the customer when they pick up their car."

D. Jonas, general manager, is Jobe's right-hand person. Jonas writes service, and handles the marketing and any other areas that need attention. Downtown Import Service currently serves 3,000 regular customers and performs 70 repairs per week.

In addition to increasing the customer base, Jobe has also significantly increased his work space. Currently, Downtown Import Service has eight bays, a wash bay, an in-house parts department, a conference room and two commercial buildings. Future expansions include the purchase of property directly next to the shop for additional parking space.

Affiliations
Downtown Import Service has been an Automotive Service Association (ASA) member since 1987 and Jobe has served as the ASA-Kansas City chapter president. He is also a contributing writer to the chapter's monthly publication The Driving Force, and has contributed to the regional publication Parts and People. He has also been a Vocational Industrial Clubs of America (VICA) skills judge. To better serve the motoring public, Downtown Import Service is a AAA approved repair facility, a NAPA auto care center and a Bosch authorized service facility.

Jobe not only is active within the industry, he also gives back to his community. He is a member of the Kansas City Boulevard Beautification committee and is a KCTV Channel 5 community action volunteer.

Technology and training
Jobe's continued effort and commitment to properly serve his customers has kept Downtown Import Service on the cutting-edge of technology. Jobe is the first Bosch automotive master technician in the United States and is also a certified master technician from the National Institute for Automotive Service Excellence (ASE). According to Jonas, "Bosch has told us that we are the most equipped independent service facility around." Downtown Import Service is optimistic that its senior technician will become the second Bosch automotive master technician in the country. "He [Ramon] is working on the last section right now," said Jonas.

Downtown Import Service has also taken advantage of another relatively new technology, the Internet. In August 1997, the business went on-line with its own Web Site (http://drvolvo.com ). The site has the business logo, information on services offered, a technician question area, appointment-setting information, as well as a coupon customers can download to receive a savings on their next visit.

In addition to keeping up-to-date on and using new technology, Jobe also attends and sends his technicians to on-going training courses available. Downtown Import Service regularly takes advantage of training from Bosch, Dale Carnagie, ASA-Kansas City's Vision 2000, Volvo technical service training and A/C Delco semi-conductor training. Jobe is also a member of a bottomline impact group. "Growth and prosperity require constant change. To keep up with customer demographics and technology, you must have constant change," said Jobe.

Marketing
Downtown Import Service has a sophisticated marketing plan that is continuously evaluated and updated. Jonas carefully monitors all marketing campaigns. Along with the Web Site, the business also has a direct mail campaign that reaches all customers once a month. The mailer offers three discounts on various services; these discounts change from month to month. For example, in October, the business offered a $5 discount on an oil change, 10 percent off any previously recommended repair, and a 10 percent discount on labor for factory recommended routine service. "The discounts pay for themselves consistently," said Jonas. By offering the discounts, Downtown Import Service estimates that each month its profits on these procedures double and in some cases triple.

Downtown Import Service sends thank-you cards and letters to customers who have recently had work performed. "We have recently begun sending format letters to existing and prospective customers through our computer program. In two weeks time, we gained 13 new customers from the letters," said Jonas. The shop also participates in mass mailings done by various private companies in the area. The shop also advertises in the newspaper and other community publications.

Downtown Import Service has a very unique business logo. The logo was designed by Jobe's wife, who has a graphics design firm in Kansas City. Jobe uses the logo on all printed material and as the outside sign. The logo won the Kansas City Ad Club's Omni award for best new signage in Kansas City.

Downtown Import Service goes the extra mile to satisfy its customers, including washing and vacuuming every car before returning it to the customer. "We provide down-to-earth service," said Jobe.

Shop Stats

Name: Downtown Import Service Inc.
Location: Kansas City, Mo.
Business philosophy:“All daily activities and repairs performed in pursuit of safety, quality and the right to make a profit.” - Dick Jobe, Owner

Business Uses Technology to Succeed

Shop Stats