Surrounded by a quaint New England neighborhood, Tremont Street Garage Auto Repair is located in Melrose, Mass., seven miles north of Boston. The original repair facility opened some 60 years ago at its current location. Owner Rick White proudly displays a photograph of the shop taken in 1936. Rick purchased the business three years ago and has built a solid reputation with the residents of Melrose. The business is AAA-approved and a member of the local Chamber of Commerce.

Rick began his automotive repair career working in his father's transmission repair shop as a technician. When his father retired he wanted Rick and his brother to become partners in the business. However, Rick did not wish to have a business partner. "My philosophy on partners is partners are for dancing, not business," said Rick.

In the early 1990s, Rick began managing automotive repair shops and attending technical and management seminars to become a top-notch technician and manager. Ongoing education provided a foundation for Rick to build upon and become a successful business owner. "I started taking Automotive Management Institute (AMI) classes to improve my business skills. Being a good technician doesn't guarantee success in business," said Rick. He earned his Accredited Automotive Manager (AAM) designation in 1997 from AMI. Believing in management education, Rick is also an AMI EXCEL 2000 benefactor. EXCEL 2000 is the resource development for the institute.

Staff
When Rick purchased the business it employed two technicians. Today his staff has grown to four technicians, a part-time customer service person, and a part-time cleanup and parts person. His technicians are all certified by the National Institute for Automotive Service Excellence (ASE), with one being a master technician with L1 certification. Two other technicians are both ASE-certified in seven areas, and another is certified in three areas. His father works in the shop on a part-time basis and, according to Rick, his father is a tremendous asset as an employee and as a sounding-board.

In addition, Rick is an ASE master certified technician with L1 certification. He also performs the duties of service advisor. He plans to hire a service advisor, but for the time being he is handling the responsibilities. "It is important for me to revisit this very vital position in order for me to write a comprehensive procedure and policy description for the future employee," said Rick. He is in the process of pulling himself out of the shop as an employee. "I think to be truly in control, I need to work on my business - not in it," said Rick.

Over the past three years, Tremont Street has doubled its amount of work. The shop currently performs 200-210 repairs per month. The 3,600-square-foot facility is very deceiving from the front view of the business. According to Rick, the shop can house approximately nine vehicles at one time. He has recently remodeled the customer waiting area and front office to be more accommodating to customers. Tremont Street is committed to achieving total customer satisfaction by delivering error-free service on a timely basis. "Belonging to Bob O'Connor's bottom line group has been instrumental in helping me grow as a business owner," said Rick.

Marketing
A major accomplishment for Tremont Street this year was developing and following a business and marketing plan. Advertising has played a large role in the success of the shop. Rick uses several advertising methods including the Yellow Pages, direct mailings, a quarterly newsletter, thank you cards and follow-up phone calls. He also has a Web site that provides customers with helpful hints, hours of operation, technician certification and complete staff biographies.

Community
Repaying the community for its continued support of Tremont Street is very rewarding for Rick. He participates in various community activities and programs, including sponsoring a booth at the town's Victorian fair in which the shop sponsors and mans a booth and helps fingerprint and photograph area children for the Kids Care program. The shop has also participated in the Toys for Tots program the last four years and annually takes part in the Halloween festivities where local merchants hand out candy to children in the town's square. Rick encourages children to excel in life through his participation in the Junior Achievement program where he conducts a six-week training program for second graders teaching them the importance of community and of a business' role in the community. He has been teaching this program for the past four years. Rick is also an assistant scout master of his local Boy Scout troop.

In 1998, Tremont Street Garage was awarded two prestigious awards from the readers of the Melrose Free Press. The business received the Readers Choice Award for Auto Repair and the Readers Choice Award for Oil Changes. Receiving these awards reinforced Rick and his staff's commitment to their core principle of treating people the way the staff would want to be treated.

Association and industry involvement
In addition to running a successful business and giving back to his community, Rick also makes time for association and industry involvement. He has been an ASA member since 1995 and has been involved with the ASA-Massachusetts/Rhode Island affiliate since its inception. Rick has served as the affiliate mechanical director, affiliate president and is currently the only original board member to remain on the affiliate board. On the national level, Rick currently serves on the ASA Mechanical Division Operations Committee. He also serves as an ASE/NATEF evaluation team member to help certify area vocational schools' automotive repair programs. Rick also serves on the advisory committees for two area vocational schools.

"I think interdependent rather than independent is more descriptive of the more successful shops. The networking that I have been privileged to has been invaluable," said Rick regarding his ASA membership.

Future plans
Rick feels that to be successful, a shop needs to embrace change and realize that it is the ability to change in both technology and customer service that will determine the amount of a shop's success. "A comment that I heard while attending a seminar that has never left me is, 'If you are not the lead dog, the view never changes.' I think being an idea man is a good way to continue change and growth. What worked yesterday, may not work today," said Rick.

Future plans for Tremont Street include hiring two service advisors and opening a second location within five years. Rick also has aspirations of owning four to 10 automotive repair businesses within 10-12 years.

Rick lives in Melrose with his wife Nancy, daughters Shannon, Ashley and Sarah, and son Eric. He enjoys camping, NASCAR Winston Cup Racing, canoeing, fishing, golf and leather working.

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