Joel (left) and Nathan Baxter stand in the shop area of B&B Auto Repair in Bremerton, Wash. the pair founded the business in 1981.

With the philosophy of offering a "one-stop-shop" experience and optimum customer service, B&B Auto Repair in Bremerton, Wash., is a perfect example of what a high-quality, professional repair facility is all about in today's market. Owners Nathan Baxter and Joel Baxter, AAM, promote quality repairs at a fair price. Their shop specializes in tough repair jobs for autos, trucks, RVs, 4x4s and fleet vehicles.

"That sometimes elusive combination of proper business management, solid marketing and happy customers makes for a happy shop," Joel Baxter said.

B&B Auto Repair is a direct result of the Baxter brothers being automotive hobbyists in high school. Nathan said he began working at a local repair shop after high school, while brother Joel spent 10 years working in the grocery business. But the pair said people kept bringing vehicles to their homes for repair. In 1979, the concept of B&B was created when the two worked on fixing cars and trucks at home. In 1981, B&B Auto Repair became a reality when they purchased a service station and began full-service repair work. "We worked six days a week and every holiday but Christmas," Joel said.

"The service station had two small bays and we often worked outside," Nathan recalled. Added Joel, "We've learned a lot since our early days. We had no money, but we knew where we wanted to be, so we worked hard to get where we are today by building quality relationships, learning how to run a business, and being that one-stop shop for our customers."

Joel and Nathan Baxter recently hosted the West Sound Regional Advisory council at their Bremerton shop for an evening meeting. The council consists of high school and college instructors and industry professionals who work together to enhance automotive training programs in the Kitsap Peninsula region.

In 1991, the Baxters moved to their current facility that has more than 6,100 square feet of space and includes seven standard bays (six with lifts) and two 40-foot bays to service RVs and large-fleet vehicles. B&B Auto Repair also features a clean customer service area, customer waiting room, office, parts room and a large machine shop. "We're perceived as an industry-friendly shop," Joel said. "Other independent shops and dealerships use us for various services because they trust us and know we can do the work. We've survived because we value the work we do and continue to improve our level of service through constant training. We regularly attend ASA-Washington classes offered to the trade, and we take advantage of courses offered each year at the Northwest Automotive Industry Tradeshow (NAIT) that ASA-Washington co-sponsors with other trade organizations."

In the training arena, the Baxters said that both management and technical training have been a major effort at B&B. "We do everything possible to encourage training, and we pay for all employee training programs, as well as ASE certifications," said Nathan. "We all attend technical training courses, and Nathan and I continuously attend management courses," Joel said, adding that he is an accredited automotive manager (AAM) and Nathan is working on his AAM designation.

Much of the Baxters' success is due to their longtime involvement in a Bottom Line Impact Group. That experience has been valuable to them and has helped them become successful business owners and managers. They also said that having their bookkeeper mother around for most of their years in business has kept them on track.

"We don't get away with much with Mom around," sighed Joel.

The clean, well organized shop at B&B Auto Repair reflects the attitude of the optimal customer service that both owners and employees have toward their work environment.

The Baxters said that over the next few years, the type of service they provide will likely change to include more hybrid vehicle and diesel engine service. "Because vehicles are built better and systems don't break down as often, our customer base has to double in coming years," said Joel, adding that because they are housed in a Navy town (the Bremerton Naval Shipyard is one of the nation's largest such facilities), their business fluctuates between $800,000 and $1,100,00 a year. "Our work orders range between 120 and 160 per month, generally based on troop deployments."

Industry involvement has been another key element in B&B's success over the years. "Chip Keen (the immediate past chairman of the board of ASA-Washington) got us involved in ASA by inviting us to meetings in 1991," said Joel. "We started networking with other shops, and attending technical and management training programs. We eventually formed the Olympic Peninsula ASA unit, and I have been an officer of the unit ever since. I also served as the Mechanical Division chairman for ASA-Washington in 2001, and during 2002-2003, I served as secretary of the state organization. Today, I am the national delegate representing ASA-Washington, and that has been a tremendous experience so far." Because of Joel's activism with local and state ASA affairs, the state organization named him its Outstanding Member of the Year in 1999.

The service and repair staff at B&B Auto Repair includes (left to right) Nathan Baxter, co-owner; Dave Blakeslee, service adviser; Matt Boerner and Mike Gutierrez, both ASE master technicians; and Joel Baxter, co-owner.

The Baxters said they have also been active in their local community. The firm has been a member of the local Chamber of Commerce for many years and has supported many of the Chamber's community efforts during that time.

For many years, Joel has been involved with support of local high school automotive programs and the Olympic College automotive technology program, and said he has served on several advisory councils. In 1994 he received the Outstanding Service Award for his service to local schools, and in 1999 he received the Award of Merit from the West Sound Technical Education Consortium for his longtime dedication to automotive education and for service as president of that group. In March, the Baxters hosted the regular meeting of the high school and college advisory councils at their shop.

Joel was also named the 2001 Industry Leader of the Year by the Northwest Automotive Boosters for his industry involvement, including his longtime dedication to the Industry Technicians Education Coalition (ITEC), a non-profit organization that creates and implements high-quality technical education training programs at colleges in the Northwest and across the country. He has been the president of ITEC for the past six years.

"It wasn't until the late 1990s that Nathan and I really learned how to run a business," said Joel Baxter. "We owe a lot to our friends at ASA, the Automotive Management Institute and the Bottom Line Impact Group. I can't express how much the classes, networking, and benefits of belonging to ASA have meant to us and our families. We stay with ASA for the same reasons we joined originally, but now we are going through the process with friends."

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