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Front view of Ozark Import Specialist Inc, in Springdale, Ark.

For 25 years Ozark Import Specialist Inc. has served the Springdale, Ark., community and surrounding areas using the same business philosophy as it did when it opened. “If we make the customer happy with their automobile, they'll be happy with us,” said owner Bob Vining. By bringing top-notch automotive repair and continued dedication to their customers, Bob and Naomi Vining have achieved much success.

As the largest independent repair facility in northwest Arkansas, Ozark Import has more than 10,000 square feet with 10 service bays, a large customer lounge, as well as a parts department. The parts department has approximately $125,000 in inventory.

Bob was originally trained and employed as an aircraft tool and die designer. He left this vocation to return to college at Wichita State University in Wichita, Kan. As a student, he began building dune buggies and it didn't take long for Bob's hobby to turn into a career as an automotive technician. Thus was the beginning of Ozark Import Specialist Inc.

When asked what role he plays in the business, Bob responds with, “jack of all trades, but mainly the diagnostic manager.” Naomi performs the duties of office manager. She handles the books, sets appointments and cultivates long-lasting relationships with her customers.

“We have an excellent clientele. I just love our customers,” said Naomi. One example of these special relationships is, Naomi recently had lunch with a long-time friend who some 20 years ago came into the shop as a new customer. The friend moved away for a while but has always stayed in touch with Naomi.

By developing such personal and business relationships with their customers, the Vinings are able to utilize their customers' businesses. For example, one customer is a painter so the Vinings hired him to paint their building. A growing business Ozark

Over the past 25 years, Ozark Import has seen a dramatic increase in its size and customer base. The business has grown more than 100 percent since opening its doors. Today, the business employs a staff of five and performs approximately 40 repairs a week.

Maintaining a high level of quality and efficiency is definitely a challenge in these days and times. Through the Vinings' persistence in offering the highest quality of customer satisfaction, their hard work has not gone unnoticed. Ozark Import has been nominated for the 2000 Arkansas Business of the Year award. “We credit our membership within ASA for our success,” said Bob. They joined ASA in 1988 to gain a new perspective on the automotive repair industry. “We will continue our membership with ASA to keep advancing our expectations and goals,” said Bob.

Along with customer referrals and repeat business, Ozark Imports utilizes the Yellow Pages to meet its advertising needs. It also devotes 80 percent of its advertising budget to improving customer service to generate increased referral business. Community involvement Community and industry involvement play an integral part of the Vinings' business strategy. As for community involvement, they are members of the Springdale Chamber of Commerce and sponsor the local Volkswagen car club. They support the club by paying postage and handling for the club's newsletter, as well as placing an ad in the newsletter. As a Bosch service center, Ozark Import is equipped to handle all makes and models of Volkswagens. The Vinings are avid Volkswagen collectors. They currently have eight antique Volkswagens.

Bob and Naomi got involved with the annual Big Bug Show in Eureka Springs, Ark., eight years ago when the show began. Each year, they provide giveaways, brochures and technical advice at the event. They also display one of their collectibles. This year, the Vinings will show their 1967 Volkswagen Camper Van. The show is expected to draw Volkswagen owners from nine states.

In addition to these community activities, Ozark Import annually hosts a “Customer Appreciation” month. During the month-long event, Ozark Import customers are treated to cookies, punch and freebies. To celebrate their 25th anniversary this year, the appreciation concept was changed just a bit. Ozark Import held a weeklong open house in March and served cake and punch. The local newspaper ran a one-half page article on Ozark Import's history and open house. Naomi also sent invitations to their customers, friends and suppliers inviting them to partake in the celebration. The response was overwhelming. Approximately 350 people came to the shop to congratulate the Vinings for their quarter of a century of business success.

Bob and Naomi are also active within the industry. Bob is a member the National Federation of Independent Businesses (NFIB) and a northwest Arkansas vo-tech advisor. The Vinings regularly attend the ASA Annual Convention and the ASA mechanical division's Congress of Automotive Repair and Service (CARS) meeting. Both Bob and Naomi have earned their Accredited Automotive Manager (AAM) designations from the Automotive Management Institute (AMI).

After 25 years in the automotive service industry, the Vinings are proof-positive of the success that can be had in the automotive repair industry. They are true professionals. The two enjoy traveling in their motorhome and are considering selling the business, retiring and traveling the countryside.

Shop Stats

Name: Ozark Import Specialist Inc.
Location: Springdale, Ark.
No. of Employees: 5
Square Footage: 10,000
Average number of weekly repair orders: 40
On Business:“What I like best about my job is the satisfaction of happy customers.”

Business Driven by 25-Year-Old Philosophy

Shop Stats