Exterior of C&M Auto Service's Vernon Hills location.

President John F. Kennedy once said, "Change is the law of life. And those who look only to the past or present are certain to miss the future." For almost 20 years, Chuck Hartogh and Mike Starovich have made it a priority to never miss what the future holds for their automotive repair business. For these forward-thinking shop owners in Illinois, the future lies in how they operate their business today.

Hartogh and Starovich are co-owners of C&M Auto Service Inc., a complete mechanical repair facility with locations in Glenview and Vernon Hills, Ill. The two locations handle approximately 190 vehicles per week with services ranging from oil changes and brake service to advanced driveability diagnostics and engine replacements.

But one thing that distinguishes C&M Auto Service is the owners' commitment to shop connectivity. At both locations, every technician has a computer in his bay with access to the shop's management system and Internet resources. In addition, each tech has e-mail and a telephone with voicemail in his bay.

C&M Auto Service provides each technician with a computer in their bay, connecting them to the shop's management system and Internet resources. Pictured is Scott Shoellhorn at his personal kiosk.

"Our technicians have a wealth of information at their fingertips," said Hartogh. "Information fixes cars."

Shop connectivity didn't happen overnight. It began in 1989 when Hartogh and Starovich installed a three-computer network - one in the bays, one in the front office and one in the main office.

"What we saw, however, was a need to get the information in the service bays and increase our efficiency," Hartogh said.

So in 1995, the second network was implemented, which allowed every technician to have a computer in his bay. And according to Starovich, efficiency and communication increased exponentially. Today, C&M's technicians access the International Automotive Technicians' Network (iATN), original equipment manufacturers' Web sites, and the ALLDATA Online service direct from their service bays.

In fact, when the second computer network was installed, Hartogh and Starovich discovered it was more efficient for their technicians to build their own computerized estimates, and eventually order their own parts from their computer terminals. According to the two owners, this system was implemented under the philosophy that the person actually completing the repair is the one most qualified to know how much time is required and which parts are needed. After the technician makes his recommendation, a service adviser looks over the estimate and conducts a visual inspection of the vehicle with the tech. This provides an efficient checks and balances system for the shop.

Mike Starovich (left) and Chuck Hartogh are co-owners of C&M Auto Service.

But C&M isn't above its competition only in regard to shop connectivity. Both owners pride themselves on the caliber of employees they hire, the workmanship of the performed repairs, and the utmost satisfaction of their customers.

"We focus on our core values, which is delivering superior customer service and performing the highest quality repairs. Our value to customers is our service and quality," said Starovich. "You will never find coupons, discounts or sales of any sort in our marketing strategies. We strictly sell the service experience. If you want to get technical, we're not in this business to fix cars. We're in the customer service business, and cars are just the vehicle to get us there."

To ensure the highest customer service ratings, Hartogh and Starovich recently established a Customer Advisory Board. The board is currently comprised of 11 members, consisting of customers from both locations. The goal of creating this board was to seek input from the people the facility serves and to find out what the shops can do better to serve their customers' needs. Among the benefits of this input will be the eventual implementation of a customer referral program.

Appearance Specialist Antonio Alvarez details a BMW X5.

To serve its customers better, C&M provides vehicle pickup and delivery, complimentary loaner vehicles for all customers regardless of the type of repair work, courtesy shuttle transportation, and hand-washing and vacuuming of most vehicles before delivery.

Both Starovich and Hartogh attribute the success of their business and high customer satisfaction to the dedication of their employees. When C&M Auto Service first opened in 1984, the company had two employees. Now, nearly 20 years later, the company employs 35 individuals. And every one of these individuals is committed to delivering a quality finished product to the shops' customers.

"What makes us unique is that all levels of our staff are concerned about the quality of the finished product and how we can better meet our customers' needs. This entails everything from making sure the customer waiting area is clean, to taking a vehicle on an additional test drive or two to be sure the customer's concern has been resolved," said Hartogh. "To achieve this level of commitment with our staff, we first hire enthusiastic employees who have the right attitude and who embrace the philosophy we have established in our nearly 20 years in business."

The Vernon Hills location has an in-house training room, which is used for technical training classes, consumer car clinics, consumer focus groups and staff meetings.

This business philosophy centers around striving to be the best in the business. The two owners pride themselves on the integrity of the shop and workmanship.

"The individuals at C&M have diverse educational backgrounds from social services and counseling to public service and publishing. That's what helps to make our company strong," Starovich said.

And to keep their employees up-to-date on the changing industry, each technician is required to attend a minimum of 40 hours of training per year. Hartogh said this training is completely paid for by C&M, in part, because it is so important to the shop's success.

In fact, all of C&M's journeyman technicians are ASE master and L1 certified. The company also requires all customer service personnel to be ASE-certified service consultants, including the two owners.

Both owners play a different role in the business, which contributes to the success of both facilities. Starovich handles the business from an operations standpoint, including sales, customer service and shop workflow. Hartogh is responsible for the technical side of the business, which entails technical training classes, equipment upgrades and purchases, and assisting technicians with problems.

Inside the Glenview location.

"We're very hands on, and our partnership enables us to focus on the business side of our company as well as the technical side. We're able to look on both sides of the fence," said Hartogh. "Having that diverse background between the two of us gives us powerful insight and helps us to make educated decisions."

The shop's marketing effort revolves around a direct mail campaign, which C&M implemented in 1985 in the form of a full-color, tri-fold informational brochure. The brochure was initially sent to every household in Glenview, Ill. "The phone started ringing and didn't stop for a year and a half," said Starovich.

Eventually, about 2,000 brochures were sent per week to different residents in Glenview, Ill. Now, the shop mails about 7,000 per week between the two locations.

Starovich and Hartogh are adamant about C&M being involved in community activities. The list of community activities the shop and its employees are involved in is long and complete. The list includes offering automotive education courses for local education programs; hosting the Woof & Wheels Wash, which benefits Canine Companions for Independence, an organization that breeds and trains skilled dogs to assist disabled individuals. Also, sponsoring Little League teams; raising money for Maryville Academy, the largest child-welfare facility in Illinois; and recently performing $2,600 in repairs for an inoperable animal transport van for Save-A-Pet Adoption Center at no charge.

C&M Auto Service handles approximately 190 vehicles per week with service ranging from oil changes to engine replacements. Pictured in the interior of the Vernon Hills location.

In addition, the shop works with Scout troops, local high schools and elementary schools, and other youth organizations to educate kids and teenagers about the automotive repair business, automotive career opportunities, and vehicle maintenance and roadside emergency procedures.

"From a technical perspective, it would be a refreshing change to see parents and schools promote the automotive industry to their children as a viable career opportunity. This is a highly technical field. It requires a high level of technical skills, as well as math, science, electrical theory, physics and communication skills," said Hartogh. "It's fast becoming a very specialized career, and I would like to help parents, children and guidance counselors understand and appreciate that."

Both Starovich and Hartogh want to see their business continue on a steady growth plan. When it makes sense to do so, the two plan to open additional facilities. But above all, they are continuing to keep up with changing automotive technology and are ready to adopt these changes within their business climate.

"Ultimately, with any decision, three things have to be met: what's best for the customer, what's best for the employee and what's best for the company. All things have to be equal," said Hartogh. "At that point, you have a finished product that meets everybody's goal."

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