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Pictured is the ACDelco Busch Series racecar in front of Francis Automotive Services.

As the United States prepares for the first anniversary of one of its most horrific tragedies, one Automotive Service Association member knows he has done what he can to help in the healing process.

John L. Francis Jr., AAM, owner of Francis Automotive Services in West Chester, Pa., put together a program to raise money for the United Way 9/11 Fund. He could have just made a donation to the fund, but he was so compelled to be part of a bigger solution, he determined it best to get his customers and local community involved in the project.

The fund-raising event was held May 29 at Francis Automotive and offered motorists a free lube, oil and filter change for a donation to the 9/11 Fund. The amount of the donation could be any size. As the event began to get publicity, more people wanted to get involved.

“The more people we told about it, the more they wanted to help. My brother, Donald, a supermarket manager, got vendors to donate 200 hot dogs, sodas, chips and water for the event. And a local florist even donated an arrangement for the waiting room,” said Francis.

Industry members Quaker State, ACDelco and Federated also got involved. “Quaker State donated the oil and brought their Monster Truck in for the day,” Francis said. “ACDelco and Federated gave us the oil filters and we had customers help with the traffic.” In addition, ACDelco displayed the Johnny Sauter Busch Series racecar and the local radio station WXTU 92.5 had a live remote for an hour and one-half.

The event was a family affair that included Francis' wife and his son, John, who is also employed in the business. In addition, said Francis, “My brother, Donald, did the cooking and my daughter, Kim, and her boyfriend, Mike, took off work to help. My other brother, Michael, is a policeman and is on active duty with the 177th fighter wing. He was here too. And one of my tech's son, Andrew, and four local police officers were also on-hand to help out.

Quaker State displayed its monster truck to assist in the fund raiser.

“It was one of those days where you go home dead-tired, but knowing you, as a team, made a difference. We raised $1,700 for the United Way 9/11 Fund and performed about 70 lube, oil and filter changes. I believe we had a couple hundred people stop by. The day would not have been possible without Lynn, my receptionist, and the dedicated work of my techs: John, Mike and Frank. They worked nonstop behind the scenes without a complaint.”

The same driving commitment Francis used in putting together the fund-raiser is what makes his automotive business such a success. When he was 14 years old, Francis began changing oil in trucks for the company where his father was employed. He opened Francis Automotive Services Inc. in 1979. The business began with one bay and Francis as the only employee.

Today, Francis Automotive has eight bays and five employees. The business performs approximately 65-75 mechanical repairs per week in a 4,500-square-foot, state-of-the-art facility. “We believe in providing an honest, quality service at reasonable prices,” said Francis.

To achieve this, Francis Automotive has invested in top-of-the-line equipment including hand-held and stationary test equipment, computerized systems that provide technical information on all cars, and safety and emission test systems. Francis Automotive is an ACDelco Authorized Service Center.

To stay abreast of the latest changes in the repair industry, Francis is an advocate for ongoing training. “Our technicians have been rigorously tested and certified by the National Institute for Automotive Service Excellence (ASE). I believe constant training and recertification keep my technicians current,” said Francis. He is an ASE master-certified technician and his staff is 25 percent ASE certified, with 75 percent master-certified.

In addition to technology training, Francis is also a proponent of management education. He earned his Accredited Automotive Manager (AAM) in 1993 from the Automotive Management Institute (AMI) and continues to attend various management seminars around the country. He also served as an AMI trustee from 1994-1997. For his commitment to industry education, Francis received the AMI Annual Recognition Award in 1992.

Patrons of Francis Automotive immediately recognize the professionalism from the moment they enter the business. “The heart of the business is our well-designed and maintained workshop. Our technicians take pride in working here and this is reflected in the quality workmanship that has become a Francis Automotive hallmark,” Francis said. Francis Automotive takes every effort to make the repair process as painless and convenient as possible for the customer through the various services it offers. “We also encourage all our customers to ask questions about any of our services, capabilities or pricing methods,” said Francis.

Francis Automotive provides its customers with several benefits - including free loaner cars, a night drop and pickup service, extended service warranty work and a guarantee on parts and labor. “Our guarantee is unsurpassed in the region,” said Francis.

Local radio station conducts a live remote at Francis Automotive during the fundraising event.

Customers also have the option of waiting for the repairs to be completed, when feasible, in a comfortable, clean waiting area. Appointment setting is highly encouraged and made easy through online capabilities, as well as phone-in appointments. By prescheduling the day's work, Francis Automotive produces the highest level of quality work. “However, we do understand that vehicle repairs are not always planned, and we make every attempt to accommodate those whose vehicles break down unexpectedly,” said Francis. To further assist customers and possibly prevent the unexpected, Francis Automotive provides automotive service reminders via e-mail.

In June 2001, Francis provided an intangible benefit to his customers and the automotive repair industry. He gave an on-board diagnostic (OBD) information availability demonstration, in Washington, D.C., to members of the U.S. Congress and congressional staffers. Francis and his son educated congressional representatives of the importance of making repair information available to independent repair facilities, thus providing consumers a choice in selecting who repairs their vehicles. Francis put on a similar demonstration this July in advance of a U.S. Senate subcommittee hearing on the Senate Bill 2617, The Motor Vehicle Owner's Right to Repair Act.

As a result of his efforts to improve the automotive repair industry, Francis holds memberships in several organizations, one of which is the Automotive Service Association. Francis has been an ASA member since 1980 and has held numerous elected positions at the local and state levels. On a national level, Francis served five years on the ASA Mechanical Division Operations Committee. He was also chairman of the 2001 Congress of Automotive Repair and Service (CARS), the premier educational event of the ASA mechanical division.

Accordingly, Francis has been recognized for his tireless industry work. This year, he was awarded the ASA Legislative Award for his impact on legislative and regulatory issues. For his community involvement and dedication to the industry and his business, Francis was also presented with the ASA Alpha Award. He is a two-time winner of this award. In addition to his service to ASA, Francis served as an ASE board member from 1992-1998.

As demonstrated by his fund-raising efforts, Francis is a strong believer in community involvement. Francis Automotive provides community support on a regular basis through its sponsorship of a little league team, as well as an ice hockey team. He is also a member of Masonic Lodge No. 744 and is a 32nd degree Master Mason.

Future plans for Francis Automotive include increasing sales and possibly adding a technician. The one constant that remains for Francis Automotive is to provide quality auto repair with the highest integrity.

Running an independent automotive repair facility can be, at times, all consuming. However, with professionals such as John L. Francis Jr., who consciously take the time to make a difference in his industry, and more importantly, his community, the United States and the industry are stronger and better than ever.

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Name: Francis Automotive Services Inc.
Location: West Chester, Pa.
No. of bays: 8
No. of employees: 5
On family members in the business: “It is an honor and privilege to have my son, John, working with me.” - John L. Francis Jr., AAM

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