But I Could Never Keep It Running Alone
I couldn’t do it by myself. When my wife, Jill, and I first opened the doors to Quality Plus Automotive Service in December 1984, I never imagined that I’d rely so heavily on my team. But there’s no way that I could answer the phones, book appointments, take payments, greet customers, complete oil changes, patch tires, service brakes, complete full repairs and maintenance, manage a team, and focus on customer service and satisfaction all on my own. That would not be fair to my customers, nor would it be effective in delivering the level of service that I’d always dreamed of accomplishing for my customers.
The team that we have in place today is amazing. They are Quality Plus Automotive Service. They are the company, and I’m just the guy that started it up and made it work for a while. Any time I visit a restaurant, dry cleaner, grocery store, or DMV, I take note of the employees and their attitudes and willingness to help because it’s true that the staff makes the magic happen, and you can gather a lot about the business as a whole by looking at its employees.
I currently have about 20 employees that truly make up the dream team — they’re the face of the company. When I hire individuals to join the Quality Plus family, I look for the cream of the crop. For me, this means that I seek out those with fabulous attitudes, morals, and ethics. The way I look at it is that I can always teach and coach them through how to do the rest.
I’m proud to say that I have several team members that have been with the company for 15 years and many that are in the 5–10-year range. Some have even left for personal reasons and have returned a few years later! My goal is to create a happy and healthy work environment where the team is excited to come to work every day. I’ll be the first to tell you that I’m a stern guy, but over the years, I’ve certainly learned that patience and flexibility are virtues, and being understanding, willing to give time off, and supportive are a few of the best ways to reward your team for a job well done.
Delivering excellent customer service can’t be done on my own — it takes a village to make it work and I’m so appreciative and thankful for everyone who proudly represents Quality Plus Automotive Service and keeps our doors open. This Labor Day, my team is at the forefront of my thoughts, and I cannot help but brag about how fantastic they are. I’d like to give a huge shoutout to them and to everyone who works hard each and every day. You deserve a day of recognition! Happy Labor Day!
- Randy Bunn