Having worked in the automotive field for 25 years, Ken Bernard made the decision in 2006 to open his own repair shop. From just one bay, he amassed a customer base of over 400 loyal customers, leading him to lease a five-bay shop in 2012. Around 2015, he purchased the building for himself, upgrading his number of bays even higher.
Located on the high-traffic Boston Road, the building was originally connected to a gas station, which has since been removed. A lot of work has been done on the facility to modernize it and give it the clean appearance it has today.
“We have done tons of construction. It didn't look this pretty when I moved in,” tells Bernard. “We had to rip out the gas tanks, redo the entire parking lot—new roof, new heating, new A/C. I have all new lifts. Everything's been gone through.”
Warm and Inviting
Upon entering the shop, customers are greeted with the service advisor desk. The waiting area has comfortable chairs, high top tables for those with laptops, and a coffee bar placed on custom-made wood countertops.
In the winter, Bernard goes to extra lengths to keep customers in the lounge area comfortable.
“It's cold up here in the Northeast, we're like 19 degrees today. I've got two heaters here that support and make sure that it's always toasty warm.”
For the past couple of years, Bernard has kept what he calls a “vision board,” compiling ideas for what his shop would look like, such as color scheme ideas or different flooring to use. Being in a colder region, it’s especially important to maintain a warm atmosphere in the shop.
Clean and Efficient
Since purchasing the facility, Bernard has upgraded the shop to have seven working bays. It’s also equipped with some of the latest in auto repair technology, including the latest Snap-On tools and a Hunter alignment machine with a 16,000-pound capacity. All lifts have been replaced with Rotary Shockwave lifts.
An extension of the building that was once used as a car wash has now been utilized by Bernard to operate as a section for light maintenance and tires, equipped with two full bays. Doing such a large volume of cars, it’s helped the business remain organized and tidy, which Bernard underscores as essential for success.
“Organization and cleanliness: that's what we do,” says Bernard. “The organization, for sure, has helped us reach a next level of success. I'm always preaching that, whether it's up front with the service advisors, ordering parts on time, making sure the shop is always organized; you can't be efficient if you're not organized.”
