BUSINESS: Bob Howard Nissan
Automobiles have come a long way from their early beginnings of coal gas engines to the complex machines they are today. While the advancements in automotive technology have evolved to meet the needs of modern consumers so have the specialized technicians who work on them. According to Kristal Beat, service manager for Bob Howard Nissan, “Nissan Master Technicians must be ASE (Automotive Service Excellence) and Nissan certified.”
Often the importance of specialized training in the automotive industry is similar to that of a medical specialist, going beyond general knowledge to meet specific needs. “Our technicians are highly trained in overall automotive repair, though we specialize in Nissans. If they have an idiosyncrasy, we’re going to know about it before the average mechanic because we deal with Nissans every day,” said Beat.
With three Nissan Master Technicians, one Nissan Technician Specialist and three apprentices, Beat describes their purpose for training and giving top-notch service to their customers. “It’s not always possible to find technicians that are certified so we tend to ‘grow our own.’ We have technicians that have been with us over 20 years and a service advisor that’s been with us for 13 years. We send our techs to train for the certifications they need to provide our customers with the best service possible.”
Training their technicians has proven beneficial to their customers and given the staff a sense of pride. “Our shop foreman and lead master technician, Tim Hayali, entered an exclusive worldwide Nissan contest a few years ago that allowed only platinum-level technicians to compete. Hayali was one of three technicians from the U.S. that went on to compete in Japan. Of all the technicians who entered, he won third place. It’s satisfying to know what we have to offer our customers.”
Being exceptional to Bob Howard Nissan means creating family relationships and offering professional service at a fair price within a fair amount of time. “We’re like family and we try to treat our customers like family. If our customers have a problem, we want them to be able to talk to us so we can fix it,” said Beat.
Bob Howard’s shuttle service, follow-up surveys and food basket in the customer lounge are simply added benefits designed for their customers’ needs. “When Nissan owners have a need, we want them to come to Bob Howard,” explains Beat. “Car repairs are not exciting. It’s not tangible like going to the mall and spending a hundred dollars. But we want to make it as painless as possible. The misunderstanding is that repairs done at a dealership are too expensive and can be done cheaper somewhere else. The truth is we can save them money by getting it fixed right the first time.”
Bob Howard Nissan is located at 13200 N. Broadway Extension. For more information on services, call 302-3421.