Laura Aloisio of Dave’s Automotive Repair Enterprises talks
car care and customer service
THERE’S much to be said for putting your best face forward. Clearly Dave Aloisio, owner of Dave’s Automotive Repair Enterprises, knows this. That’s why his daughter Laura sits at the front desk. Behind her, her brother John shouts, and various mechanics pop their heads in, ask questions, and return to their jobs, but Laura is the one who greets every customer. It would be wrong to say Laura is just a pretty face – she remembers her customers, runs the business and makes everyone feel comfortable and satisfied. That’s why we’ve named her employee of the month.
Name: Laura Aloisio
Age: 45
Hometown: Kennett Square
Why do you think you’ve been named employee of the month? I’m really not sure. I guess someone must have been impressed. Maybe you could tell me?
What exactly is your position? I’m the chief cook and bottle washer – I do everything. I take care of customers, handle payroll and receiveables. Marketing is my biggest priority.
How did you end up with this job? I had worked as an office manager in a real estate office, but I took time off to have kids. I was getting ready to get back into the work force when by brother got married. My dad asked me to fill in for John when he went on his honeymoon, and I never left.
What skills are important in the job? It’s important to pay attention to detail but also to be personable and outgoing – to make the customer feel comfortable.
Do you ever have to play host? All the time. People will stay here while they’re getting work done. We have a lot of repeat customers, so the conversation is often a continuation from the last visit: How’re the kids? How’s the family? I try to get to know people so they feel at home when they’re here, because often taking your car to the mechanic is such a negative experience. I try to make it a little bit easier.
What’s the most common problem that comes through your door? Ugh. John? [Turns and shouts back to her brother.] John: “My brakes are squealing,” is definitely the most common.
You have an angry cutomer. How do you deal with it? We don’t really get any angry customers. People are usually really happy.
Can you pretend for the sake of the question? You just have to listen to them, make them feel right and help them get what they want.
What’s your connection to West Chester? I came here for the job. I was living in Delaware and commuting, but I always thought it was important to both work and live in your community, so I moved here.
Are there any perks to the job? Oh yeah. A lot. I mean, free car repair. How great is that?
What’s the most common problem people don’t think of? Probably tire pressure, but I would check with the guys on that. John? [Turns and shouts back to her brother.] John: Tire pressure is one, but so is inspection. People constantly forget to have their car inspected. They come in because their brakes are squeaky, and we have to remind them their inspection is a couple years out of date.
