Mac's II has been featured in several articles, both in magazines and newspapers. The business has been written up in Body Shop Business, a trade periodical, The Marketeer, The Henrietta Post, a local newspaper and others.
"Great Service Shines in Unlikely Places" - CBS News
Few people expect car repair places to send them home with smiles on their faces. But a there's an auto shop here -- Mac's II -- that has been managing to do just that for decades...
"A Different Kind of Auto Repair Shop"
The Marketeer // Page 11
The bathroom is huge, spotless, and loaded with plush cloth towels. Not exactly standard fare for an auto repair shop. Neither are the complimentary soda, juice, coffee, and newspaper. Or the $10-off coupons that arrive in the mail. Or the pink carnations that adorn the seat of a just-fixed collision car.
But you will find these perks and more when you bring your ailing vehicle to Mac's II Mechanical and Collision Service, where company president Ken Gan is obsessed with providing "raving fan service". He has gone so far as to hand-deliver boxes of chocolates to volume customers on Valentine's Day with notes that read:"We love your business."
Indeed, Gan and his crew have made believers out of thousands of Rochesterians, including Christine DiGregorio and Tom Ray. Between juggling dental hygiene studies with a telesales job, DiGregorio is always on the go. But she found herself slowed to a halt during the January snowstorm, when another car plowed into her Pontiac Sunfire.
The Mac's II Team: From left, Sean McCombs, Sean Johnson and David Beckett.
Company president, Ken Gan, does not believe in doing business in the traditional way.
She turned to Mac's II for help. Not only did they make arrangements for a rental car, they also fixed her car like new, and threw in a wash, wax and vacuuming, as well as their trademark pink carnation.
Now DiGregorio is a customer for life. So is Tom Ray. A few years ago, while a radio advertisement sales rep, he stopped in to try to sell Gan some airtime. Impressed with what he saw, Ray brought his car in for oil changes. Today, as the local sales manager for Fox 31, Ray raves about Gan's personalized letters that accompany the coupon mailing-and encourages his own staff to communicate with their customers and prospects accordingly.
"Ken understands the value of customers to his business," says Ray, who now brings both of his family cars in for service. "In my job, I see a lot of business owners who ignore their current customers. Not Ken-he's got it down."
Gan-who recently delivered a speech on customer service to Western New York's American Marketing Association chapter-inherited his entrepreneurial spirit from his 82-year-old father, Mac Gan, who opened his first shop in 1935. Today, the pair still work alongside one another every summer, Mac returns from his winter home in Florida. The youngest of four sons and married father of three, Ken Gan is proud of his company's growth. With a staff of 26 and 1998 sales of $2.25 million, the Ithaca, College graduate pays much attention to his staff as does to his customers.
Unlike some body shops around town, the Mac's II shop area is filled with panoramic windows, large name signs at each technician's work bay, and a comfortable working temperature of 68 degrees. Moreover, fun is mandatory. Company events include volleyball, softball, and splatball teams; an annual clambake and excursion to Darien Lake; and a holiday party that starts in a fancy restaurant and ends in a bowling alley.
"My employees are extended family," says Ken, who will not tolerate poor attitudes among employees, which can upset the pleasant atmosphere. Morale among the troops is very high. "They work until 5:30, then they head home. No nights, no weekends. I, myself, leave at 4:45 every day so I can be home with my family every night, and take Tuesdays off. The best part of running the business? Providing a better quality of life for my staff, customers, family and myself."
Body Shop Business // Page 36
- Owner: Ken Gan
- Established: 1935
- Size: 17,000 SF
- Number of Employees: 25
From the moment you walk into Macs II you know this is no ordinary car repair shop. The stylish décor, the friendly staff, and the amenities for customers are all just a small part of the overall customer service which makes Macs II stand out from the crowd. In the waiting area, customers are treated to coffee and soda, while their cars are treated to the best possible service. The 28 repair bays, two paint spray booths, mixing room equipped with ICI Autocolor Shopwatch, and direct repair arrangements with 6 insurance companies are also part of the great customer service that Ken Gan and his staff provide. At Macs II, "a customer should never be in want of anything, never have to pick up a pen, or do anything… They get here, and life is easy; we do everything for them."
"Macs II Gets National Attention in Magazine"
The Henrietta Post // Page 14
Macs II has become a well known local auto repair shop, and now the company has gained national attention as well through a four-page article in Body Shop Business Magazine. Recently Ken Gan, owner of Macs II, was asked to give the keynote address at a meeting of the Central New York Marketing Association. The topic for his speech was, naturally, World Class Customer Service. Ken took over Macs II from his father, Mac, 10 years ago. In that time, Ken has taken customer service to new levels. "Gan wants his customers to leave his shop feeling as though they've been treated with care and respect." Customers are given the best possible service, and so are their cars. "We use only the best parts you can buy. Our technicians are highly trained. This is such a clean, nice shop… Usually when the technicians get here they grow roots under their toolbox." It is this commitment to customers and employees that has allowed Macs II to become the leader in customer service.
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