Behind every thriving independent automotive repair shop lies a team that not only delivers expert repairs but also treats customers with the kind of care and respect that fosters loyalty and positive word-of-mouth referrals. Rad Air Complete Car Care stands as a prime example of this principle in action.
Since establishing Rad Air Complete Car Care in 1975, Andy Fiffick has expanded his business from a single location in Parma Heights, OH, to encompass three company-owned facilities and nine franchises across Northeast Ohio. Throughout this journey, staffing has consistently been a cornerstone of his success.
“At our Parma Heights shop, we have a team of four technicians and one apprentice,” Fiffick states. “Across all locations, we employ roughly 55 technicians and five apprentices. We ensure all our technicians achieve ASE certification as they advance their expertise. We are committed to continuous learning, regularly inviting industry leaders to conduct in-house training programs for our staff annually. We actively encourage, mandate, and fully fund our technicians’ annual education updates.”
This dedication to education includes factory-level training through the ACDelco TSS program, manufacturer-led training clinics, and sessions with renowned contract trainers like John Anello, Craig Van Battenburg, “G” Truglia, and Sam Bell.
“Our general manager meticulously schedules regular in-house training initiatives, guaranteeing that Rad Air technicians receive the necessary training to proficiently handle the diverse range of repairs undertaken in our shops,” Fiffick explains. “We’ve observed that lunch-and-learn sessions hosted by parts manufacturers are particularly effective in keeping our team informed on the latest industry advancements regularly.”
By fostering a culture of continuous learning and mutual respect, Rad Air rarely faces challenges in recruiting qualified technicians for its expanding network of locations.
“We’ve cultivated a strong reputation locally as an exceptional place to work, leading many technicians to approach us directly,” Fiffick notes. “We also maintain close partnerships with numerous local vocational programs and colleges to connect with emerging talent. Annually, at the Cleveland Piston Powered Auto-Rama, we organize a high school vocational automotive repair challenge, inviting student teams to participate in a timed diagnostic and repair competition. This event has proven to be an invaluable platform for meeting talented young technicians embarking on their careers.”
Customer Service: A Core Car Care Tool
While word-of-mouth recommendations remain a significant source of new clients, Rad Air also utilizes direct mail campaigns and traditional advertising methods like magazine and newspaper ads. They maintain a presence on social media platforms like Facebook, and are currently enhancing their website. However, Andy emphasizes that no amount of marketing can compensate for failing to deliver consistently accurate repairs. This commitment to quality service is arguably the most crucial car care tool in their arsenal.
“We pride ourselves on our ability to correctly service vehicles on their first visit to our shop,” Fiffick states. “To further enhance customer convenience, we provide complimentary loaner vehicles, ensuring our clients are not inconvenienced while their cars are being serviced. Moreover, we offer a robust warranty and stand firmly behind the quality of our workmanship.”
Every astute shop owner understands the vital role of facility aesthetics in shaping initial customer perceptions. Andy ensures that every Rad Air location maintains a high standard of cleanliness and safety, extending to reception areas, waiting rooms, restrooms, and work spaces.
“We want to be confident and comfortable taking our clients into the service area if we need to demonstrate or explain anything regarding their vehicle,” Fiffick explains.
Productivity and Employee Empowerment: Essential Car Care Tools
Rad Air’s business model, particularly in its multi-location setup, distinguishes itself from competitors by compensating staff with fair hourly wages or salaries, moving away from traditional commission, quota, or incentive-based pay structures. Instead, employees collectively aim for a monthly productivity rate of 85%. This approach underscores that employee well-being and fair compensation are powerful car care tools that drive overall success.
“Rad Air’s fundamental objective is to cultivate enduring relationships with clients who will naturally become advocates for our brand within their own circles,” Fiffick elaborates. “Therefore, we consciously avoid sales or job quotas, strict productivity targets, or SPIFF programs. Instead, we regularly analyze gross profit and employee productivity figures on a monthly basis.”
“General Manager Tom Warmuth diligently monitors productivity metrics and provides targeted training to Rad Air shops and individual employees who require support in achieving these benchmarks,” Fiffick adds. “Crucially, maintaining a client retention rate of 82% or higher serves as the most reliable indicator of our effectiveness in managing each shop successfully.”
Rad Air service managers are empowered and expected to manage their respective shops with an owner’s mindset, while consistently upholding Rad Air’s core business philosophy and company values of honesty and integrity. This empowering model, Andy believes, “equips them with the necessary responsibility and autonomy to proactively enhance both employee productivity rates and client retention rates.”
Industry Leadership and Recognition: Reinforcing Car Care Expertise
Andy Fiffick’s extensive involvement and recognition within his community are undeniable, evidenced by his numerous local service roles, awards, and affiliations. A MACS Worldwide member since 1987, he has held positions as CEO and chairman of the board since 2005. He has also contributed to the Cleveland Better Business Bureau board of directors for the past eight years. All Rad Air locations actively participate in affiliate programs through ACDelco, AAA-Approved Auto Repair, and ASE, and each consistently maintains A or A+ ratings with the local BBB.
“Our employees regularly attend key industry events annually, including AAPEX/SEMA shows and the CARS training event, among others,” Fiffick notes. “The BBB has twice honored Rad Air with the Torch Award for Integrity and Outstanding Customer Service. Furthermore, various local and national media outlets frequently seek Rad Air’s expert insights on diverse automotive issues.”
“Additionally, our strong local reputation and positive collaborations with area parts stores, car dealerships, service centers, and even competitors, represent industry recognition that we deeply value. Among local shops and service centers, Rad Air is recognized as the go-to shop for resolving complex automotive challenges.”
This widespread recognition reinforces Rad Air’s position as a leader in car care, built upon a foundation of expertise and trust.
This leads Andy to reveal the core principles behind Rad Air’s sustained success: three fundamental “golden rules.” These rules represent the ultimate car care tools for any auto repair business striving for excellence.
“We fix the car right the first time, we charge a fair price, and we ensure every client is happy,” he summarizes. “Our technicians take immense pride in accurately repairing vehicles, ensuring our clients’ issues are fully resolved. With robust staff training and effective management, adhering to our first two golden rules becomes straightforward. However, we recognize the constant need to exceed expectations to ensure our clients are not just satisfied, but truly delighted with their overall experience.”
Courtesy Shop Owner.
