Knowing that we can positively affect someone at a very stressful moment is a mission and passion of mine,” says Brian Moak, owner of Duxler Complete Auto Care. “We have the opportunity to take the sting out of an experience that many people expect to be painful. We pride ourselves on doing things the right way.”
According to Moak, the right way to operate their auto care business hinges on three specific rules: Do the right thing, do the best you can, and show other people that you care. These rules of the game are the driving force behind everything they do, from the way they treat customers to the way they operate internally to the way they interact with the community.
People rely on their cars to get their families where they need to be on time and without complication. When something suddenly goes wrong, it can feel like a complete breakdown of their entire schedule. Car owners need to know that the team responsible for their automobile cares about getting them back on the road as quickly as possible. It’s not just a car, it’s their whole schedule.
Whether it’s tires, maintenance, mufflers, transmissions, or any other repair you’d look to find in a dealership setting, Duxler’s three locations are dedicated to taking care of it. They’re A+ rated by the Better Business Bureau and, as their website says, they have a 98 percent rate of same day pick-up, 95 percent of their customers return, they have a 99 percent approval rating with customers, and they do it all for up to 25 percent less than a dealer.
Part of being a Duxler customer means always looking ahead to avoid getting blindsided by a problem. At the end of each visit, they take you through what was attended to that day and break down a long-term plan of future service needs so customers have a plan before issues ever arise.
It’s not only the customer who knows the long-term plan. At Duxler, the same people that worked on your car last time are going to work on it the next time, and the time after that. Because the culture at Duxler isn’t only built on satisfied customers, it’s built on satisfied employees.
“We have very little turnover,” Moak says. “We invest a ton of money in education and training so we’re current. Our team is filled with career people. They are invested in the success of this company, which means they’re invested in the success of everyone’s car.”
They’re also invested in the success of the communities in which they operate. Under the guidance of Moak and his father, Glenn, who originally bought the business in 1983, they’ve dedicated Duxler’s attention and resources toward sponsoring community activities like local arts festivals, non-profits, and local little league teams.
“We’ve been around a long time,” Moak says. “Culture is the driving force of everything we do: The employee culture, the customer culture, the way that we see ourselves in the community. Everything is really about doing things the right way.”
Duxler Complete Auto Care is located at 2620 Green Bay Road in Evanston, 857-440-5240; 1201 Green Bay Road in Wilmette, 847-920-6238; and 280 Skokie Boulevard in Northbrook, 847-857-7542, duxlerautocare.com