It was a hot, sunny Thursday morning in Pella as Mrs. Vande Jones entered the front door of  Pella Car Care impressed by the attractive new stone front. The aroma of fresh coffee was evident as Austin cheerfully greeted her by name. After she explained that the ABS light was illuminated on the dash of her 4-year old Lexus SUV, Austin verified her phone number on the work order and asked Kathy to give her a ride to the Pella Corp office where she worked. Kathy and Mrs.Vande Jones chatted about their families as they made the short trip to Pella Corp in our freshly washed and waxed shuttle van. Kathy assured Mrs. Vande Jones that Austin or Jay would be calling with information about her car as soon as possible.
           
Meanwhile D. walked out to the car, installed a seat cover and floor mat, drove the car into his work area, and began a preliminary inspection. After reading codes and searching TSB’s with his laptop computer, he informed Jay that electrical testing would be required. Jay immediately called Mrs. Vande Jones and obtained permission to perform the necessary tests. Twenty minutes later, Dee had accurately diagnosed a faulty ABS module. Dee noted this information on the Diagnostics Steps Form along with a completed exterior inspection noting the need for an oil service and brake inspection.
           
Larry found an ABS module available overnight and passed the completed estimate to Jay who called Mrs.Vande Jones and explained the need for the ABS module and presented the estimate featuring our 2year/24000 mile warranty. He also recommended an oil service and brake inspection, and asked what she would like us to do. Mrs. Vande Jones approved the work, and expressed a need for transportation overnight which Jay addressed by offering one of our exceptionally clean, high mileage  late model loaner cars and arranged to have Kathy pick her up after work. Jay also promised to call her with an update and the results of our maintenance inspections.
           
Sherwin and Dustin efficiently completed the oil service and brake inspection, noting that the front and rear brakes were both worn to one millimeter and the tires were in need of replacement.
           
Using our smart e job software, Larry quickly estimate the brakes and priced a set of 80000 mile Mastercraft tires. He also noted that the Lexus had 60,000 miles on it and checked the vehicle notes for maintenance recommendations, then added a drive train service and total fluid service to the estimate.
           
Austin was available to call Mrs Vande Jones and assured her that brakes and tires were normal wear out items and that the benefits of  replacing them along with performing the fluid services should be many miles of safe and reliable operation for her and her family.
           
Later that afternoon Kathy picked up Mrs Vande Jones and shuttled her to the shop for loaner car pickup. Kathy had already installed the child seat in the loaner car and parked it conveniently near the front door. As they pulled up, Mrs Vande Jones commented that she needed another item from her vehicle. As Kathy escorted Mrs Vande Jones to her vehicle parked inside the cool air conditioned shop they both noticed the positive atmosphere. In the extremely clean, brightly illuminated shop our team of sharply uniformed technicians was clearly enjoying their work.   
           
The next day parts arrived at noon. It was an extremely busy Friday, D. successfully installed the ABS module, verified operation, and moved on to other projects. Brian machined the rotors & installed the brakes. Dean performed all the fluid services while Jeff mounted the new tires. After the final test drive Jeff commented that the Lexus ride was smooth all the way to 70 MPH and the brakes worked perfectly. A quick underhood & undervehicle reinspection was done to be sure that it was cleaner than before we serviced it. The Lexus was vacuumed, washed  and parked in the lot.
           
At the end of the day  Mrs Vande Jones was met at the front counter by Jay & Austin. She thanked them for the use of the car and commented that she was amazed at how nice it drove and the cleanliness of a car with such high mileage. The keys to the Lexus were given to Larry who parked it near the front door, transferred the child seat, and removed the seat cover & floor mat leaving the engine running with the a/c on.  After reviewing & paying the invoice, and setting her next service appointment Mrs Vande Jones was ready to leave on her weekend trip.

The following week Kathy called Mrs Vande Jones asking about her satisfaction with our service. She commented that she was extremely impressed with our professionalism and would not consider any place other than Pella Car Care for her automotive service.