Mark: Hi, it's Mark Bossert from Top Local.
We're here with Bernie Pawlik of Pawlik Automotive in Vancouver and we have an announcement as
they've been voted again as Best Auto Repair in Vancouver.
How're you doing today Bernie?
Bernie: Well, with that kind of news, I'm super happy.
It's awesome being acknowledged for that.
Mark: So, it's 21 times now.
Twenty one times voted as Best Auto Repair in Vancouver and this is the 10th time winning
Best Auto Repair in Vancouver from the Georgia Straight newspaper.
Who votes for these?
Bernie: They're all readers.
It's a Reader Choice Award program.
And obviously these would be customers of ours who vote.
So since we're not like you know, a hugely branded company like well I won't say and
names, but you know there'll be customers of ours who vote, who are readers of that
paper.
Mark: What do you think the value of this is?
Bernie: Well, I mean, for us.
I remember the first time we won back in 2008, I was thinking, oh this is kind of nice, but
I'm just kind of a humble quiet guy, something, whatever.
But then I started to get some customers coming in, I saw you in the Georgia Straight.
I realized, hey this is actually a pretty good acknowledgment.
And so the value for us is especially after 10 times is that we're recognized as being
a really awesome good auto repair shop - like best in Vancouver according to our customers.
So that's a really awesome thing and you know, for people, it holds us accountable too.
I mean, I would like next year to be the best auto repair shop.
So we've got to keep up the good work and keep people happy.
Mark: So why do you think people got for you?
Bernie: I think the work that we do is good but I think a lot of it is how we communicate
with our customers and who we are as people.
I mean, are we the best auto repair shop in Vancouver in terms of work.
I can't say for sure.
I mean I know a lot of really really good shops in Vancouver and there's lots of great
shops all over the world but I think, you know to me, it's just the relationship we
have with our customers.
I think allows this to happen.
Mark: So 21 times.
That's a lot of years.
What does it take to be able to do that for that many times, that long, you'll be able
to run your business and keep your staff dedicated to looking after your customers?
Bernie: Yeah, I mean we just, to me I'm always very careful and I can't say that we've satisfied
everyone a hundred percent.
I mean they're all, we're human beings.
They're human beings.
Sometimes personalities don't work.
Sometimes a job might not go as expected but I think we try really hard to make sure that
people are happy and I go out of my way most of the time, to make sure that people are
happy with what we do.
And if something happens where I really feel like, no this is not our issue, I'll say so
and I you know, that's kind of what I can say about that.
But we do care that people are happy with the work that we do.
Mark: And do you feel like honesty is a big part of this?
Bernie: Absolutely.
Honesty, transparency and giving people options too.
You know, we have a lot of people who come to us, who come in, they may have not had
their car serviced in a long time and because they haven't found someone they trust or they're
too busy or well for whatever reason.
And there may be a huge list of things that the car could us to get back into really premium
shape but we'll prioritize things and maybe, you know you'll need to do these two or three
items like right now.
These are important.
Six months from now, you can do these.
Down the road, you can do this.
Depends on your budget, what you want to do.
Some people say, yeah I want you to fix everything.
Other people going, you know, I'm going to get rid of the car.
We just leave that option open to people.
So we just leave that option open to people.
So I think that's a really big contributor to how people like to deal with us.
Mark: Do you guys ever just do the work and not let the customer know and then surprise
them?
Bernie: No we don't.
We have a mission statement.
At least if we do that and a customer says, Hey I don't want to pay for that, they can
walk out without paying because, well of course, they're probably be a conversation.
But we have a mission statement that says you'll never pay more that the last estimate.
So you know, if we tell you, Hey Mark, you're going to be paying 200 dollars including taxes
for this inspection we're going to do in your car.
That's the most you can expect the bill to be unless we've phoned you up and said, of
Hey by the way you need this, this and this and its going to cost this amount of money.
And you say ok I want you to do that for that amount of money.
Then we'll make sure we have agreement so when you come in here, you know if you're
expecting a thousand dollar bill.
It's going to be a thousand dollars or less.
It's not going to be over that.
Mark: And that leads to 21 time winners of Best Auto Repair in Vancouver.
Bernie: Absolutely.
Mark: So there you go.
If you're looking for a reliable place and place that really values honesty and clear
communication to get vehicle fixed and of course a repair shop that is very up on what's
going on with cars.
They have the best equipment.
They invest a lot of time and money including going to trainings on electrics and hybrids
and all that sort of stuff coming up.
The guys to see are Pawlik Automotive.
You can reach them at 604-327-7112 to book your appointment.
You have to call and book ahead, they're always busy.
Or check out the website pawlikautomotive.com.
Hundreds, literally hundreds of blog posts and videos on there.
Hundreds of videos on our YouTube channel, Pawlik Auto Repair.
And of course, thank you so much for listening to the podcast.
We really appreciate it.
Thanks Bernie
Bernie: Thanks Mark and thanks for watching.
Thank you for voting for us, it really means a lot.