RepairPal Certified Shop, Exhaust Masters, led by Emanuel Papadakis, is a family-run auto repair business with a 50-year history rooted in dedication, integrity, and exceptional customer service. What started as a gas station in 1972 under Emanuel’s father, Elefterios “Larry” Papadakis, has evolved into a trusted name in complete auto repair across multiple locations in Indiana. With a focus on community, honesty, and putting people before profits, Exhaust Masters continues to build on its legacy of high-quality service. In this Q&A, Emanuel shares the shop’s history, values, and commitment to the community.
1. How did you get into the automotive industry?
“My father, Elefterios ‘Larry’ Papadakis, started our story back in 1972 with a gas station franchise. In 1974, we moved to Hobart, Indiana, and became a Shell gas and service station. Over time, Shell wanted to focus on 24-hour convenience stores, which led my father to take on the risk and buy out the franchise rights, evolving the station into Larry’s Auto Service in the late ’70s and early ’80s. We became Exhaust Masters – Total Car Care Center in 1982, and in 1986 and 1988, we expanded with two additional locations. Now, in 2024, we’re proud to celebrate 50 years of serving our community.”
For Emanuel, being part of the family business has always been a way of life. He grew up watching his father work tirelessly to build and sustain Exhaust Masters, learning firsthand the dedication and resilience required to run a successful auto repair business. Today, Emanuel continues his father’s legacy, leading the business with the same commitment to quality and customer care.
2. What do you want your shop to be known for?
“We would love to be known as your one-stop complete auto repair center that’s been doing it the old-fashioned way, where people come before profits. Family-owned and operated, still.”
At Exhaust Masters, Emanuel and his team focus on creating a welcoming environment where customers feel respected and valued. They strive to provide comprehensive, high-quality auto repair while maintaining an unwavering commitment to integrity and putting people first.
3. How do you differentiate your shop from other repair facilities?
“We go above and beyond with the best customer service in the industry. We put our customers before profits. And we do the same for our employees.”
Emanuel believes that Exhaust Masters stands out because of its customer-first approach. The team is dedicated to providing personalized, high-quality service with a focus on honesty. By prioritizing the needs of both customers and employees, Emanuel has created a shop that is known for going the extra mile, building lasting relationships based on trust and respect.
4. Is your shop involved in the local community or auto community?
“Yes, we are involved with the Better Business Bureau and local reach-out programs.”
Community involvement is an essential part of Exhaust Masters’ identity. The shop actively participates in local outreach programs and partners with the Better Business Bureau to support their community. Emanuel and his team view their work as an opportunity to give back, using their resources and expertise to make a positive impact.
5. What strategies have you found most effective for retaining customers?
“For starters, just being human—putting ourselves in our customers’ position and always thinking of them first. We also have a customer referral program for both current and future customers.”
At Exhaust Masters, customer loyalty is earned through empathy and understanding. Emanuel emphasizes the importance of treating every customer as a person, not just a transaction, and his team consistently delivers reliable, high-quality service to build trust and encourage repeat visits. The shop also offers a referral program, rewarding customers for sharing their positive experiences with others.
6. What tools or software do you rely on to manage your shop’s operations efficiently?
“We’ve been using the Mitchell1 program for close to two decades. It’s very useful for texting and emailing estimates so customers can read along with us when we communicate.”
To keep operations smooth and transparent, Exhaust Masters relies on Mitchell1 for customer management. The software allows Emanuel’s team to send digital estimates directly to customers, facilitating clear communication and allowing customers to review repair details in real-time.
7. Can you share a success story where your shop went above and beyond for a customer?
“We don’t advertise the things we do for customers in need. One recent example: A woman posted on Facebook about needing her brakes repaired. I reached out privately and offered to give her the parts at cost and do the labor for free. We do this from the kindness of our hearts, not expecting anything in return.”
Emanuel’s approach to customer care is deeply rooted in compassion. At Exhaust Masters, helping those in need is a core value. Without seeking recognition, Emanuel and his team regularly assist customers going through hard times, offering discounts or free services to ease their burden. This commitment to kindness and empathy has earned the shop a loyal following.
8. In what ways do you encourage feedback from employees on improving customer satisfaction and workplace morale?
“We have morning meetings every day to discuss what happened the day before and review the current schedule. We also ask for employee input on a monthly basis, privately.”
Emanuel values his team’s opinions and actively seeks their feedback to improve the shop’s operations. By fostering open communication through daily and monthly meetings, he creates an environment where employees feel heard and involved in decision-making, enhancing both morale and customer service.
9. What is your proudest achievement as an auto shop owner?
“Our proudest moments are seeing our employees grow to their full potential and eventually open their own repair facilities. Duplicating yourself in someone else and watching them achieve their personal goals is the best blessing anyone could ask for.”
Emanuel takes immense pride in watching his employees develop and succeed, both personally and professionally. For him, the greatest reward is seeing former team members use the skills they learned at Exhaust Masters to start their own businesses, contributing to the automotive community with integrity and excellence.
10. What advice would you give to someone just starting out in the auto repair business?
“Sit down and figure out your personal ‘why.’ This industry is tough, with long hours, but it doesn’t have to encompass you. There can be a good work-life balance.”
Emanuel’s advice for newcomers to the automotive industry is to understand their motivations. He believes that having a clear purpose and prioritizing a healthy work-life balance are essential for long-term success in the demanding world of auto repair.
11. Where do you see the automotive industry heading in the next five years, particularly concerning the ability to retain customers?
“The industry changes daily. In the next five years, I see customers returning to shops that offer exceptional customer service and pure honesty.”
Looking to the future, Emanuel believes that the key to customer retention will be genuine customer service and transparency. As the industry evolves, he sees a growing demand for repair shops that prioritize integrity and put customers first, qualities that Exhaust Masters embodies.
At Exhaust Masters – Total Car Care Center, Emanuel Papadakis and his team combine ASE-certified expertise with a commitment to outstanding customer service and community involvement. With 50 years in business, RepairPal Certified Shop Exhaust Masters is a trusted name in Merrillville, IN, providing reliable, high-quality auto repair with a focus on family values and compassion for customers in need.
