RepairPal Certified Shop, Complete Auto Care, led by Marc Sisino, is a customer-focused, high-quality auto repair shop in Elizabeth City, NC. With deep roots in the automotive industry, Marc grew up around his family-owned auto dealership and saw an opportunity to provide comprehensive service solutions for both pre-sale and after-sale care. Today, Complete Auto Care is known for its exceptional service, customer-centric approach, and community involvement, making it a go-to destination for reliable vehicle maintenance and repairs.
1. How did you get into the automotive industry?
“I’ve been deeply connected to the automotive industry from a young age, as I grew up around our family-owned auto dealership. For years, we operated without a dedicated service department, which meant we couldn’t prepare our vehicles for sale or provide after-sales care as effectively as we wanted. Recognizing this gap, I saw an opportunity to make a significant impact. That’s when I took the initiative to establish Complete Auto Care.”
Marc’s hands-on experience in the dealership world led him to create a service center that prioritizes both vehicle longevity and customer satisfaction.
2. What do you want your shop to be known for?
“Our goal is to build a reputation for excellence in both the services we provide and the way we treat our customers. We want to be known for three key things:
- Exceptional Service – Reliable, high-quality automotive care handled by expert technicians.
- Customer-Centric Approach – A welcoming, transparent environment where customers feel valued and informed.
- Community Involvement – Supporting local initiatives and fostering strong relationships with our neighbors.”
At Complete Auto Care, the mission is to be more than just a repair shop—it’s about trust, reliability, and making a lasting impact.
3. How do you differentiate your shop from other repair facilities?
“We stand out through a combination of outstanding guarantees, customer-focused services, and technical excellence.
- Comprehensive Warranty: 36-month/36,000-mile nationwide warranty on all mechanical repairs.
- Convenient Services: Courtesy shuttle rides ensure customers stay mobile while their vehicle is in the shop.
- Extended Warranty Integration: Works with all extended warranty companies, simplifying claims and ensuring hassle-free repairs.
- Skilled Technicians: ASE-certified technicians complete 40 hours of continuing education annually, keeping up with the latest automotive advancements.”
By focusing on customer experience, warranty coverage, and technician training, Complete Auto Care delivers not just repairs, but peace of mind.
4. Is your shop involved in the local community or auto community?
“Yes, our shop is deeply committed to both the local and automotive communities.”
- Trunk or Treat Events & Christmas Parades – Engaging with local families and bringing the community together.
- Charitable Contributions – Supporting local churches and organizations that make a difference.
- Ongoing Community Support – Sponsorships and local initiatives that reflect our dedication to giving back.”
By actively participating in local events and charities, Complete Auto Care strengthens its ties with Elizabeth City residents.
5. What strategies have you found most effective for retaining customers?
“One of the most effective strategies we’ve found is following the Platinum Rule: ‘Treat others the way they would like to be treated.’”
- Personalized Service – Understanding each customer’s unique needs and preferences.
- Transparent Communication – Providing detailed explanations of repairs and costs to build trust.
- Exceptional Follow-Up – Checking in with customers post-service to ensure satisfaction.
- Continuous Improvement – Actively seeking feedback and adapting to meet customer expectations.”
Word-of-mouth referrals are a major driver of growth at Sunrise Auto Services. By delivering exceptional service, customers become the shop’s biggest advocates, bringing in new business through trust and positive experiences.
6. What tools or software do you rely on to manage your shop’s operations efficiently?
“We utilize advanced tools and software to streamline our processes and provide the best service possible.
- State-of-the-Art Diagnostic Scanners – Quickly and accurately identify vehicle issues.
- Factory Repair Information Access – Ensuring repairs meet manufacturer standards.
- Shop Management Software – Tracks appointments, inventory, and billing for a seamless customer experience.
- CRM Tools – Maintains customer records, manages follow-ups, and personalizes communication.”
These tools increase efficiency, improve accuracy, and enhance customer interactions, making Complete Auto Care a modern, well-equipped facility.
7. Can you share a success story where your shop went above and beyond for a customer?
“One customer was stranded with a car that wouldn’t start late in the evening. They called us in a panic, unsure of what to do. We immediately arranged for a tow truck, coordinated everything, and made the process as easy as possible.
Once the car was in our hands, we quickly diagnosed the issue. After replacing a part, it unfortunately failed within a few days due to a manufacturing defect. Understanding their frustration, we prioritized their repair, covered everything under warranty, and had them back on the road quickly.
At our shop, we understand that things don’t always go as planned, but when issues arise, we make it right.”
From emergency assistance to warranty-backed repairs, Complete Auto Care always puts the customer first.
8. In what ways do you encourage feedback from employees on improving customer satisfaction and workplace morale?
“Building a top-notch facility that attracts skilled technicians and delivers exemplary service to our customers.”
Marc takes pride in creating a workplace where talented professionals thrive and customers receive superior service. The shop’s growing reputation and customer trust are a testament to its commitment to excellence.
9. What is your proudest achievement as an auto shop owner?
- “Prioritize customer trust – Be honest, transparent, and reliable in every interaction.
- Charge fairly for your work – Don’t undersell your services; quality work deserves fair pricing.
- Know your strengths – Focus on what your shop does best and expand strategically.
- Keep jobs profitable – Maintain strong financial awareness to ensure long-term success.
- Avoid unnecessary debt – Start small, invest wisely, and grow at a sustainable pace.”
By following these key principles, new shop owners can establish a strong foundation for success.
10. Where do you see the automotive industry heading in the next five years, particularly concerning the ability to retain customers?
“The industry will continue evolving, and customer retention will depend on a few key factors.
- Customer Experience & Convenience – Shops with digital communication, online booking, and pick-up/drop-off services will thrive.
- Transparency & Trust – Clear pricing, honest assessments, and exceptional service will be critical for long-term customer relationships.
- Eco-Friendly Practices – Consumers are becoming more environmentally conscious, making sustainability a key factor in shop operations.
- Loyalty Programs & Personalization – Engaging customers with tailored services and rewards programs will help foster loyalty.”
By adapting to industry trends and maintaining strong customer relationships, auto repair shops can stay ahead of the competition.
11. What advice would you give to someone just starting out in the auto repair business?
“For someone just starting out in the auto repair business, my advice would be:
- Treat customers properly: Building trust with your customers is essential. Be honest, transparent, and always prioritize their satisfaction.
- Charge fairly for your work: Don’t fall into the trap of undercharging or offering free diagnostics to attract customers. You can’t provide quality service if you’re not properly compensated for your time and expertise.
- Know your abilities and limitations: It’s important not to overextend yourself by trying to be everything to everyone. Focus on what you’re good at and build from there.
- Keep jobs profitable: Always pay attention to your bottom line. Ensure you know the costs of a job and what it takes to stay profitable without compromising quality.
- Don’t go into business undercapitalized: Starting with insufficient capital can lead to unnecessary stress. Also, avoid taking on too much debt, especially for new equipment. It’s perfectly okay to start with used equipment that gets the job done and upgrade as your business grows.
By following these principles, you’ll set a solid foundation for long-term success.”
Marc emphasizes the importance of returning to the fundamentals: providing excellent customer service, offering fair pricing, and maintaining a close watch on finances.
A Shop Built on Trust, Service, and Community
At Complete Auto Care, Marc Sisino and his team provide ASE-certified expertise, a 3-year/36K-mile warranty, and exceptional customer care. Whether it’s routine maintenance, complex repairs, or emergency assistance, customers know they can rely on Complete Auto Care in Elizabeth City, NC for honest, high-quality service.
