RepairPal Certified Shop, Mr. Transmission Milex – Columbus, led by Matthew Boily, is a trusted and dependable auto repair shop serving the Columbus, OH community. With decades of hands-on experience as a technician in the 1980s and 1990s, Matthew built his business on a foundation of trust, professionalism, and community involvement. The shop prides itself on transparent communication, fair pricing, and providing repairs that go beyond quick fixes to solve root problems. At Mr. Transmission Milex – Columbus, customers can count on high-quality service delivered with honesty and care.
1. How did you get into the automotive industry?
“I got into the automotive industry because I was a technician back in the 80s and 90s. I had a passion for fixing cars and solving problems, which naturally led me into this line of work. This reflects a career driven by hands-on experience and a desire to diagnose and repair vehicles, a common path for many professionals in the automotive industry.”
Matthew’s journey began with a passion for solving problems and working hands-on with cars. Decades later, that passion has transformed into a thriving business that not only fixes vehicles but also builds trust with every customer.
2. What do you want your shop to be known for?
“We want our shop to be known for being trustworthy, dependable, and honest. We pride ourselves on being transparent and informative, ensuring that our customers fully understand the repairs and services we provide. Our goal is to deliver the highest quality diagnosis and repairs at reasonable prices, making us the go-to shop for auto repair in the community. We stand by our commitment to professionalism because, ultimately, WE ARE THE PROFESSIONALS!”
Matthew and his team prioritize customer education, taking the time to explain every repair and ensuring transparency at every step. This approach builds long-term relationships and makes Mr. Transmission Milex – Columbus a trusted name in the community.
3. How do you differentiate your shop from other repair facilities?
“We differentiate ourselves from other repair facilities through our commitment to trust, transparency, and quality. Unlike many shops, we strive to be informative by fully explaining the issues and solutions to our customers, ensuring that they understand every step of the repair process. Our emphasis on honesty and dependability builds long-term relationships, making sure customers can rely on us for accurate diagnoses and high-quality repairs.
We also prioritize providing reasonable prices without compromising on the professionalism and expertise that we deliver. Additionally, we pride ourselves on being the go-to shop for auto repairs, positioning ourselves as a facility that customers can trust for all their automotive needs. Ultimately, we stand apart because WE ARE THE PROFESSIONALS, offering a comprehensive approach that balances quality, affordability, and customer service.”
The shop’s emphasis on transparency and customer education is a key differentiator. By focusing on providing honest diagnoses and solutions, Matthew and his team ensure that customers feel confident and informed about their vehicle repairs.
4. Is your shop involved in the local community or auto community?
“Yes, our shop is actively involved in both the local and auto communities. We participate in Project Taillight, a program designed to help those in need by making their vehicles safer and more reliable. Additionally, we contribute to the Diaper Drive, supporting local families in need with essential resources.These efforts reflect our commitment to giving back and making a positive impact in our community.”
Community involvement is at the heart of Mr. Transmission Milex – Columbus. Through initiatives like Project Taillight and the Diaper Drive, the shop goes beyond auto repair to make a meaningful difference in the lives of those in need.
5. What strategies have you found most effective for retaining customers?
“One of the most effective strategies we’ve found for retaining customers is our rewards program, which incentivizes repeat business and fosters customer loyalty. Additionally, we stay connected with our customers through monthly newsletters, providing valuable updates, tips, and special offers to keep them engaged and informed about their vehicles. This combination of rewarding loyalty and maintaining regular communication has been key in building long-term relationships with our customers”
By combining loyalty programs with consistent communication, Mr. Transmission Milex – Columbus keeps customers engaged and ensures they feel appreciated. These efforts contribute to strong, lasting relationships.
6. What tools or software do you rely on to manage your shop’s operations efficiently?
“We rely on several advanced tools and software to manage our operations efficiently. We use Tekmetric for shop management, helping us track workflow, manage customer information, and streamline day-to-day operations. For vehicle diagnostics and repair information, we utilize Alldata and Identifix, which provide detailed repair procedures, wiring diagrams, and troubleshooting guides. These tools ensure we deliver high-quality repairs with accurate and up-to-date information, allowing us to operate smoothly and effectively.”
Matthew and his team leverage advanced tools like Tekmetric, Alldata, and Identifix to deliver accurate diagnostics and streamline daily operations. These tools ensure that customers receive high-quality, efficient repairs.
7. Can you share a success story where your shop went above and beyond for a customer?
“We had a customer who was struggling with an older vehicle that was essential to their daily life but in dire need of multiple repairs. The customer faced financial constraints, and without the repairs, their transportation would have been unreliable, putting them in a difficult situation.
We not only helped diagnose the issues thoroughly but also participated through Project Taillight, which allowed us to perform some of the most critical repairs at a reduced cost, ensuring the vehicle was safe and functional. By going above and beyond with this customer, we were able to make a meaningful impact on their ability to commute and take care of daily responsibilities, all while maintaining our standard of high-quality work.
This story exemplifies our commitment to helping those in need and our dedication to making a difference in our community through both professional service and charitable initiatives.”
This story highlights the shop’s commitment to helping customers in need. By combining technical expertise with compassion, Mr. Transmission Milex – Columbus ensures that their service makes a real impact in their customers’ lives.
8. In what ways do you encourage feedback from employees on improving customer satisfaction and workplace morale?
“We actively encourage feedback from our employees to enhance both customer satisfaction and workplace morale. We hold daily and weekly meetings, where open discussions are encouraged, allowing employees to voice their ideas and concerns. Additionally, we maintain daily contact with our team, fostering an environment of continuous communication and open dialogue. This approach ensures that any suggestions for improvement, whether related to customer service or workplace conditions, are heard and addressed promptly, helping us create a positive work environment and deliver excellent service to our customers.”
Matthew fosters a culture of open dialogue and teamwork, ensuring that every employee has the opportunity to contribute ideas and improvements. This approach not only strengthens workplace morale but also enhances customer satisfaction.
9. What is your proudest achievement as an auto shop owner?
“As the owner of Milex Complete Auto Care – Mr. Transmission of Columbus, my proudest achievement has been building a shop that embodies trust, professionalism, and community involvement. We have cultivated a reputation for honest and dependable service, which is reflected in the strong relationships we’ve built with our customers over the years.
Additionally, being able to contribute to impactful initiatives like Project Taillight and the Diaper Drive has made a significant difference in our community, which is incredibly rewarding. Knowing that we are not just fixing cars but also helping people in need has been a major source of pride. Ultimately, it’s the combination of providing high-quality repairs and giving back to our community that stands out as my proudest achievement.”
For Matthew, the greatest reward is knowing that his shop not only provides top-notch auto repair but also makes a meaningful difference in the community.
10. 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, I would offer the following advice:
Focus on building trust: Trust is the foundation of success in this industry. Be honest and transparent with customers from the start, explaining repairs clearly and offering fair pricing. Your reputation will be your biggest asset.
Invest in continuous learning: The automotive field is always evolving, with new technologies and techniques emerging. Stay updated through training, certifications, and tools like Alldata and Identifix to ensure you can handle both traditional and modern vehicle systems.
Cultivate strong customer relationships: Building long-term relationships with your customers should be a priority. This means offering excellent service, being dependable, and always putting their needs first. Consider loyalty programs and consistent communication, like monthly newsletters, to maintain these connections.
Foster a positive workplace culture: Your team will be the backbone of your shop. Encourage open communication, hold regular meetings, and keep morale high. A motivated and happy team directly translates to better customer service.
Get involved in the community: Contributing to local initiatives, such as Project Taillight or similar programs, not only helps others but also strengthens your shop ‘ s reputation and connection with the community.
These principles will set the foundation for a successful and sustainable auto repair business.”
Matthew’s advice emphasizes the importance of trust, lifelong learning, and community engagement as the foundations of a successful auto repair business.
11. Where do you see the automotive industry heading in the next five years, particularly concerning the ability to retain customers?
“In the next five years, the automotive industry is likely to undergo significant changes, particularly in areas like electric vehicles (EVs), advanced diagnostics, and digital customer engagement. These trends will directly impact how shops like Milex Complete Auto Care – Mr. Transmission of Columbus can retain customers.
Growth of Electric Vehicles (EVs): As more consumers transition to EVs, shops will need to adapt by investing in training and equipment for EV maintenance. This shift will require staying ahead of the curve in terms of knowledge and offering specialized services, which will help retain customers seeking expertise in this emerging market.
Enhanced Diagnostic Tools: The complexity of modern vehicles, with advanced electronic systems and diagnostics, will continue to evolve. Leveraging tools like Alldata, Identifix, and Tekmetric will become even more critical for accurate diagnostics and efficient repairs, which will be key to providing high-quality service and keeping customers satisfied.
Digital Customer Engagement: Retaining customers will increasingly depend on how well shops can engage with them digitally. Offering online scheduling, transparent pricing, and communication via apps or text will cater to modern customer expectations. Our existing strategies, such as the rewards program and monthly newsletters, will continue to play a vital role in maintaining loyalty, but expanding digital touchpoints will be essential.
Sustainability and Eco-Friendly Services: As consumers become more environmentally conscious, shops that embrace sustainable practices—whether through energy-efficient repairs or environmentally friendly materials—will likely stand out and attract loyal customers.
By staying ahead of these trends, shops can not only retain existing customers but also attract a new, more tech-savvy and environmentally conscious demographic.”
Matthew predicts that the automotive industry will continue evolving, with technology playing a key role in repairs and customer service. Staying ahead of these changes is crucial for maintaining customer loyalty.
At Mr. Transmission Milex – Columbus, Matthew Boily and his team deliver ASE-certified expertise with a focus on trust, transparency, and community involvement. From routine maintenance to major repairs, RepairPal Certified Shop Mr. Transmission Milex – Columbus is the go-to destination for dependable, high-quality auto care. With a commitment to giving back through programs like Project Taillight and the Diaper Drive, the shop is making a lasting impact on both their customers and the community.
