RepairPal Certified Shop, Tidwell Auto Service, led by Troy Tidwell, is a trusted name in Plano, TX, known for delivering honest and dependable repairs with exceptional customer service. From a young age, Troy’s interest in cars grew into a lifelong passion, and today, he combines that passion with a dedication to his customers and community. With a team of well-trained technicians and a commitment to providing a nationwide warranty, Tidwell Auto Service has earned a reputation for reliability and care.
1. How did you get into the automotive industry?
“I was interested from youth.”
Troy’s journey in the automotive industry began with a childhood fascination with cars. That early interest evolved into a career focused on serving others through high-quality repairs and great customer service, making Tidwell Auto Service a standout in Plano’s auto repair landscape.
2. What do you want your shop to be known for?
“Honest and dependable repair with great customer service.”
At Tidwell Auto Service, Troy and his team prioritize integrity and dependability. Their goal is to provide every customer with honest assessments and quality repairs, ensuring that each vehicle is road-ready and every customer leaves the shop feeling valued and confident.
3. How do you differentiate your shop from other repair facilities?
“Great customer service with well-trained technicians and a nationwide warranty.”
What sets Tidwell Auto Service apart is the combination of expert technicians, outstanding customer care, and the security of a nationwide warranty. Troy’s team takes the time to listen to each customer, ensuring they understand the repairs needed and feel confident in the service provided.
4. Is your shop involved in the local community or auto community?
“We sponsor and finance 18U girls fastpitch softball and spend untold amounts of time helping them with their college search.”
Community involvement is central to Tidwell Auto Service’s mission. Troy and his team support local athletes by sponsoring an 18U girls fastpitch softball team, helping them achieve their dreams on and off the field. From financial sponsorship to college search assistance, Tidwell Auto Service is committed to making a positive impact in Plano.
5. What strategies have you found most effective for retaining customers?
“Great friendly customer service. Taking all the time necessary with each customer. Honesty is number one.”
Troy emphasizes the importance of building trust and providing personalized service. By taking the time to listen to customers and offering honest, straightforward advice, Tidwell Auto Service has fostered a loyal customer base that continues to grow through word of mouth.
6. What tools or software do you rely on to manage your shop’s operations efficiently?
“Mitchell One, Identifix, and Alldata.”
To ensure smooth operations and accurate repairs, Tidwell Auto Service relies on tools like Mitchell One, Identifix, and Alldata. These resources allow the team to provide efficient service, maintain detailed records, and deliver precise diagnostics, ensuring every repair meets the shop’s high standards.
7. Can you share a success story where your shop went above and beyond for a customer?
“After several attempts to get a Mercedes to idle smoothly, I replaced the engine at no charge to the customer.”
This story highlights Tidwell Auto Service’s unwavering commitment to customer satisfaction. When a challenging repair couldn’t resolve a customer’s issue, Troy took extraordinary steps to make it right by replacing the engine at no cost. This level of dedication showcases the shop’s focus on going above and beyond for their customers.
8. In what ways do you encourage feedback from employees on improving customer satisfaction and workplace morale?
“We hold regular team meetings and have open manager doors for everyone. Plus, we use email for that too.”
Troy values open communication and fosters a collaborative work environment at Tidwell Auto Service. Regular team meetings and an open-door policy ensure that employees feel heard, while email communication allows for efficient feedback and idea sharing.
9. What is your proudest achievement as an auto shop owner?
“Learning all I can about customer service and implementing the best possible.”
For Troy, constantly improving customer service is a source of pride. By focusing on providing the best possible experience for his customers, he continues to grow as a business owner and ensure that Tidwell Auto Service remains a trusted resource in the community.
10. What advice would you give to someone just starting out in the auto repair business?
“Hire the best people for each position and be sure to put customer service and honesty at the top of your priorities.”
Troy believes that building a strong, capable team and prioritizing customer service are key to success in the automotive repair industry. By focusing on these elements, new shop owners can create a solid foundation for their business and foster long-term success.
11. Where do you see the automotive industry heading in the next five years, particularly concerning the ability to retain customers?
“I think there will be little change in the process of customer retention. Reviews and social media will remain important, along with word-of-mouth advertising. Honesty and friendly service will always be at the top.”
Troy foresees customer retention strategies continuing to focus on trust and personal connection. He emphasizes the importance of online reviews, social media, and word-of-mouth recommendations, but ultimately, honesty and friendly service will remain the cornerstones of customer loyalty.
At Tidwell Auto Service, Troy Tidwell and his team combine ASE-certified expertise with a dedication to honesty and exceptional customer service. From routine maintenance to major repairs, RepairPal Certified Shop Tidwell Auto Service in Plano, TX, is a trusted destination for dependable, high-quality auto care. With a focus on building relationships and giving back to the community, Tidwell Auto Service stands out as a shop that truly cares.
