Jul 25, 2014
2009 Readers’ Award Winner Conducted by Fort Wayne Newspapers and FortWayne.comToledo, OH
100 Percent Satisfaction is Goal at Tuffy
Ken Smith and partner Terry Hoffner have over 50 years combined experience in the auto repair and tire service business. About a year ago, they joined forces and opened a Tuffy on West Dupont Road .
“Tuffy’s been in Fort Wayne over 20 years and I’ve been with the organization for 16 years,” said Smith. “We’re very thankful for the community support.”
Their Tuffy location provides oil changes up to full service auto repair and complete tire service, all done by ASE-certified technicians.
“As a consumer, you want to find a place you can trust,” said Smith. “We’ve got customers here who’ve actually followed us over the years. And, we’re participating owners – we actually manage the store – Terry was with Discount Tires for 17 years.”
Another big advantage in having your car serviced at Tuffy is the chain honors warranty work at any other Tuffy. That gives auto owners additional security while traveling.
Because the West Dupont location is so new, it not only has the latest technology in the garage but in the customer waiting area as well.
“We designed our lobby for the comfort and convenience of our customers, including WiFi service. It was organized to meet customer needs,” he said, adding that the location has “pain-free shuttle service.”
Smith thinks listening to customers’ needs and providing solutions is one secret to their success – and not piling on services that customers don’t want or need.
“I think (for many customers) it’s a breath of fresh air that you can actually bring your vehicle to a facility that’s not handing you an agenda,” concluded Smith. “You can come in and say this is the thing, or the things, I want done. Our goal is 100 percent customer satisfaction.”
Tuffy is one of the largest full-service automotive repair franchises in the country. Headquartered in Toledo, Ohio, Tuffy Associates Corp. operates and franchises over 235 Tuffy Tire and Auto Service Centers in Alabama, Florida, Illinois, Indiana, Iowa, Michigan, Ohio, Nebraska, New Jersey, North Carolina, North Dakota, South Carolina, South Dakota, Virginia, and Wisconsin.