How to Makes a Business Successful!

How to Makes a Business Successful!


This is Chris! We are on a podcast here or
at Burch Motors Hudson Falls, New York
and we’re here with Steve Burch Senior
and Steve Burch Jr – the guys that are
running this place.. I got to tell you I
had the pleasure working with these guys
and they have the most superior and the
best customer service as far as
automobile repair bills that I’ve ever
seen and I work for them for a while
Steve senior hi how are ya good Chris
thanks for having us oh it’s it’s a
pleasure
hi Steve I was going yeah I’m gonna
start with Steve the senior here how
long have you been in the automotive
repair business Oh God thirty plus years
I started I was 15 Wow so ya been doing
this for quite some time
one good what you just looked at Car
and said that’s my life or how did
that work?
well I my dad used to race stock cars so
yeah they still work on the cars with
them and then I start driving myself
Jannik some mountain cars yeah local
places in the area yeah okay pretty good
that’s cool then just wait just one did
you work for a number of dealerships I
worked for several yeah a couple of them
I was at one for quite some time so yeah
I think I saw what I met us I think
you’re right yeah and that’s where I had
the chance to you know whenever I had a
problem with what are something that was
going on or needed fixing there’s Steve
out in the service department that’s
right you know and I and you too both of
you actually
yeah and and that’s just when it always
got fixed whatever was wrong that’s
right may the place were working
together for a few years yeah we didn’t
do it we did with junior as well so yeah
I know they worked out it did and the
reason that you had so many customers
even in your new place here movies
because of your customer service can you
explain how your thought process when
you see a customer coming up to you
that you haven’t met that you don’t know
how do you greet them or what’s your
thought process well the customer is
always right so yeah every time they
come into a
either a dealer or an independent shop
yeah you know they don’t expect to spend
a lot of money I think it should be
fixed for a little bit about when you
get the customer you kind of have a
feeling I’ll see what they’re all about
so you want what what they really want
to do how they want to spend you know
every time they go someplace to fix
their car ends up being a lot of money
people don’t spend a lot of money on
they’re not a of that no I just I might
have a theory when I say to them is what
brings you in today so I’m I can help
you with yeah it seemed to work out that
way because they get there I want to
make them feel home mm-hmm and when you
make them feel home and let me know
you’re not gonna rip them off yeah I
feel better though I think your
personality works very well with that
concept it just does because I’ve been
in dealerships and not dealerships but
automotive repair places where you don’t
see that yeah what’s wrong with your car
yeah that’s the price you know that’s
the mess and that’s what you hear the
truth but but you don’t have that no we
can’t and the others jr. yeah he’s just
like me we take their customers are
number one to us oh yeah well without
them you wouldn’t be here so and we know
that and we appreciate each and every
one of the customers they do come here
mm-hmm
and that followed us both of us
throughout the years
you both have followers from your
previous places that you’ve been right
yes we do
and we’re both certified so when you say
certified what’s the qualification how
do you what do you have to do to get
certified
well I myself have taken a SDSU sir but
what’s an ASE positive service
excellence does down past the late to
get this business going mm-hmm junior
here has a couple he’s working on
getting all of his yeah that’s why the
signs out front yeah and and then I’m
you know I did work in a few dealers so
you know I’ve done some dealer training
and I’ve also had done some outside
flushes that we do I’ve done some the
training of the products that we use ah
so I’m pretty trained yes it does sound
that way yeah for sure
and along with junior he’s a he’s right
behind me so he’s
good ten years now Steve jr. what got
you interested in automotive repair just
like father and grandfather I could have
just followed suit yeah but you’ll
watched your dad and you learn things
from your dad and and it just went
forward from there yeah you know what’s
funny Chris what he was five years old
yeah I was racing stock car at that time
yeah he’d roll under the creeper and
follows funny underneath the car never
want to work on yeah
but then just out of the blue one day he
fell into a job and it worked and you’d
be having a great time so yeah probably
yeah that’s good it’s kind of cool that
you now have your own place yeah it is
so cool and I know you guys worked in
various dealerships but I always thought
that we weren’t finished with seeing
Steve Burch you know I’ll both of you I
always thought that that was just going
to continue you know it’s time to go
yeah we’re gonna be different yeah
that’s good to hear complaints this is
your this is your life now here well
yesterday were supposed to be yeah this
broadcast boy are we too busy so yeah
yeah you know that’s a lot well when
you’re really busy that that takes
priority over any of this absolutely
some media stuff but that that little
promotion we did for you yeah 6000 news
or something like that that’s yeah
that’s that’s something right there
6,000 years hello
I knew you had a following but I didn’t
know what the real numbers were until I
put that video of an end 55 people
shared it yeah and it’s still it’s still
climbing a little at a time what give us
cuz we keep sharing and posting and
sharing it posted it and yeah you know
we do a lot of the community too so yeah
tell us about the canoe community work
so just this past weekend we actually
sponsored the Special Olympics team we
have a friend of ours that actually has
down syndrom great kid and we had a
blast playing this weekend
nice posture the team we actually play
ourselves is hidden in homeruns put out
once yeah you’re probably still down but
that was fun um we don’t need a lot of
money and that we have a good time so
remember those a great cause that’s good
a great time
that’s can you tell us about the
equipment that you have here at Birch
Motors so a pair of vehicles
everything here is brand new um Jr and I
went out and bought two brand new lifts
mm-hmm air compressor tire machine
balancer everything everything is brand
new there’s not much things we can do
here we don’t have we go buy it what you
so you do every aspect of automotive
repair we do pretty much and you change
engines engine repair okay yeah and I
don’t know everything then um we do
anything from check engine lights to
injury replacement transistor
replacement rear end overall brakes fire
anything with bodywork at all to mix
that I feel like is there is there a
thought process for that at some point
or no no I’m not you know uh me Phaedra
car Chris I don’t want to dwell on it I
just want to you know clarify for ya
we thought something – yeah you probably
have some people you’d call like
everybody you have somebody who can call
you’d recommend but I’m sure there’s a
lot of people recommending you guys know
all the following did you see there’s a
lot of people recommending us and that’s
good extremely proud of what we’ve
accomplished quite a bit and when I
first started when I first started
working with you I said and I just I
just knew from personality just from the
people that I had I had customers and
you would greet them and I just was at
ease when you did that
yeah I’ve seen sense and not so much but
but and but everybody has their style
and their personality I just thought
that your just stood out and you – Steve
both of you really
he’s a I was a service man for me
years yeah I turn wrenches for 16 of
those years 16 and then yeah and that’s
why the big box came from some yeah not
a nice big box out there you can show
everybody what we have out there oh
we’re done here I will put jr. had the
opportunity to be a shop foreman with me
at one point and did very well at it
yeah
why the move on become warm a technician
yeah left he left me five years ago and
what there see here’s ago now yeah
that’s almost five almost five years
yeah yeah and it’s done extremely well
for himself
no became quite the technician when I
see was his idea
I was one I was I was gonna tell you as
to tell me the story about how birch
Motors came to be I just wanted to make
it for ourselves instead of you know
open on somebody else yeah instead make
him somebody else right yeah that’s
pretty much so what really happened
we’re we’re sitting around there’s
Thanksgiving in 2018 and junior said
yeah I want a well shop and I had wanted
to do it for 20 years
anymore that I just didn’t have the I
don’t know it’s hard to just jump into
something like this so oh I know I know
all about that we didn’t do much about
it after Thanksgiving Christmas time
came around yeah and again junior says
dad we got open our own shop let’s get
going
yeah and jokingly I said to him so I
order left let’s get rolling mm-hmm next
thing any lists were here one thing led
to another and we proceeded to move into
this building you move on here is a
here’s a question that people may be
wondering about now you’ve got two bays
here okay is if you guys get and I
anticipate it myself
big bigger than you are
which is big anyway yes I expansion
plans at all absolutely already been
talked about really the only three
I know it’s three-wheeler yeah I know
you plan on just moving in another day
over hopefully if all goes well I’ll go
the plan hmm I think I should do it for
us eventually by the building yeah oh
all right
all right cool that’s our plan we don’t
plan on moving but we want to stay here
we like you here we’ve got a good
location yeah you do right on the main
drag here on the examiner plenty of
parking out front there’s plenty of
spots so we have full storage out back
we’re talking locking gates it’s not
really nuts a plan of getting your
record is in the process of them so I’ll
be towing cars as well we’re still means
to local companies that we spoke to in
maybe in the future do our own thing so
uh we’ve been I don’t know a lot about
towing but those guys help us out so
that’s on that jr. I’m talking about
well you’re gonna get calls from
Grandville or someplace and they want
you to fix your car their car will fix
anyway scar we don’t here over there
yeah but no we like it we enjoy it we
like having the community yeah if
there’s anyone out there that needs
anything even a question call junior
myself yeah we’re very we’re still
getting you see answer the phone birch
motors yeah made any mistakes in that oh
yeah I’ll say hello like this perch
motors I’m like oh yeah he’s getting
pretty good at it that’s good thanks 97
phone calls
so as of as of today been in business
how long three weeks yeah open doors
you’re awake three four weeks your first
day my first day what was your first day
here like that was actually very good
surprisingly we open the doors and car
started coming you’re shocked people you
know is that you probably publicize it
before that I think the night before we
did yeah you know when I saw Facebook
exaggerated
that’s where I suck that’s where that’s
where 95% of our business comes from we
did a grand opening the Saturday before
we all yeah it was out of town I would
have been here
yeah it looked for like you did well we
did extremely well good show
get certificates a lot of people came
and then Monday morning we open the
doors so it worked out well and we’ve
been busy from here on basic stuff oil
change so damn four-cylinder
six-cylinder what’s the price on that
depending on course oil we arranged from
thirty nine ninety five to fifty nine
ninety five ninety five if you do
depends on what it is right you do a
full service cars is thirty nine ninety
five
yeah we’re working on a brake special
yeah we’ll have coupons on or on our
Facebook page
yeah you can go check that out yeah
we’re working on all that stuff but
right now quite honestly we’re we’re
busy so we’re proud of that and we’re
thankful community to come in jump right
down three you have any more community
plans in your mind we do I’m not eating
yet okay we do have some plans I plan to
get back racing oh yes I have been able
to race because I’m I’m busy
but we’ll have a virtue owners car
hopefully where is it that you race I
race all these spirits over Speedway
yeah I’m gonna venture off the devil’s
Bowl this week
yeah hopefully and it’s my wife lets me
well you know that’s your support system
you cannot ago that but she’s been
helping us extremely well too so right
now how it works is I’m here full-time
mm-hm
juniors here at night he’ll be here
full-time in a couple weeks
yeah my wife will be full-time September
first oh good it’s been working it’s
gonna be full family but still be in the
office
she’ll be there in the doing that sort
of stuff that’ll free you up to do what
you do best
yeah exactly yeah take your cards your
customers and that’s good that’s good
and and and you get you must get some
new customers ready to haven’t seen
before
yeah a lot a lot we get we’re getting a
lot of recommendations from the local
shops that we use without meeting you
where to get our parts room yeah yeah
from just our name we do have our trucks
lettered up but you know oh yeah on the
internet and the building’s all lettered
up nicely so yeah yeah we’re getting
people we don’t know we’ve got a couple
contracts we’ve signed already so things
are going well with us we won’t we
expand we want to all in the building
yeah and we want to meet me in the
future and on some text that’s the plan
Steve jr. first car you ever repaired
how did it go well it was a she’s a long
time ago now it was that remember but he
actually had to help me out with it I
remember when I first did I didn’t know
anything when I was doing back then you
know I changed some oil is about this
yeah let me help me out with it and
that’s where I kind of fell into yeah
you know fix it for myself figure out
really what to do yeah that’s good yeah
it works in two different locations
together yeah
then we ventured on our own path mm-hmm
tried to do something different but did
you see we all ended back this fate has
it and things and I found this true in
my own life things happen for a reason
to do they do it may seem like a raw
deal or something at the time but right
it just turns out and then look where we
are now so angry right here yeah we’re
excited we love working together yeah
he’s actually the crew chief of my race
team so we’re Friday night I remember
that I’ve been not seen you guys racing
we we were working together all day that
need to be that he’d rinse the car with
me on Friday nights mm-hm
so we had a great time we’re always
together we’re
sticks together so yeah I’m looking
forward to moving on future so you’re
gonna have a 75 car is it gonna be
something like number seven we might
change that we’re gonna ask the wife
first
oh yeah here you know that room maybe
the year you’ve started like 19 I’m just
throwing that out to stablish the 19
yeah something like yeah right now the
main focus is here yes and getting our
customer base
well the word is certainly out as you
know I mean I mean I was here one day
just you know chatting a bit and you
said you had like eight eight customers
eight separate customers that particular
day is that a frequent thing it is it
has been lately yesterday we had over 10
so Oh 8 to 10 customers and 2 big shops
a lot yeah we’re excited about it yeah
it’s a schedule yeah but you guys you’ve
been working together your father and
son so you you know each other things
and works and if you one of you needs
something the other one probably knows
it before he says it
thing with us is we double check each
other yeah yeah I just heard some of
that earlier today yeah that’s huge
yeah so I mean because that’s what keeps
it low know that no one’s perfect
so no one else with two eyes and
everything yes what’s the best way to go
and then tool wise we have I mean he has
his own stuff he’s purchased over the
years and I have all my stuff so so when
you guys own the building when you
that’s your plan that’s your goal you
know your goals and it’ll be three base
five total who you hire anymore text
absolutely let’s play it yeah yeah
that’s very much another plan
yeah this place will be rocking is
rockin it is rocking we’re we’re doing
extremely well so I think you know we
got a schedule board gear word word you
know we have on the average we have a
minimum of five cars a day yeah maximum
on 215 make done yesterday we did 13 13
13 cars two days two guys got all that
one day so that’s because you got a
system which you write without a system
there wouldn’t work right maybe you get
three done those are the day who relax
but if you know it’s gonna be busy right
yeah and what are your hours of
operation at Birch Motors really
realistically 99 once we’re all here
we’re gonna change that yeah because
right now we have no life well that’s
what it is when you start a business is
true that’s why we do what we do we’re
still gonna work late but we might we
might come back a little bit on the
times maybe seven or yeah you know we’re
gonna cut it back so many vehicles ready
beater well there’s a lot of people that
work to 9 to 5s and maybe this 96 or
whatever and come in after that’s 6:30
7:00 something and you know change any
of this or that and whatever yeah and
you know Saturday we were eight before
so so um that’s gonna change much you
work Saturday and Sunday is kind of a
day of rest those day of rest now
what brands of vehicles do you work on
it doesn’t matter anything it’s got a
motor it’s got a voter and we can fix it
I’ll do it
yeah okay there are we’ve even got
motorhomes I don’t want to get into that
but uh I don’t plan on doing
but anyone who has won that means our
assistants will certainly do our best to
help it okay okay well anybody with your
your background how many gears total
Steve Junior have you had in automotive
I’d say say I’m going on nine I think
it’s about me I saw between yeah you
might have 39 close to 40 units of
experience
40 Randy and you’re bound to know a
thing or two right and which means you
could expand out a little I mean you
ever do it things like motorcycles and
stuff like that no no you don’t know
being my won’t Avenue but I certainly
would make somebody
yeah that’s not your thing yeah all
right so you’re doing 8 and 15 roughly
cars and trucks whatever customers a day
and you have contracts and probably more
coming I would think oh yeah and the
phone rings a lot during the day you
know yeah yeah texts and we text we we
prime a message we do a lot of email
stuff that white doesn’t want of the
answering on perch motors on the
Facebook page yes
and then refers to us which is huge
once everybody’s here full-time why
don’t be a little easier yeah
right now we’re trying to get the
business building so we’re all scattered
in different directions but mm-hmm
although very hard stores have been
extremely well to us deliver to us on a
nice quick manner yeah recommend us
that’s huge must have a lot of
recommendations yeah we had one customer
that comes to mind on CDs but was highly
recommended to us from one of the area
vendors of use hmm we fix their car in
hours and got them back home they were
three and a half hours away well check
out our Facebook page that said a great
saying about us so this Creek
yeah I saw some pretty awesome
recommendations on it yeah pretty good I
just want to say and maybe this is about
you guys but I just want to say
congratulations to both of you so on
your opening this awesome place I
haven’t had the opportunity yet but I’m
gonna be buying some tires of you sell
tires what do you even get them for oh
yeah
yeah what we do
from some of our local vendors no good
we just got hooked up with a new place
on Albany oh so we’ll give you a better
tire pressure mm-hmm so absolutely
actually we did I did three sets today
so it was pretty cool
that’s great man I think I’m gonna wrap
it up for now but we may do something
when things progress and you grow and
opening another day or whatever you’re
doing I meanwhile keep track of it and
when we talk again at some point yes
that was good again

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