Ann Sangpan, Co-Founder & CFO, Check Engine Express recently shared her small business story on the Next Stage Business Radio show “Your Business, Your Story”. As part of our focus on the power of storytelling in business, here is a written version of Ann’s story. Enjoy!
When and why did you start your business? ? Why did you choose this industry?
Check Engine Express is a full-service auto repair shop. We work on all makes and models, both foreign and domestic (except for Ferrari’s or Lamborghinis). We do everything from oil changes and brakes to rebuilding an entire engine.
My partner and I started the company in May of 2008 believing that we can change the customer experience when it comes to automotive repair. Everyone has a horror story about a repair gone wrong. In most cases, it’s due to unethical practices, or lack of expertise by the shop. We set out to build an ethical practice with fair prices for the services we deliver, and a model of convenience so the hassle component goes away. Customer service is our number one concern.
There are several aspects of our business model that make us unique:
- We offer a free pick-up and delivery service to our customers so they don’t need to interrupt their day to bring their car into the shop for repairs or maintenance. If you live within a 10 mile radius of our shop in Minnetonka (494 & Minnetonka Blvd), we’ll pick up your vehicle from work or home and bring it into our shop, do the necessary work on it, and bring the vehicle back to you. We don’t charge for the pick-up and delivery, and our prices are VERY competitive. We have a minimum $150 of service for the pick-up and delivery, and vehicles must be in drivable condition or towing charges may apply.
- We are a non-retail shop. This is key to our ability to compete. Our shop is in an industrial space rather than a retail one. As a result, our rent is a fraction of what our competitors are paying for space. The savings allows us to provide the pick-up and delivery without charging the customer for that added service. Customers are always surprised that our prices are so competitive when they are used to paying more for premium service.
Who are your clients? Who is best served by the product/service you provide?
Busy professionals love our service. Because we make it so convenient and hassle-free, customers don’t put off needed work on their vehicle because they are too busy. When a mechanical problem is addresses in a timely manner, customers will often avoid more costly repairs later.
What drives your passion to serve these clients and to the good work you day every day?
We take a consultative approach to help our customers make the best decisions in keeping their vehicle in good working condition. When we get a vehicle that has several (or many) issues with it, we put together a list of what needs to be repaired along with quotes. We advise the customer of any issues that impact safety, and will advise the customer to address those issues first. Then together with the customer, we prioritize what should be done next, what to look for as signs of a condition worsening, and so on so that the customer is educated on the condition of their vehicle. Our philosophy is not to do as much work as we can when we are working on a vehicle. We want the customer for life, not just that one sale. With the economy and tight budgets, customers appreciate being told they can wait another 3 or 6 months before they have to address an issue.
What is one major hurdle (personal or professional) you overcame as you have grown your successful business?
Cash (or lack of) has been our biggest issue. Business loans are not that easy to get, despite what everyone says, and borrowing money when you have a new business is very expensive. Instead of going that route, my partner and I opted to fund the business entirely on our own with the help of a few credit cards and a small line of credit. The best way for us to overcome not having money is to increase sales exponentially. We are a cash business with no receivables, so more sales instantly means more cash flow.
Who or what has been a major influence on you as a business owner/business professional?
What is the best piece of advice you ever received from a mentor/someone you respect that still helps you in business today? My 30 years sales experience in the software industry has been the most helpful experience I could have had to become an entrepreneur. Best advice someone ever gave me: “Never settle for anything less than what you want.”
Along with that piece of advice, what is another suggestion you would give to a new/up and coming business owner?
Know what you are trying to accomplish. I see new business owners winging it, for the most part. I am a big believer in setting goals, tracking progress, measuring success. If you want to accomplish something big or extraordinary, it doesn’t happen overnight. There are steps to success. Know what they are and what obstacles stand in your way.
What is the one thing you cannot live without on a daily basis? (tool, gadget, person, routine, etc..)
The internet.
Who is your support system? Who or what keeps you grounded during challenging times?
What do you do to balance your work with your life? I have a great business partner who is also my significant other. He manages the operations side of our business. We have very different personalities and approaches to problems, which makes for some heated debates. But in the end, we both value the same thing and have the same vision for what we want our company to be. At this stage of our company life, we don’t have any balance. Check Engine Express is our only focus right now.
Most successful people in business are also continually learning and growing. What is a recent book you read, audio your listened to, blog you regularly engage with, speaker you experienced that you can share?
I’ve been fortunate to have worked with software start-up companies for almost 30 years. I’ve learn a lot about how to be resourceful and to think out of the box when it comes to problem-solving in a relatively small and new environment. I like reading about new businesses and learning about their new approach to an old problem, or inventing a new industry all together. The internet is great for that type of research.
What’s next for you and your business?
Any new projects/products/ideas/services/collaborations you are launching in the near future? We will be expanding our shop by the end of the year, then expanding to additional locations (Maple Grove & Bloomington) after that.
To hear the full radio interview of Ann, check out “Your Business, Your Story” on the Next Stage Business Radio Network.
