For most people, second to buying a home, a luxury vehicle is probably the most expensive thing they’ll ever purchase. It’s also something they rely on every day to get them where they want to go.
Beyer Motor Works, long known for servicing, maintaining, and repairing of BMWs and Mini Cooper, has expanded its premier services to include Mercedes, Audi, and Volkswagen. The European car repair shop has been in Chandler for 25 years, and in September of 2017, it was acquired by Doug Maxwell and his three investment partners—and they have known each other for over 20 years.
“We noticed the car business was really changing and becoming very technical,” says Maxwell. “Cars were getting more technical and harder to work on unless you had the newest tools, technology and training. After spending 20 years in healthcare where I was caught up in so much technology, I decided to get into the car business and set out to do it better than most career car guys.”
With many people having a negative impression of auto repair shops, Maxwell wanted to utilize his corporate background to change that viewpoint. In order to do this, he set out to give his customers a truly unforgettable customer experience, explaining that there are so many touchpoints of a customer's experience that people will remember you and tell someone when you do it perfectly.
At Beyer Motor Works, the experience begins from the time people see an advertisement and continues when they pick up the phone, call for an appointment, and set a time. When that person arrives, they walk into the lobby, which is more like a dealership than a repair shop.
It progresses from there to having their car inspected and receiving a fair and competitive estimate, to coming back and driving their vehicle out of the shop. But, it doesn’t end there. Customers will also receive a follow-up call to make sure everything that they expected to get from a first-class business was delivered to them.
“We have three master mechanics who are specially trained just for these European models,” Maxwell shares. “We’ve upgraded the business with the most advanced diagnostic equipment, so we are capable of reading the computers that are on board of these very technical European vehicles and making true and accurate diagnoses.”
Maxwell, his staff, and the team of expert mechanics are definitely doing something right.
“We've grown our customer base year after year,” he says. “In my four-and-a-half years here, I have received more than 200 five-star reviews, which is not easy to get in an auto repair shop.”
Maxwell became an Arizona licensed used car dealer three years ago, and only buys and sells European cars through ExclusiveEuropeanCars.com.
“People too often were coming in and saying they just couldn’t put any more money into their current car and they were thinking about trading the car in or selling it on their own so we wanted to provide an opportunity for our customers to sell us their car and buy a newer one,” he says.
“We operate Beyer Motor Works repair shop at Stellar Airport in Chandler, and we turned our airplane hangar into a beautiful showroom for our Exclusive European Cars. My son Brock started a detail business, TheDetailHangar.com, and he provides details for all the cars for our customers and for our car business.”
