The story of this iconic third-generation auto and tire shop reads like a playbook straight off a coach's desk. Sitting in the lobby of Combs Auto and Tire, decorated from floor to ceiling with local sports memorabilia, owners Scott and Wendy Combs talk about what it takes to develop a winning team. As avid sports fans, Scott and Wendy's core values underscore teamwork, offensive play, and defensive strategy, which can be summarized as "taking it one shift at a time" and "keeping your head on a swivel."
First-round draft pick
Admittedly, Scott is not a car guy. His dad, Bill Combs, wasn't a car guy, and Scott's son Cameron, who works in the shop, has a biology degree from UM-Rolla. "Nobody wants us working on their cars," laughed Scott. "We have surrounded ourselves with top technicians who are car guys. Patrick, John, Kyle, and Blake are the experts," he said. "Through osmosis and standing here for the last 35 years listening to service techs talk with customers, I've learned enough to be knowledgeable, but those guys are top draft picks. They fix cars, but they also take the time to talk to people about things other than cars. Encouraging this type of "huddle-up" mindset is something that I learned from watching my dad as he built this business."
Line Change
Bill Combs, founder of Comb's Auto and Tire, worked as an accountant in the corporate world for much of his career, most notably as CFO for the St. Louis Blues. He then made a line change, deciding to become an owner of a business everyone needs - car repair. Realizing that winning in business isn't easy, Bill discovered that one of the keys to success is to show up and talk to people. Having an outgoing personality and being a super fan of St. Louis sports, Bill could easily talk with anyone about anything. And he did - six days a week for 10 hours a day. He spoke with customers, service technicians, industry suppliers, and office staff. "My dad started this business in 1985, faced challenges, and built a great business," said Scott.
Run/pass option
Scott graduated with a marketing degree from St. Louis University, where he met Wendy. After college, he worked at the Sporting News, and when that position ended, Bill said to Scott, "Come work at the shop. It may or may not be for you, but try working here." Scott teamed up with his dad in 1992 and never looked back. "I can't imagine myself doing anything else," said Scott.
Keep your head on a swivel
In hockey, this means staying alert and aware of everything happening around you. As a core value, it emphasizes being attentive, listening to others, and staying open to different perspectives. "What we do here has as much to do with people as it does with their cars. I've learned a lot about psychology and being aware of what's happening in people's lives," said Scott. "Our service team typically chat with customers about their family, a community event, or a sports game. It's an interesting dynamic to watch customers' eyes light up when they get to talk with our service team and the technicians who worked on their cars. That is something I learned from watching and listening to my father. Now Cameron is watching, listening, and keeping his head on a swivel."
One shift at a time
Customers remain loyal because they know they are deeply cared for. They'll get an honest answer, and Scott, Wendy, or Cameron will make it right if something goes wrong. With their core value of 'taking it one shift at a time", Scott's team uses the 3 C's: Concern, Cause, and Correction for every customer. "Whether it's a small fix or major repair, we treat each customer with the same level of respect and attention," said Scott. "It all comes down to caring," he said, underscoring Combs Auto and Tire's fourth 'C.' "You never know what personal challenges people are facing. When your car breaks, the stress levels and complications are multiplied. We try to ease that part of the pain for people. It's about taking one step at a time to consider a customer's budget and mental space as we help them make good maintenance decisions for their car.
Calling an audible
"Scott is a great listener," said Wendy. "Everyone - men, women, seniors- feels comfortable talking with him because he treats them kindly. Even when people are frustrated or panicked, he's calm and can hone in on exactly what they need so he can help." Wendy said people often remark to her, "Your husband saved my life," as she explained how Scott helped people who hit a curb, knocked their car out of alignment, backed into their garage; the list goes on. Recently, a woman called the shop in distress because her car didn't have any oil, and she feared that driving it would result in costly damage to her car. Scott drove to the woman's home and added a quart of oil to the car, ensuring that her car was ready to drive. The woman came into the shop bringing brownies and a heart full of gratitude. Wendy recounted when a 93-year-old man came in for a minor tire repair. "Scott could tell that the man would welcome someone to talk to, so Scott and the man spent 40 minutes conversing while phones were ringing off the hook." Wendy also loves it when Scott stops to talk with the kids.
Man-to-Man
"The kids are great," said Scott as he talked about all the kids who come into the shop asking for donations to their youth organizations. "We try to give a little bit to everyone. But they've got to talk with me, person to person. The kids are usually shy initially, but I try to put them at ease by asking about their season or the organization. It's fun to see them come out of their shell." As a community-forward, philanthropic company, Combs Auto and Tire has partnered with St. Vincent de Paul's car program. "If someone is down on their luck, they'll bring their car to us, and we'll check it out. Transportation is something most of us take for granted. For many people, their car is their lifeline. We're honored to help people get back on their feet through servicing their car," said Scott.
Pass the puck
Scott and Wendy discussed the changes they have seen since buying the business from Bill and Sunny Combs five years ago and how they collaborate on the transition as Cameron works toward owning the company. "Dealing with parents and customers and staff, being the owners' son, has its challenges," said Scott. "It took me a while to feel comfortable when I started working here. The key for me is instilling what my dad drilled into me: you show up, clean the bathrooms, and do all the jobs you ask the staff to do. You have to earn it. It's exciting to see how focused Cameron is on making this business successful so our team and our customers' families can thrive. That is something that my dad taught me at a very young age. Our team, customers, and community are at the core of everything we do. Few things have brought me as much joy as working and serving here."