Meet Jack Williams of Smog ‘N
Go
By
Bob Cox
I
recently had the chance to ask Jack Williams, the owner of Smog “N
Go some questions that give some insight into his success and why
Smog ‘N Go is one of the fastest growing companies in the region.
Q:
Why did you decide to open a smog testing facility?
A:
In the late 90’s, I had to take my wife Lisa’s car to get it
smogged. My neighbor told me about a new concept was called “test
only”. This is where the car is tested but you don’t have to
worry about having it repaired at that point. I went to a local “test
only’ facility and realized that I had waited close to an hour in
an un-air-conditioned, cramped waiting room. I had an epiphany. There
were about five or six things not being done that should be done in
that industry that would revolutionize it. I went home and told my
wife that I wanted to quit my job as the regional manager for a
temporary help firm and start a smog check business.
Q:
How did your wife respond to your announcement?
A:
She laughed and said “Jack, on a good day you can find the engine
in a car”. But, she was very supportive and we spent all of 1999
purchasing property and building our first Smog ‘N Go in Elk Grove.
It opened January 6, 2000. Since that time we have grown from our
first shop to six shops in the greater Sacramento region. We have
shops in Elk Grove, Rocklin, Fair Oaks, Laguna, Folsom and West
Sacramento.
Q:
Just
how big is Smog 'N Go?
A:
We are tied with the highest volume company in the state of
California and are number one in Northern California. We smog check
approximately 80,000 vehicles per year. We have had consistent,
steady growth over the last several years. It’s been exciting. We
have been recognized by the Sacramento Business Journal as one of the
“fastest one hundred growing companies” five times during our 15
years of business.
Q:
Is there a key principle that you incorporate that you feel has made
Smog ‘N Go successful?
A:
Yes. We always take care of the needs of our customers above our
own. If there is ever any time where our employees need to make a
choice that can either benefit our customers more, or our company
more, I always say “Go to the side of the customers, because it
will pay dividends in the future”.
Q:
Can
you share an example of putting the customer first?
A:
Yes, right after we opened up our first shop, a woman came in and had
her car smogged. She left with a “passed” smog certificate. About
45 minutes later she called saying that when she got home, she opened
up her mail and found a coupon. She said “I doubt if you will
honor that coupon because I have already been there”. I said “No,
bring the coupon back and we would be happy to give you the $10. So,
a half hour later she was back in my office so I gave her the $10 and
she was extremely excited. About two or three weeks later, there was
a wonderful editorial in the Elk Grove Citizen from this lady talking
about her positive experience. Over the fifteen plus years that we
have been in business, we have had many experiences like that where
we always go to the side of the customer and it has always come back
to bless us.
Q:
What motivates people to patronize Smog ‘N Go?
A:
People get their car smogged because they have to. What we do is get
them out within 15-20 minutes, give them a clean, friendly and
comfortable place to wait while we take care of their smog check
needs so that they can get on with the things they want to do. Our
slogan is, “In and out in a hurry!”
Q:
Tell
us about your "Multiple Niche" concept for success?
A:
When we opened this business up we wanted to have multiple niches:
Things that we do and accentuate that our competitors were not doing.
Usually they operate in converted garages and gas stations. We built
all six of our facilities, from the ground up with multiple bays for
faster service than our one bay competitors. We have expanded hours
so our customers can have their cars smogged before or after work. We
hire friendly and knowledgeable customer service representatives.
Our waiting rooms and bathrooms are clean and comfortable, and we
provide free WIFI. Half of our clientele are women and they know Smog
‘N Go will treat them with respect.
Q:
What other services have you rolled out?
A:
We have been offering DMV renewals and transfers of title for a few
years. This gives our customers an option so that they don’t have
to wait in long lines at the DMV.
Q:
What kinds of vehicles are you qualified to register?
A:
We can register all vehicles, including cars, trucks, boats,
motorcycles and RV’s.
Q:
Are there any major changes coming?
A:
Yes. The Bureau of Automotive Repair has announce that starting March
9, 2015 all vehicles 2000 and newer, all diesels 1998 and newer and
all hybrid vehicles are going to be inspected without the old
tailpipe dynometer testing. We purchased the new On Board Diagnostic
Testing equipment to do this and not every smog shop has made that
investment in the equipment.
Q: You
are very involved in the community. Tell us about that.
A:
Smog ‘N Go has been really excited to partner with the Make-A-Wish
chapter here in Northern California. MAW grants wishes for children
with life threatening illnesses. Over the years Smog ‘N Go and our
customers have donated over $300,000. I am also very involved with
the Boy Scouts of America and with my church. (A
note from GFI Mag:
Mr. Williams was on the board of Make A Wish for six years and served
as chairman of the board his last year. In addition he has served for
several years on the Executive Board of the Golden Empire Council of
the Boy Scouts of America which serves up to 20,000 young men a year
in Northern California. He served as chairman of the board for two
years. He has served on the local board of the Brigham Young
University Management Society. Jack was awarded the “2014
Sacramento Philanthropist of the Year”.)
Q:
Do you have any advice for success in accomplishing your goals?
A:
One of the things that have really helped me in my day to day
obligations is being able to differentiate doing things effectively
and doing things efficiently. I can be very efficient when I am
working with paperwork and inanimate objects, but I become effective
when I work with people, because people are not inanimate. I look at
them as my brothers and sisters. They need your time, your
consideration, your courtesy. You can’t check them off your list
of things to do. You need to give people the time that they need to
express themselves or to work through any situations, concerns or
problems that they may have. When it comes to people, never treat
them efficiently, always….always, effectively.
Editor’s
notes: For more information about Smog ‘N Go, call (916) 760-4200
or visit their website at www.smogngo.com.
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