The Golden Rule Behind The Ultimate Service Team

By Bob Cox

Of all the advice Dave Trux, the owner of Valley Motorwerks has received during his lifetime, the one he credits much of his success to is following the Golden Rule, “Do onto others as you would have them do onto you”. He doesn’t just practice this rule in the comforts of his home but everywhere he goes, especially at work.

Over the years as an outside sales rep, I’ve been in hundreds of auto repair shops and not all of them have given me a warm and fuzzy feeling. On more than one unpleasant occasion, I’ve experienced the wrath of a greasy and hostile mechanic. Fortunately, you won’t have to endure that kind of treatment at Valley Motorwerks. You can expect an experience that’s as far from that as possible.

“We created some core values here at the shop and we pretty well stick to those. One of our core values is that we treat everyone that walks through the door like a member of our family. And that treatment doesn't just extend to our customers. That treatment extends to everyone, from the guy who picks up our waste oil to the guy who delivers our parts. They are as important to the success of our business as the people who walk through our front door and spend money with us”, explained Dave.

I caught up with Dave the other day to learn more about his compelling core principals and how he’s applied them to other aspects of his business.

Q: What did you do before you became the owner of Valley Motorwerks?

A: I've been involved in automotive as a vocation the good majority of my adult life. I started in the dealership level for a brief time then moved to the factory level with Audi. After that, I worked in automotive aftermarket marketing.

Q: How did you get involved with Valley Motorwerks?

A: Through my former business partner, Walter Ford. I came back to Sacramento from Houston, Texas in 2004 and Walter and I met through racing. He opened Valley Motorwerks in 2006 and then we formed a partnership in 2014. He's been out of the business now for just over a year and here we are.

Q: What was it about Valley Motorwerks that was so appealing to you?

A: Well it's my affinity for the German cars that we work on. Also, the fact that we're still involved in motor sports as well. This is a natural fit for me.

Q: What makes Valley Motorwerks unique?

A: When it comes to servicing and repairing German automobiles, we truly are Sacramento's original dealership alternative. You would get the same high level of service that you would at the dealership without the expense of a dealership. We have factory trained technicians, a 12 month/12,000 mile warranty and install OEM parts. It's just like going to the dealership but you get to keep a little more money in your pocket.

Q: Do you have the freedom to install aftermarket parts that are superior in either design, durability or performance?

A: Yes, and that’s because dealers have to meet strict franchise agreements, so the dealerships have their hands tied in many instances. We have the ability to install a variety of superior aftermarket items, including exhaust systems, suspension and brakes. For example, we offer a brand of brake pads that gives you the stopping power of a factory pad without the excessive brake dust.

Q: What makes of vehicles do you specialize in?

A: We began strictly with BMW's and then began servicing Mini Cooper, which is a BMW product that's very similar to BMW in engineering and design. After that, we slowly branched out into servicing Volkswagen and Audi because those two brands are cousins as well.

Q: What qualities do you look for when you hire a technician?

A: Well, I certainly want somebody who's enthusiastic about the brand’s we work on and that's exactly what we have. Secondly, we look for somebody that has some experience at both the dealership level as well as the independent level. We've been fortunate in that area as well. Training is ongoing and continual here. I’ve invested in sending my guys to classes as far away as Dallas, at my expense. So, that really benefits the shop, our technicians and ultimately the customer.

Q: With highly trained technicians, you should have fewer customers coming back to fix the same problem. Is that correct?

A: Yes and everything we do is backed by a 12 month, 12,000 mile warranty. We've even stretched those limits from time to time, depending upon the situation. In the rare event of a comeback, the customer comes first. We spare no expense in making sure that customer is satisfied.

Q: Your shop has several large windows with a direct view of everything that's happening in your shop. Can you tell us your thinking behind these windows?

A: Yes, we wanted a seamless look, from the front of our shop to the back of our shop that is totally transparent. Customers absolutely love the fact that they can watch their car while it's being worked on. That transparency also keeps us on our game and encourages us to keep the shop clean and orderly. If I had a dollar for every time somebody said they loved being able to look out into the shop, we probably would have closed the doors a long time ago (laughing).

Q: What have been the biggest surprises you've experienced while owning Valley Motorwerks?

A: Well, the county of Sacramento and the state of California can be challenging to the small business owner, but I think they’re making strides to improve their relationships with small business owners. On the positive side, the guys I'm surrounded with are great. Everybody here is pretty tight knit. We all respect and support each other.

Q: Are you able to help people that have extended warranties who want to give your shop a try?

A: Yes absolutely. If you have an extended warranty you can choose an independent repair shop that can handle that extended warranty. You don't have to go back to the dealership. If you’re planning to buy a new or used vehicle, I strongly recommend purchasing an extended warranty. I don't know of a customer with an extended warranty that hasn't at least broken even with their extended warranty.

Editor’s notes: Valley Motorwerks is located at 11403 White Rock Road in Rancho Cordova, CA. For more information about Valley Motorwerks, contact Dave Trux at (916) 636-9526 or visit their website www.vmwerks.com.