Customer Service

Customer Service at Chandos Auto’s

Outstanding customer service comes down to quality of work. We provide a service to Vehicle owners by looking after their car service requirements. People do not like parting with their car, so what we do is try to minimise this inconvenience. The most important aspect in minimising the inconvenience is to ENSURE the work is carried out properly – first time, every time. Sounds simple? Actually, it is one of the most difficult things to do, especially in our industry. People expect the car to be serviced and repaired correctly the first time. If they have to come back another time or wait longer than they should, they become disenchanted and lose faith in the organisation. Having all the latest equipment, the cleanest workshop and a cappuccino machine in the waiting room is nice but it is not a ticket for quality work.

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The way we deliver outstanding customer service is to concentrate not on the customer, but on the employee. The motor industry suffers from traditional bad, autocratic management principles, by treating staff poorly and paying low wages. If the staff are happy, the job will get done properly. We recruit extremely carefully and very skillfully and pay top salaries accordingly. We treat all staff equally. They are constantly trained and kept up to date on latest developments; they are encouraged to help one another, especially if someone is struggling with a job; we have regular meetings to find out problems, improve the organisation and discuss ‘wish-lists’; they are allowed to have their mobile phones switched on; and most importantly, they are treated with equal respect. These are some of many reasons why our staff produces good work.

One reason why poor quality can eventuate is when someone has a ‘sickie’ and the other staff members have to work harder to fill the gap. Forcing people to work harder and faster is a recipe for poor quality. Our staff do not take sickies! Why? Because they are comfortable in coming to work each morning.

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Quality is one reason for outstanding service, but of course it is not the only reason. Minimising the time a customer has to wait once they have arrived to pick up their car is another reason for our success. If we say that the car will be ready at 4:00 PM, then it will be, invoice on the counter.

There are many other things we do which make a difference. It’s the extra time we spend on ensuring that the car is right. Most places are under pressure to maximise productivity, here,we don’t mind if the job takes a little longer. We may lose a little profit, but at least the satisfied customer will come back next time (and may even tell a friend).

So there you have it. Some of our incredible reasons for success. I say this in a very sarcastic way because incredible it isn’t. Common sense and logic it is. It is difficult to describe every single reason, but what I can tell you is that I come to work happy, because everyone else around me is happy. If we look after the workers – they’ll look after the customers. That’s our success in delivering outstanding customer service.

We are based in Cheltenham, but we are not limited to just one place and offer car service and repairs for residents of Beaumaris, Black Rock, Sandringham, Highett and the surrounding areas. Call us on 03 9584 3232 to booking.

If you’re unsure what your vehicle needs, we’ll provide honest advice and help you build a practical, cost-effective service plan tailored to your goals.

Drive away knowing your car is in expert hands.

Book Your Service or Inspection Today

Whether it’s time for your next scheduled service or you need a roadworthy certificate, we’re ready to help.

Testimonials

    
 
 
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   Justin Peters 
 
 
 
 Trustindex verifies that the original source of the review is Google. Excellent service and very efficient work. Highly recommended. Thanks Sarah and team.
  
 
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   Amy Fowlds 
 
 
 
 Trustindex verifies that the original source of the review is Google. As a woman who isn't particularly knowledgeable about cars (personally), I've unfortunately had some bad experiences in the past where I felt taken advantage of. That's why I am so incredibly grateful to have found Chandos Auto's! From the moment I walked in, Sarah and Paul were not only welcoming but also transparent with their pricing. They took the time to explain exactly what needed to be done to my car, why it was necessary, and what the costs would be upfront. Their kindness, honesty, and professionalism made me feel confident in their work, and I can’t express how much peace of mind it gives me to know I have a mechanic I can trust and now have as my regular mechanic. I wholeheartedly recommend Chandos Auto's to anyone looking for reliable, honest car service.

Thank you again, Sarah and Paul! My car is running beautifully. :)
  
 
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   Jen H 
 
 
 
 Trustindex verifies that the original source of the review is Google. Very friendly, knowledgeable and professional. Explained the work that they performed on my car to me and answered any questions I had. No hidden costs along the way, as I was called and asked prior to anything unexpected being done so I could decide how to proceed. Thank you, I will be returning next service.
  
 
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   Jack Goulmy 
 
 
 
 Trustindex verifies that the original source of the review is Google. Great servise and great team! Highly recommend.
  
 
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   Sendo Liu 
 
 
 
 Trustindex verifies that the original source of the review is Google. Very helpful, very responsive, very quick
  
 
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   Freddie Carlstrom 
 
 
 
 Trustindex verifies that the original source of the review is Google. Stephen from Chando’s took on my roadworthy when no one else would this close to Christmas. Awesome, friendly service with incredible turnaround times. So good to find such a great local mechanic - we’ll be back.
  
 
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   Sam Giles 
 
 
 
 Trustindex verifies that the original source of the review is Google. Went and took my Ranger to Chandos for the first time today for a service and have a look at a few things, Steve the legend ran me through everything he did and what to keep an eye on, great to find a local mechanic, cars driving grouse will recommend to all family and friends
  
 
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   M C 
 
 
 
 Trustindex verifies that the original source of the review is Google. Best guys ever, needed an inspection done because I was having trouble finding an issue, multiple people/places couldn't but this place had found my problem in 15 minutes. Everyone was kind and friendly, 11/10 service!
  
 
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   Dustin Carpenter 
 
 
 
 Trustindex verifies that the original source of the review is Google. I can’t say enough good things about these folks!! I had one day to get 3 days worth of stuff done and they smashed it for me cheaper than I was quoted else where. And they did it while being extremely kind and polite.
  
 
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   Renae 
 
 
 
 Trustindex verifies that the original source of the review is Google. Life had thrown massive curveballs and to top it off, I had my elderly fathers car transferred into my name. Original mechanic sick, booked in a panic to another who did not turn up. Last day to keep registration ( I had been waiting for original mechanic- my fault). I rang Chandos and these guys squeezed us in. They were already busy. They were kind, professional, upfront and honest. I will definitely go back to these guys. Very happy. A massive Thankyou

Customer Service at Chandos Auto’s

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