Customer Spotlight ALLDATA Market and ALLDATA Manage
By Kathi Kankis
Work Hand-in-Glove” ~ Lynne Cardwell, Owner, Car Care
What Do Your Customers Say About You?
“We have always bragged about the service and personnel at your
shop. We have been long time customers, and it’s nice to be able
to recommend a shop where you can take your vehicle(s) and know
you can trust the honesty, integrity & reliability of everyone
Ninety-three percent of adult Americans said that a
company’s reputation for honesty and fairness is extremely
important to them. And, according to a recent Nielson Report,
ninety-two percent of consumers around the world say they trust
word-of-mouth recommendations from friends and family, above all
other forms of advertising. Did you also know that repeat
customers spend 33% more than new ones? You can bet Car Care
Center does. Below is an interview with owner, Lynne Cardwell.
“I have been a customer of theirs for many years now. Try them
and do not hesitate.”
ALLDATA: Why are you so successful?
Cardwell: Well, success is always a work
in progress, but we do place a huge emphasis on great
relationships with our customers. We not only want them to know
that they can trust us to be honest and provide high-quality
workmanship, but we reach out to them at the right times by email
and mail. In all our communications we find ways to say we
know who they are individually, and we design our maintenance
intervals to their specific vehicle, based on our knowledge of
their driving habits, as well as the age of the car and the
“As a single older woman, I sometimes feel that I am not told the
truth. Mr. Cardwell told me all that needed to be done to my car,
how much time I had before it was absolutely necessary to get it
done and the price. Thank you!”
ALLDATA: How do you find the time to be so
Cardwell: We use ALLDATA Market®
Platinum and ALLDATA Manage® Elite,
together. Market works hand-in-glove with Manage. Because Market
pulls the information about the customers and their vehicles in
real-time out of Manage, our correspondence with them is
intelligent and automatic. Market is a deep and well developed
program, which makes it easy to create messages specific to the
individual driver and vehicle.
ALLDATA: How do you use them together?
Cardwell: As soon as we close out a repair
order, ALLDATA Manage does a handshake with ALLDATA Market and
automatically sends out a “thank you” email to the customer, with
customized information about their specific repair. Then in
future communications, they will be reminded of services needed.
ALLDATA: Do your customers schedule appointments
Cardwell: Yes, they absolutely use the online
scheduler. I’d say 60%-70% of our existing customers use it
“Excellent service and dependability for over 25 years!”
ALLDATA: How have these products helped your
Cardwell: They keep us busy with returning
customers and bring us new customers from the internet. A
lot of that has to do with customer reviews and the fact that
they are posted to the internet automatically. When somebody is
looking for a repair shop, they see all our wonderful customer
comments. This helps to keep our website relevant and coming up
on the first page in Google® and other search engines.
“I have already used them three times and in all cases, I was
treated with great respect and received the best service I have
ALLDATA: Is there anything else you would like to
Cardwell: Yes. The developers of the ALLDATA
Market and ALLDATA Manage products have a thorough understanding
of the automobile aftermarket business. Their software research
was thorough, and that’s obvious when using ALLDATA Market and
ALLDATA Manage together. They provide Car Care Center with a
fully integrated and effective tool for building great customer
“I will not take my car anywhere else for repairs. I trust the
integrity of the owners of this shop and will use them for all of
my car care needs.”
Car Care Center in Sacramento, CA, has been family owned since
1969, and owned by Lynne and Bill Cardwell since 1983. They
focus on staying ahead of the technology curve, hiring and
educating knowledgeable technicians, and most importantly, they
emphasize doing the “right thing” by their customers. Following
these principals, they have prospered and grown into a 10,000 sq.
ft. facility, co-managed by their son, Duke, and grandson, Chase.
The Cardwells attribute much of their success to the use of
dynamic tools such as ALLDATA Market and ALLDATA Manage.