Sometimes, Marcos Relva looks back at the start of Expert Auto Clinic in 2012 with a bit of nostalgia.
At the time, him and his brother decided to branch out from their work at Town and Country and start up their own shop, just the two of them, talking that leap of faith that how now become a thriving business.
Expert Auto has grown into a full-service auto shop with a team of nine and eight repair bays.
While they look after any car that rolls in, they are well known for one thing.
While the growth has been a source of pride, Marcos admits that running a larger operation comes with its own set of challenges.
Managing a bigger team and handling an increasing volume of work can be overwhelming, but the commitment to honesty and customer satisfaction has remained constant.
He said that customer services is priority, and something that people from the city who come down to Norfolk aren’t always use to.
Relva said in a place like Norfolk, there is a bigger incentive to do an honest days work.
He told NorfolkToday that he sees it all the time – people moving to Norfolk and bringing a car into his shop for the first time, and they are left standing at the counter stunned.
The personal touch at Expert Auto extends beyond the shop floor.
The friendly and approachable office staff help create a comfortable environment, particularly for clients who might feel intimidated by the typical auto repair experience.
He said customers are welcome to speak directly with Marcos or the mechanics working on their vehicles, fostering transparency and trust as they will bring them into the shop and show them exactly what needs to be done.
For Relva, the most rewarding aspect of running Expert Auto is the pride he takes in his team.
He’s confident in his staff’s ability to provide honest, high-quality service, which is vital in a small town where reputation is everything.
Written by Matt LeBlanc