2626 N Dustin Ave

Farmington, NM

(720) 891-1689

April 4, 2021

Ryan Zamudio, service manager

8019 Raspberry Way

Longmont, CO 80504

Dear Mr.Zamudio:

You do a very good job of dealing with customers and keeping the business busy enough for everyone to have a good amount of work and living. You handle this all very well and this is why I would like to have you be the service advisor at my shop. My idea for this shop will be to have multiple different services we can do. Whether that be resealing leaks on an engine to basic maintenance like transmission flushes and other such things. I would like you to come and be a front of shop manager dealing with customers and other manager things like contact customers for reviews and stuff such as that. I am very good at all basic maintenance items like flushes as well as I am quick with the replacing of parts and seals. I am working on getting all my ASE’s to be fully qualified master mechanic. Services that are quick and reduce labor costs that pay the shop well will be beneficial to keeping the company having a positive cash flow. You can contact me using the phone number above call or text works for me and text is preferable. Thank you for your consideration in joining me on this adventure and I hope to hear back from you.

Sincerely,

Jacob Hoffmeyer

My shop can drain oil, replace the oil filter, and then fill the car with the required oil to the spec quantity. We are able to use additives to make transmission flushes and other flushes to make your vehicle last longer. We can do brake service that would include moving the anti-squeal plates to a new set of pads and then cutting the rotor to make it have a smoother finish. We can buy the necessary gaskets and be able to disassemble engines, transmissions, or anywhere else that might leak and stop the leak from continuing saving you lots of money from engine failure.

My shop can drain oil, replace the oil filter, and then fill the car with the required oil to the spec quantity. We are able to use additives to make transmission flushes and other flushes to make your vehicle last longer. We can do brake service that would include moving the anti-squeal plates to a new set of pads and then cutting the rotor to make it have a smoother finish. We can buy the necessary gaskets and be able to disassemble engines, transmissions, or anywhere else that might leak and stop the leak from continuing saving you lots of money from engine failure.

(720)891-1689

151 Summit Way

Erie, CO 80516

I am a current T-TEN student at San Juan College in Farmington, NM. I am working on getting all 8 of my ASE and learning both book and practical knowledge of how to work on cars and become a better technician. I am a very quick learner and am good at working with all different types of people. I am very friendly and will get along with co-workers and have a very good previous relation with customers making me able to communicate with them well. I have a portfolio of all my certifications including Toyota specific certifications from the UOT elearning website. I am a very capable and hard working individual. I used to work a full time job 9 shifts a week while I was finishing highschool with my highest year GPA. This made me work and school hours combined to be about 90 hours a week and never lost any of my quality of work. My manager at the other job is constantly asking me to come back and work for him because I was his most reliable and hard working employee for over a year and a half even winning the employee award for best employee.

Evaluative Report

 on Stapp Interstate Toyota

Jacob Hoffmeyer

May 5, 2021

For Akio Toyoda

In this report, I am going to be evaluating the Toyota shop at Stapp Interstate Toyota. I am writing this report for the Toyota executives to know how the shop is seen. The criteria I will use to evaluate the shop are meant to be wholly unbiased and use outside sources. The first criteria I am going to use is customer reviews and opinion on the shop from reviews left on google, the stapp website, yelp, and any other sites like that. The following criteria I will use is my opinion as an employee on how I am treated, how my relationship with coworkers and managers are, and how my experience as a student and being taught by older experienced technicians. The last criteria I will be using is the effectiveness of the business itself. These different criteria I am using are essential because they show the customer satisfaction side, employee satisfaction, and the effectiveness of the company with its customers and employees. 

Each of these shows how a business keeps afloat and brings people in and back. Customer satisfaction keeps customers returning and people looking for a new shop from just scrolling by when looking at the reviews. Without good customer reviews and happiness, any shop will not bring in the business that is required to keep profits flowing in. The next most important part of maintaining the business above water is the employees and managers. Suppose employees have a poor work ethic, poor discipline, or any other faulty trait like that the customers will not be happy with how the work turns out. It will also increase the price when a technician causes an issue that requires the dealership to cover the cost of something or give away free services entirely. Management can cause all of the problems listed above. If management doesn't treat the employees well in ways such as inadequate compensation for good work, poor leadership, or anything else that would fall under the category like that, employee turn over rate can be very high, which makes the dealership run into issues like having to hire more people or people with less experience. Management also deals with customers more directly than technicians do. Suppose a manager does not make a customer happy or feel respected. No matter how well of a job the technician does, it can cause the customer to still never come back, which in turn affects the entire dealership and all of its employees. Any of the issues with the staff can cause poor reviews and make more potential customers bring their services elsewhere. Along with any case listed above, the overall consequence is a shop not making the profit required to keep in business and its inevitable failure and closure.

My experience as an employee will be helpful to learn how the managers and coworkers on a personal level treat lower-level employees on a more personal and intimate level. With the knowledge the higher-ups in the company will learn from my opinion will help them restructure the management on all different levels. This level of personal experience will make more people want to work for Toyota and increase the productivity of almost all the employees. As this section of my report is more biased, it would be more helpful for a larger gathering of evidence from multiple employees worldwide to make a definitive answer of what kind of steps Toyota Corporation would have to do to increase the efficiency of Toyotas Dealerships everywhere. Whether this means creating more strict employee handbooks or not changing anything except a small select number of dealerships, or just learning the opinion of one employee in a small dealership. Either way, I feel like this essential for the evaluation because it shows the first-hand experience I have had as an employee of Toyota.

The shop I am evaluating is Stapp Interstate Toyota. This is a shop dealership hybrid business so not only are cars worked on there cars are also sold, specifically Toyotas for the most part. This business is the only Toyota dealership in its area. However, I am specifically focusing on the service department of the dealership. This department works on over 100 cars a day and is almost always doing over 120 a day. The only reason this number is not more significant is because of how small the shop is. It only has three master mechanics, two services technicians, and three express teams. If the shop was, say, 3x to 4x bigger the shop could easily triple or quadruple the number of cars a day. This shop is not the largest Toyota-specific shop in the world by far and not the biggest in the state of Colorado. 

This shop is relatively effective. Even though it is limited due to space, it has a lot of good things about it. First off, many customers continue to keep coming back to the shop time and time again. This continuous return of customers could only achieve by having an excellent reliable output from the shop. Even though many customers return to it every time they need their car worked on, many people are still not happy with their services. This outlying group of people can make or break a business. They can post reviews of why they did not like going to the shop and tell their friends and family to not go there. The reviews they leave on the internet have a huge impact on whether or not new customers decide to go there or not. A lot of customers when looking at the review for any product or service will look at just a few good ones and primarily the bad reviews. With this focus on the bad if a company has a lot of bad reviews it can stop all new customers from coming in and giving them their business. Another major impact on how customer satisfaction can affect a business is its overall rating, when people leave reviews on most websites its rated from zero to five stars and a lot of consumers are more informed and will choose the one with the highest star rating before reading reviews. Without good customer satisfaction star ratings drop and potential for new customers declines. Here are few pictures of the overall rating on Stapp Interstate Toyota from Google, Cars.com, and Yelp. Starting with Cars.com you can see that there is an overall rating of 4.8 stars, this is a very good rating from over 390 reviews. 

Second, there is google which is 4.4 stars which not bad but not as great as it could be, this rating is from 1,236 different people leaving their opinion on the dealership.

 

Lastly, the Yelp review has only 2.5 stars out of five, which is a very bad rating. 

The next thing I will be identifying in this evaluation is my experience as an employee. I started at Stapp a little under a year ago. My goal of working there was to go through the the T-TEN Toyota technician training program. With in a week of me applying I was brought in for an interview and brought on to the team. I had slight education with working on cars from high school classes I had take the previous year. With this the dealership manager got me in contact with the program I wished to attend and started me off in the express bay. Imidetalty I was welcomed by the express team and all the main shop technicians around me. My superior and manager that was in charge of managing the shop instantly made me feel welcome and valued. However the rest of my managers minus the owners did not treat me with the exact same amount of welcome. I didn’t not feel valued by them and knew that if I was to leave they wouldn’t skip a beat and would replace me very quickly. As for the pay doing manual labor it is very poor compared to other Toyotas and entry level technicians I personally knew. I only made $13 a hour well I knew some people with less experience and education were making 15-18 dollars a hour. This was not a deal breaking to me because I was passionate about my dream to become a mechanic. My Coworkers were very nice to me and I quickly bonded with them and the shop manager. By far the best part of being an employee here was getting to build a  bond with my mentor before I had to choose him. This helped me pick the one that would best help me reach my full potential. Even though there where only 3 options each and everyone of them were very friendly and helpful in helping me pick. I was also show lots of respect by mentor when I started working with him. Even though the pay is not great and some of the managers dont have any respect for you the learning ability and experince I am getting are invaluable. By far the best part of being a employee here is my mentors ability to help me grow into my full potential. 

The last criteria I will use in this evaluation is dealerships effectiveness when it comes to keeping its customers and employees happy. This dealership generally does a very good job with keeping the most of the customers happy and feeling welcomed. IT has generally good reviews except for some of the out liars who have had a bad experience with us. Most of the technicians understand it is a privilege to work on someones car and understand that no matter how nice the vehicle is it is always important to do your best work because its alot of peoples only way to see family, friends, get to work and live their life. As an employee I feel like the most redeeming quality of this dealership is the simple fact that the people you are working with are all very nice people and generally care for you. Even though some of the managers do not make you feel very vauled the owners and a few select managers do a very good job. This makes its a rather effective dealership when it comes to human relations.

In conclusion if you were to ask me if this dealership was effective I would say yes for the most part. The customer satisfaction is rather good compared to alot of other car shops and dealerships. The people who you work with are all very kind and friendly and make you feel welcomed and know how to make you have a good day rather then runing it. The biggest down side of my experience working at Stapp is just a few select managers that do not seem to care for you or respect you or even lower level managers. The only thing I would choose to change is how the middle level managers treat the employees by showing more respect to them and their ideas. Overall this dealership has some growing to do but does alot of things correctly.

Citations

Google Search, Google, www.google.com/search?q=stapp%2Binterstate%2Btoyota&rlz=1C1CHBF_enUS933US933&oq=stapp%2Binter&aqs=chrome.0.0i355j46i175i199j69i57j46i175i199j0i22i30l6.1877j0j4&sourceid=chrome&ie=UTF-8.

“Stapp Interstate Toyota .” Reviews, www.cars.com/dealers/189844/stapp-interstate-toyota/.

“Stapp Interstate Toyota Reviews - Frederick, CO.” Cars.com, www.cars.com/dealers/189844/stapp-interstate-toyota/reviews/?start=2.