Getting a car repaired is likely not at the top of anyone's list of favorite things to do. At B&L Automotive, a locally owned shop in Chicago, IL, they pride themselves on being the best part of a bad situation. Jorge Barrera, one of B&L's dedicated team members, is focused on delivering excellent customer service from start to finish. Jorge works tirelessly to make customers feel heard and cared for in the crucial early part of the repair process. "When a new customer comes in after an accident, my first question is always whether or not anyone was injured. It takes just a few seconds, but it shows that we care about the people involved and it's not just another repair." Many of B&L's employees live in the shop's neighborhood and know the customers who come in, so the care and empathy they show is genuine. Paying attention to the little things to make customers comfortable is part of the shop's DNA. It's a by-product of running a family-owned business for more than 40 years. Delivering this experience has proven beneficial for B&L's business. Barrera adds, "We have over 1,500 reviews with an average rating of 4.8 stars (out of 5) and a 96% recommend rate. That means better word-of-mouth and our DRP partners know that their customers will have a good experience with us. And it just feels good to treat people well."
