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<center><big><big><b><i><font color="#3333ff">Giammalvo Files</font></i></b></big></big></center>
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<p><i><font color="#000000">Mark Giammalvo specializes in driveability
diagnostics </font><font color="#000000">at his family business,
Sam Giammalvo's Auto Sales & Service, Inc. in New</font>
<font color="#000000">Bedford, MA. </font> </i>
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<p><i><font color="#000000">Mark, who has been with the business for
over 20 years, is an ASE Master Technician
and Parts Specialist. He also holds the ASE L1 certification,
and has an associates degree in business</font>
<font color="#000000">management. <br>
Mark is also a writer for Motor Age Magazine and is the past secretary
of the Alliance of Automotive Service Professionals, (AASP).<br>
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<big><big><b> Nothing But The Best Of Care</b></big></big>
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<p align="center"><small><i><font color="#000000">( Printed in the
Journal of The Alliance of Automotive Service Providers, AASP) </font></i></small></p>
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"Nothing but the best of care." I think that small statement of six
little words will forever be with me. It was first uttered to my brother
by a customer with an older, mid 80's Dodge truck. This particular customer
was definitely not a maintenance fanatic but he did change his oil at
regular intervals. He had purchased the truck second hand elsewhere and
had run the odometer up to about 80 grand during his five or so trouble
free years of ownership. Now, the customer had come to us in sheer disappointment.
He was not disappointed with us. He was disappointed with his Dodge.
The truck now needed some front end parts and the owner was not a happy
camper. I was amazed as this customer told my brother and I, how upset
and surprised he was that his truck had "let him down." He said
he couldn't understand why the front end parts had failed. He said that
his truck had seen "nothing but the best of care." I could not believe
my ears. I can remember my brother kidding me later that day about what
he had found when he checked this customer's service history in our computer:
Tire balance: never done; Alignment: never done; Cooling Flush: never done;
Transmission Flush and Filter: never done; Tune Up Service: never done;
Fuel System Service: never done. The computer had also shown us that this
customer had received all of our post card reminders for each of these services
but never bothered to have them performed. It was just such a shock to me
that this person could say that their truck had "nothing but the best of
care." To me it had everything, but, the best of care. What is even more
interesting about this situation is the fact that even if he had done his
routine maintenance, the front end parts would have failed anyway. They
did what mechanical front end parts do with mileage and age. They wear out.
I can't imagine how much more upset this customer would have been had he
actually done the routine maintenance. Often, during a service visit some
customers will say: "Do whatever it needs." Yet, after I look up their history
and read to them what needs to be done they will say: "Well, just do the
oil change." It's just the way the world turns I guess. There are some
people that perform all or most of their vehicle's required services and
then there are the other people that just change the oil. If questioned,
both would probably say that their car gets "nothing but the best of care."<br>
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