Stories of Gumption is a regular column that profiles individuals who admirably demonstrate Gumption as we define it. These are the stories of real people who exhibit gumption in overcoming personal challenges, and validate the spirit of Gumption during their journey. Let’s take inspiration from those who seize 100% personal responsibility and show us how to live a life that exhibits Gump-like character traits worthy of applause!
I’m sitting in the lobby of Rod’s Auto working on my laptop. Of course, they have WiFi so I’ve brought my office with me. The days of reading magazines or watching some dumb TV show in a waiting area are over … thankfully. Getting your car serviced can be productive work time if you plan accordingly.
Ten days ago, I was driving home from a speaking gig in Dillon, Montana. The trip is a wonderful 150-mile drive that crosses through the Big Hole Valley. Between the Big Hole and the Bitterroot Valley is the Lost Trail Pass. As I was descending the 7,014-foot pass returning to the Bitterroot Valley, I hit the brakes hard, as I had a lot of speed from the decline and was heading straight into one of the many hairpin turns. As I applied the brakes, I felt a definitive shudder in my steering wheel. It was so pronounced I not only felt it, but I even saw the steering wheel physically vibrate.
I ‘tested’ the brakes once more by applying them hard and again felt the same vibration.
As I drove the last forty-five miles back into town, I made the decision that I would stop at my mechanic’s and have it checked out. Here is what happened when I pulled into Rod?s Auto & Align’s parking lot.
I parked the car, jumped out, and started to walk across the jam-packed parking lot. At about twenty feet from the entry, the door suddenly swung open. Out walked one of my favorite mechanics – Sam. He was obviously on his way to either check on the next car to be repaired or was doing some other auto related business.
Sam greeted me by saying, “What’s up?” I told Sam I had just driven over the pass and hit the brakes hard as I was entering a corner. I told him of the shuddering I felt in my steering wheel. Sam instantly reminded me that we had the same problem in the past. He said the problem is warping of the front rotors. He then said, “Last time we were able to machine the rotors smooth. My guess is they’ll need to be replaced, as I doubt they can be machined again.” Sam’s instant analysis reminded me of the problem (and solution) that I had in the past. Up until that moment, I had not specifically recalled the details.
Sam turned and started to walk back inside. I stepped up my pace and followed him in. He said, “Let’s check the records.” On the way to the service desk, I saw the owner of the business, Patrick Sutor. Patrick waved and said, “Hello,” and then kept moving as he was obviously right in the midst of helping another customer or tending to some urgent auto repair business.
Sam went behind the service counter and logged onto the computer … typically in the past I had always dealt with Patrick in doing this activity. While Sam was searching the database, I told him that the rear brakes were just replaced a few months ago and at that time, the front brake pads were still OK. Sam’s investigation confirmed that the front rotors were machined in 2009 … just two years ago and about 25,000 miles ago. He then confirmed that the pads on the front brakes had 40%+ life still when the car was serviced in the spring.
After a brief discussion, we decided to just replace the front rotors and brake pads … no matter what possible life they both might still have left.
Because Rod’s Auto is constantly busy, the soonest they could get me in would be next week. I explained that I had two trips coming up before that. Sam said it wasn’t a hazard (or danger) to use the car as-is. We scheduled my appointment and I was out the door.
All of this exchange of information, confirming the computer records, and finally setting the appointment was accomplished in less than five minutes. In less than five minutes, I drove up, had the problem diagnosed, set an appointment, and was on my way.
And now, ten days later, I’m sitting in the lobby writing this story, being productive and listening to the sounds of air wrenches, other mechanical noises, phones ringing, classic rock on the radio, and Patrick’s voice diagnosing car problems while being friendly and reassuring to other customers.
One of the reasons I love living in my small town of Hamilton, Montana, is because of the outstanding customer service I receive from businesses like Rod’s Auto & Align.
Patrick Sutor is a man who owns and operates Rod’s Auto with Gumption. And as the owner, Patrick also hires mechanics like Sam who also have Gumption. Sam, Patrick, and the entire crew at Rod’s Auto & Align have Gumption.
And I have a car that I’m confident will safely get me from home to any other place because of the great service and automotive car care that I receive from a business that Functions with Gumption.
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Next Blog Date: November 24, 2011