by Steve Thrash, Executive Director at SOURCE
One night on my way home, my car’s tire warning light came on at Pershing Ave. between Michigan St. and 10th St. I stopped and got out of the car to see my left rear tire going flat. A quick check with GPS told me there was a tire and muffler shop within 2 miles on 16th Street. I gingerly drove on my flat tire to what turned out to be IMC Tires and Muffler Service.
With the skills of a professional driver I carefully negotiated traffic and arrived at the IMC shop. When I pulled off the road and into their parking lot, Carlos, possibly the owner and clearly the man in charge, was at my car door before I could step out to ask how he could help me. I told him about my dilemma, that I was on the way home and hit a chuck hole or ran over something and warning lights came on that my left rear tire was going flat.
Carlos waved over his team and got to work. He placed the portable hydraulic jack under my left rear fender, lifted the car and within 60 seconds one of the young men had the lug nuts removed with a air speed wrench. They examined the tire and sure enough, a screw had lodged itself in the tire and was causing the tire to deflate quickly. Carlos and his crew said they could repair it, plugging the hole for $15.
Upon my nod of acceptance, the team rolled the tire into the garage and reappeared within no more than 2 minutes with my tire, plugged, fully inflated and tested with water to ensure there was no longer a leak. Within another 2 minutes the tire was placed back on my car, lug nuts speed wrenched on and the car lowered to the ground and ready to go. The total experience took less than 5 minutes, solving my problem and getting me back on the road to my evening appointment.
This is but one example of Near West great customer service. IMC now has a customer for life, and a champion to promote their business. I witnessed other cars rolling on and off the IMC lot with similar care and speed, so it was clear my experience was not a one-off, but a way of doing business. Carlos and his team at IMC all appeared similarly motivated and are a great example of how to perform superior customer service, delighting customers and making a difference in the neighborhood. IMC and businesses like IMC are leaving a very positive impression of the Near West and impacting people’s lives.
As a small business supporter and the Director of SOURCE River West, I applaud IMC and hope to encourage other neighborhood businesses to approach their neighbors and customers with this same enthusiasm and service. IMC is a great example of a small business that cares. INDY 500 has nothing on IMC and this near west business. IMC Tires and Muffler Service | 3521 W 16th St. Indianapolis, IN 46222 | 317-426-2011
Steve Thrash
SOURCE River West, 2230 West Michigan Street, Indianapolis, IN 46222
317.737.2155 o
317.201.9660 c