After fixing up and washing the sparklingly clean, recently damaged Mercedes-Benz sitting in the garage, the mechanics of Marco’s Auto Body run through their final inspection. 

First, the running lights, high beams and fog lights are turned on, followed by the turn signals, both on the left and right side.  The engine is checked—it was hand-cleaned earlier without water, a new development in eco-friendly, “green” auto repair.  Each type of fluid (radiator, transmission, windshield wiper) gets topped off in case it’s a little low.  The mirrors, windows and power locks are checked next, then the trunk and the spare tire for tire pressure. 

Finally, the gas cap is tightened – just in case – and the C500 is wiped down with a micro-fiber towel so it looks as shiny as the day it was bought.

Every car goes through this.

“We treat the car like a person – like a patient,” COO Tim Cusic says.

The important factor for Marco’s in the past half-decade has been becoming tech-savvy.  Tablet PC’s with broadband cards allow a Marco’s representatives to make on-location estimates of the damage.  Thanks to BMW and Mercedes-Benz, Marco’s has software that tells them step-by-step how to properly fix a certain problem with, say, the wheel well or any part that’s been damaged.

“This spending on technology is justifiable,” general manager of the Pasadena branch Dave Mosso says.  “We’re in the IT world.  Information is needed fast and now.”

“Everybody’s got a choice [of which mechanic to go to], so how do we differentiate ourselves?  We give the customer a different experience.”
For customers who need constant updates on how his or her car is doing, Marco’s will take pictures of the car and e-mail them to the customer during the process. 

For the aloof customer who doesn’t want to know how the car is fixed, but wants the car fixed quickly and without much difficulty, Marco’s has a “concierge” service, where the customer only needs to drop off the car at the dealership and get a rental car.  Marco’s will pick up the car from the dealership, drive it to the auto body shop, fix it quickly, and call the customer when it’s completed. 

The luxury car "ER" at Marcos is spotless.

The “quickly” part of fixing it is measured through a benchmark called “cycle time,”  which measures labor hours produced per day per vehicle.  Essentially, the higher the number, the better and Marco’s measures in at 4.5 manhours per day.  Industry average is 2.5.

Marco’s likes to test itself often. 

“If there’s an accident and a car is in need of repair,” Cusic says, “how quickly can we get it in, process it, get it into production, finish the repairs, settle all the administrative details – like the claim, the money and all that – and get the customer back in his or her car.  That’s what our focus is.”

But there are certain frustration factors.

“There are certain idle-time aspects.  You have to wait for insurance coverage, confirmations, parts to get here, dry time,” Cusic says with a hint of impatience.

If only everybody drove their business as fast as Marco’s!
For more information on Marco’s services and the “green” movement in auto repair, call Marco’s at (626) 795-7500.

Marcos Auto Body has five locations, locally at 559 N. Fair Oaks Ave., Pasadena (626) 795-7500 and in South Pasadena at 1300 Fair Oaks Ave. (626) 441-0171. Website: http://www.marcosautobody.com/