Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for auto repair companies that have earned the prestigious Diamond Certified award. For MSI Automotive, the key to achieving and maintaining high levels of customer satisfaction is simple: provide every customer with quality service at a reasonable price. “Customer satisfaction is the driving force behind our customer service,” confirms owner Curtis Cronin. “Whether a vehicle owner needs a small repair or major mechanical work, we can handle it quickly and efficiently.”

MSI Automotive has been providing maintenance and repair services for Japanese, American and European cars (including hybrids, trucks and SUVs) at its San Rafael facility since 1970. In addition to handling everything from air conditioning systems to engine and transmission repairs, the company rotates and aligns tires, provides brake and smog certifications, replaces clutches, fixes front and rear suspensions, and more.

Unlike less experienced auto repair companies that don’t have access to state-of-the-art equipment, MSI Automotive uses factory scanners and specialized tools that allow its technicians to diagnose and repair all types of car problems. “We’ve been around long enough to know the importance of investing in top-of-the-line equipment,” says Mr. Cronin. “With our technology, we can reprogram computers, make specialized repairs and more.”

Another distinguishing feature of MSI Automotive is its highly trained and experienced technicians, most of whom are ASE-certified and all of whom have in-depth knowledge about a wide variety of vehicle systems. “Our experience allows us to eliminate guesswork and perform repairs correctly the first time,” says Mr. Cronin. “Ultimately, we want to provide the best possible services at the fairest prices, and having such an experienced staff of technicians helps us achieve that goal.”

Whether it’s independent or part of a dealership, choose an auto repair shop that can meet your specific needs. Before you bring your car to a repair shop, you should first take into account whether your vehicle is still under warranty. Not only can many warranty-related repairs be done for free at dealership repair centers, but some warranties can also be voided if an independent repair shop performs any work on your vehicle. If you can’t find this information in your car sale agreement, ask the dealer to explain it to you.

If your vehicle isn’t under warranty, you’re free to choose any shop you prefer. According to Curtis Cronin, owner of MSI Automotive in San Rafael, many vehicle owners go to dealerships while their vehicles are under warranty and then seek out independent shops in their area after the warranties are expired. “One of the main advantages you get from an independent shop is a more personal relationship with the people who work there,” he says. “You can ask the technicians questions and even see what’s going on with your repairs. People really appreciate that type of personalized service.”

In some cases, independent shops can be less expensive than dealership shops—they don’t have the same overhead and can install parts based on what the customer wants, not the manufacturer. This can be an asset if you want specialized aftermarket parts that are designed to improve performance.

Regardless of the type of repair shop you choose, Mr. Cronin recommends doing your research so you can make an informed decision, especially when it comes to the longevity of the business. “It’s important to find a reliable shop that’s going to be there for you in the future,” he says. “You should have confidence that if you have another problem with your vehicle in six months, you’ll be able to go back to that same shop.”

Q: How soon can you complete my repairs?

A: We can usually get everything turned around in one or two days depending on the types of repairs. Our customers like that because they depend on their cars to get around.

Q: Will you give me car advice over the phone?

A: We’ll try to give you advice, but diagnosing car problems over the phone is nearly impossible. We usually ask our customers to drop by our shop so we can look at their cars in person.

Q: What kind of car parts do you use?

A: We use original equipment manufacturer (OEM) parts whenever possible. We’ll use aftermarket parts if a customer requests them, but we prefer to install OEM parts—they’re higher quality and more reliable.

Q: Do you have a waiting room?

A: Yes, we have a comfortable waiting room with a television, Wi-Fi and a computer for customers who don’t have laptops.

Q: Do you provide a drop-off or shuttle service?

A: Yes, we provide both services to San Rafael, Terra Linda, San Anselmo, Fairfax, Greenbrae, Ross, Kentfield and Corte Madera.