2020 Shop Profile: Relieving customer stress

SOURCE: JAMES E. GUYETTE // Contributing Editor
Someone could be watching you at any moment if you’re one of the Marshall’s Auto Body Experts. And that’s a good thing.

Employees at the 7,200 sq. ft. shop in Billerica, Mass. aspire to win a “caught in the act of correctness” award.

Bestowed by management three to five times each month, the surprise prize is a $10 to $15 gift card redeemable at a local coffee shop or sandwich emporium. “They can receive that for something as simple as rolling up an extension cord left on the floor,” says owner Jim Marshall. “It lets everyone know that doing the right thing is always the right thing — even if you think no one is watching you.”

Although the gift card giveaway may seem to be a rather modest honor, sponsored at minimum cost to the shop, it is nonetheless valued for the acknowledgement it brings to a staff steeped in a longstanding tradition of standout service.