How Our Design Team Transformed the Automotive Customer Experience

In an industry where customer experience often takes a back seat (pun intended), Service First Automotive and Monarch & Maker set out to transform routine car maintenance appointments into a standout visit that would set the bar high for a new industry standard.

Drawing inspiration from the clever, sophisticated world of James Bond and infused with an industrial edge, we crafted spaces intended to put customers at ease. We believe the key to a lasting impression lies in the details. The moment you step into a Service First location, you're greeted by the inviting aroma of freshly brewed Starbucks coffee. An iPad bar offers entertainment and productivity options, and a secure play area keeps children engaged, allowing parents to relax or get some work done as they burn off some energy.

Creating a welcoming atmosphere was crucial, but we didn't compromise on practicality. Our design team carefully selected materials that could withstand high traffic and maintain an upscale appearance. Contract-rated upholstery ensures longevity, while vinyl wallcoverings add visual interest and protection in these high-traffic areas. Large-format porcelain tile flooring makes for easy maintenance, and highly durable carpeting in select areas adds texture and sound dampening. These choices prove that functional commercial spaces can still exude style and sophistication.

To facilitate Service First’s rapid expansion, Monarch & Maker created a standardized design package to ensure a brand standard throughout properties, as well as gain efficiencies during the development process with timelines and volume pricing. This included a custom graphic for the front desk, consistent interior and exterior finishes, and documented replicable designs for future locations. This strategic approach to design enabled Service First Automotive to open an additional 25 locations within a year, transforming a local business into a recognizable, large-scale brand.

By focusing on amenities, atmosphere, and distinctive design, we've transformed routine car maintenance into an experience customers actually look forward to. Design has the power to reimagine the most mundane spaces – turning service centers into destinations and ordinary moments into memorable encounters. To every business owner, facility manager, and visionary leader willing to break free from the ordinary: imagine what thoughtful design could do for your space.