Johnson's Tire Service customer service is where the rubber meets the road.

• Author: Parmelee, Catherine
• Position: 2002 Corporate 100 - Brief Article

When James M. Johnson opened his first eight-bay tire and auto service center in Anchorage in April 1982, many locals in the industry predicted he would not last six months. Competition was fierce at the time, but Johns on knew his business, having retired from owning a tire enterprise in New Jersey a few years prior. Along with his experfise, Johnson packed in a strong work ethic, honesty, integrity and a firm belief in quality customer service. Six tire and auto service centers later, Johnson's Tire Service is celebrating its 20th anniversary this year.

In addition to three Anchorage centers, Johnson's Tire and Auto Service Centers can be found in Eagle River, Soldotna and Wasilla--with a total of more than 100 tire and auto service bays to serve its customers' automotive needs. In addition, Johnson's sells many tires to Alaska's Bush communities via Internet contact at www.jtsalaska.com and/or by toll-free telephone at 800-478-3606.

Tires are the driving force behind the business, according to Operations Manager Rick Gilmore, but steel and custom wheels and auto service operations, including brake, suspension, wheel alignment, "pro-lube express" and other professional automobile services for passenger and light truck vehicles are also available. "It's a good niche for us," he said. "It all fits together."

Johnson's depends on three or four main tire manufacturers and offers the largest selection of passenger and light truck tires in Alaska, according to Gilmore. "We found the product line that fits well with our customers and Alaska driving conditions," he said. "And we offer more tires, more sizes and more choices."

Although Johnson's business rides on tires, "we care" customer service keeps the company rolling. "Providing the best possible customer service is the foundation and the No. 1 priority of the company," said Gilmore.

For Johnson's Tire Service, quality customer service means going above and beyond selling a quality product. From the moment a potential customer pulls into one of the company's parking lots, employees know they are to give their best. According to Gilmore, this means offering product at a fair price, getting customers in and out quickly, and doing a good job. Plus, every serviced vehicle leaves Johnson's with a comment card to complete and return. Those returned cards go directly to Johnson. The majority of the cards are complimentary, but if for some reason there is a misunderstanding, Johnson's makes a unique...