From her tone of voice and Brooklyn accent, you would think you were talking with Francine Soprano, not Francine Alfano. When this energetic, petite shop owner followed the sun to Phoenix, she didn't aspire to be in the body shop business. Through a mutual acquaintance, however, Alfano was introduced to Classic Gold Auto Centre in Tempe, Arizona and purchased it in 1991. 

Owner Francine Alfano poses in front of the clean, neat facade of Classic Gold Auto Centre.

Francine Alfano, owner, Classic Gold Auto Centre in Tempe, Arizona, looks right at home posing on the shop floor -- where she spends a lot of her time.

"It looked like a good business opportunity," stated Alfano. "And it has turned out to be a great opportunity." She has met, challenged and mastered many of the unique ways of doing business in today's collision repair world.

She worked on Wall Street as a Fixed Income Security Trader to put herself through Brooklyn College, where she received a degree in education, with a minor in economics. As important as cars and money, Alfano gained much insight into human nature while commuting 2-1/2 hours every day from Brooklyn to Manhattan "with a bunch of maniacs." She smiled as she said that.

When Alfano purchased Classic Gold Auto Centre, the shop was approximately 5,000 sq. ft. Today it has expanded to 15,000 sq. ft. on one acre of fenced property in a Tempe business complex. Classic Gold Auto Centre is a full-service automotive repair shop - complete collision and mechanical.

On the job training

Alfano learned how to write estimates "on the job" and is a hands-on owner/ manager to this day. When asked how she learned the industry ropes, she stated: "I have great industry peers - a lot of nice guys, eager to help." She met many of these peers as an I-CAR instructor. Alfano taught I-CAR courses CR 2000 and Office Personnel in the Arizona region for seven years and also served as I-CAR state chairperson.

Collision repair shop

Ten employees keep this shop moving. Two estimators - Alfano and general manager Joseph Papano - write all the estimates using the Mitchell program. Four journeymen and one apprentice keep the journeyman painter and his two helpers very busy.

This well-equipped shop's collision side uses a lift, two Grabber Racks, a Pro Spot Welder and an Auto Robot, the newest piece of equipment at Classic Gold. "The Auto Robot is light and folds up when not in use," said Alfano, "and the guys love using it."

A brand new Blow-Therm down draft booth and BASF's Diamont finish off the job.

Mechanical department

Classic Gold is a NAPA Auto Care Center. "NAPA helps you with your customers, systems and processes," explained Alfano. "They are a good business partner. NAPA really wants you to succeed." The NAPA Nationwide Warranty is a definite advantage to the mechanical shop.

The mechanical department is on the opposite side of the building from the body shop. The NAPA Four Wheel Alignment system has created a new customer base, as the shop can now do wheel alignments for other collision repair shops in the area. This department does outside mechanical work as well as all the mechanical procedures from the body shop, including air bag replacement, suspension, brakes, air conditioning - they do it all.

Front office

The front office is staffed by two receptionists who share the job. They are both young mothers and Alfano has afforded them this opportunity to job share.

Arlene Lewis came from the banking industry and works two days a week at Classic Gold. "It is very different from banking and a lot of fun," smiled Lewis. "I came to work for Fran because she is a friend and a good person - and it is a lot of fun!" The two receptionists work together and manage their schedule to keep the front office running accordingly. The full-time bookkeeper has a private office to manage Classic Gold's financial affairs.

Networking is key

"It's all about networking," stated Alfano. Her involvement in many organizations are key to her loyal and growing customer base. On the sideboard in the front office, you can see business cards from her networking peers - all of them sharing "insider" customer tips. She is the current president of IMPACT, the Arizona affiliate of the National Association of Female Executives, an association with over 180 members.

Alfano is also involved in EVE - East Valley Entrepreneurs (all woman entrepreneurs, of course), Gabriel's Angels, a woman's crisis center, and EMA - Entrepreneur Mother's Association. She also belongs to the Tempe Chamber of Commerce and the Automotive Service Association.

Team players

Everyone is part of the team at Classic Gold. "No gripers here," laughed Alfano. "Everybody works together; they do it because it needs to be done."

That appears to be the truth as she has definitely earned the respect of her employees. She is on the floor working right along with them - for every customer and every employee.

A Classic Gold example (pun intended): while wrapping up this interview, a body technician came into Alfano's office to discuss a repair. This promising young apprentice technician from Alaska was asking her about a door skin - repair vs. replace. I watched the exchange and marveled at the New York security trader analyzing a car repair like she had been doing this all her life.