Things haven't changed much over the last couple of years at MCI's major collision and repair facility in Loudonville. Ron Miller thinks that's a good thing, in a don't-fix-it-if-it-isn't-broken kind of way. Miller, who, before becoming general manager, was the facility's customer service manager, has focused on maintaining the high level of service that customers have come to expect.

Miller, a born and bred Buckeye who worked in car dealerships for 26 years before coming to MCI in 2004, started his career as a technician. He says it helps in serving customers. "I was a technician for 11 years — but I don't think you ever stop. Rather than just being there, I can play in active role in diagnosing things."

At 75,000 square feet, Loudonville is MCI's largest and most complex service facility, and it includes fabrication capabilities. Miller says the service center can accommodate as many as 35 coaches inside at any one time, and many customers come from around the country to take advantage of the shop's expertise with collision repair and general rehabilitation. The service center has also been getting the word out over the last couple of years that its technicians also perform routine maintenance and repairs.

But whether customers are getting an oil change or a new front end, Miller's philosophy is the same. "Good customer service is more common sense than anything else. If I go to a restaurant or pay for any kind of good or service, I want to receive good service. So I translate that into the service I provide."