Often it’s not until you pause for a bit and look back that you realize how much difference a year can make. BEM is a far more efficient and responsive organization than it was at the beginning of 2001:

Internally, we did some major reshuffling. We installed a computer network with a shared database that allows all of our workers to access the repair history of any car they’re working on. They can also order parts from any terminal, a welcome change from the old practice of having to walk to the far end of the shop to place a parts order. Each small savings in time has meant more time we’ve had to actually work on your car.

We installed Autologic. A common problem on Rovers undergoing repairs is the “refusal” of certain dashboard readouts to return to normal. With Autologic, a British diagnostic device, our mechanics can access and analyze test results for proper resetting of the computerized dashboard instruments on Land Rovers. BEM offers this service for both customers and other dealers.

Our informal sales room has taken off. Two years ago we opened up some extra showroom space and began offering it as a place where people could sell their British autos. Now we’re watching a steady stream of cars move through the space (page 4—Top Pick), a sure indication that we’re filling a need.

We know our “European Collection” feature in the Concourse section of the online newsletter has been one of the primary means of alerting people to the fine used cars we offer.

We continue to offer custom-made MG and Triumph drive-train components under the Waterloo aegis. Customers who’ve had us install our custom manufactured drive-train components say they are far better than factory originals and have given their old autos a new lease on life. These are the best in their field, and we’re proud to be their source.

Our alliance with Gabe’s Auto Body and German Motors continues to give us an “all under one roof” capability. Because we share information with both companies, which are located across the way from us, we can offer our customers access to the finest auto restoration and care for German vehicles. There’s never any need for us to send people far away to find those services.

BEM continues to be Sonoma County’s premier British auto repair facility. Ninety percent of all Jaguar repairs come through us, as well as a significant portion of MG, Triumph, Rover and Austin. Our mechanics continue to be rated among the most qualified in Sonoma County.

We enjoy great word of mouth. The reason why is that, as you can see above, we are constantly trying to improve our services while remembering the wonderful personal relationships we enjoy with our customers. ■