For 20 years, James Sullivan has watched Slacks Creek change from behind the counter of a tyre and auto workshop.
The JAX Tyres & Auto Slacks Creek franchisee is celebrating two decades in business, after building a customer base around repeat visits, familiar faces and the trust that comes with keeping local cars on the road.
Mr Sullivan moved into the automotive industry after a career in corporate travel management, seeking a more hands-on business where he could work directly with customers and build long-term relationships in the community.
He said the industry had changed sharply over that time, but the core of the job had not.
“The industry has changed significantly over the last 20 years, but what hasn’t changed is the importance of relationships and trust,” Mr Sullivan said.
“Seeing customers come back year after year and being relied upon to look after their cars is what makes it worthwhile.”
The Slacks Creek business has grown with changing customer expectations, offering tyre and mechanical services while adapting to a market where many customers arrive better informed than ever before.
Mr Sullivan said online reviews, price comparisons and digital research had changed the way people chose where to take their cars.
“Customers are far more informed now, with set expectations around price and service before they even walk through the door,” he said.
“At the same time, there’s less face-to-face interaction, so the in-store experience and trust you build once they arrive is more important than ever.”
The business has also kept a strong focus on staff development and team continuity.
According to JAX Tyres & Auto, the Slacks Creek workshop has had low staff turnover, with some employees returning after time away.
Mr Sullivan recently supported one team member who started as a tyre fitter three years ago and has since completed trade qualifications through the business.
The team has also supported community initiatives, including the MacGregor Netball Association through grounds sponsorship, prizes and its annual gala dinner.
JAX Tyres & Auto chief franchising operations officer April Harwood said long-serving franchisees were an important part of the national network.
“Long-standing franchisees like James are a vital part of the JAX network,” Ms Harwood said.
“Their commitment to their customers, their teams and their local communities is what drives the strength of the brand.
“Celebrating 20 years of service is a fantastic achievement, and we’re proud to celebrate this milestone with James and his team.”
JAX Tyres & Auto began operating in 1949 and started franchising in 1993.
The company now has more than 94 locations across Australia, including 89 independently owned franchise businesses.
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