Ms. Karolena Serratos shared their story and experiences with us recently and you can find our conversation below.
Good morning Karolena, it’s such a great way to kick off the day – I think our readers will love hearing your stories, experiences and about how you think about life and work. Let’s jump right in? What are you most proud of building — that nobody sees?
I’m most proud of building the Service Smart program we use at Professional Auto Care. It started as a spreadsheet I made in business school and, with the help of a close friend, evolved into a full cloud-based system that runs our entire shop. It’s based on my dad’s process from the early ‘90s — we just standardized it and made it scalable.
Nobody really sees it, but it’s the reason our team can document every visit with care, catch issues early, and offer clear, pressure-free service. It keeps everyone accountable and makes sure each client’s car gets consistent attention, no matter who’s working that day. It’s not flashy — it just works. And when people experience the PAC way, they can feel the difference.
Can you briefly introduce yourself and share what makes you or your brand unique?
I’m Karolena Serratos, owner of Professional Auto Care in Houston. We’re a family-founded auto repair shop that’s been serving the community since 1983, and I’m proud to be the second generation to run it. What sets us apart is the level of detail and structure we’ve built into our process — everything is thoroughly documented and focused on long-term care, not just quick fixes.
We developed our own cloud-based system, Service Smart, which enables us to track every visit, note every issue, and maintain clear and pressure-free communication. It’s like concierge auto care — professional, honest, and centered on giving people real control over their car decisions.
Right now, I’m focused on growing that system, helping more clients understand their vehicles, and continuing the legacy my parents built — with my own modern spin.
Appreciate your sharing that. Let’s talk about your life, growing up and some of topics and learnings around that. What breaks the bonds between people—and what restores them?
What breaks bonds? Lying, disrespect, or acting like someone’s time or effort doesn’t matter. That applies to both business and personal relationships. Without truth and respect, there’s no real foundation — period.
What restores it? Taking responsibility. Being honest. Treating people like they matter. It’s simple in theory, but it takes consistency and intention to actually do it.
Trust is built in actions, not words — and once it’s gone, only actions can bring it back.
Was there ever a time you almost gave up?
I’ve definitely had moments where I felt like giving up. Disappointments are part of life. We all have moments where we feel frustrated, angry, or hurt. My dad taught me two things I think about almost daily: it’s a choice to be upset or joyful — and no one can upset you unless you give them permission.
There have been plenty of times I’ve thought, Why am I even doing this? I choose hard things because they shape me. They force growth, build resilience, and remind me what I’m capable of.
I count my blessings, accept what I’m going through as part of God’s plan, and if someone hurts me, I pray for them. And if I hit a spot I can’t bounce out of on my own, I ask for help. I carry a challenge coin that says Momento Mori. Momento Vivir. — “Remember you will die. Remember to live.” It reminds me that we’re here for a short time, so make it count. You can’t get time back — spend it wisely.
Alright, so if you are open to it, let’s explore some philosophical questions that touch on your values and worldview. What are the biggest lies your industry tells itself?
One of the biggest reasons I built Service Smart is because I got tired of seeing how often this industry fails the people it’s supposed to serve — especially women. I’ve seen what goes on behind the curtain, and I’ve lived what a lot of my female clients go through in other areas of life — being talked down to, overcharged, or simply not taken seriously.
And it’s not just customers. Some shops also take advantage of their own staff. There are definitely good apples out there, but the bad ones cast a long shadow and make all of us look suspect.
I wish more people knew they could play an active role in their car care. A little preparation before your service visit can go a long way — not just in understanding your vehicle, but in spotting which shops actually care about you, not just your wallet.
I don’t play games with people’s cars or their trust. I built this to give people — especially women — a space where they feel respected and empowered, not taken advantage of.
Okay, so let’s keep going with one more question that means a lot to us: Are you doing what you were born to do—or what you were told to do?
I’m doing what I was born to do. I vividly remember being six years old, walking around the lot across the street, and just knowing the shop would be mine one day. That feeling never left.
No one ever forced me into the family business. My parents supported all my interests — ballet, martial arts, swimming, academic goals, private pilot license— whatever I wanted to explore. But even at St. Agnes and in college, I’d catch myself working on the shop’s website during class. It wasn’t pressure — it was purpose. This is where I’m meant to be.
Contact Info:
- Website: https://www.professionalautocare.com
- Instagram: https://www.instagram.com/professionalautocare
- Facebook: https://www.facebook.com/ProfessionalAutoCareHouston
- Youtube: https://www.youtube.com/@professionalautocarehouston
