Ema Gutierrez

The First Friendly Face You’ll Meet

For 13 years, Ema Gutierrez has been the welcoming voice and warm smile that greets customers at Lake Arbor Automotive. As Director of First Impressions, she sets the tone for every visit — answering the phone, checking customers in, and making sure no one ever feels like just another work order. Her guiding principle is simple: live life to the fullest. That philosophy shows up in how she treats every person who walks through the door, whether they’re stopping in for a quick oil change or navigating a stressful repair.

Compassion at the Front Desk

Ema’s approach to customers is rooted in friendliness and genuine compassion. Car trouble can be frustrating, and she understands that the person on the other side of the counter is often worried about cost, timing, or what’s actually wrong with their vehicle. Her response is to listen first, explain clearly, and make sure they leave feeling heard.

What sets her apart is how quickly that warmth becomes familiar. Ema has a way of treating customers like she has known them forever — remembering names, asking about families, and making the shop feel less like a transaction and more like a place where people genuinely want to come back. After more than a decade in the role, those relationships run deep.

Family, Salsa, and a Full Life

Outside the shop, Ema is happiest in her role as a memaw. Her grandkids, as she’ll happily tell you, are the best — and time spent with them is what fills her cup. When she’s not chasing after the little ones, you’ll likely find her in the kitchen making salsa from scratch. The same warmth and care she brings to her family shows up every morning at Lake Arbor Automotive.