Good Communication Helps Ensure Happy Customers
Having a good customer communication plan helps ensure customers and insurers have an equal understanding of the repair process, what will and won’t be covered and the outcome for their vehicle.
Need the 411: What Should Consumers Do After a Vehicle Crash?
What do you do when consumers need info after experiencing a vehicle crash?
Are You Educating Your Customers on ADAS?
If I owned a collision repair facility and spent all that money on equipment and training, I would go out of my way to tell consumers why my shop was the best choice in the area to restore their vehicles’ safety systems to proper working order.
Vehicle Total Loss Settlement Practices: From Bad to Worse
One prime example of a bad situation that has gotten worse as far as containing claims costs is total loss settlement practices.
Lies and Deception: Defending Your Customers
Just because an insurer states something does not mean it’s true.
Answering the Phone: Don’t Give Your Customers the Runaround
Do you give your front-office staff all the information they need so they don’t have to put a customer on hold or transfer them to someone else?
Diminished Value: The Secret to Glowing Online Reviews
Advising your clients to get diminished value compensation for their vehicles is one of the best ways to get positive online reviews and word-of-mouth business.
Customers: Empathy and Support Go a Long Way
Unexpected events happen every day, so be sure to give your customers patience, attention and support.
Insurers: How Low Will They Go?
If a shop doesn’t bend to an insurer’s mandates, they will often take the position of: if you’re not with us, then you’re against us.
Customer Relations: Is the Customer King in Your Body Shop?
In the day-to-day “busy-ness” of our jobs in the shop, we often forget who our true master is – especially because we serve many.
Customer Service at Your Auto Body Shop: Treat the Person Coming Through the Door Like They Matter
I don’t care how many DRP certificates your shop currently has, if you don’t treat the next person through the door like they matter, they’ll not only assign their repair to some other shop, they’ll tell all their friends and co-workers about the jerks at your shop.
CSI: Playing the Game
CSI scores are not always fair, but utilized correctly, they can be a great force for good. And much of that starts with how it’s framed, explained and executed from the top.
