Customer Service Crucial to Survival, Hendler Says - BodyShop Business
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Customer Service Crucial to Survival, Hendler Says

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To survive in the changing collision repair industry, shops must do more to serve customers, Jeff Hendler, Collision Industry Conference (CIC) founding member and owner of JD Hendler Associates told about 40 members of the Connecticut Collision Repair Specialists (CCRS) at a recent monthly meeting. In his talk, “The Changing Industry – Your Role In It,” Hendler challenged CCRS members to consider the needs of today’s consumers and the collision repair industry’s responsibility to adapt to those needs through best business practices, continual education and technical training.

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“It’s about time we take ourselves out of our own four walls and look through the eyes of our customer. Let’s identify the needs and then meet them,” Hendler said. “We must challenge ourselves to be better, to become part of the solution when dealing with our insurance partners and vendors, to properly train our technicians and staff and most importantly, remember who we work for – our customer.”

Hendler, of Pasco, Wash., has been part of the collision repair industry for over 30 years. He acted as CIC chairman from 1987-1988 and as administrative director since 1984. Also a founding member of I-CAR, Hendler was inducted into the Hall of Eagles in 1989. He was given a “Lifetime Achievement Award” by the Society of Collision Repair Specialists (SCRS) in 2003.

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In addition to Hendler, CCRS Chairman Angelo Campanella addressed the attendees regarding  repair technique updates as well as reporting on industry news and events.

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