Empathy Rules - BodyShop Business

Empathy Rules

Find employees who have empathy and put them on your front lines. Your business will be better off for it.

I recently attended the PPG MVP Conference in beautiful Amelia Island, Fla., and what a great experience it was. Many of PPG’s valued customers got to take a much-deserved break from the hustle and bustle of their businesses, spend some quality time with their significant others, shop some of the latest and greatest products in the industry, and learn from some of the top motivators in the business world. That’s right, motivators, not “speakers” or “presenters” because they did so much more than just present information.

Scott Deming was one of those motivators. His talk was focused on “perceptual reality” and how everyone’s perception is different based on the experiences in their lives that shaped who they are. One of his points was that your customer’s perception of your shop or the service they were given might be completely different than yours. Actually, not might, but probably is.

The thing that really hit home with me, however, was his declaration that empathy is the key to life. Wow! That’s a pretty strong statement. If you would have asked me what the key to life was, I probably would have listed many things. But there it was, one single, solitary secret to life: empathy.

I’ve been told by some industry experts that empathy plays a huge role in the collision industry. Some have gone so far as to say that if shops showed true empathy toward their customers on a daily basis, they could increase sales several times over. Is this proven? I’m not sure, but it makes sense to me. I think most of us would admit we don’t do a good enough job at being empathetic toward customers. I don’t know if it’s in some people’s DNA to be that way; if that’s the case, those people shouldn’t be your estimators or “care agents.” Isn’t that really what they should be called?

I don’t think you can teach someone empathy; they either have it or they don’t. Find ones who do and put them on your front lines. Your business will be better off for it.

You May Also Like

5 Tips for Mentoring Auto Body Technicians

These tips will help you establish a successful mentoring program and secure workers before other industries do.

Mentoring is a human resource (HR) tool. It is increasingly considered for on-the-job training. Smart managers who learn to develop and apply a technical mentoring process have an HR advantage.

During this time of tech shortage, only 20% of all technical managers will be committed enough to properly use the tool of mentoring. Approximately 80% of managers want an easy fix and aren’t willing to learn or invest in what it takes.

Body Shop Cleanliness: Spots Are Only Good for Dalmatians

A spotless shop inspires customer confidence and drives excellent performance.

Solid Accounting: The Difference Between Winning and Losing

Wouldn’t it be great to be able to quickly review your financials and know where you’re winning and losing so you can fix the problem immediately?

Tales from the Crypt: Can Your Business Thrive Without You?

We all think that we’re going to live forever and never consider how, if we die, the shop will continue.

Feeling the Pressure? Follow the 7 E’s

Auto insurers are hemorrhaging profits and thus have clamped down on claims costs. Following the 7 E’s might be the solution.

Other Posts

Auto Body Repair: Crazy Industry, Crazy Terms

Many crazy phrases and terms used in the collision repair industry defy good business sense and logic.

NABC Donates Recycled Ride to Texas Veteran

The NABC, Allstate and Texas Collision Centers recently donated a refurbished vehicle to a deserving Frisco, Texas veteran.

A Lesson from the Jeans Store

A disappointing experience of mine at a clothing store reminded me of the importance of an educated and informed staff.

Hard Work, Hustle and Determination: One Auto Body Tech’s Rise to the Top

Juan Carlos Gasga Perez’s ambition and drive led him to becoming the co-owner of his own body shop with a huge social media following.