The “Wheel” World
Suspension alignment is critical to ride, drivability, fuel economy and, ultimately, customer satisfaction. So take the extra time and steps to evaluate a possible problem.
At Their Mercy: Progressive Has Been Opening a Lot of New “Concierge Centers”
You may have noticed that Progressive has been opening a lot of new “Concierge Centers” lately, where customers deliver their damaged vehicles and, within 15 minutes, are out the door and assured that a claims rep will handle the repair process from start to finish. The insurer has opened 11 of these centers since April
I Lost My DRP!
State Farm’s recent announcement that they’re testing a new direct-repair program and that they’ll be reducing the number of shops that participate has left repairers scratching their heads and pondering the same question: Is there life after Service First?
Examining DRP Contracts
State Farm’s decision to move to a single Select Service direct-repair program has the collision world abuzz – so this is exactly the right time to talk about all DRPs and what a shop truly receives and incurs by joining an insurer’s repair network.
Profits: Not A 4-Letter Word -You Can Only Learn Lean By Doing.
Speed Is the Key When attempting to create a continuous flow between all the steps in your process, the areas where work doesn’t flow at the pace the customer is pulling will become obvious, forcing you to correct them immediately. by John Sweigart It has always been — and continues to be — difficult explaining
DRPs, Here We Come? Handling All the Paperwork
Handling all the paperwork that comes with being on direct-repair programs doesn’t scare us. Let me tell you why. Part 3 of a year-long series.
Bullied No More: Learn How to Counter Intimidating Negotiation Techniques
“My way or the highway” negotiation techniques have intimidated the repair industry long enough. Learn how to counter them.
What’s the Goal of any Business? To Make Money
I’ll add a couple of caveats to that.
Perplexed by Paint
Turns out this topic is much like the famous Bill Clinton quote: “It depends on what the meaning of is, is.” Paint brand popularity and exact market share are touchy subjects among the refinish paint companies. No one wants to be quoted in print as having less market share than the next guy, and there’s
Waste Not, Want Not: Eliminate “Waste” in the Business
The overall objective of a process-centered enterprise is to eliminate “waste” in the business. In doing so, you can more effectively deliver what customers want — and reduce your costs.