And the Survey Says
Consumers’ attitudes toward a vehicle that’s been wrecked and repaired.
DRPs: Probing the Legalities
There’s a definite conflict of interest when the payer (insurer) controls the quality of repair work. In fact, without the independence of the professional repairer, some say there’s no difference between the DRP shop and the insurer – just a different organization with the same interest, adverse to the property owner. But that doesn’t make DRPs illegal – or does it?
No Fear: Developing New Business by Asking
Learn the right way to ask for business, and you’ll not only lessen your chances of being shot down, but you’ll increase shop profits, too.
Body Shop Fraud: A Question of Intent
A New Jersey body shop customer has some questions that no one, it seems, wants to answer.
Pick Me! Pick Me!
If you want to close the sale, you need more than a well-written estimate and a “Give us a call if you decide to schedule it.” You need to develop a system tailored to customer needs and train your estimators and front desk personnel to sell.
What to Do When Sales Suck, Part I
While there isn’t always a quick fix for sagging sales, examining volume and production will reveal what went wrong – and what needs to be done to pull your shop out of the red.
Dealing With Mr. “I-Can’t-Pay-My-Deductible”
It may be tempting to do your customers a favor when they threaten to take their business elsewhere. But when you see how this adversely affects the industry and your own shop, you’ll realize that you’re a moron if you allow some whiner with a eductible problem to peer pressure you.
From Classroomes to Computers
Employee education has evolved from printed manuals to virtual classrooms. But is virtual as good as the real thing?
Pointing Fingers: DRP Agreements Attempt to Shift Liability
Recent concern has developed in the aftermath of Avery v. State Farm that a DRP agreement attempts to shift liability from the insurance company to the shop in the event of a lawsuit brought by an unsatisfied consumer – or, worse yet, an entire class of unsatisfied consumers. Is this concern valid? Are shops becoming scapegoats?
Giving Customers the Whole Story: Educate Them
Consumers who’ve been in an accident often only know what they’ve been told by their insurer – and what they’ve been told often puts your shop in a negative light. What can you do? Educate them on the repair process so they have all the information they need.