Don’t Assume. It Really Does Make an A** Out of U
I figured Mr. and Mrs. Gray knew the check was being sent to them, not me. Now they were mad because if I wouldn’t release their car, they’d have to cancel their vacation. This was when I realized I needed to change the way I communicated with customers.
Those Are the Brakes: In House or Out of House?
Since no two brakes jobs are the same, some shops choose to send brake repairs out of house to avoid an extra possible headache. Others choose to tackle the repairs themselves. What’s right for you depends on how much control you want to have over what often becomes a complicated repair.
Whoa, Slugger! Use Your Head Instead
An estimator recently discussed online a young adjuster who came in to inspect a vehicle and insisted the shop use an aftermarket hood on a car that was less than a year old. The estimator said “No problem,” provided the adjuster sign a “Hold Harmless” form. The adjuster replied, “You’ll have to take that up with the owner.”
Not So Random Acts of Kindness
You can’t sit back and wait for people to beat a path to your door – you have to get their attention any way you can. (This doesn’t mean light yourself on fire and dance around your parking lot!) Thank-you notes, kind words and doing little things that other shop owners don’t will attract customers, improve business relationships and keep you out of the burn unit.
Associations: Time to Join or a Waste of Time?
Opinions vary regarding the repair industry’s national associations, but one thing is certain: The industry has a wide range of national associations, each with differing beliefs, views and goals. Our examination of the industry’s national groups may help you decide if one coincides with your own convictions
Trained to Win
Training can teach your staff to be more productive, more loyal and more responsive to customers – making your shop more profitable and your job much easier. Why, then, do collision repair shop owners – and other American business owners – commit such little money to such a big issue?
A Not-So-Sticky Subject: Adhesives
When ancient Egyptians boiled animal hides to make glue, they had no idea how far modern chemistry would take adhesives. Today, two-component epoxy, urethane and acrylic glues are being used as structural panel bonding adhesives – and OEMs have given their stamps of approval.
Off With the Gloves: Learn How to Negotiate!
If your “negotiations” involve yelling, pumping out your chest and clenching your fists, you have a better chance of being cast in Rocky VI than of convincing your opponent to give you what you want. Negotiating is a form of mental sparring, so quit trying to intimidate and use your head instead.
Should Have Known Betterment
Betterment. Sounds like a new flavor of gum from Wrigley’s. Well, to car owners and collision shop managers and owners, betterment might not be so sweet, and their attitude toward it hasn’t been so carefree.
The Rest of the Way Around the World
After BodyShop Business’ roving reporter Mike Lawrence returned from his two-day, 17-country whirlwind trip – in which he studied collision repair markets around the globe – he determined that while each country’s market is unique, it also sounds strangely familiar…(Continued from the August 2000 issue of BodyShop Business).