PCI Head to Collision Repairers: Keeping Customers' Business Worth More than Saving a Few Dollars - BodyShop Business
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PCI Head to Collision Repairers: Keeping Customers’ Business Worth More than Saving a Few Dollars

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The Property Casualty Insurers Association of America (PCI) emphasized that insurers and body shops have a lot of common ground at an educational session on insurance and auto repair issues at this year’s NACE, stating that "earning and keeping a customer’s business is worth far more than saving a
few dollars or making a couple extra bucks on a repair.”

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“Satisfying the consumer with a fast, high-quality repair job is the top
priority for both insurers and body shops,” said Bob Passmore, PCI’s senior director of personal lines. “This focus on the
customer serves everyone’s interest and produces increased referrals
and customer loyalty. Additionally, it’s in everyone’s interest to
control costs. But cutting costs at the expense of repair quality hurts
everyone involved."

Passmore also singled out a reduction of legislative activity on auto body repair issues in 2010 compared to past years as one trend he finds encouraging. However, he predicted that issues on consumer repair options, aftermarket parts, glass repair, labor rates, and appraisal and estimating practices will likely be debated once again in 2011.

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“The reduction in legislative activity during 2010 was an encouraging sign, and we’re hopeful that the trend will continue in 2011," said Passmore. "Aftermarket parts will be a hot topic that carries over into next year. No one wants to see bad parts used in the repair of a vehicle. While it’s important that the law protect consumers from unsafe parts, it’s equally important that those laws, whatever they might be, do not discriminate against any one type of parts over another.  

"Alternative and salvage parts have given consumers safe and durable alternatives with lower costs. Although we do not endorse the use of any particular products or practices, we believe policymakers should not take legislative or regulatory action that favors one type of part or reduces competition that limits consumers’ options.”

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