…but, of course we all want the cars fixed right.
…. but, you have to do the correct repair.
For the last two or three years every industry discussion about the challenges and costs of modern vehicle repair ends with a variation of the phrase ‘but of course we need correct repairs’. This is said with a tone that suggests ‘I have met my obligations because I have mentioned that correct repairs are needed.’
This phrase is always aimed at the repairer and is most often used by anyone who has an opinion on repair procedures and repair cost but has no hands-on responsibility for that real world repair. Insurers really like it and industry commentators, speakers and trainers always close with it.
With this phrase and no further investment, the speaker imagines or hopes that they have made a contribution toward the safe repair and all responsibility falls on the repairer.
In the collision repair industry, many participants are always paying close attention to and working with the numbers that insurance companies use to rank repair facilities. The insurance companies who still drive the repair process must have numbers and data to see what is happening, and the repairers are constantly asking about these numbers and trying hard to meet them.
The problem here is that meeting these numbers is seen as the primary objective of their work. If quality repairs come from these numbers, then all the better but many operators do not start from the quality repair position. Unfortunately, there is some validity to this position because safety is not well measured by the numbers currently used.
The idea that good numbers will fall naturally from good work is not widely accepted. But it is accepted by progressive operators.
It takes some effort and innovative procedures but if the priority is to do the work right in all aspects, including real attention to safety the numbers will take care of themselves. Most importantly the car and customer have been treated with the respect they deserve.