Recently we had a message from one of the insurance companies we work with. The message promoted a restructuring of their operations and stated that the ‘customer experience’ was at the forefront of everything they do. It would have been good if they had also… Read more
The insurance industry uses Direct Repair Programs (DRP) to direct their customers to their preferred vendors. Despite what they say about quality of work and standing behind repairs, these preferences are based on efficiency and cost savings, not safety or true quality of repairs (see… Read more
Over the last several years it has become clear to progressive repairers that modern cars cannot be repaired correctly without good current equipment, well trained staff and disciplined adherence to correct, vehicle-specific repair procedures. With significant investments in equipment and training these repairers are able… Read more
In 2016 there was a 5-year time frame suggested for the changes needed in the industry to repair cars properly. If these changes were not made there could very well be a real crisis in the industry. In 2021 these changes have not been made,… Read more
On Time, Clean & Tidy, Polite Staff – A Happy Owner Below Average Severity (Cost) – A Happy Bill Payer Efficient Repairs and a Good Profit Margin – A Happy Shop Owner Is the Car Safe and Next Accident Ready? – We Don’t Actually Measure… Read more