5 Things to consider when looking for a repair centre
SEARCHABILITYThe average customer isn’t packing up their vehicle and going on a roadie to find the right mechanical or auto body repair centre. It all starts online and as such, the right repair centre is easily accessible via a simple Google search. That’s simple enough to understand and seems intuitive, but it is always shocking to learn how many small/medium-sized business aren’t online. When searching for the right repair centre what a customer is looking for is a website that is easy to navigate, that has inviting photos, relevant information about the services they provide and most importantly, one that is teeming with positive reviews.
REPUTATIONYes, even collision centres use Google reviews! An auto body shop that deserves to see yet another customer services between 50-100 vehicles every month, which means there should be recent reviews of that facility from customers who got the type of service that matches their star rating. This is such an important aspect of the customer service process for businesses that work in the automotive repair sector. Ensuring that customers are receiving outstanding treatment goes a long way to securing their next service appointment. The reviews should be reflective of the kind of experience one would expect following something unfortunate like a collision. Staff should be genuine, empathetic, and willing to share information with customers on a regular basis so that there are no doubts about where the customer is in the repair process.
Automotive repair isn’t easy and don’t be misled by the stereotypes portrayed in TV or film. The modern vehicle is more complex than anyone who doesn’t repair or build them for a living is aware. A customer that wants a collision or auto body repair completed by a trained expert should be looking for a facility with certifications in specific makes and models — jack of all trades master of none is not recommended for today’s driver.
Here is a summary of what is required to complete a safe and proper collision repair:
- Pre-wash: That’s right, the vehicle gets clean first!
- Triage: Here, the vehicle is visually mapped and inspected by a repair coordinator.
- Assignment: Depending on the vehicle make, model, year it is assigned to a technician with a specific skill set and training credentials (remember that jack of all trades thing?).
- Disassembly: Exactly what it sounds like — and this is meant to identify any damage that isn’t visible in the initial triage.
- Research: The vehicle has specific manufacturer standards required for safe and proper repair called OEM procedures and the repair coordinator researches them based on the vehicle make, model, year.
- Planning: In collaboration with the technician, the repair coordinator establishes what repairs are necessary and orders parts to facilitate the proper repair.
- Approval: The customer and the insurance company sign-off on the work prior to the repair.
- Body work: The technician completes the repairs to OEM specification.
- Paint: Think taping and cutting in your bedroom is hard? Painting a vehicle is a science.
- Quality Control: Check the work before giving back the keys.