|
Page 1 of 2 The framed invoice hanging on the wall is dated 1932, when Hilbert's Body Works was established as Ferrand and Danigole. Body Works. The price on the invoice to repair and paint a fender - $3.00!
 | | New techniques from PPG have reduced cycle time |
When Chip Hilbert graduated college with a business degree, he went looking for career opportunities. He had worked on cars as a hobby while going to school and actually done some work for Ferrand & Dangiole (F&D). So in 1973, when the opportunity to purchase F&D came along, Hilbert jumped at that chance. The first year was difficult. Hilbert had a business education, but very little no experience in running a body shop. He attributes his ability to survive the hard times to assistance from the local auto body association, which provided emotional and educational support. During the early years, the renamed Hilbert's Body Works specialized in repairing luxury import vehicles such as Porsche, Audi, Saab and Acura. Owners of these cars appreciated the quality work done by the shop and spread the word that Hilbert's was the place to go for reliable repairs. Currently, Hilbert's works on every make and model, largely because of its DRP relationships with Allstate, State Farm, and others. 
| Hilbert employee putting special care into care repair. |
While DRPs are an important part of his business, Hilbert believes a company cannot succeed if it falls below its quality customer service benchmarks. Hilbert won't enter into an arrangement with an insurance company if the DRP agreement would make it difficult for him to satisfy both the consumer and the insurer while making an acceptable profit. He expressed concern that not everyone in the collision repair industry shares his concern for the fair, honest treatment of customers. "Honor and integrity are so important. Sometimes I can't understand how people live with themselves." At home in former dealership Ten years ago, Hilbert's moved into a facility that was once a Volkswagen dealership. Built in 1960, the building features a concrete roof that serves as the parking lot. Using the roof provides an added element of security for vehicles at the shop as well as efficient use of space. The working stalls were designed for VWs, so they are somewhat smaller than the bays one would design for working on a full size pickup. The bays were already equipped with single post lifts, which proved to be useful if a bit unusual in body work. The lifts allow the technicians to raise the vehicles to a convenient, comfortable working height - no more kneeling down! Techs can also check underneath the car without going through all kinds of contortions. Relies on PPG paint and consulting The separate building that was the original VW body shop is now the stand-alone paint shop with three Garmat paint booths. Hilbert's is a PPG CertifiedFirst shop. Working with PPG "couldn't be better," said Hilbert. "Pretty much all of the staff has been through a PPG program. The programs are excellent and the attendees always bring back new methods of doing the work. They've shown us how to reduce cycle time and helped us create employee incentive programs that really increased sales." Ladies rule the roost There is a strong female presence at Hilbert's. At one time, the entire office staff was female. Knowing how important the first impression is with the customers, especially women, the waiting area is clean and neat, like a professional office. The Good Housekeeping Seal of Approval (part of the PPG CertifiedFirst program) and Underwriters Laboratory certification are proudly displayed, as Hilbert understands the importance of these credentials to new customers, particularly women who may feel intimidated in visiting a body shop.
<< Start < Prev 1 2 Next > End >> |
