We need to reinvent trust within our industry. It is not trust when someone is watching everything you do - questioning every decision. We labor under the illusion that the insurance companies trust us. Sure we have brought some of this on ourselves, but our present system shows there is very little trust. I write 2 to 3 supplements on every job. Is this because we don't know how to find damage, or write an estimate? No it's because of a lack of trust.

Why don't we repair the vehicles and submit the bill at the end of the repair, (once we determined the vehicle to be repairable). Because the insurance companies think we would overcharge them. Because they don't trust us! If they did trust us, the repair process would go much quicker and the paperwork would be cut to a minimum.

I've done business with contractors who gave me a bid and billed me for the work and the extras at the end of the job. I trusted them because I had a relationship with them. I trusted them in my home with no one there to watch them because I knew what kind of people they were.

Building trust

This is why we need to start doing business with people again. We need to develop relationships with our insurance companies that are based on trust. For this to happen we need to be trustworthy. Remember the thief always thinks everyone is trying to steal from him, and the cheater always thinks someone is trying to cheat him.

Are we the pot calling the kettle black? I think that in many ways we are. Every time we do a substandard repair or short cut a repair, we become the cheaters. We are cheating the consumers and the insurance companies. When was the last time we were overpaid for a repair and we sent a portion of the money back? We can justify anything if we try hard enough, but we need to remember who we are when we go home, and what our values are. We are not thieves, so why should we steal?

I am "Lee the person," and my life outside this industry has certain values that I don't leave behind when I walk in the door. Nor should yours! If you feel that you are being forced to repair things in a substandard way or even cheat to make a profit, you need to draw the line. Don't do it, remember who you are when you go home and don't allow this industry to push you to become someone you're not.

We are people and we all have a life outside this industry. Both sides need to let their guard down a little bit. This could go a long way towards repairing the resentment we feel towards one another.

Have you hugged your adjuster lately?

In business for 26 years, Lee Amaradio, Jr. is the president and owner of "Faith" Quality Auto Body Inc. in Murrieta, California. With 65 employees, he attributes his success to surrounding himself with good help, claiming to have some of the best office staff and techs in our industry. Amaradio has been in this industry long enough to see the handwriting on the wall. He feels that now is the time for us to unite as an industry before it's to late. He can be reached at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it