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Shop’s Commitment to Perfection Leads to High Guest Satisfaction |
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Written by Karyn Hendricks
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Friday, 25 April 2008 |
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Page 3 of 3
The Longo CRC experience
Longo has more Master Certified technicians, estimators, and managers than any other shop in the country. “We know that training is vital in repairing today’s sophisticated vehicles. We are a cutting-edge facility and take great pride not only in our repairs, but in every facet of the collision repair process and experience.
“We work closely with our guests and the insurance companies to make the experience as pleasant as possible,” said Romero. “Our Customer Satisfaction Index (“CSI”) for 2007 was 95%, in which we take great pride. We view this score as our report card from our guests. We are on the Dean’s List in that respect.”
The number one concern of the Longo Toyota CRC is to make guests happy so they will remain customers of the dealership. Dealerships survive off of new and used vehicle sales and the CRC is a support center for the dealership.
To further attract customers, the Longo Toyota complex offers Enterprise Rent-A-Car offices, Subway, Starbucks, AAA branch office, business center with wireless internet, kids play room, complimentary movie tickets and more.
Looking ahead
When asked how he viewed the future of the industry, Romero said, “We see it getting tougher for the smaller independent shops. With the new rule 1141 coming into effect, some shops might not be able to afford the cost of upgrading their booths. We are noticing more “megashops” surfacing, some of which are hitting numbers that were once unthinkable.”
The evolution of the collision business over the past decade has forced collision repair shops to step up their game. Shops that cannot keep up with the technological requirements are doomed to failure. Toyota has a sophisticated diagnostic system. How can a “mom-and-pop” shop possibly repair modern cars without the proper tools, certifications and instructions to do a safe repair returning the vehicle back to pre-loss condition.
“In 2007, the Longo Toyota CRC set a Toyota Certified Collision Center (“TCCC”) Record of over $1.5 million dollars in sales in a single month. We assumed that record would stand for quite some time, until we broke it again this year. However, a dealership in Texas is giving us some competition: this past January, they exceeded the $1.6 million dollar mark in a single month. These milestones continue to make things a little more exciting in our industry, and give us new goals to reach for. Just like everyone else in this business, we have to always continue stepping up our game.”
Learn more about Longo at www.longotoyota.com.
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