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Thursday, 13 September 2018 09:53

Mike Cassata Presents on DRPs at NCACAR 3rd Quarter Meeting

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Mike Cassata of Hammer Insights presented on DRP relationships during NCACAR’s Third Quarter Meeting in Fayetteville, NC, in August. Mike Cassata of Hammer Insights presented on DRP relationships during NCACAR’s Third Quarter Meeting in Fayetteville, NC, in August.

Index

 

“Photos must clearly depict damages. All written documentation should be properly punctuated and clearly describe the situation,” Cassata said. “Remember, you are writing an appraisal of the claim, not just a repair estimate.”

 

If an insurer requests a total loss evaluation, be thorough and include all options and relevant information. Proper photo technique is necessary for the claim file, but some carriers will pay for this service if you ask them.

 

Cassata reminded attendees, “YOU are the appraiser of record. Fair payment to the policyholder will be based on your report.”

 

Cassata’s presentation then focused on the importance of the customer as he explained the evolution of a relationship with the customer and the value of developing a connection with them.

 

In order to deliver outstanding customer service, Cassata recommended, “Be a consultant to your customer. Explain the process. Assist with their insurance claim and their rental. Advise them on the repair process. Make phone calls on their behalf, and help them manage the claim. You are their advocate! You know the process, but it isn’t easy for them.”

 

Communication via the client’s preferred method leaves a great impression, but customer service begins with the first call to the shop. Ensure friendly greetings as well as a positive first visit to your facility and an overall inviting environment to improve the customer’s experience.

 

Net Promoter Scores (NPS) ask the ultimate question: How likely is a customer to refer friends and family to this automotive repair facility? Cassata shared useful tips to increase your NPS.

 

“Don’t ask for a good score, but do ask if there was anything that you could have done better to serve them,” he said. “Tell them they may receive an email or phone call regarding a survey. You should not be in the habit of asking customers to give you a high rating---you should EARN it!”

 

Cassata also taught attendees how to employ empathy, turn complaints into a gift and develop teamwork that enhances the customer’s experience.

 

Discussing the difficult decisions that DRP managers must make, Cassata shared many insights.