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Stacey Phillips

Stacey Phillips photoStacey Phillips is a freelance writer for the automotive industry based in Southern California. She has 20 years of experience as an editor including writing in a number of businesses and fields.

 

She can be reached at sphillips.autobodynews@gmail.com. 

 
Monday, 12 April 2021 23:23

Shop Strategies: How a Shop Owner Enhanced Employee Culture While Providing Outstanding Service During COVID-19

Written by
Mike McClernon, a technician at Best Body Shop. Mike McClernon, a technician at Best Body Shop.

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Clay Hoberecht, owner of Best Body Shop in Kansas, said he is crazy about three things: his customers, their cars and his team.

“We want rabid fans, not just satisfied customers,” said Hoberecht.

 

With a passion for repairing vehicles correctly, Hoberecht said his team works hard to provide outstanding customer service by maintaining a culture of humility and expertise.

 

“We are driven to succeed and have a hunger for knowledge,” he said.

 

Hoberecht and his wife, Barbara, started the Wichita business in a 2,700-square foot facility in 2014. Over the years, the operation expanded. They eventually purchased the building next door, increasing their space to 10,000 square feet and focusing on collision repair, body painting, paintless dent repair (PDR), car restoration, hail damage and other services.

 

Autobody News asked Hoberecht how the shop owner has enhanced his culture with employees during COVID-19 while providing outstanding customer service.

 

When the pandemic first broke out a year ago, how did you and your wife react?

 

Without a shadow of a doubt, the last year has been intense. Between the political issues and COVID-19, the market has been volatile.

 

The No. 1 thing Barb and I did right off the bat when we very first started seeing a downturn in the economy is we immediately went into protection mode with our business. We made the decision to have no retraction whatsoever and agreed to move forward no matter what.

From then on, we made sure that every move we made was not a retraction. We were able to hold each other accountable, and the team was able to hold us accountable.

 

Sometimes, moving forward doesn’t mean getting a lot of cars in the shop. It might mean...


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