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.


...pick five customers who have either referred work to our shop or had their car repaired here. We do tremendous research to find out what they like and purchase a gift for them. We’ve bought autographed jerseys, baseballs, barbecue kits and even a gun holster. We want to show our appreciation to those who are supporting our business.


During times of extreme behavior, such as COVID-19, there are extremes on both sides. As a result, I’ve seen more giving hearts and more empathy and sympathy than I’ve ever seen. We want to be part of the solution and not part of the problem no matter what is going on that is creating this craziness in society. We have no desire to compete with other shops. We want to dominate and compete with ourselves.


What is your advice to other shop owners who are reinventing their business right now due to COVID-19?


I receive a tremendous amount of phone calls from shops across the country. Many people I talk to struggle with how to fix a car correctly or find time for the training needed to learn how do it. Now is the time to do that. I see too many people utilizing this time as an excuse to fail.


During the most challenging times over the last year, there were nerve-racking times. We reminded ourselves that the only way to fail was to quit. So, as long as we didn’t quit, we should be good. And if we’re not, at least we left it all out on the field. Ultimately, that was a successful strategy for us.


Throughout this time, I’ve grown a passion for helping the industry and I welcome other shops to reach out to me. We’re all in this together.


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