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Stacey Phillips

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Stacey Phillips is an award-winning writer for the automotive industry based in Southern California. She has more than 25 years of experience as an editor and writer and has assisted a wide range of businesses and fields. In addition, Stacey has co-authored two books.

 

She can be reached at stacey@radiantwriting.com. 

 
Thursday, 30 September 2021 10:34

Shop Strategies: Marketing Effort at Tony’s Body Shop Pays Off

Written by
Tony's Body Shop is run by Jay Flores, his wife, Evelyn, their children, Jayson, Jaycob and Jasmine, Jay’s older sister, Maria, and his cousin, Adrian. Tony's Body Shop is run by Jay Flores, his wife, Evelyn, their children, Jayson, Jaycob and Jasmine, Jay’s older sister, Maria, and his cousin, Adrian.

Index

...tell others about the great service they received and write a good review about it.

 

The majority of time customers are good people and if you do a good job and make sure the car is repaired correctly, that customer will tells his or her family, friends and coworkers about their experience.

 

I have built a tremendous following in Ventura County where I am located. In one of my commercials, we say, “Ask around. Ask your friends and neighbors where the best place is to repair your car.” I can pretty much guarantee if not all three, two out of the three will point you in my direction. That doesn’t happen overnight. It takes years of effort and includes everything from how you answer calls, to how you repair and deliver the car.

 

Shop Strategies 5 Claims Management web

The team understands the importance of assisting customers with the claims process.

 

What advice do you have for shops as future vehicles evolve?

 

As time passes and a totaled car is replaced with an ADAS vehicle, I believe the claim count is going to be less. As a result, shops owners need to focus on their capture rate and ensure they are spending time with customers up-front to make sure all their questions and needs are handled.

 

A lot of people fail to write a marketing plan because they are on DRPs that refer work to the shop. The challenge is that DRPs have evolved. In my experience, DRPs used to allow shops to provide a safe and proper repair. However, with cars like Tesla and all of the ADAS features in new vehicles, the cost of repairs has skyrocketed.

 

I’ve found that the goal of most insurance programs is to minimize repair cost. That can be challenging with you have a car with ADAS features. Inherently, it can be viewed as two competing goals: lowest cost possible versus highest safety possible when OEM guidelines are followed. For this reason, Tony’s Body Shop has removed itself from...