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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. 

 
Wednesday, 07 September 2022 09:26

Shop Strategies: Florida ‘Shop of the Future’ Focuses on OEM Certifications, Building a Culture & Customer Reviews

Written by
The team at Collision Care Xpress in Pompano Beach, FL. The team at Collision Care Xpress in Pompano Beach, FL.

Index

...that a DRP would come in and they never did. We looked at each other and said, "What did we get ourselves into?"  
 
Looking back, it was probably the best thing that could have happened because it made us not be dependent on a DRP for a steady flow of work. We had to think outside the box and focus on our marketing and social media to succeed.  
 
Robert: We went from having about 3,000 square feet of shop space to 16,500. I thought we had made a huge mistake by listening to a DRP, but as Christina said, it was a blessing in disguise. We were able to figure out how to market and grow our company.  
 
An essential part of your business is focusing on OEM certifications. Why is this important?  
 
Christina: Our marketing efforts made us realize that we wanted to focus on OEM certifications. As an OEM-certified shop, we have a great working relationship with all major insurance companies. Because we are an independent shop, we never deviate from factory-mandated restoration procedures and are always able to keep the best interest and safety of our customers as the top priority.

 

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The facility has 90,000 square feet of air-conditioned repair space, called the campus compound.

 

With our OEM certifications, we have the expertise and resources to provide insurers with documentation and procedures to justify the necessary repairs, and that aids the insurance estimator to properly value the repair.
 
To be a high-caliber facility, we believe you have to be OEM certified and repair vehicles the way the OEM specifies. Over the years, we’ve worked hard to hire high-caliber technicians and then train them to always check the OEM procedures.
 
About a year after opening the new facility, we had the opportunity to work with Tesla and were one of the first shops in Florida that was Tesla certified.  
 
Robert: We’re proud to say that as of today, we have more than 20 OEM certifications. That goes a long way with customers. We find they put a lot more trust in us and feel they are bringing their vehicle into a shop that is well-versed in repairs.  
 
What is the importance of customer service and reviews? 
 
Robert: We can’t afford to have a customer come in and not do a good job. After every repair, I follow up to find out if there was anything more I could do to help. We have thousands of five-star reviews, which isn’t common in our industry. 
 
From the beginning of running the business, every time we finished a job, we asked customers to go online and leave a review about our company on Google or Yelp. That wasn’t as common back then as it is now, but it’s what started growing the company. We began picking up traction and...