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Stacey Phillips

Stacey Phillips photo

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

...getting more business because of those reviews. 
 
We’re customer-centric and want to ensure our customers are happy. If we receive one star due to a situation we couldn’t control, we work hard to convert it into five stars. Some managers or operators don’t want to reach out to a disgruntled customer but we can’t afford that. Instead, we take the time to work things out. I believe that we learn and grow tenfold by working with that one disgruntled customer until they are satisfied and refer their friends and family to us.
 
Christina: We always tell customers that we want them to have the best possible experience. Many think of a body shop as a dirty dark space where their car gets lost in a black hole. We want customers to know we hold a higher standard than that and they can feel comfortable bringing their cars here and know they are fixed properly for their families.  
 
We're serious with our technicians and ensure that they do the right thing with every repair, especially when no one's looking. We repair about 250-300 cars a month and neither Robert nor I can personally check every car.  
 
What training do you implement with employees? 
 
Robert: In addition to manufacturers’ training, we also coordinate a lot of outside training and bring in speakers nearly every week during staff meetings.   
 
Christina: We find a variety of speakers so it’s a different topic every time. One week we might focus on team building or estimating and the next, we could have a financial planner who can give our staff pointers for their own personal financial planning.
 
Robert: We’ve even had a company chaplain come in and talk to them; some guys love being able to talk to somebody like that.  
 
How do you encourage teamwork? 
 
Robert: We think outside the box. We have an on-site gym with a shower, an arcade, a recreation room for our 60 employees, and several employee lounge areas. Each offers a different setting from communal dining, to relaxed seating with a large screen TV, to a quiet space with comfortable seating for individual "down time." 
 
Christina: We also hold a lot of parties and events. Most recently, the team went to a hockey game and an evening of bowling… that got a little competitive! We find these gatherings help...