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.


...build a culture and lead to happy employees who want to come to work and be together. When you have happy employees, you get wonderful results. Unhappy employees are disgruntled and unlikely to put out a great product.   
Robert: Customers can sense that. It’s like when you walk into a restaurant and know the servers are upset. You’re uncomfortable. It’s important to ensure our staff is happy because they will radiate that to customers. It’s a critical part of being successful. 
Not only do we do this with employees, but we also include their families when appropriate. We’re planning a family camping trip in October so they can share the experience with their loved ones.  
How does this help with recruiting and training?  
Christina: It makes a huge difference. The only time we have a problem hiring staff is when we grow. Most of our team has been employed here since day one. We’re getting ready to hire more employees because we’re getting busier. It’s a great problem to have.  
What are your plans for the business? 
Robert: We’ve purchased a new building almost every year since opening and are expanding again. We have more than 90,000 square feet of air-conditioned repair space and call it our campus compound. It’s a shop of the future that customers can drive their cars into and is gorgeous.   
There are four buildings set up and each has a different focus and customer base we market to: DRP, electric vehicle repairs, combustible engine repairs and fleet repairs. By breaking up and focusing on each part of our business, it is easier to coordinate employee training, offer better service and be more efficient.  
We recognize the industry is changing and we can no longer repair everything the same way. We have to divide and conquer and provide customers with the best options.   
Christina: Using this system, we’ve found our business is more organized. It allows us to spend time with employees and offer specialized training, especially with EVs. Every car is eventually going to be an EV. If you aren’t focusing on OEM certifications and learning about EVs, you aren’t going to have a shop in the future. You don’t have an option anymore, so it’s important to be forward-thinking.  
Robert: Another development is the creation of a human-less valet system that moves cars automatically through the shop. This will help with repair planning and be more efficient when moving from station to station. That’s the future of the collision business---less human and more interactive with computers.  


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