Q: What do you enjoy most about the collision repair business?
A: I think it’s the compassion/people side of it. Over the years, I’ve realized that we have the ability to turn an experience that nobody wanted to have into something that can be positive. We’re able to help our customers understand that it’s going to be OK and we’re going to restore their vehicles.
I also enjoy watching our employees grow, whether that is through training or providing a home for them to grow in our business. I learned that from my grandfather. When his business went through a transition and he chose to run the collision repair shop, he realized that it gave him the ability to help somebody out. On the mechanical side, he was able to get somebody’s car running, but he never could see the impact of what was done and understand everything about it. The collision aspect gave him the ability to touch customers and let them feel the impact that was done, and I think that compassion plays a lot into what we do. It’s a driving force behind all of the decisions we make.
We are honored to have been named Best Body Shop by Dallas A-List City Voter. Since 2009, we have received six first-place awards based on more than 24,000 votes from local experts.
Q: Can you tell us about your recent decision to join the General Motors Collision Repair Network?
A: We first found out about the program through Mitchell. We have been long-time customers of Mitchell’s since the 1990s. I was attending their conference in the fall of 2017 and John Eck, collision manager, GM Customer Care and Aftersales, talked about the company’s path of coming up with a certification program. I told John that as soon as we were eligible to sign up, we would be on the list.
My grandfather’s strategy was always that he understood that an agent was taking premiums from customers. As soon as there was an accident, the individual who was taking the money was out of the picture. They couldn’t help make the experience go well for that customer. His motto was to make an unpleasant experience a pleasant one, and that’s what he preached from the moment he started. That’s still very much part of the culture and fabric of how we operate today.