The quarterly Collision Industry Conference (CIC) returned to Las Vegas on Nov. 4 as it does every year as part of SEMA week.
The newly-formed Business Operations and Management Committee presented the first of what it intends to be a four-part series focused on business diversification. A panel discussed the importance and opportunities of business diversification in changing economies, and offered some different possible models, as the basis for discussion at future CIC meetings.
The Governmental Committee focused on successful legislative efforts in Texas and Washington state this year to enact legislation requiring auto insurance policies to include a right to appraisal clause. Representing the associations in their respective state, Jill Tuggle and Justin Lewis highlighted what was entailed in those legislation efforts, how the appraisal process works, and what it means for the industry in states with — and without — such a requirement.
A panel discussion on OEM certifications.
The OEM Industry Relations Committee offered perspectives from automakers, shops and dealers on leveraging OEM certifications for “an exceptional, differentiated customer experience.”
“One of those thought-provoking questions you can ask customers when the vehicle drops is ‘Why did you buy this particular car,’” suggested Jake Rodenroth of Certified Collision Group, which operates 96 OEM-certified shops in 13 states. “Corvette owners will give you a very different answer than Prius owners, and as shops, we’ve got to be receptive to that. If they bought the car for the technology, you better be going through that diagnostic report with them when you deliver the car. If they bought it for the leather seats, we’re going to have a discussion with the detailers to make extra sure everything’s clean. If they bought it for the color, boy, we’re doing that spray-out right up front and discussing that proactively. It just builds trust, and it shows that you care.”
In the afternoon, Frank Cote, recently retired chief deputy insurance commissioner in Montana, shared insights on consumer protection, the challenges regulators face, and the gaps in today’s conversations that, if addressed, could strengthen accountability and better safeguard consumer interests in collision repair and insurance.
Autobody News' John Yoswick will have complete coverage of the CIC meeting soon.
John Yoswick