Consolidation's effect is being felt in the collision repair industry. Traditionally, shop populations have increased during times of increased business. This was not the case in 1996. Professionally managed facilities are achieving growth rates above the rate of increase in the overall collision repair market by attracting work that would have gone to their competitors. Prepare a plan focusing on both the sales and marketing requirements to secure work from competitors and also the requirements of the production facility to meet turn-around goals and maintenance of customer satisfaction.
Customer satisfaction is of primary importance.
If you do not currently track customer satisfaction, this is a primary item to begin in the new year. Understanding a shop's operating and financial performance is a key factor in preparing the growth game plan. EDI is becoming a large part of many collision repair facilities business. This trend will increase dramatically through 1997 as insurers take advantage of new product offering from ADP, CCC, and Mitchell that allow improved claims assignment, estimate, repair order and electronic funds transfer transactions between shop and insurer. The importance of referrals from insurers, as a part of a DRP relationship, or direct from agents and claims staff is of obvious importance.