There are many ways to innovate—from streamlining processes to adopting new technologies to improving employee training. Shops across the country are making changes to speed the repair process, while also making it more pleasant for customers to bring in their vehicles. We wanted to share two recent examples of innovation we’ve seen…and ask for your input.
405 Auto in Santa Monica, California was profiled as “The Shop of Tomorrow” in Ratchet+Wrench. Owner Martin Kruszelnicki has made technology a driving force to streamline both the customer experience and the repair process. He has made tablets the centerpiece of his shop, starting with the customer drop-off and continuing with techs using them for repairs. He shares repair status with customers via email, text or phone calls and makes use of the shop’s website to provide in-process updates, including photos. Kruszeknicki says, “People will always choose something that is easier and more convenient for them. We have to make our businesses that way. That’s the only way we have a future.”
Another example of innovation is current ALLDATA subscriber Fountain Valley Bodyworks in Fountain Valley, California, profiled in FenderBender. This combination collision and repair shop that has set the Guinness World Record for fastest amphibious car (a personal passion of the owner) has grown from a one-man shop in 1974 to 100,000 square feet in two locations today. The father-son management team of Dave and Michael March has prioritized technology and employee training, believing that the best equipment is essential for the best repairs. And that smiley faces are an effective tool to reinforce the “happy customer” message throughout the repair process.
Now it’s your turn. What are you doing to bring innovation to your shop? What new tools or technologies are you using? How are you improving the customer experience? Tell us about it and you may be featured in an upcoming issue of ALLDATA News.
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