Okay, I have been studying the collision repair technician for some time now. For the most part and I mean a very high majority of them they wish to provide quality repairs based upon some pretty high standards, often times of their own. All that are engaged would expect higher quality than they are able to provide currently in their workplace. The trouble is that the demand is not there. They are delivering what is expected of them based upon compromised repair methods, compromised business practices and unrealistic workflows.
Most repair work only needs to pass the first impression test. If it looks good then it’s good to go. It meets the level in which the dollars collected provided for, no more and often times less. We have way too few savvy customers able to see between the obvious lines in front of them into the root quality of the repair. To compound that level of acceptance is the insurance company who comes in and has found a way to influence compromise of the standard most high-quality technicians hold pride in. They are trained to provide a higher level than they are able to demonstrate. (We can talk about this deficiency in another segment).
This dynamic presents a confusing set of directions to the repair technician. Is it about, quality, cost, cycle time, or integrity ? The lines get foggy and unclear a lot of the time.
I have been thinking of how it can be that repairs could be performed based upon expert recommendations and methods rather than cost and time. I’ll venture out there to say that most engaged technicians would love for this to be the case. It would sharpen the skill level to state-of-the-art thinking about the execution of tool to task skills. The expert repair technician would be able to remain current because they have the passion in doing the right things in the right ways and for the right reasons. What a wonderful world it would be !!
“What will we do ?” Can the paradigm be shifted ?
I believe it can with awareness and understanding of the current and future challenges of differentiating yourself in the market place. There are few operations that truly get that it is about the product delivered that holds the integrity, the BRAND. There are possibilities and opportunities to create a win for the shop and technician, a win for the customer and a win for the insurance carrier. All have the same goals in mind – that is, value for the investment.
I believe too that there are many reputable repair shops with an environment and culture to pull this off. If you are willing give it a try, then go for it. Let me know the results of your journey. Ask yourselves a question; “Can you get back to why you got in collision repair business in the first place ?
Did I raise any interest ? Did I influence possibly an action? If so, GET TO IT and see how you feel about the possibilities.