Shop Owner

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Four rules that can help your shop get a better grasp on KPIs
Imagine if repairers suddenly were asked to return to school to take an advanced calculus class. Those with a particular penchant for math would thrive. Most would struggle and need to return first to algebra and trigonometry before taking on the far more sophisticated...
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The unseen concerns surrounding late repairs
Some of the concerns surrounding late repairs are very visible while others are only noticed by a few. We can see the grimaced face of the customer service representative as they are discussing a late repair with a customer. We can hear the reasons for the delayed repair...
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Scale the KPI concept up for larger success
In some previous columns, I shared how a shop owner in Idaho is using a basic set of key performance indicators (KPIs) to improve his two-location collision repair business.
Now I’d like to scale the concept up by introducing (or re-introducing) you to John Gagliano....
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Change your mind to change your results
Several years ago, I read Dr. Stephen Covey's book, The 7 Habits of Highly Effective People, and learned about the concept of mindset and how my mindset affects every area of my life. Mindset affects my relationships, performance, influence with others, cultures,...
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Four ways to incorporate training into your shop
Shop owners know that the biggest factor in the success of their business is their employees. Hiring hard-working, knowledgeable and trustworthy technicians is the first step in establishing and maintaining a thriving business.
However, finding the right talent is becoming...
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What I saw (and didn’t see) at SkillsUSA
Recently I had the privilege of being a judge during the SkillsUSA automotive collision repair competitions in North Carolina and Virginia, and was able to watch some highly talented students display what they had learned in primary and secondary career and technical...
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A call to action to ensure safe vehicles on the road
“My car is trying to kill me!” our customer stated to a service manager. She went on to explain that when she engaged her adaptive cruise control that the vehicle would advance dangerously close to the vehicle in front of it then brake hard. She explained how...
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Help customers decipher insurance policies
As repairers watch new technology advance in the vehicles they repair, it becomes apparent that others who claim to be “interested parties” in the repair process also need to recognize these same advances. Questioning the need to test for potential problems in...
CARSTAR partners with Axalta for the NASCAR Cup Series Race at Watkins Glen International
CARSTAR, North America’s premier network of independently owned collision repair facilities, will make its 2019 debut in the NASCAR Cup Series at Watkins Glen International. This opportunity is thanks to a joint promotion with paint partner Axalta Coating Systems,...
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Let KPIs decide the best business decisions for your shop
Last month, I introduced you to Cory Donenfeld who, along with his brother, owns and operates two Northwest Auto Body locations in Idaho, and I shared how he is using key performance indicators (KPIs) to improve their business.
Here are a few other examples:
Cory said one...
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Workplace happiness leads to motivated staff: Part 2
Last month, I wrote about the importance of establishing a team of happy, hardworking and motivated employees and leaders. HR specialist and consultant Patty McCord, during a TED talk podcast, broke down happiness within a company into eight simple lessons. This month, we...
CARSTAR North America partners with Axalta to accelerate the cure for cystic fibrosis
CARSTAR, North America’s premier network of independently owned and operated collision repair facilities, will make its 2019 debut in the NASCAR Cup Series at Watkins Glen International through a joint promotion with paint partner Axalta Coating Systems.
 
The...
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How to be more efficient in your shop
Yes, efficiency is a big industry buzzword, but it’s for a good reason. 
From saving money to making more of it, the more efficient your painters are, the better the shop performs. Using a painter’s perspective can help you make the changes you need (...
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The story behind touch and cycle times
Steady production is what makes a collision center successful. When I am called into a shop to help with production, the first thing I look at is the shop’s touch and cycle times. While shop managers know that touch time is a metric they need to hit, getting there is...
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Focus on three improvements for your shop
For most everyone in business there is far too much to do and too much information to reasonably digest. Both suppliers and shops generate and receive an overwhelming amount of information daily. There is always the latest innovation, critical concern or alarming piece of...
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