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Bob Mickey Collision, Lynch Collision grow through customer service

Monday, October 1, 2012 - 09:58
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It seems like every day is a five-star day at Iowa's Bob Mickey and Lynch collision centers as both of the Thompson family's shops consistently garner stellar customer reviews on Internet consumer-ratings pages.

Although such sites typically attract more flaming complaints than enlightening praise, Jim Thompson and his son Trent Thompson net online comments like, "Amazing," "Wonderful experience," "Very satisfied – highly recommended," "One of the best experiences I've ever had with anything and anywhere," and "They were fast, professional and reliable."

"The business has grown on the foundation of customer service and quality work – it drives our reputation," Trent Thompson, the operations manager, says. "The cleanliness and décor of the shops make customers comfortable leaving their car in our care. But what really brings people back is the service they receive throughout the process and the quality work that all of our employees can produce.

"Customer expectations are constantly increasing, and we are relentless in meeting their expectations," Trent Thompson says. "Our company's greatest assets are the people who work here. When you hire good people, good things happen."

Presenting a pleasant atmosphere for the staff of 25 inspires longevity, according to owner Jim Thompson, noting that most of the workers have been on board for more than a decade with some having logged 20 years at the company.

At a glance

Word-of-mouth steers a lot of business through the drive-through "cool in the summer – warm in the winter" estimating bays at both locations, plus the father-son duo has a strong belief in the power of aggressive marketing.

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