“Both locations are in the center of small-town America,” says Joseph Enneking, who owns the family business with his wife Karen. “We thrive in a small, rural community by focusing on satisfied customers.”
Although just 5 percent of the clientele makes the trek from Indy or the Queen City, 40 percent of the customers fall into the “professional” category because of the company’s proximity to busy corporate enterprises and comfortable country homes. The region’s accompanying agricultural atmosphere brings full-service variety to a marketing mix that goes beyond typical collision repairs.
Ranging from reapers to Mercedes, “there are times that we find ourselves working on anything from farm tractors to semi-trailers,” he reports, noting that mechanical expertise and the ability to conduct full restorations for vintage vehicles aligns with a highly centered commitment to excellence on all counts.
Most of the surrounding competition consists of “one- or two-man shops that don’t have DRPs,” according to Enneking. Direct repair program affiliations amount to about 35 percent of the $3.1 million in annual sales.
Insurers appreciate the ongoing pursuit of gold-level certifications that include official adherence to the latest OEM standards, such as aluminum body work, plus delivering top craftsmanship and pleased policyholders.
| Enneking Auto Body Inc. and Enneking Auto Body of Greensburg Inc |
| Name of shops |
| Batesville, Ind. |
| Headquarters location |
| Joseph and Karen Enneking |
| Owners |
| 2 |
| Number of shops |
| 60 |
| Years in business |
| 22 |
| Number of employees |
| Greensburg: 9; Batesville: 7 |
| Number of DRPs |
| 6.9 days |
| Average cycle time |
| $2,550 |
| Average repair ticket |
| 42 |
| Average vehicles per week |
| Greensburg: $32,500; Batesville: $26,000 |
| Average weekly volume |
| 26,000 |
| Square footage of shops |
| $3.1 million |
| Annual gross revenue |
| PPG |
| Paint supplier |
| Car-O-Liner, Velocity Chief |
| Frame machines used |
| CCC One |
| Estimating system used |
| www.nodentsnodings.com; www.ennekingautobody.com |
| web sites |
“We always strive to make each repair as convenient and quick as possible for every party involved,” he points out. “With that being said, the vehicle owner is who we work for. We attempt to do everything to make sure their vehicles are repaired safely, which is No. 1 in our eyes.”
Receiving adequate payments for services rendered remains an issue, and friction can occur with carriers that are overly concerned with cutting costs at the ultimate expense of the customer. “The current dynamics between body shops and insurance companies is becoming more strained, which is evidenced by the increase in lawsuits reported in the news,” says Enneking.
“We maintain good relationships with those companies that we believe keep their customers’ needs and safety in front of their profit lines. We never ask for something that isn’t necessary and we will never release a vehicle that we believe isn’t repaired, as close as possible, back to its pre-accident condition,” he says.
“We believe communication is key to maintaining these relationships,” Enneking continues. “An initial teardown of each vehicle to ensure all damage is seen and accounted for upfront really helps alleviate supplements and additional work down the road. We currently operate lean procedures through vehicle blueprinting to increase efficiency and ensure quality and safety for our customers. The shop managers have been PPG Greenbelt certified, and in 2012 both shops shut down in order to participate in PPG Whitebelt training for the entire staff.”
Enneking credits PPG’s Brett Bialowas for being “instrumental and inspirational” in developing and refining an assortment of lean techniques.
Backbone of the business
“All of our insureds in Indiana have the right to pick OEM parts for six years, so we don’t have much of a problem with aftermarket parts. With our parts law in Indiana, that really takes the fight away compared to what’s going on in the industry in other states,” says Enneking.
Still, though, “many customers will authorize those aftermarket parts, but we don’t like them. Using OEM parts not only improves cycle time by reducing unnecessary procedures, such as fit tests and adjustments, but it also removes the safety concerns on airbag deployment,” he contends, adding that salvage parts can be equally problematic.
“We have hired The Phoenix Group to monitor our customers’ experiences,” Enneking reports. “Through their help we have begun focusing on improving communication through email, AutoWatch, Facebook and consistent phone follow-ups,” he elaborates. “We are working to establish procedures to better understand the customer’s experience pre-repair and then examining their experiences post-repair to ensure all expectations are met. We also want to provide peace of mind to our customers through our OEM certifications and employee training.”
Continuing education incentives to obtain ever-increasing skill levels is critical to achieving the company’s goals of continuity among the staff and consistent customer service. Instruction, conducted both in-house and at industry seminars, is provided by vendors, OEMs, I-CAR and more – augmented by 20 Group participation to stay on top of the latest industry innovations while ensuring a competent and content workforce. “Employees are the backbone of the business. Without a strong support system, the business would crumble.”
Recruitment, retention and results are a localized in-house endeavor, especially when the rural environment of the two shops is compared to the bright lights and temptations of big city life. Prime candidates tend to be young men who enjoy tinkering with farm equipment, cars or motorcycles while expressing an eagerness to settle down close to home as they embark upon a stable, rewarding career.
“We very much train our own. We go after guys with a mechanical aptitude, but the work ethic is what we’re really after. We haven’t had good luck in hiring established technicians; they seem to come with too much baggage,” Enneking asserts.
“A lot of times we recruit through our employees. They already know what body work is all about and they know guys who will make a good fit.”
Now entering the third generation, family members have proven to be a welcome source of valued employees. ABRN was particularly impressed with the professionalism of Nicole Shields, incorrectly assuming that she was an outside public relations specialist as she coordinated with much aplomb the company’s participation in this Shop Profile.
“She’s one of my kids!” exclaims Enneking with not-so-subtle pride. Along with his wife Karen, another daughter, a son and a nephew are also on duty at the company. “Working with family has been a great experience overall. At the present time we are beginning to work on a succession plan for my retirement.” He chuckles when questioned about keeping work issues at bay during holiday dinners: “There have been some lively discussions at times.”
Dad’s drive and passion
“I’ve done this since I was 14 years old and never wanted to do anything else,” Enneking recalls, pausing to reveal that, yes, at one time he did aspire to take to the skies as a jet pilot. Keeping his feet on the ground, and realizing that “I don’t care for big cities and all the hubbub,” he carried on with his father’s calling while passing it forward to yet another generation. “We’d drag the kids along while my brother and I attended the industry classes, so they’ve been at it all their lives.”
Enneking’s brother Andy has since steered away from collision repair to become a “gentleman rancher,” satisfying a lifelong desire to pursue animal-oriented outdoor activities.
Originally based in Oldenburg, Ind., the company was founded in the 1950s by their late father Stan, who learned about repairing vehicles while reviving battle-battered Jeeps during World War II. “Without growing up witnessing his drive and passion for the industry, I don’t know where I would be right now,” says Enneking.
“Myself and my six siblings all worked at the shop at one point or another, mostly to wash vehicles or sweep the floors. However, my brother Andy and I took a deeper interest. During high school I participated in technical vocational programs. After graduation I became a full-time technician and painter. At that time you painted the vehicle that you repaired – it wasn’t a separate position.”
As the years went by, Stan retired and the business evolved into two locations. Upgrades and expansions have been steadily implemented along the way. CARSTAR founder Lirel Holt was hired in the 1990s to assist in designing the interior layout of a new building in Batesville. The Greensburg operation, acquired from a competitor in 2003, was moved in 2007 to a more suitable structure that had once served as a motorcycle repair shop.
“Both experiences required more time and effort than I could have imagined,” Enneking recounts. “In the end, I believe we developed two great facilities that aid in maintaining our good reputation,” he observes, citing the value of education and company’s commitment to meeting and exceeding the needs of the customer. “Their word of mouth has always been our primary means of marketing and growth.”
He concludes by emphasizing that “our mission at Enneking Auto Body is to deliver high quality, cost-effective repairs while remaining true and fair to our employees, clients, partners and vendors. We let our workmanship speak for itself by always returning customer vehicles back in their pre-accident condition.”
Subscribe to ABRN and receive articles like this every month…absolutely free. Click here
