Shop Profile - Collision Repair

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Happy customers are a familiar outcome at Chicago family’s shop

Wednesday, September 14, 2016 - 07:00
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Hands-on learning
Prior to becoming involved with the auto repair industry Stan had been working as general manager at two McDonald’s restaurant franchises when a new family-induced career opportunity came calling, resulting in a position with Collision Revision, a chain consisting of a dozen Chicagoland body shops operated by the father-son team of Roger and R.J. D’Orazio.

“Our brother, Richard Craven, had been working at Collision Revision for about 15 years, and he brought Stan in,” Bambi recounts. Stan embraced I-CAR classes and on-the-job training in the pursuit of excellence. “It was a lot of hands-on — that’s how he learned.”

His knowledge and troubleshooting ability propelled him into the company’s general manager slot. “If they had a problem shop they would send him to that shop to fix it; they kept moving him around,” says Bambi.

“Roger and R.J. D’Orazio have been there to help lead me into the right direction,” says Stan. “The D’Orazio family has gone up and beyond to help me succeed in the business and in life in general.”

Stan Craven and Bambi Libersher Lobby Interior shop view

When the D’Orazio family offered Stan the chance to purchase a shop of his own, he assumed the helm of Cal’s Collision when the previous proprietor retired, renaming it Supreme Auto Body until signing on with CARSTAR.

“Some of our technicians have been at this location for about 20 years,” Stan says. These veterans of Cal’s essentially came along with the sale to Stan. “It was up to us to decide whether to keep them or not,” and the obvious decision was in the affirmative.

“We have maintained a team of honest trustworthy employees to guarantee that our customers’ vehicles are handled with care,” says Stan, noting that in addition to his sister Bambi the team includes their cousin Paula and nephew Gavin.

“I came in to help out Stan by answering the phone,” says Bambi, “and didn’t think I’d end up running the place.” She still commutes 50 miles each way to 38th Street — a trip that can take up to two hours in Chicagoland’s congested traffic.

Bambi’s journey into a shop management role has her striving to learn as much as she can about the technical side of collision repair. “I’ll sit and watch training videos,” she says. “I’ll actually go home at night and educate myself.”

Ensuring that five-star customer service is delivered is a crucial aspect of Bambi’s dedication to the business, especially when Spanish-speaking patrons have questions or concerns about their insurance coverage and what it entails.

Bambi will join the customer on a speaker phone in her office to assist in resolving any misunderstandings, including “educating them in a polite manner” if the insurance policy details are not to the customer’s anticipated outcome.

In dealing with insurers, “We go strictly by what they want us to do,” she says, stressing that the shop routinely applies significant efforts toward guaranteeing that their customers come away highly satisfied with the transaction. “We make sure they get their rental cars. We’ll take them to get the rental or we’ll deliver the rental to them.”

“We’re a family owned and operated shop that will go the extra mile to make sure our customers will have a smooth-as-possible repair process,” says Stan. “We are a company that cares about the quality of our repairs to ensure a happy customer.”

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