In this conversation, Justin, Barry, and Michael reflect on the mentors, experiences, and lessons that shaped their approach to collision repair and customer service. They discuss the importance of shifting your focus toward safe, proper repairs, continuously improving processes, and making changes one step at a time rather than trying to tackle everything at once. They also share how the evolution of their businesses reinforced the importance of focusing on the team, the process, and most importantly, the customer. At the heart of the discussion is a simple principle: a customer is more than an assignment. They are someone who has experienced a stressful event, and the shop’s job is to help make a difficult experience better. These videos were filmed at the I-CAR Chicago Tech Center. If you found this video helpful, please like, share, and subscribe. To learn more about SCRS or to become a member, visit scrs.com. The Society of Collision Repair Specialists (SCRS) is dedicated to advancing the collision repair industry through education, advocacy, and member resources. SCRS members gain access to valuable training, industry insights, business tools, and networking opportunities designed to help repair facilities stay informed and successful in a rapidly evolving industry. To learn more about SCRS membership and its benefits, visit www.scrs.com.
