The people behind I-CAR’s Professional Development Program

I-CAR has done a lousy job of giving recognition to the founders of I-CAR’s newly introduced roll-based training program (Professional Development Program) – here’s who should have received credit for getting this conceptualized and first-executed.

I-CAR’s Professional Development Program was first conceived and executed by CARSTAR as the I-CAR endorsed “CARSTAR Service Training Path” which was introduced during the 2007 CARSTAR Annual Conference.

These are the people who pioneered this program…

• Larry Montanez (I-CAR, now P&L Consulting)
• Jeff Poole (I-CAR)
• Dave Coffee (I-CAR, now Adjunct Professor @ Rochester Institute of Technology)
• Jeff Peevy (I-CAR)
• Daren Fristoe (CARSTAR, now The Fristoe Group)
• Bob Keith (CARSTAR)
• Rick Miller (CARSTAR)
• Larry Siembab (CARSTAR)
• Dick Cross (CARSTAR) the man who listened to my pitch for the program and approved and paid for it all
• Stacy Bartnik (CARSTAR) for approving my time and resources to head the project
• Chris Sheehy (I was with CARSTAR at the time and was a long-time I-CAR volunteer)

Since then a lot of people have given their input into the program and its current version is a fantastic resource, but here’s where it all started and recognition finally paid to the founders…

I-CAR often states they didn’t (don’t) do a great job at recognizing their volunteers – this is a case study for that.

Do you do it online?

Social Media is sweeping the world with its slick interface, smart-phone apps, and with the promises of instant connectivity.  In the context of business; that means connecting you with your customers and prospects.

But is social media really all it’s hyped up to be.  Well – Yes, and No.

Marketing is all about planning and execution; and social media marketing (SMM) is just one part of a through marketing plan.  Twitter nor FaceBook are the end-all of social media marketing, and they shouldn’t be the only methods you use.

In the online world, website presence is still king, but the way we use our websites have changed.  Being listed #1 on Google is no longer the quest; it’s OK to just be listed on the first search-results page now.  Why?  Because social media has changed the online game – it’s not evolutionary, SMM is revolutionary; and it’s changing the way we conduct business, connect with customers and market for new ones!

From a marketing perspective, add to your website and social media channels (Twitter & FaceBook are channels) a strong community presence, paper media (fliers and handouts), coupled with listings on the right online directories, and you’ll be on the start of having a solid marketing campaign.

I imagine that you have heard that search engines now index social media sites, but what does this mean for you?    Well, it means your Google business listing just got company.  Activity on certain social media channels (ACG uses about eleven of them for our clients) could – if formatted correctly – show up on that Google search-results page in addition to your regular business website listing (you have a website right?).  Your online search presence has just been multiplied!

Social Media Marketing is revolutionary; and it’s changing the way we conduct business, connect with customers and market for new ones

Think of the impact that could have on your prospects and customers.  All the good things you’re doing in your community and in business would be there for them to see – without making a single click on your website link – it’s right in front of them.  Consider it the online version of word-of-mouth advertising.

Take a look at this presentation (just click on the picture) to see how to create a social marketing plan in just six-simple-steps.  Want to go further – contact me to discuss how to create a winning strategy specific to your business, your goals, and your community.

Six Steps 2 Social Media Nirvana

If you’re not connecting with your customers and prospects – your competition will.

ACG currently manages social media activities for sixteen businesses, including an east coast auto body association,

mid-west based bodyshop management software company, and a Kansas based website design/hosting co.

SMM is revolutionary; and it’s changing the way we conduct business, connect with customers and market for new ones!

Customer Touchpoints – how do you handle them?

I was taught it takes five to seven customer touchpoints to close a sale.  Recognizing it’s often a leap-of-faith that a prospect grants us the keys to their vehicle; and that the “sale” isn’t made until the car is delivered; cultivating the right customer experience is key to the “close” on the day you’re delivering the goods.

Customer communication (touchpoints) is often the differentiator between the customer feeling they had a good experience, or a GREAT experience.

Did you verify the customers’ expectations?  Was the delivery date communicated to the customer before repairs were started?  Was “the delivery” a choreographed presentation?  Where your words deliberate and engaging?  What did you do after the sale?

Hitting the right touchpoints and engaging with the customer gets you closer to receiving the greatest trophy  – a testimonial.

That’s a glimpse on how we do it – how do you get it done?

Insurance industry setting auto repair standards; I just don’t get it?

An interesting (indeed provocative) reply was posted on FaceBook from John Parese to my friend Bob Skrip after the Collision Industry Conference (CIC) event this week…

“CIC was enlightening. I’m going to suggest the trial lawyers association also consider “partnering” with the insurance industry.

From an outsider’s perspective, I just don’t understand why the insurance industry (which is responsible for assessing risk and indemnifying insureds) would be involved in establishing repair standards. I just don’t get it.”

John – I can’t agree with you more!

I agree with what CIC has accomplished in the past, good stuff – but I don’t support this.

What are your thoughts: who should establish auto body repair standards for vehicles, insurance companies or repairers?

(full permission from Bob and John was granted for this blog post)

Could a consultant help you reach your business goals?

So how would you even begin to know if a consultant could help you reach your business goals? (wow; do I get asked this a lot)

Start by asking yourself these five questions…

1- Is your marketing driving cars to your business?

2- Are your technicians producing the amount of labor they are capable of?

3- Do you deliver the goods “on time” consistently?

4- Is your online presence working for you & are the channels connected?

5- Are you working with your community? (test: one mile radius – who knows you?)

BONUS- Are you Working Smarter – NOT Harder?

If you answered No to any one of these, maybe a consultant could help…

Appeared in…

Over the years I have had the fortune of appearing or being published in many of our industries publications – such as:

• AutobodyPro.com
• Auto Body Association of CT Newsletter
• Auto Body Journal Magazine
• Auto Body Repair News Magazine
• Auto Body Repair News Weblog
• BodyShop Business Magazine (US)
• Bodyshop Magazine (CA)
• BODYSHOP Magazine (UK)
• Beyond Parts
• Casualty Magazine
• Certified Technician Newsletter
• Claims Magazine
• Collision Hub
• Collision Industry Information Assistance (CA)
• Collision-Insight Magazine
• Collision Repair Newsletter
• Damage Report Magazine
• FenderBender Magazine
• I-CAR Advantage Newsletter
• National Underwriter Magazine
• Parts & People Magazine
• Providence Journal Newspaper

Nothing is more gratifying than receiving feedback from a reader (this goes for any writer), so please comment on what you read. Good – bad – influenced – misguided; I’d love to hear from you!

@Autobody411

Are you affiliated with the auto body collision repair industry and use Twitter?

If so, you’re probably always on the look out for Tweeters to connect with – enter @Autobody411

@Autobody411 is a confederacy of Twitters who one way or another; are connected to the auto body collision repair industry – all conveniently located in one place.

@Autobody411 – your directory to the industry.