Intestinal Fortitude

“Intestinal Fortitude” means to have the “GUTS” to do something difficult and then stick to your decision and not succumb to outside forces trying to dissuade you. “Intestinal Fortitude” as defined by the Oxford Learner’s Dictionaries reads: "noun. (formal or humorous) the courage and determination necessary to do something difficult or unpleasant (used when you want to avoid using the word guts). He did not have the intestinal fortitude to implement the changes.”

With regard to the collision repair industry, it is refreshing to see that more and more shops are showing the true meaning of “Intestinal Fortitude” and are thereby reaping the benefits. These shops are turning a deaf ear to the “it will never work” mantra of the past. They are also refusing to buy into Chicken Little’s cry of “the sky is falling” when things get a little tough. The new mantra of “Breaking free in ‘23” has taken a strong foothold and shows no signs of weakening. Those shops that have decided they are truly independent and that recognize who their true customers are indeed in business to thrive and not just survive!

What sets these shops apart from the rest? They have been paying attention to what is going on all around them regarding other independent businesses. They understand the relationship between themselves and their customers versus the role that insurance policies and insurance companies play in the collision repair process. Shops understand that being well equipped and trained to perform proper and safe repairs have significant costs associated with it. They understand that in order to return a vehicle to an owner, which is safe for them to operate and also to share the roads with other motorists, is a HUGE responsibility and liability. It is not a liability to be taken lightly, especially in the current litigious environment. One bad or incomplete repair can cost not only someone’s life but could potentially put a shop out of business. The shops that have grasped these facts have also learned that to guarantee excellent work and accept the liability for the work they have performed, SOMEONE must pay!

This is where the true essence of “Intestinal Fortitude” meets its test. Currently, these shops are in the minority; however, the number in the minority is growing on a daily basis. One reason for the growth is that there are fewer and fewer shops that can “BULLSHIT” their way through the needed repairs required on today’s vehicles. Shops that could at one time get away with acceptable cosmetic repairs are being held to a much higher standard because of today’s technologically advanced vehicles. ADAS and the need for proper calibrations post-repair are the death knell for any shop not willing to keep up with technology and charge for the repairs needed.

Properly equipped and trained shops are pushing back. They are no longer allowing insurers to skirt their responsibility in the collision repair process. No longer are these shops allowing insurers to avoid the responsibility of paying for safe repairs. How, you may ask once more? Through the practice of blueprinting the repair process, NOT estimating. Through blueprinting, they are researching and documenting the proper repairs required/ recommended (which are one and the same, see Jim Castleman’s legal opinion in the May 2023 issue of New England Automotive Report at grecopublishing.com/near0523legalperspective) to restore a damaged vehicle. They are having upfront conversations with their customers about the insurer’s responsibility, as well as the vehicle owner’s responsibility should their insurer fail to cover the true costs of repair. Additional costs stemming from a refusal by an insurer to pay fairly and reasonably for labor rates and procedures such as pre- and post-scans, as well as the post-repair calibrations must be charged for because they must be performed.

Shops are no longer taking jobs just for the sake of having work in the shop. Shops are prequalifying the vehicle and its owner based on many factors. There have been instances of vehicle owners finding it a challenge to have their vehicle repaired because their insurer is so difficult to deal with. Talk about a reversal of fortune. It used to be the insurer who would tell their insured not to go to a chosen shop because it was difficult to deal with.

Another factor is the vehicle owner’s understanding that there may be, just as with their doctor, a balance due at the end of their repair if the insurer fails to cover the full cost. When it is explained to the vehicle owner that at a minimum it costs twice as much to repair their snowblower or lawnmower and the vehicle owner is still reluctant to pay the difference in cost to repair their high-tech vehicle, many shops are sending that repair down the road. They are sending it down the road to make room for a customer who does understand that quality and safety cost more and that the insurer is the problem in the equation. That decision by the shop is in part the true meaning of “Intestinal Fortitude.”

Sticking to what you believe in, in the face of adversity, because you know you are right and you are not willing to sacrifice your integrity at any cost is at the heart of “Intestinal Fortitude.” Those who have resolved to “Break Free in ‘23” have learned that more and more customers are not only willing to wait a little continued on pg. 42

You’ve got the right tools, staff, technology and procedures to give your customers the best repair possible. The missing piece of the puzzle? Genuine Volkswagen Collision Parts. Contact an authorized dealer today and find your perfect fit.

Mattie Volkswagen

80 William S. Canning Blvd. Fall River, MA 02771

800-678-0914 fax: 508-730-1283

Lia Volkswagen 140 Elm Street

Enfield, CT 06083

860-698-6890 fax: 860-265-7840 www.liavw.com

Volkswagen of Hartford

133 Leibert Road

Hartford, CT 06120

Direct Parts: 860-543-6012 fax: 860-728-4408 email: ebautista@vwofhartford.com

Mastria Volkwagen

1619 New State Highway

Raynham, MA 02767

Toll Free: 888-581-1146

Direct Parts: 508-802-9955 fax: 508-802-9966 email: vwparts@mastria.com www.mastriavw.com

Balise Volkswagen

525 Quaker Ln.

West Warwick, RI 02893

TOLL FREE: 800-992-6220

FAX: 800-254-3544 wparts@baliseauto.com www.BaliseWholesaleParts.com

Quirk Auto Dealers

115 E. Howard St.

Quincy, MA 02169

Toll Free: 877-707-8475

One Call, One Truck for 14 Brands!

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