President’s Message
OUT WITH THE OLD...
A
Although we’re only two weeks into 2021 as I write this message, a lot has already happened to our nation – and to our industry here in Texas. As America continues to grapple with COVID-19 and political unrest, more than a few of our members are currently dealing with real snowfall hitting their areas. It’s getting to a point where nothing is surprising anymore. Through it all, I hope everyone reading this stays as safe, healthy and prosperous as possible as this year rolls on. This month, I’d like to devote my President’s Message to the importance of considering new directions in business. I’m not talking about making a typical New Year’s resolution that doesn’t stick; I’m referring to adapting new philosophies in your day-to-day operations that can result in real and lasting change. There are only so many hours in the day, and it’s very easy for all of us to get stuck in our ways as we push against the clock. However, every one of us could benefit from taking a step back and seeing how we can do things differently to help our businesses grow and survive.
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When I became a shop owner years Burl Richards ago, my goal was to be the best. At first, I ABAT President thought that meant having a business model that revolved around getting as many vehicles through the door as I could. While bringing in new jobs is obviously still very important, I realized over time that my true business plan was to serve as a consumer advocate. After a few years, it wasn’t just about repairing vehicles for me; it was also about communicating with consumers and standing up for them when their insurers attempted to under-indemnify them and/or pursue repair methods that did not adhere to manufacturer specifications. Along the way, I began pursuing OEM certifications as a way to better ensure that my technicians always had the skills, equipment and training necessary to perform OEM-required/recommended procedures. As of this writing, my business has more than a dozen certifications. By raising our bar high enough, we’ve been able to align ourselves with various automakers who are as committed to vehicle occupant safety as we are. This has helped us better fulfill our role as advocates for the consumer – not the insurer. Ultimately, the direction I went in as a shop owner is simple: If I – as a consumer advocate and not just as a repairer – am going to partner with anyone, it’s going to be with the entities that designed the vehicles and know how they should be repaired. I decided to apply a new direction – a philosophy away from the common practice of becoming a referral shop – to attract and support new customers, and that decision has carried my business ever since. This message isn’t about DRP versus non-DRP; it’s about exploring new ways to become more successful at what you do. My “new way” was pursuing certifications and putting the consumer first, but your new direction might be switching up the SOPs in your front office. It doesn’t matter what it is as long as it comes from taking a fresh look at your situation and seeing what could be changed for the better. The only thing that should never change at any shop is its commitment to one party – the consumer – above all. That’s true of all facilities out there – independents and DRPs alike. With so many challenges facing us these days, we all could use some fresh perspectives. ABAT would love to hear about any new processes or directions you’re considering on your shop floors or in your offices. If you have recently done something new and exciting that’s helped your business, we encourage you to share your stories and successes with us. We are a community, and we all learn from each other. That’s what this association is all about. TXA
To learn more! 4 FEBRUARY 2021 Texas Automotive
burl@burlscollision.com
