Selling to the Collision Customer

There are a lot of discussions on various blogs about estimating, practices used and the tools we should be using to create a complete damage appraisal.  It all gets a little mind-boggling reading all the theories and mindsets surrounding whether you should write an estimate or “grab the keys” and convince the customer you need to accomplish a “blueprint” to find the true cost.  I agree that the most effective way to determine the damage on a vehicle is to tear the vehicle down until you find the last damaged part and write a complete damage appraisal, but are collision customers ready for that process.  We are at a time where a change needs to be made in how we talk to collision customers; it needs to be an education process to help them make the decision to leave the vehicle with the shop without an estimate.  With today’s vehicle design an estimate does not do either the shop or the customer justice in regards to determining what is required to repair the vehicle.  The vehicles are too complex, exterior body panels are designed to absorb energy and at times spring back after impact hiding expensive sub-structure damage.  To learn more about communicating with the collision customer I offer “Selling to the Collision Customer” as part of my lunch and learn series.  Contact me for scheduling information and other classes in the series.