As we continue to get rave reviews and outstanding CSI scores from our customers I want to acknowledge and thank all of our business partners who work behind the scenes to help us provide you with the best collision repair experience possible.
If you used a basketball team as an analogy, Think of Total Care as the “point guard” of the repair process. Obviously we are responsible for repairing your vehicle but in order to deliver a truly outstanding customer care experience we have to assemble and direct a great team of vendors and suppliers who have the same customer focus that we have. There has to be a coordinated, team effort from multiple people and organizations to ensure a happy customer. The performance of the agent, the insurer, the tow company, the rental agency, the parts suppliers and the paint supplier are crucial to your satisfaction and our success.
When Brian and I were in the “dreaming” stage of starting our business we came up with the name, Total Care, because that is what we are committed to providing to everyone in need of collision repair. And when we do a good job it’s often reflected in on-line reviews, CSI scores and genuinely happy customers. We really appreciate all of the accolades we get but we want you to know that there are a whole bunch of people that you will never meet who are an integral part of our team and your customer care experience. So a special thanks to all of our vendors who work diligently behind the scenes to make it possible for us to deliver Total Care to all of our customers. Like most things in life, there is more than meets the eye when it comes to a quality collision repair experience.
auto body shop,
Total Care Accident Repair is a pretty unique auto body repair shop in Raynham. For six years our team has been studying the Toyota Production System and Lean Manufacturing Principles to aid us in documenting and improving the process of repairing cars in our collision center. We continuously build and measure our processes with a focus on identifying and eliminating waste so our efforts add more value to customers.
As we go through our journey, we meet people inside and outside of our industry who are working on the same things for their own businesses. Recently we hosted a shop tour to members of the executive team from South Shore Hospital. They too are driven to eliminate waste from their system so their customers can have a better experience. Its funny but you wouldn’t necessarily expect hospital executives to tour a collision center in search of ways to improve hospital operations.
(Richard Aubut & Joseph Cahill from South Shore Hospital tour Total Care in Raynham)
But alas, we really are in the same business. Sure, my dented patient is made of steel and plastic versus the human kind, but there are many parallels including; 3rd party insurance pay, deductibles (copayments), Blueprinting (diagnosis of the underlying condition), creating a repair plan (care plan) to get the car (patient) well again, and having specialists from multiple departments work as a team with the goal of returning the car (patient) back to its normal functions as quickly as possible.
Collaboration of this type is exciting. We recognize that we learn when we teach. We also gain from hearing the experiences of others. We must always be looking for ways to get better at what we do, even by looking in unlikely places for answers. Lastly it is important for businesses to work together in the community, especially when our success brings greater value to the community itself. Keep getting better, it feels good.
auto body shop,
When my business partner Brian and I started Total Care Accident Repair in June of 2010, we knew our partnership would succeed because we share the same set of principles and values that guide us in both our personal and professional lives. Over the next several months I would like to share with you how we think about our business, our customers, our employees, our insurance partners, our vendors and even our competitors.
This is my first-ever blog, so bear with me and don’t hesitate to give me your feedback!
One of the most basic principles that we operate on is simply this: The Customer Defines Value.
So what does that mean? For us it means we have to listen closely to what the customer wants, and then offer our experienced opinion and guidance to explain the options with the pros and cons allowing them to move through their decision making process. Each customer has their own personal set of unique circumstances that dictates their buying decision. Our job is to ask the right questions, listen closely to the answers and provide options that fulfill the need. Cost, quality, convenience and time are the usual customer concerns, but everyone still has unique needs.
Our goal is to give every customer a customized repair experience! “One size fits all” will never apply here at Total Care. If your vehicle is your “baby” and you want it to look like the accident never happened, we can certainly do that. If you are on a tight budget and only want a partial repair for the purpose of functionality, we are more than happy to accommodate you. If you are concerned about surcharge points and want to avoid making an insurance claim, we can guide you. And if you just ripped the mirror off the new car backing it out of the garage and need it replaced before your wife finds out, we can help you with that too!
Too often body shops don’t really listen to the voice of the customer. They only want to do the repair “their way”. They are often unwilling, or unable, to comprehend what the customer truly values. When we opened Total Care Accident Repair we did it with a very different operating model that is focused on creating value for every customer on every repair as defined by you….. And thus, we never lose sight of the fact that The Customer Defines Value.
It’s simple. It’s not rocket science. Shouldn’t every business, regardless of the industry, encourage and ultimately let their customers define value? We think so!
auto body shop,
I'm really proud of the feedback that our customers give us after their repair experience. We give each of our customers a brief survey with an opportunity to give comments back to us. The feedback helps us to get better at what we do and its very important to us. But mostly we get words of kindness like this one:
"Total Care Accident Repair is a really great body shop! Everyone was extremely pleasant. They called me back right away to give me an update on my car. I was expecting 2 weeks for it to be at the shop but took a couple of days! I highly recommend this shop to anyone." Marisa D.
Thank you Marisa, and all of our customer who provide words of encouragement!
One of the ways we drive our satisfaction rate high is by keeping our customers informed. We start by giving a Projected Completion Date to our customer on the first day. I can't think of any shops that are able to do this. Then we follow-up with a sequence of calls intended to update the customer so they know we are still on track.
auto body shop,
Having an accident can be scary. Often times, drivers are overwhelmed with so many thoughts that they don’t know what needs to be done. Do you know what to do after a car accident? Here is a helpful list to assist you immediately... and even days after the accident.
1. Take a deep breath and make sure everyone is safe at the scene of the accident. Get appropriate medical care as needed. Nothing is more important than the well-being of the people involved.
2. If possible, move the cars off the road to a safe area and turn on your hazard lights.
3. Notify the authorities (call 911), especially if there is damage to another persons property.
4. Identify any witnesses that may provide a helpful account of the accident for the police.
5. Be polite with the other party, but don't tell anyone the accident was your fault, even if you think it was. Collect the following information:
• Other driver's name & license number
• Registered owner's name from the registration
• Other vehicle information - Color, Make, Model, License plate #, and the damage sustained.
• If Driver and Owner are different, ask how they are related
6. Discuss the details of the accident with the police. You don't have to discuss all the details with the other party.
7. If your car is not safe to be driven then have your car towed. Make sure the lights are working, nothing is rubbing on the tires, and no fluids have leaked from the vehicle. Only drive your vehicle if you know it is safe.
8. If you have a good full-service insurance agency like FBInsure, contact them promptly. Let them know the details of the accident and they will help you to file the claim properly with your insurance company. A good insurance agent will aid in determining if you should avoid filing a claim.
9. Collect some important information from your insurance company including:
• What is the claim number?
• Do I have rental coverage?
• Will my deductible apply and if so, how much is it?
• What does the insurer require prior to getting my car repaired? Will they send one of their appraiser out to see mey car, or do I have to bring it to their Drive In Claim Center, or can I bring it directly to Total Care Accident Repair?
10. Select your Auto Body Repair Shop...Total Care Accident Repair is a great choice! A great repair shop will...
• Coordinate the towing of your car to the shop
• Assist you to get into a car rental right from their shop
• Listen to you and address your specific questions and concerns
• Keep you informed during the repair process
• Provide you with a Projected Completion Date on Day-1
• Provide you with a Lifetime Written Warranty
• Measure their Customer Satisfaction Index and share the results
• Turn a bad situation into a surprisingly pleasant customer experience
Share these tips with friends and family today. It is better to be prepared in case of an accident than to be taken by surprise.
after an accident,
auto body shop