ST. PAUL, MINN., Feb. 26, 2015—Though collision repair is in his shop’s name, owner Jody Gatchell says he’s more in the business of improving customers’ lives than repairing their vehicles. The owner of A&J Collision Repair in Conway, Ark., will share how to create an experience that will win and retain customers at the FenderBender Management Conference in May.
His session, “Win Customers for Life,” will cover how to develop a customer-first culture that considers both vehicle owners and insurers. He’ll show how to improve customer communication, implement steps to impress customers throughout the repair process, and maintain lasting relationships. Gatchell’s customer-centric mentality, which he has instilled in his staff, has resulted in outstanding customer feedback and loyalty—and strong partnerships with top insurers. Scour online reviews for his shop and you’ll be hard-pressed to find anything under five stars.
“You can do the best work in your area, but if you don’t have great customer service, it won’t make a difference,” Gatchell says. “To have a customer for life, you have to show them how valued they are; treat them like you want them to come back.”
Gatchell, a past president of the Arkansas Collision Repair Association and a member of the FenderBender editorial advisory board, launched A&J Collision Repair in 1997 and has since grown it into a community stalwart. He is highly regarded by his peers for his commitment to serving people in need and advancing the collision repair industry.
The FenderBender Management Conference, scheduled from May 18–20 in Philadelphia, will include educational sessions, engaging workshops, panel discussions, and networking opportunities, all aimed at helping shop owners and managers make money, save money and work smarter.
For more information and to take advantage of early bird registration rates that could save you up to $500, go to fenderbenderconference.com.
