Jennifer Burtis, whose customer service has helped her Arkansas shop win awards, notes key traits of great customer service reps.

As automaker recalls continue at a rampant pace, collision centers bridge the gap between OEM issues and customer service.

Findings from the 2016 FenderBender KPI Survey suggest that staff size might not have as large of an impact on cycle time as one might assume.

Larry Baker, owner of Baker Collision Express and executive facilitator for an Axalta Coating Systems' 20 Group, uses his knowledge on shop management to run his three-shop operation and to teach others.

Focusing on touch time took Kevin Lockhart’s shop from in the red to insanely profitable.

A nearly 60-year-old facility in Minnesota embraces its area’s passion for the outdoors.

A former longtime estimating team manager provides insight on how shop owners can improve their relationship with insurers.

Marian Rodriguez details her busy day on the road promoting her shop

John Terrizzi Jr. relied on refined strategic processes to withstand an initial lack of capital in the Philadelphia area

Ryan Marrinan, a technician at Fairway Collision, runs through his daily rountine and offers advice on how to stay organized.