Build a Customer-Focused Repair Process

Dec. 18, 2017

FenderBender Award winner Kyle Wharff details why he’s leading the CARSTAR network with his customer service KPIs

2016 FenderBender Award Winner Kyle Wharff, owner of Ace Sullins CARSTAR, boasts industry-leading customer service numbers. His shop owns a 100 percent Net Promoter Score, 97 percent of customers come from repeat customers or referrals, 100 percent of customers report felt they were kept informed and received their vehicles on time, and there have been zero comebacks in 2016. And because Ace Sullins owned the top performing CSI scores at CARSTAR so many years in a row, Wharff was awarded the Esurance Lifetime Achievement Award. He details his customer-focused repair process and what sets him apart from other shops.

Subscribe to FenderBender’s CollisionCast on your platform of choice:

Sponsored Recommendations

Best Body Shop and the 360-Degree-Concept

Spanesi ‘360-Degree-Concept’ Enables Kansas Body Shop to Complete High-Quality Repairs

How Fender Bender Operator of the Year, Morrow Collision Center, Achieves Their Spot-On Measurements

Learn how Fender Bender Operator of the Year, Morrison Collision Center, equipped their new collision facility with “sleek and modern” equipment and tools from Spanesi Americas...

ADAS Applications: What They Are & What They Do

Learn how ADAS utilizes sensors such as radar, sonar, lidar and cameras to perceive the world around the vehicle, and either provide critical information to the driver or take...

Banking on Bigger Profits with a Heavy-Duty Truck Paint Booth

The addition of a heavy-duty paint booth for oversized trucks & vehicles can open the door to new or expanded service opportunities.