In this Quick Tip video from Society of Collision Repair Specialists, Justin Lewis of Accurate Auto Body, Barry Dorn of Dorn's Body & Paint, and Michael Giarrizzo Jr. of DCR Systems reflect on the mentors, experiences, and lessons that shaped their approach to collision repair and customer service.

They discuss the importance of shifting your focus toward safe, proper repairs, continuously improving processes, and making changes one step at a time rather than trying to tackle everything at once. They also share how the evolution of their businesses reinforced the importance of focusing on the team, the process, and most importantly, the customer.

At the heart of the discussion is a simple principle: a customer is more than an assignment. They are someone who has experienced a stressful event, and the shop's job is to help make a difficult experience better.

The video was filmed at the I-CAR Chicago Tech Center.