“Slow is smooth, and smooth is fast.”
It’s a saying every employee at Winner Automotive Group in Wilmington, Delaware, has gotten very accustomed to hearing from Body Shop Director Jon Sommers. And it’s the main reason, says Sommers, that an in-process checklist is so valuable to a collision business.
“By taking your time and doing things right the first time — ensuring every step is done correctly before the vehicle moves to the next phase — you're saving time in the long run, and not running the risk of losing a bunch of cycle time. The financial aspect, the spared rework frustration…there’s a lot of good reasons to have this checklist.”
One of the other big benefits, he says, is that putting every step down on paper eliminates the need for techs to keep a running checklist in their head as they work; it literally takes a load off their minds.
“Our team has said it alleviates that middle of the night, wake up in a panic, ‘Oh, man, did I tighten that bolt? Did I charge the A/C?’ That kind of thing. It's definitely beneficial, not just from the business standpoint, but for your team, too.”
There's no one-size-fits-all version of this, either, says Sommers, also the FenderBender Award winner for 2025. The best checklist for you is the one tailored to your process.
The Problem
In much the same way that an inaccurate measurement early on can throw off an entire construction project, an error at any point in the repair process can do the same.
“The goal is to catch things through the process, so you’re not getting all the way to the end of the repair and catching this stuff on your done row. If we can nip a lot of these things before sending it to the next phase, you don't wind up having to backtrack at the end.”
Take a simple step like tightening down a battery terminal, for example.
“It’s something people think they’ll never forget, but it happens rather frequently, actually, because the battery may get disconnected at so many different stages of the repair.”
“It's a silly thing to have to tow a vehicle back to your shop just to get out your 10 millimeter and tighten down that battery cable and send it back on its way. Obviously, that affects your CSI score. At the very least, the customer is annoyed. God forbid it's winter and sub-zero degree weather…then it could actually be a safety issue, too.”
That’s just one example of many, he says, that demonstrates how important it is to have a checklist.
“You can really, really shoot yourself in the foot if you don't take the time to do a lot of these steps.”
The Challenge
The challenge here, says Sommers, is twofold: creating and implementing the list is one; maintaining buy-in and adherence from your team is another.
“I’ll be honest — having the checklist is great, but it can be a real headache sometimes.”
People forget to sign it, or they skim it without giving it much thought.
And following the checklist to a T in a time-sensitive industry can be tricky. You want to get the car back to the customer as quickly as possible, but not at the expense of adherence to a proper check-off system.
“We’re supposed to be checking these things off throughout the process, not at the very end. I tell my writers not to call the customer if the sheet hasn’t been signed off on properly. And it’s hard to hold that line. You want to keep your cycle times down, so it’s easy sometimes to think, ‘I’ll see so and so tomorrow and just get him to sign off on it then.’ But that’s not the way we want to operate. I want it done correctly throughout the process.”
The Solution
When Sommers first started creating the shop’s checklist, he did it by breaking the repair process into different phases, guided by where customers are updated along the way — after check-in and pre-scan, after blueprinting, in the body process, refinish, reassembly, detail, and so on.
A list for each phase works as a stopping point, a safety net, to make sure that before we move on, I've set the next phase up for success. Jon Sommers, body shop director, Winner Automotive Group
“I was able to take that and say, ‘I want to make a list for each phase to try to work as a stopping point, a safety net, if you will, to make sure that before we move on, I've set the next phase up for success.’”
He also reviewed the files on cars that had previously failed final QC, to identify why and how it happened, and integrate a step on the checklist accordingly.
Having been a tech himself for 22 years was certainly an advantage, he admits.
“To be able to jump in and immerse myself in our process, that gave me a lot more insight than somebody who’s never done the job before,” he says. “I can see where it needs to be tweaked, find the flaws.”
But anyone — regardless of whether they’ve ever worked the shop floor — can build a successful checklist by enlisting the help their team.
“Lean on your team; that's what they’re there for. And, if you get their input as you're creating this, you're automatically building a level of buy-in from the start.”
A word of caution, though — if you’re someone who tends to overanalyze, as Sommers says he does, the task can prove daunting, and it can be easy to get caught up in the details to the detriment of the bigger picture.
His advice? Try hard not to overthink it and start small — create an outline, adding one or two things at a time until you feel like you've got everything. It won’t be perfect out of the gate, but it doesn’t need to be. This is a living document that you will continually change and tweak over time.
“It looks like a mountain, looking at it from the bottom. But if you jump in and you start climbing, before you know it, you have a solid list.”
I talk about setting the next guy up for success and not hurting their wallet or not hurting their time, because time is money. Jon Sommers, body shop director, Winner Automotive Group
The Aftermath
When it comes to maintaining the list and achieving team buy-in, Sommers has had success keeping the value proposition at the forefront of everyone’s minds — reminding everyone that time is money, and this checklist maximizes both.
“In team meetings, I talk about setting the next guy up for success, and not hurting their wallet or not hurting their time, because time is money — that seems to resonate with everyone.”
The way you talk to your team about the implementation of this kind of list matters greatly, too. Without your buy-in, you can’t expect theirs.
“Don’t say something like, ‘I’m sorry you have to do this or that.’ Don’t frame it that way. You’ve got to show them why it matters. It shows your buy-in, and it sets the tone for the whole facility.”
The Takeaway
When an in-process checklist is utilized correctly, it makes life easier, and the repair flow smoother, says Sommers. It also facilitates communication within your team. That’s not only good for business—saving money, time, and resources — it results in a happier workforce and an excellent customer experience.
“If you're using it correctly, it's going to increase your efficiency. It's going to decrease the rework. It's going to decrease your comebacks.”