To hail and back: Why one CARSTAR is grateful for community support
It was Saturday, July 11 when golf ball-sized hail rained down on Champaign, Illinois. Early the next morning, Tim Tatman, local collision repair owner went to work.
“After a large hail-storm, it is all hands on deck for auto body repairers like myself,” says Tim Tatman, owner, Tatman’s CARSTAR. “I was on the phone with my colleague from Dentsmart early Sunday morning and walked through a plan with my CARSTAR Area Manager of Operations, Ron Zappetillo shortly after.”
Since COVID-19 first hit North America at the end of March, the rate of mobility amongst Americans for both recreation and work have decreased 14-32%, affecting more industries than anticipated. Collision repairers, being one of those businesses, have had to stay positive throughout this downturn and keep an eye out for opportunity where possible.
- Take advantage of the internet: our business is brick and mortar, but incorporating online appointment bookings makes it easier for busy customers on the go to schedule something and stop by at their convenience. Offering online ordering or appointment bookings can go a long way from a customer’s perspective.
- Create priorities and set goals: it is easy to get overwhelmed if you do see an influx of business, but that is not the time to stop. Prioritizing tasks is key to ensure you don’t drop anything in the shuffle. Setting goals and tracking to see if you achieve those goals is also crucial. For us, we track repair time, quality of work, and customer experience, which we work on improving each day.
- Lean on others: whether you are looking for referrals to your business, looking for advice, or looking for support in your day-to-day operations is so key. I have four key people I lean on (two of which are my sons), who manage the day-to-day operations so I can ensure we hit all of our targets.
- Stay open: as hailstorm work passes, we still have a business to run. It is important to stay positive throughout the highs and the lows because you never know when an opportunity will present itself and you must be open and ready to take on the challenge.
For more information on Tatman’s CARSTAR, visit CARSTAR.com