Keeping customers satisfied in today's collision repair industry

    March 25, 2025
    Learn how one shop owner is navigating rapid changes. Being able to rely on a network of other experts, including at ABRA, is just one of many resources available to her.
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    The collision repair industry is constantly evolving, driven by new technology, customer service strategies, and the need for a skilled workforce. In this video, Laura Kottschade, owner of Jerry’s ABRA in Mankato, Minnesota, discusses her methods of navigating these changes and overcoming common challenges in auto body shops.

    From supply chain issues to increasing customer expectations, repair shops must think outside the box to provide effective solutions. Kottschade talks about enhancing customer satisfaction, particularly in a post-pandemic world where patience is often limited. Transparency, timely communication, and empathy play a key role in building trust with customers, especially young drivers experiencing their first accident.

    Watch the full video to hear Kottschade’s firsthand experiences and practical strategies for navigating industry trends while maintaining a high level of service.

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