Current Issue

Kimberly Pope, founder of The Pope Institute, gives six tips for phone etiquette.

Building Business with People

March 29, 2019

For almost 100 years, Arnold Motor Supply has combined superior service with a personal touch.

Four Phases of a Long-Term Marketing Plan

4 Phases of a Long-Term Marketing Plan

March 1, 2019

American Auto Body went from a '90s marketing platform to a modern-day advertising approach to gain new business. Here's how the shop built its 10-year marketing plan.

How to Build Dealership Relationships

January 2, 2019

Anna Zeck

Armed with his dad’s guidance and dealership knowledge, Zack Newman had a very specific plan in mind from the start: eschew DRPs and cater to those two dealerships, all with the goal of having them send repair work his way. And, five years later, with a $1.8 million, eight-employee, 5,000-square-foot shop, that’s exactly how he did it.

5 Steps for Identifying Your Ideal Customer

November 27, 2018

In order to identify your shop’s target demographic and ultimately form an ideal customer profile, it begins with taking an internal look at the shop. Here are five steps to identify your optimal customer.

Preventing Liability Through a Loaner Fleet Contract

November 5, 2018

In order to save the shop from a lawsuit and losing valuable revenue, shop owner Louie Sharp honed a loaner fleet contract. Here's how he did it.

Connect with Customers

November 5, 2018

Anna Zeck

Four ways for maintaining excellent customer communication throughout the repair process

The Real Return

October 24, 2018

Travis Bean

A focus on technology has improved 3D Auto Body’s culture and marketing

How to Form a PPC Campaign

October 15, 2018

A shop owner in North Carolina saw a need to gain more online customer traffic and spread the word of his business. Here’s how he competed with a digital marketing campaign.

The Benefits of Creating a Call Center

October 1, 2018

Part of what has allowed Ryan Cropper to take his shop to the next level has been establishing a very controlled environment in which calls, especially new calls, can go.

Snap Shop: Campus Body Salon

August 27, 2018

Take a virtual tour of Campus Body Salon, a shop that became heavily customer-focused after moving away from DRPs.

BASF: How to Implement a Customer-First Strategy

August 8, 2018

Troy Neuerburg, BASF's new director of refinish sales, shares his tips for shop owners to implement a customer-first strategy.

Snap Shop: Auto Body on the Run

August 3, 2018

Take a virtual tour of Auto Body on the Run, which has invested nearly $50,000 to keep up to date on new collision repair technology.

5 Ways to Stand Apart from the Competition

July 17, 2018

Rick Sacha was nominated for the 2015 FenderBender Awards for his expertise in customer service and community involvement. Here are his tips for standing out from the competition.

Learning to Step Back

June 27, 2018

Barry Stephens spends his days taking a step back from the day-to-day management while still remaining abreast of changes in the industry—all done by not letting doubters in the industry get him down.

Tips for Hiring Front Office Employees

June 25, 2018

Experience in the field isn’t always necessary, especially for front office and customer-facing jobs. Find out what’s important to you in someone that’s working with your customers and find ways to identify those skills in interviews

4 Ways to Stay Top-of-Mind with Customers

June 15, 2018

How to stay at the forefront of a customer’s mind—even after the damage has been repaired.

Snap Shop: Ted’s Body Shop

June 7, 2018

Take a virtual tour of the eye-popping shop extremely involved in its community, Ted’s Body Shop.

Managing through Change

May 11, 2018

David Williams volunteer experience and passion for caring helped him turn unexpected changes into a profit—here’s how.

Customer Service Lessons from Outside Experts

Underpromise Your Service and Overdeliver

April 18, 2018

An expert from Southwest Airlines—renowned for its drive to satisfy customers—spoke with FenderBender on how to make customer service a high standard in your shop.

How to Build an Engaging Newsletter

April 16, 2018

To help your shop retain its current customers and obtain future referrals, here are a few tips for building a customer-focused newsletter that’s sure to keep you remembered.

Investing in the Local Youth

April 4, 2018

Killing two birds with one stone, Tyler Rook is recruiting kids from the local tech high school to aid in the tech shortage, but also stay involved with his community.

How to Educate Customers on Supplements

February 22, 2018

Keeping your customers informed prevents supplements from ruining their experience.

Improving Communication with Staff and Customers

February 16, 2018

Mike Kapis offers his advice on ways to better lead a team and keep customers happy with effective communication.

Educating Customers on OEM Certifications

February 12, 2018