Current Issue

Personalize the customer experience at your shop and become more relationship focused.

Charging for ADAS Services

July 9, 2021

Paul Hodowanic

With safety as a top customer priority, billing for ADAS calibration is often well received.

The Future is Collaborative

June 1, 2021

To better serve the industry and handle ADAS and new tech, industry partnerships and certifications are key.

Empathy: The Secret to Stellar Customer Service

February 19, 2021

Maraya King

One Comment

Meeting customers where they’re at makes it more likely that they’ll come back.

How to Increase Your Capture Rate

February 15, 2021

Maraya King

Customers walk into your shop for a reason—here’s how to make sure they leave with an appointment.

Menefee: How Should Insurance Companies Pay for Rental Cars?

January 7, 2021

Tiffany Menefee

2 Comments

FenderBender editorial board member and shop owner Tiffany Menefee says she's seen a shift in how at least one insurance company is opting to pay for rental vehicles, and she wonders if more will follow suit.

CarMD

Why Pay for Scanning When You Can Collect?

January 5, 2021

CarMD offers a comprehensive pre- and post-repair scanning solution for higher AROs and more profit

Synchrony Car Care

Customer Connection is Key

October 1, 2020

Short-term Service Makes Building A Long-Term Relationship More Profitable

SATA

Detroit Speed

July 1, 2020

Step inside one of the most advanced paint and custom shops in America

CARSTAR

Why is Customer Service Important to your Business?

February 28, 2020

Customers will remember the experience much more than the car care

Taking Your Website to the Next Level

February 1, 2020

A customer-friendly website begins with keeping the customer engaged on the page.

CARSTAR

Six Tips to Win More Insurance Business

January 31, 2020

Insurers want to work with you, not against you—here’s how to make it as simple as possible.

Customer Consistency

November 15, 2019

Cross-training employees leads to any employee being able to step in and address the customer’s needs.

Three Tips to Deal with Declined Service

September 25, 2019

A safety-focused approach can lead to fewer declined repairs by a shop’s customers.

How I Work: Daniel Johnson

August 1, 2019

Daniel Johnson, owner of Cline Collision Repair LLC, focuses on the big picture both financially and personally in his body shop.

Building a Trustworthy Brand

July 1, 2019

If you want your brand to resonate with customers, it’s important to send a message that makes you sound human and compassionate.

Effortlessly Stay in Touch with Customers

A Point of Customer Contact

June 1, 2019

One collision repair shop in Idaho has learned that, despite its long history and loyal customer-base, it needs to stay on top of trends for newer generations and learn to communicate with newer customers.

3 Tips to Evaluate Your Business Promises

May 1, 2019

A marketing expert shares his tips for a small shop operator to evaluate business advertising practices and prevent false promises.

CARSTAR

Why You Should Give Back to Your Community

April 25, 2019

Participating in charitable community events fosters community, builds relationships and can lead to clients.

Perfecting a Phone Call

April 1, 2019

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

Arnold Motor Supply

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