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REMOVING INSURERS FROM THE REPAIR PROCESS
| 题名： | REMOVING INSURERS FROM THE REPAIR PROCESS |
| 正文语种： | eng |
| 作者： | BARRETT SMITH |
| 作者单位： | AUTO DAMAGE EXPERTS INC. |
| 摘要： | My recommendation is for independent, quality-oriented repairers to treat claims people who visit their facilities as they would their customers' uncles: with respect - but without giving them authority over you and your business. Treat insurer representatives with the same respect you would show other visitors (customers, parts suppliers, tow truck drivers, rental agents, vendors/salespeople, etc.). All visitors are potential customers or potential referral sources and should always be treated as such - even if they become rude and unruly. If they do become difficult, you should tell them that they'll need to conduct themselves properly or otherwise leave your facility. Always involve your true customer and educate them on what he or she needs to both know and understand to make informed decisions, and then when an issue should arise between you and a claim representative, simply seek direction from your customer as to how that person wishes to have you repair the vehicle. One of the biggest problems that plagues the collision repair industry is the lack of knowledge and business acumen of its members. Most collision repairer business owners and managers rely on misinformation supplied by insurer claims people, who will gladly provide the information they wish repairers to know. I've found that many - if not most - claims representatives are unfamiliar with the regulations that govern them and their activities. They merely convey to repairers what they've been instructed to tell them by their superiors ... and do so willingly and without regard. Unfortunately, many repairers willingly accept and employ the misinformation provided to them and thus fail to properly serve and represent their customers' and businesses' best interests. It's quite easy. All one needs to do is to meet one's professional responsibilities and do the right things ... in the right way... for the right reasons. |
| 出版年： | 2022 |
| 期刊名称： | BodyShop business |
| 卷： | 41 |
| 期： | 7 |
| 页码： | 20-23 |
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