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Express Autobody's Business philosophy
Express Autobody is not going to be just another body shop; it's going
to stand out from the crowd. The primary paradigm that will distance us
from our competition is our commitment to provide each and every one of
our customers a remarkable, positive repair experience. The elements to
providing this experience are as follows:
Professionalism
Every facet of Express Autobody will shout
professionalism. The facility will be clean and modern. All employees
will wear uniforms and look like the professionals they are. And most
importantly there will be a constant awareness of the importance of
visual impressions. There will be no posters of scantily clad women or
anything else that may be considered offensive displayed anywhere in
this facility. Sloppiness and indifference will not be
tolerated. Express Autobody will exude the professionalism people look
for when they trust a facility to repair their vehicle.
Respect
Everyone at Express Autobody will respect our customers, and
in doing so will create an environment that will allow our customers to
respect us. This respect goes beyond calling our customers Mr. or Mrs.
and saying "Thank you." We will respect their time. We'll never keep a
customer waiting. We'll always do what we promised the customer we'd
do, and when we promised we would do it. As soon as it becomes apparent
that we cannot fulfill a promise, we will respect our customer by
letting them know what to expect, and we will do so right away. We
will respect our customer's sensibilities. We will never behave in a
condescending fashion and we will always be mindful of
anything that we might say or do that can be offensive. We will
respect our customer's opinion. In order to do that, we must
listen to our customers and hear what they're saying. We will
respect our customer's right to disagree with us. If the customer, in
their disagreement, puts us in a situation where we cannot perform the
repair or service safely or in accordance with our mission statement and
guidelines, then we will respectfully let our customer know that we
cannot do their repair work. We will never, ever attempt to pound a
square peg into a round hole.
Honesty
Everyone at Express Autobody is expected to be completely
honest with everyone else, and most importantly, be honest in our
dealings with our customers. At Express Autobody there will be no such
thing as a white lie. We will never lie to a customer, never lie to an
insurance company representative, never lie to a vendor, and never lie
to a fellow employee. We can handle the truth.
Integrity
Integrity is more than just a trite statement meant to lure
customers into the shop. Integrity is the keystone on which every
relationship is built and every repair performed. Integrity will be the
foundation on which we build our procedures and methods. Every repair
and every business transaction will be performed with the highest level
of integrity.
Competence
Competence is one of the primary ingredients that will make
this company stand out from the crowd. Every technician will be able to
perform the tasks and duties assigned to them at the highest level of
competence. In order to attain this goal, they will be skilled, trained
and certified. Our customers will be made aware of this competence with
a display of this accreditation predominantly visible in the front
office and in the customer waiting area. We'll provide our customers
with a shop tour whenever requested, and always at the point of sale.
CSR's (Customer Service Representatives,) and office staff will
demonstrate their competence through prompt and accurate information
dissemination, integrity in their dealings with employees, vendors and
customers, and through the administration of their duties. Peter and
his principles will never be welcome here.
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