Walkers Collision Repair is Tennessee’s premier collision repair which now has two auto repair facilities - Knoxville and Seymour. With more than 25 years of experience in quality service, Walkers Collision Repair is focused on providing the best customer service, technology, and technicians available to the industry. How did it all start?
Common Ground
Paul Walker, president at Walkers Collision Repair, was born and raised in the collision industry, growing up painting cars in his family’s garage. 27 years on, he now has 2 shops with a lot more space and filled with the latest technology.
Wayne Griffin, director of operations at Walkers Collision Repair in our Knoxville branch, has worked for Geico and Safeco for 30 years, training estimators on how to properly write and document repairs.
With one handling the collision part and the other managing the insurance part, the one major attribute these men had in common was their passion for customer experience. Griffin has drastically improved DRP relations by selling the shop’s customer service, setting up the collision repair shop for further growth.
The Collision Expert
At a young age, Walker trained himself on painting and auto repairs to start his business in his grandfather’s barn. As his business expanded, he opened his first 1,200-square-foot shop in 1989, and eventually established his first DRP relationship 15 years later in his 5,000-square-foot facility.
“I started realizing the insurance companies worked for me.”
Walker explains how he talked to local agents and it brought in a variety of customers, bringing in a lot of momentum for his collision repair business.
Walker has since replaced his locations with bigger facilities and he owes his gratitude to a dozen new DRP relationships.
The Insurance Expert
Walker quickly realized that aside from his technical expertise, adding more DRP relationships as the main focus for shop growth could do wonders for his auto repair shop. This is where Griffin comes in.
Griffin also grew up in the industry, being trained to be an estimator. However, he decided to take his customer service skills towards the insurance aspect. He worked with Walker for years and with more business visions coming into play, the two decided to team up and take the collision repair business to the next level.
“I think the most important thing for both sides to do first is realize that nobody is against each other. We have a common cause, which is the customer”
The Partnership
Griffin explains that insurance companies are also customers at Walkers Collision Repair. With this in mind, we have to sell to them as well. Here are 5 ways how we do just that:
1. Policies and Procedures
They key is to properly document policies and procedures aimed at excellent customer service, and also to advertise the ability to execute these.
“A lot of the policies and procedures I’ve put in place are very insurance friendly. The insurance companies all love it” Griffin says.
2. Damage Reports
When Griffin sells the shop’s capabilities and gives a tour, he starts off at the front counter. Why? Before the initial call to the customer, the front counter staff is expected to investigate and prepare a damage report. This helps the repair process become more efficient and convenient in the long run for everyone.
3. The Initial Meeting
After gathering necessary information, we then cater to the client’s schedule and make the initial meeting as convenient as possible by providing them with all the details they may need.
“We try to start off by asking the customer what they need. When you approach them from that direction, you start a rapport from the front end, letting them know you care about them.”
Walker Collision Repair uses the information gathered to guide the customer through the potential timeline. “A major detriment to CSI scores is not laying out the repair process properly, and not following up afterwards. We make sure we’re covering both ends.
4. The Estimate
Through his experience in the past, Griffin has been able to shape the ideal list of policies and procedures that cater to insurance companies during the estimating process.
“Don’t leave facts out…There’s lots of information that needs to be shared.” Griffin explains how most experienced estimators know how to write an estimate because they are aware of what needs repair. However, what some don’t realize is there are many people form insurance companies that are not as experienced and have not seen the actual car itself. This is why documentation and photos are needed to answer any potential questions the insurance company may have.
5. CSI Scores
Walkers Collision Repair conducts customer service surveys and reports its CSI numbers to insurance companies.
“We have to follow-up calls with customer after they pick up the car. Insurance companies want to see those surveys”
Side note: The CSI scores we’ve been reporting for both shops have an average of around 97%.
What’s Next?
The goal has always been to be an “insurance-friendly institution”. Together, Walker and Griffin aim to continue building relationships and shaping Walkers Collision Repair into the shop insurance companies look for.
Walkers Collision Repair, Gold Class Certified & ASE Certified, is a premier auto repair facility in Knoxville, TN. We are located in Seymour, and an additional facility also has been opened in West Knoxville off Lovell Road! Give us a call now at 865-577-6083 or check us out online at www.walkersautocollision.com. AUTO ACCIDENT HELP 24/7 - Hot Line - 877-499-2553 FREE FREE
Visit our site here www.walkersautocollision.com
Visit our site here www.walkersautocollision.com
