Toronto, Ontario — Spanesi wrapped up day two of its Interactive Week on Tuesday, after industry experts gave their insights on how to identify and address the needs of the repair process, of the bodyshop and of the customer.
The day started off with a presentation from senior engineer of body and paint at Ford, Gerry Bonnani, who delved into the ways that Ford is not simply making vehicles smarter and more complex, but also more versatile and accessible to customers.
Bonnani gave the Mustang Mach-E as an example. The vehicle provides drivers a number of features to ease access to the vehicle and make interacting with it simpler and more accommodating.
Such features include the ability to use a smartphone as a key, advanced e-latches instead of traditional door handles and hands-free trunk and door opening features, to improve accessibility.
Viewers were treated to a lunchtime interview with Louis Sharp of Sharp Auto Body in Island Lake, Ill., who let them in on his secret to making millions in a village of only 8,000 people.
Sharp spoke to the need to identify and address the needs of the customer and that simply fixing a car and sending it back out is not the business he is in.
Sharp says he is in the business of helping people through their trauma. Actively listening to the specific needs of the customer, such as making estimates easier to get and arranging rental vehicles, is what has led to his shop getting repeat business from the grandchildren of his original customers, for example.
“We have clients, not customers,” Sharp declared.
Finally, the day closed with a presentation on repair planning and measuring, led by Jeramy Holloway and Bret Runyon from Spanesi’s training department.
Wednesday is set for another full-day of can’t miss programming, as Spanesi’s host and COO Tim Morgan gears up to speak with aftermarket industry veteran Frank Terlep, owner of Best Body Shop in Wichita, Kan. Clay Hoberecht and then finally, a panel on hiring new technicians with Doug Irish, Cory Millar and Amber Ritter.
Spanesi Interactive Week is free to attend from October 25 through October 29. Click here to register, or here for the full event agenda.
