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"We looked at each other like, 'How are we going to pay for this?'" ...
The term “customer care” means many things to many business owners. At Zara’s Collision Center, it means refurbishing at least one vehicle each year and giving it to a deserving individual in the Springfield area.
“My wife Julie volunteers at a local homeless shelter,” Brad Zara, owner of Zara’s Collision Center, says. “She sees lots of hard-working, motivated people that just need a break. In a lot of cases, that relief comes by way of transportation.”
Several success stories have come out of the program. “Deanna Logan always comes to mind,” continues Zara. “She was able to use the car to get to and from work and get a full-time job. She’s been promoted twice and now has a son in college.”
Customer care also takes shape with Zara’s convenient Repair Planning Process. It was developed to cut out unneeded steps for both the customer and the insurance company. “For example,” says Zara, “it isn’t always necessary for the customer to come in for an estimate. Many times we can schedule the job and the rental right over the phone. That way, the customer only has to come in twice. Once to drop off and once to pick up.”
The Repair Planning Process also allows Zara to identify all damage at the front end of the process, helping them get correct adjustments from the insurance companies and helping the customer avoid inherent delays caused by hidden damage that can’t be seen with a visual estimate. How do they do it? By getting under the surface and going back as far as the damage. It’s a simple, but effective process.
Zara’s even goes the extra mile by helping other local area shops learn about the Repair Planning Process. They so fervently believe in the gains it brings to the customer, they’ll turn no one away for the class. Not even a local competitor.