Coming off a lighter 2025, most shop owners are heading into 2026 thinking about one thing: car count.

In this episode of Operational Intelligence, I sit down with John Brown of Red Rock Collision in Cottonwood, Arizona—the only independent shop left in his market, surrounded by consolidators and DRP-fed competition. And here’s the hook: with the cards stacked against him, John isn’t just staying alive—he’s still growing and building a new, larger shop.

We break down the real playbook for how an independent wins when insurers try to steer customers away before the shop even gets a shot.

In this episode, you’ll learn:

• How John combats insurance steering with a simple “right to choose” message that actually works
• The front-office approach that wins the job before the insurance company can redirect it
• Why writing a quick estimate and “following up later” is where independents lose
• How John sells against big chains without going negative
• The contract and scheduling strategy he uses to lock in commitment and reduce lost jobs

If you’re trying to stand out, protect your volume, and grow in a market that’s been bought out around you—this episode is for you.