In this episode of the CollisionCast, FenderBender gained insight on building a stellar shop culture from Mike Jones, the president of Discover Leadership Training. 

Laurie Guest, professional customer service expert, details the best way to add new and creative business ideas intended to boost customer satisfaction.

DJ Mitchell, regional director for Joe Hudson's Collision Centers, discusses how social media impacts MSOs and offers tips for marketing on social media. 

Consultant Bill Sefcek, who has nearly 50 years of collision repair experience, explains why he feels body shops can survive just fine these days without DRP partnerships. 

On July 4, 2011, a massive hail storm brought countless damaged vehicles to collision repair veteran Johnny Mock's door. He soon learned several lessons about scheduling carefully when dealing with a sudden surge in work. 

Steph Terry, community impact director for Morrow Collision Center, tells her biggest secret to successful marketing and how she has been marketing the shop's new location in Lincoln, Neb.

Renowned public speaker Kevin Brown, who gave the keynote address at the 2019 Fix Auto National Conference, offers advice for standing in front of an audience and speaking with confidence.

Tony Cavallaro Sr., owner of Airport Auto Body in Hartford, Connecticut, wanted his customers to feel so at home, they might have been in a hotel lobby. When he relocated his shop, he added a glass showroom for customers to pick up their repaired vehicles. Putting customers first has been Cavallaro’s top priority for more than 35 years. Learn how that approach, coupled with an innovative layout, advanced technology, streamlined processes and the right equipment from Global Finishing Solutions, has positioned his shop for continued success.

Jim Housh, the director of operations for Fix Auto USA, spoke with FenderBender at the company's 2019 national conference in San Diego. The topic: How to explain OEM certifications to customers in a manner that both educates them and sets your shop apart. 

Andrew Begnoche, director of operations for Holdcom, a company that manages phone messages for on hold times, shares how small business owners can take advantage of an underused marketing space: marketing while the customer is on hold.