Customer service gets talked about constantly in collision repair, but very few shops actually build operational systems around it.

In Episode 10, Tom sits down with Dan Bernier from Morrie Collision to break down what genuine customer service actually looks like inside a modern collision shop.

Dan shares how his team built consistently high Google review scores in a highly competitive Canadian insurance market where every shop operates under the same DRP-style structure. Without referral steering from insurers, customer experience became the real differentiator.

This conversation covers:

• Why customer service starts with owner values
• Hiring people who naturally fit your culture
• The biggest mistakes CSRs make with customers
• How robotic communication destroys trust
• Why Google reviews now drive customer decisions
• Simple ways to create memorable customer experiences
• Why bad news should never be delivered by text
• How operational chaos ruins customer satisfaction

There are also strong discussions around shop culture, empathy, scheduling, repair planning, and the connection between operational discipline and customer perception.

If you want practical ideas your front office can apply immediately, this episode is packed with them.

Subscribe for more operational conversations built specifically for collision repair shop owners and operators.