The rate of collision repair shop owners with two or more locations, also known as multi-store owners (MSOs), are continuing to grow. With rising cost pressures, rapid rate of technological advancement and the challenges that come along with setting yourself apart from your competitors, some owners wonder, how do the MSOs do it?
One thing is for sure, there is no turnkey solution. Successful multi-store owners take every aspect of the repair process and customer experience into consideration. From the customer experience online in searching for the store, to what the parking lot looks like when they arrive, to how they communicate with customers during the repair and what their car looks like when they get it back—every detail matters.
However, owners trying to monitor every little detail themselves are set up for failure. This is why another key component of MSO success lies within the team. Being surrounded by a dependable team, and leaving various responsibilities with different team members based on their strengths and interests is what drives success. When employees are passionate about what they do and see they have a direct impact on the success of the store, it provides a motivation, as they know someone is providing them the opportunity to thrive.
Recognizing top talent and rewarding key leaders is another crucial component. Creating new job titles to promote employees, treating employees to a lunch once a month, making sure the employee breakroom is welcoming and clean are little differences owners can implement immediately to create employee retention.
After creating duties and delegating them, tracking progress becomes paramount. Operators who are able to grow have a laser focus on key performance indicators (KPIs). Tracking cycle time, customer service scores, touch time and length of rental are just some of the measurements that give owners insight into performance. Armed with data, owners can work with their team to find opportunities to improve efficiencies.
Once operations are finely tuned, one of the biggest hurdles everyone struggles with is trying to replicate their success. Overcoming this hurdle is no easy feat, which is where MSO’s find support in the CARSTAR network.
With over 109 independently owned and operated MSO’s within the CARSTAR family, this experienced banner is fully equipped to help its owner’s fine tune their processes and grow their businesses. Offering a trusted operational platform with EDGE, real estate and acquisition support, third party financing relationships as well as market planning analysis, CARSTAR welcomes not only existing MSOs to its network, but independent owners looking to grow their business.
For dedicated marketing support, operational guidance, access to exclusive industry training and partnerships with key carriers, CARSTAR is here to help. Collision repair owners join the CARSTAR family so they have resources like this to compete, but also retain their independence and ownership. For information on joining the CARSTAR family as a local owner and operator, visit CARSTARfranchise.ca.