Sylvain Laforme is a collision repair technician in Saint-Eustache operating under the CSN Collision banner, but above all, he is a dynamic entrepreneur. The family acquired a light repair shop in 1996, which was called Retouche Rapide, a name that has remained ever since. However, since then, the founder, Claude (Papi) Laforme, and his two sons, Dominic and Sylvain, have completely transformed the business into a collision repair shop whose operations remain firmly grounded in family values.

From the very first customer, it was clear that quality customer service had to go hand in hand with technical expertise in the shop. That approach still resonates positively with customers today, particularly on social media, where people don’t hesitate to share how much they appreciated the family and their employees. “We’re especially proud of this positive reputation, because we know that many of the people who come to us have just been through an accident or a collision that shook them emotionally, if not physically,” explains Sylvain Laforme.

The shop remains a family-sized operation. But it would be a serious mistake to judge the quality of this business solely by counting the number of technicians on staff.

Embracing high tech

CSN Collision Retouche Rapide is on the cutting edge of technology. As proof, the shop recently earned its CCC certification accreditation, demonstrating to its customers and insurers its ability to meet the automakers’ rigorous repair processes. The management team is currently exploring the idea of bringing all calibrations in-house and is progressing through the Clé Verte environmental certification process.

“We’re also enrolled in the EV Skills training program for collision centres,” says Laforme. “We want to be able to say yes to all repair requests and also to welcome electric and hybrid vehicles in a safe and professional manner.”

Knowing how to surround yourself

It’s also worth noting that this entrepreneur chose to bring in a strategic business development advisor, in the person of consultant Patrick Champagne. Thanks to his expertise, the collision repairer can more easily identify business opportunities. “I helped Sylvain through the CCC certification process,” explains Champagne. “We realized the shop was due for investments in equipment and training. So we figured, why not make those investments as part of an OEM certification program and get twice the value?”

Like many collision repairers, Sylvain Laforme is constantly involved in day-to-day operations, and this additional resource allows him to move his business forward by delegating certain tasks to a specialist. “You need to know how to surround yourself with the right people,” he sums up.

Joining a strong network

It was precisely to help grow the family business that he adopted the CSN Collision banner about four years ago, while keeping the Retouche Rapide name, which was already well known in the local market.

“For us, the CSN Collision banner was the most compelling option, because it fits perfectly with our position as entrepreneurs,” says Laforme. “We want the professional support of a network, but we also want the freedom to make our own business decisions. The CSN banner and the entire team behind it give us professional guidance in our practices and access to tools for marketing, HR management, and more.”

But according to Laforme, joining the 400 or so shops in the network also opened the door to a true community of entrepreneurs who, like him, are constantly finding new ways to grow their businesses.

“I also have access to performance data from other shops, which allows me to benchmark and identify areas where I can improve. And I know that our own best practices can inspire others too, which raises the level of the entire network.”

The CSN Collision network enjoys a solid reputation among insurers and has several agreements in place that benefit its members. That too, Laforme points out, has helped move things forward. And what he values most about CSN Collision is the shared commitment to quality, customer care, and a family-driven approach between him and the network.