For Paul Ash, who owns and operates CSN Neighbourhood Auto Body Penticton; winning the coveted 2025 Shop of the Year award at CSN’s Evening of Excellence during the Charge Forward conference in Palm Springs, Calif., was as he describes it, a “surreal experience.

We’ve been part of the CSN network since 2013 and I’ve always been very impressed by the calibre of shops we have within it, so to be up there and receive this award for recognition of our efforts, in front of our peers, it’s very, very special.”

Growth and expansion

Ash is a second-generation collision centre owner, his father Steve, having originally established Neighbourhood Auto Body in the town of Penticton, B.C., back in 1989, after being a shop manager for other operators. “I’ve been around this industry and the shop environment all my life,” says Paul, but going into it as a career wasn’t always a given. “Even though I was very young, I still remember when my dad decided to make a go of it, and back in the early 1990s, just as he was starting out it was tough. The market was depressed, and things were hard, especially in a small town.” Nevertheless, as the economic situation improved during the 1990s and the family business gained more of a footing and began expanding, Paul began to take notice. 

“I first started taking a real interest in the business in the early 2000s,” says Ash. “We started off very small, but over time, we started to see growth. Today,” he explains, “the business is 10 times larger than when we originally started, and we’re still at the same location.”

Pivotal moment

Ash says that by the time he was ready to take the plunge and make running a collision centre his mission, in 2003, he was very fortunate in having a good mentor in the shape of his dad, Steve. “When I first got involved, I didn’t know a lot on the technical side, and it was great that we could both be honest about things. It was a big learning curve, but you get to that 10-week mark and then that 10-month mark and eventually 10 years and each time you do it, builds your confidence.” By the time he’d spent a decade of learning and working in the business, Ash says a major event changed the direction of the Penticton-based shop. “Back in 2013, we were a Preferred Shop with a major regional insurer. A lot of our customers were insured with them, and we handled a lot of claims.” Then as he describes, “they signed a national contract and all of a sudden, we were off their program.” At the time, it was a significant setback, but it also showed that the way forward was to become part of a network.

“We looked around and felt that CSN was the banner that would suit us the most, so we reached out to them.” Ash recalls that becoming a CSN facility was an in-depth process, with specific criteria, but was very happy when it was announced that the shop had made the grade. “It was a really great feeling for us. After we officially became part of the CSN Network, it was like the taps turned back on again, and our claims volume quickly ramped up.” 

Robust support

Not only that, but Ash and his team discovered other benefits. “The support that CSN provides the shops within their network is just incredible,” he says. 

“Anytime you have a question or need help, whether it’s for a technical related issue, OEM repair procedures or even an insurance or claims related issue, all you do is pick up the phone and somebody is there to help you and solve whatever challenge you may be facing. It’s just amazing.” 

Since becoming part of CSN, the business has grown in size, scope and reputation. The network has enabled Ash and his team to really standardize procedures, make the required investments necessary to drive the business forward and help with multiple aspects including staff training and OEM Certification. “Today things are very streamlined. We do advanced repair planning, and we’re able do consistently deliver more efficient cycle time for each repair. We strive for improvement every day, and to be recognized for our achievements in being named CSN Shop of the Year gives us confidence in knowing that what we are doing is making a difference—to our customers, our staff, our network and the industry.”