The third and final day of the 2025 CARSTAR RISE Conference in Toronto, provided some exceptional insights from non-verbal communication, marketing best practices, to tackling challenges and complexity in the collision repair space, along with a plethora of breakout sessions, networking opportunities and of course an evening awards gala. 

Kicking things off was best-selling author and renowned body-language specialist Mark Bowden. Delivering a session that was fun, informative and interactive, Bowden delved into observations and non-verbal communication that can trigger specific reactions from other people. Some of these include hair quality, eye contact, and whether your hands (specifically your palms) are open, and your arms are at a specific body height.

 Huge indicator

Bowden said that non-verbal communication is a huge indicator of whether people are willing to trust you or not and he encouraged the audience to partake in a role-playing exercise so they themselves could see how they present themselves and what’s required to win in both the executive suite and on the frontlines of customer service.

Next up, was a marketing update, courtesy of Oghogho Oteju, Senior Marketing Manager at CARSTAR. Oteju discussed the effectiveness of local marketing within the community and how, if done well, it can make a huge difference. She noted that in today’s environment, consumers are looking for genuine connections and that brand awareness is crucial. “We want people searching for CARSTAR, not just collision repair,” she noted. She noted that across the network, CARSTAR had secured over 3 million media impressions by the end of June 2025 and the brand’s sponsoring of sports teams and local marketing efforts and community participation by franchisees across the country are having a big impact.

Growing awareness

“Awareness is rising, and it shows,” said Oteju, highlighting a 41% increase in organic traffic to CARSTAR’s website as 48% increase in brand searching for CARSTAR, not to mention a 73% growth in Google Reviews, year over-year.

The Bermuda Triangle panel discussion is a popular fixture at the annual CARSTAR conference, and in 2025, didn’t disappoint. This time out, it featured Brad Green, Director of Operations, Raydar Collision Group; Darryl Grattan, AVP, Auto Claims, Aviva Insurance, Larry Dalli, Category Manager, Nissan Canada, Collision and Wholesale, and Darryl Simmons, Publisher for Media Matters, with Dave Foster, Senior Vice President, Operations and Development, serving as Moderator.

Highly complex 

Today’s collision repair operating environment is highly complex, with many different factors and challenges to consider—particularly as shops try to navigate through it while aiming to balance performance, profitability, customer satisfaction and brand reputation. Green noted that one of the biggest challenges the industry faces today is ensuring that all stakeholders are on the same page when it comes to repairs, as when they are not, it can often lead to friction, delays and unsatisfied customers, not to mention tarnished brand reputation. Simmons said that being successful also requires stakeholder commitment, including from the OEMs, as well as focus on training and knowledge to generate consistent and long-term business.

Rising costs

Grattan noted that rising insurance costs are making it a challenge for the industry, while Dalli explained that alongside the collision centres, OEMs and insurers have their own pain points, though many are becoming increasingly aligned when it comes to safety, quality and efficiency of repairs. Additionally, collaboration with key stakeholders continues to grow—an encouraging trend for the industry and, also regarding the customer experience.

Following a networking lunch, attendees had the opportunity to attend a range of breakout sessions, which covered a wide range of industry topics.

These included the launch of the CARSTAR Cares sustainability program, as well as data-driven operational improvements to help franchisees, plus strategies to optimize repair processes for better productivity and profitability.

A second round of breakouts included hands-on training with BETAG North America—designed to boost technician performance, insights on OEM certification trends with OE Connection and Nissan Canada, and commercial finance options presented by TD.

Practical solutions

These breakout sessions are designed to provide practical solutions and tools to help franchisees advance and enhance their business and operations. 

The evening Awards Gala; was one to remember, with a 1980s retro theme to this year’s ceremony. Many attendees donned their best period ’80s clothing, as the stage was set for recognizing CARSTAR franchisee achievements over the past year.

It truly was an unforgettable evening—one that celebrated the commitment, innovation, and success of the CARSTAR Canada network.

The night’s recognition award featured:

Years of Service Awards for 10, 15, 20, 25 and 30 years. Recipients in 2025 included:

10 Years:

• CARSTAR Digby
• CARSTAR Calgary Heritage
• CARSTAR St. Albert
• CARSTAR Ancaster West
• CARSTAR Mount Forest
• CARSTAR Orleans Appraisal
• CARSTAR Parisville
• CARSTAR Normandin
• CARSTAR Red Deer South
• CARSTAR North Burnaby
• CARSTAR Victoria (Pre-Tech Collision)
• CARSTAR St. Stephen
• CARSTAR Ellerslie
• CARSTAR Woodstock
• CARSTAR Manotick
• CARSTAR Southbank Appraisal Centre

15 Years:

• CARSTAR Scarborough South
• CARSTAR Gander
• CARSTAR Lindsay
• CARSTAR Bay Roberts
• CARSTAR Waterdown
• CARSTAR Express Edmonton South
• CARSTAR Bridgewater
• CARSTAR LaSalle

20 Years:

• CARSTAR St. John’s
• CARSTAR Truro
• CARSTAR Toronto St. Clair
• CARSTAR Shawinigan
• CARSTAR Grand Falls
• CARSTAR Lucan

25 Years:

• CARSTAR St. Thomas
• CARSTAR Port Colborne
• CARSTAR Dartmouth

30 Years:

• CARSTAR Mississauga Hawkestone
• CARSTAR Hamilton Midtown
• CARSTAR Hamilton Rymal
• CARSTAR Brantford
• CARSTAR Burlington Mainway (Aro Motors)
• CARSTAR Burlington Fairview (Aro Motors)
• CARSTAR Elmira
• CARSTAR St. Catharines
• CARSTAR Fergus (Giles)
• CARSTAR Oshawa Drake Street
• CARSTAR Etobicoke South
• CARSTAR Oakville West
• CARSTAR Cambridge
• CARSTAR London West (Lawrence)

In addition to years of service, the CARSTAR RISE 2025 Awards Gala also honoured both facilities and individuals that have set the bar and beyond. From marketing excellence and operational achievements to customer satisfaction and leadership, these awards showcased the innovation and commitment that continue to push CARSTAR Canada forward. These awards included:

• Marketer of the Year– CARSTAR St. Felix/Rawdon

• Operations Excellence Award — CARSTAR Miramichi
• Customer Experience/NPS Award – CARSTAR Hamilton Lockwood
• Rookie of the Year – CARSTAR Doval
• Ironman Award – Robin Harris, owner, CARSTAR New Minas and CARSTAR Elmsdale
• Vanguard Award – Bill Davidson, Raydar Group
• Franchisee of the Year – Mike Cherneta, MGM Auto Group

 President’s Club

• Atlantic Canada: CARSTAR Yarmouth
• Western Canada: CARSTAR QA Terminal
• Ontario: CARSTAR Manotick
• Quebec: CARSTAR Ste-Therese
• Small MSO: Bruce Hemstreet – CARSTAR Lethbridge, CARSTAR Olds, CARSTAR Medicine Hat
• Large MSO: Saputo Capital – CARSTAR Ancaster, CARSTAR Ancaster West, CARSTAR Guelph, CARSTAR Oakville East

Following the awards gala, event Emcees Collin Welsh and Andrew Northrup also hosted an auction, in which franchisees, vendors, and industry partners bid on various items. By the end of the conference, CARSTAR Canada, its franchisees and partners had raised over $110,000 in support of charities, including Cystic Fibrosis Canada. It was an incredible conclusion to what was a fantastic CARSTAR conference in 2025.