The Premier Achiever Awards -- Showing the Customer You Care

In today’s always-connected world your customers are much more than kings and queens. They’re masters of universe, judge and jury able to spread their opinions about your repair shop to millions with a couple of well-placed keystrokes. Or to put it another way, you aren't in the auto collision repair business, you’re in the customer satisfaction business. And you’re doing a darned good job, too! That’s why Mitchell is proud to sponsor the annual AutocheX Premier Achiever Award (PAA) program to loudly give credit where exemplary credit is due.

Since 2002, the PAA program has presented nearly 4,000 awards to the collision repair facilities that achieve extraordinary customer satisfaction ratings. Winners come in every size, from small family-run operations to large consolidations, and they’re located in 41 U.S. states and British Columbia.

This isn't a popularity contest, either. The customer satisfaction numbers are arrived at scientifically using Mitchell’s industry-leading RepairCenter™ Customer Engagement Tools (CET) powered by the AutocheX solution, either independently or as part of an insurance-sponsored repair program. That makes getting a PAA the equivalent of a collision repair industry Academy Award™ -- something the recipients earn through outstanding performance and are justifiably proud to win. As Sam Arvizu of Mike Rose’s Auto Body in Walnut Creek, CA said after winning last year, "It’s like winning an Oscar! We pride ourselves on our customer service and this award is our red carpet."

The PAA is Recognition for Hard Work 
For some recipients, a PAA is validation of their efforts. From Darren Davis of Tyler, Texas-based Davis-Green Paint & Body, "Receiving this award validates all the time and effort we put into focusing on a first-class customer experience with our collision repair facility. This award will serve as a huge morale boost to our employees."  To Tom Fisher of Depew, of New York's Northeast Collision, "Validation by AutocheX in this consumer-driven world is a big feather in our cap and we will wear it proudly." And John Blanks of Paint & Body Perfectors in Nashville, Tennessee, a PAA "gives our staff a ‘pat on the back.'"

It's a Learning Tool
Many PAA award winners report that just participating in the process of measuring customer satisfaction is a valuable learning tool. According to Russell Freeman of Auto Exterior in Lancaster, South Carolina, "AutocheX has given us the opportunity to see our weak areas and work toward improvement." David Capps of Craftsman Auto Body in Chantilly, Virginia agrees. "AutocheX CSI reporting has enabled us to identify downward trends. This gives us an opportunity to coach employees and refine our processes before it becomes an issue."

It's a Business-Builder
Many recipients comment on the business-building value that comes from winning a PAA. "There's no better advertising for a business than providing an unforgettable customer experience,"says Al Bell of Willis Collision Center in Des Moines, Iowa. For Kirk Robinson of Service King #2 in Arlington, Texas, "the word-of-mouth is the most important advertising tool you can receive."

It Cements Relationships
For Preston James of Southaven, Mississippi's Service King #301, "It tells our…insurance partners we are doing things right for our customers." 

And everyone agrees that a PAA trophy or certificate in the lobby is reassuring to customers. Scott Cammisa of Cammisa's Auto Body, Inc. in Butler, Pennsylvania sums that up nicely: "Being an AutoChex Premier Achiever Award winner has helped our business in showing our customers that we truly try to help them the best we can. It's the proof that we try to make an unpleasant experience a great one. It is more than just words when have the award to show we stand behind our work and our word." 

Stay tuned. We'll be announcing the 2014 Premier Achiever Award winners this month and launching a PAA microsite where you can learn more about the program and the winners.