Communication is the backbone of a successful insurance repair, a panel at HD Repair Forum said Wednesday.
Moderated by Mark Polzin, president and owner of Budget Truck and Auto, the panel included Rick Melcher, director of service for the body shop at Rush; John Spoto, director of collision for Premier Truck Group; Leo Nenortas, field operations manager for collision centers, Penske Truck Leasing; and Kelly Reich, home office claims manager for material damage, Federated Insurance.
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Communication starts with intake.
"We're a public company, so of course we have a two-page document prepared by our legal department," Melcher quipped. "Our write-up sheet is real extensive and it works well in case we have to be in front of a judge somewhere."
But he worries it's not communicating efficiently with the customer. Especially about who's paying, which the panel agrees should be worked out before the first technician picks up the first wrench.
"We love to repair vehicles," Spoto says. "But I've gotta get paid."
