Often, they believe that the money they have invested in their insurance policies over the course of

Here at Nylund s Collision Center, we have a simple rule: If it s not perfect, it s not leaving.  This position has created an interesting dichotomy within the ranks of those who do business cheap last minute american airlines tickets with us.  On one hand, we have an incredibly loyal, cheap last minute american airlines tickets and vocal following of overwhelmingly satisfied customers who are quick to share, refer and otherwise communicate their positive cheap last minute american airlines tickets experience to all those they know.
On any given day in the body shop business, people bring their damaged vehicles many of which are late-model or brand new to us for repair.  They come to us, knowing full well that we never cut corners on the safety or quality of our repairs, and that we offer an exceptional customer experience, second-to-none.*
Often, they believe that the money they have invested in their insurance policies over the course of a lifetime will translate to said policies covering OEM (Original cheap last minute american airlines tickets Equipment Manufacturer) replacement parts.  Imagine their surprise when some insurance cheap last minute american airlines tickets companies steer the insured to body shops that are owned and operated by either themselves, or agents who have DRP (Direct Repair Provider) agreements with the insurance companies. Those agreements include the uncontested use of third-party parts or used equipment to replace the damaged, yet brand new parts on their automobiles.  Why would insurance adjusters write estimates for such parts? The answer is simple: cheap last minute american airlines tickets they are less expensive… thereby maximizing the profit cheap last minute american airlines tickets margin for not the customer but the insurance companies themselves, cheap last minute american airlines tickets and the shops to whom they steer their insured.
The insurance companies write estimates for third-party parts. cheap last minute american airlines tickets We argue for OEM parts on behalf of the customer, but the adjusters won t budge.  So we order the parts, which are delivered cheap last minute american airlines tickets by our vendor, only to discover that they do not fit properly.  We bring the adjusters back to examine for themselves the ill-fitting part, and reissue them a supplemental order for the proper (OEM) part.  This time, they approve the OEM part, and now we re in business… Or so it would seem.
While the correct part is being shipped, we ve started the process of returning the third-party equipment, and requesting a refund.  We ve repeated this process dozens of times every month for years… and now, the vendor who supplies those parts, refuses to deliver them to us.  They see no purpose in delivering parts that will only (and almost always) be returned.  And while we understand their frustration, it is focused on us, instead of the directors of this ill-fated ballet… the insurance companies .
Remember the customer? While all of this maneuvering is going on, they still need something to drive.  Their insurance policy often covers cheap last minute american airlines tickets an allotment for the provision of a rental car, and not surprisingly, some even steer the customer to their preferred companies.  One rental car company, with whom we have had a solid business relationship for years, has recently decided to dramatically cut back it s level of service to Nylund s customers. Enterprise cheap last minute american airlines tickets Rent-A-Car has historically matched our commitment to a positive customer experience cheap last minute american airlines tickets by going the extra mile, and delivering their rental cars to our shop, where the customer is.
But the cost of serving the customer once again lures some to compromise their level of service in an effort to boost profits.  In the case of Enterprise Rent-A-Car, management decided that rather than continuing to offer the same level of service, they would no longer deliver to Nylund s.  Instead, the customer must make their way to the rental car location across the city, thereby adding time and inconvenience to the process.  Their reasoning for the sudden shift in customer service level: Nylund s isn t providing enough customers to Enterprise to warrant continuing the highest level of service.
When companies compromise quality, safety and service for the benefit of their bottom line, the one who unequivocally suffers is the customer.  But here at Nylund s, we simply WILL NOT compromise our standards when it comes to these things!  We do not (cannot) increase our hourly labor rate.  We will not put substandard parts on a vehicle repair where integrity and safety are of paramount importance.  And if it costs us our profit margin to take this stand and do the right thing then we gladly make that decision all day, every day.
This entry was posted in From The Owner and tagged auto body , BMW , Car Rental , collisoin repair , Denver auto body , Denver autobody , Enterprise Rent-A-Car , Farmers Insurance , Geico , Hertz , Insurance , Lexus , Lincoln , Mercedes Benz , National , Nylund's Collision Center , State Farm , Thrifty , USAA . Bookmark the permalink . Post a comment or leave a trackback: Trackback URL .
The amount of detail you included cheap last minute american airlines tickets in this blog (for those who don t know you) is identical to how you speak and communicate cheap last minute american airlines tickets to your customers. That s what I love about you! When my car wrecked (notice it wasn t me it was the car! haha) my world was turned upside down. What s so neat about your shop is that you must really rub off on your employees! Sam was able to answer my 300 hundred questions I had (since I hadn t been through this in a loooong time) and somehow cheap last minute american airlines tickets actually hear them through my sobs on a Sunday, mind you. I was put at ease so quickly and when you stepped in to help, I felt like I got an entire education on the car boo-boo business best part? I really didn t have to listen or understand, because you re not just talk. I knew everything you were telling me was going to be done by you, and guaranteed. How many people in business can say they have a guarantee?
Hats off to you for figuring out to truly help people in one of the hardest to deal with events in their lives. cheap last minute american airlines tickets You re practically family now. That s how much I trust you! Sam and Amanda at your office are totally in on that too! Keep up the great work thanks for your commitment to all of us car lovers
Thank you so, so much Mary for taking the time to share your kind words of encouragement! I have been truly blessed with a tremendous support cheap last minute american airlines tickets team and the greatest cheap last minute american airlines tickets guests! You have made my day and I cant wait to share your thoughts with the rest of the team here!
Rob Thanks for your ongoing commitment to providing exceptional customer service! This blog is a statement two fold one, that exceptional customer service is not that common, and two, unfortunately it comes with a cost. Not all auto body shops are created equal, just as no two auto dealerships, cheap last minute american airlines tickets rental car companies, parts suppliers, or auto insurance companies are. They have made their choice to NOT be on the side of their end customer, but rather show themselves as companies who will compromise on quality cheap last minute american airlines tickets and service expectations. Not true for today s business owner like you who understands that quality and service are non-negotiable commodities that define your business. Particulary in the day of social media, it s paramount for all service-based business to place the correct focus on their valuable and loyal clients. You separate cheap last minute american airlines tickets yourself from other auto-body providers by setting a standard that should be followed and applauded, not criticized! You are an excellent example for small business owners in any industry, operating in any city across the USA.
There s no question that this post is 100% accurate from the perspective that Robert and the crew at Nylund s are very much customer-centric. I ve had several (unfortunate) opportunities to have cars repaired at Nylund s and witnessed first hand the battle they fought on my behalf. I also just took a project car into the shop as I begin working on making a lifelong dream come true that car sat for several years and now I know it s because I was just waiting to meet the great folks at Nylund s. One may see pictures of cars with ribbons and people jumping for joy as they take delivery of their newly repaired automobile posted on the Nylund s Facebook page. You could say that Nylund s is just doing that for show not the case I felt great joy picking up a newly repaired automobile from Rob and the team I really felt like I was receiving a gift. When they say if it s not perfect it s not leaving, the really mean it.
I happened to be at the shop about an hour before they were due to deliver a newly repaired Chevy Camaro during that time, they washed it one last time, squeegeed the floor in the shop, polished the glass, got every last speck of dust off the body, shined the tires and when the owner showed up, it was like Christmas for him.
So don t stop Rob! Keep doing exactly what you are doing because you are causing a wave of growing support for extreme customer service. It s of little surprise that you received the Best Body Shop award from Channel 7 last year and it won t surprise me when you do it again. There s plenty of great auto body craftsman out there but it s the little extras that you and the team provide that sets you head and shoulders above the rest.