Busier Roads: Preparing for the Increase in Collisions<\/strong><\/p>\n\n\n\n Summer is peak season for road crashes, due to factors like traffic congestion, distracted driving, even sun glare and heat-related vehicle issues like tire blowouts.<\/p>\n\n\n\n Collision repair shops<\/strong> must be prepared for these busy travel periods by ensuring they are adequately staffed and ready to provide excellent service, allowing consumers to get back to normalcy as quickly and safely as possible. <\/p>\n\n\n\n To optimize capacity management, enhance customer experience, and stay ahead of the curve, the following tips and considerations can make a significant difference:<\/p>\n\n\n\n 1. Lead with empathy.<\/strong> Customer service can go a long way. There\u2019s nothing like a family vacation disrupted by an accident. Shops shouldn\u2019t assume a collision is a \u201crank and file\u201d fender bender; front desk should allow drivers to share their experiences, and be prepared for an emotional exchange. It\u2019s good to remind each and every one of the staff members \u2013 from front office to paint and detailing \u2013 that lives are involved, and long-planned summer vacation dreams could have come to a screeching halt. By treating customers like family, shops can create a lasting positive impression. Patience, understanding and flexibility can be game changers.<\/p>\n\n\n\n 2. Communication is key.<\/strong> Visibility is key to building long-term relationships with both employees and customers. Offering options like multiple channels of communication helps increase customer satisfaction and therefore retention. Shops can also ask for their preference in how they would like to be communicated \u2013 most customers prefer text updates; this approach frees up staff to focus on repairs and saving time off the phones, while keeping customers informed. Accidents often lead to frustration, impatience, and anger. This is where staff can help alleviate these feelings with small but significant gestures like a welcoming reception and open, clear communication, with phone calls that are not repeatedly interrupted or put on hold. It\u2019s the little things that can make them feel welcomed and valued during this distressful time.<\/p>\n\n\n\n 3. Manage expectations<\/strong>. Sure, every customer wants their repair completed as soon as possible, however, getting their car returned in a safe, working order will be top-of-mind for them. Body shops can educate them on the process and steps it takes to repair and replace parts as needed, as well as the estimated timeline, providing regular updates to help guide them through the process and address any questions. This proactive communication can prevent misunderstandings and avoid gaps in information. Shops can also bring up sensitive nuances that can alter cost realities or part ordering and procurement. <\/p>\n\n\n\n 4. Take the High Road.<\/strong> With multiple resources at hand, leveraging technology to streamline operations during peak times can help to allocate labor accordingly based on the strengths and capabilities of the team. For example, assigning more experienced estimators to focus on complex cases when validating repair estimates. Technology has rapidly evolved to offer shops user friendly platforms that the staff at front desk can leverage to run vehicle intake. This way shops can improve their capacity management and deliver estimates in reduced periods of time, facilitating quicker confirmations from insurers and drivers.<\/p>\n\n\n\n Is your collision repair shop ready for the summer travel surge? Solera offers a comprehensive portfolio of collision repair solutions designed to help your shop thrive during busy seasons. <\/strong>Fill out the form below to learn how we can assist you in optimizing workflows.<\/p>\n\n\n\n![\"\"](\"https:\/\/www.solera.com\/wp-content\/uploads\/2025\/06\/body_solera-com.jpg\")
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