Page 52 - Australian Paint & Panel Nov-Dec 2020

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BEST MEDIUM SHOP – NEW SOUTH WALES
PAINT&PANEL NOVEMBER / DECEMBER 2020
EXCLUSIVE BODY WERKS
IT'D BE TOO SIMPLISTIC TO SAY RON GOODMAN IS 'INTERESTED' IN THE CUSTOMER EXPERIENCE IN SOME KIND OF ACADEMIC WAY. IT'S NOT A STRATEGY. IT'S A CREDO. IT'S A MISSION. IT'S A WAY OF LIFE.
“Yeah, you can charge what you need to but you've got to be realistic too. There's no use sneaking your fee up plac- es just so you can make a quick dollar”
Back home Sydney, Exclusive Body- werks has some serious technology in place. With almost totally computer-de- pendent systems in cars like Tesla, Goodman needs terminals installed all around the workshop to have the very latest in repair procedures available for his technicians.
“All through the shop we have these screens that display whether the car is a Tesla, a Rolls Royce or a Porsche, etc. When you bring up a model, it gives you details about repair procedures or access code,” Goodman explains.
“It's particularly important with Tesla, because you need to log on to their serv- ers in order to service the car. You can't repair the car with older procedures. They're literally evolving every day.”
In order to ensure cars are aligned to OEM’s specificiations, Exclusive is home to three Cellette benches, two Globaljigs and a Spanesi. In the paintshop, there are Pan and Lowbake ovens.
And, Goodman's so confident of the service offered at Exclusive Bodywerks, he's actually installed a glass-panelled booth right there in the workshop, where he invites customers to come and watch their car get resprayed.
Customers often want to come and watch their car get painted, particularly those who want to come on the shop tour,” he says.
Weirdly, Goodman isn't sure there's anything special about the way he does business that brought the big-name brands flocking to his garage door.
SHOP STATS
“I
e
NSTEAD OF JUST HAVING A
crash, taking their money
and saying see ya later, we try to be really transpar- nt, to really take care,”
Goodman explains.
Sure, Rolls-Royce owners tend to have
a fairly high bar when it comes to ser- vice. And, creating a frictionless cus- tomer experience from drop-off to pick- up is just one of the many aspects of the repair that bodyshop must carry out to represent McLaren.
But Goodman (true to his name) al- ways tries to go one better whenever he books a new vehicle.
“If you're just human, and you're gen- uine and honest with people, it comes back to you,” says Goodman.
“Money follows the good person. If you're just chasing the dollar all the time, you're never going to get anywhere in life, that's the way I think about it”
It is, perhaps, this focus on quality to the exclusion of all else, that has earned Exclusive Body Werks the badges it so proudly bears: Rolls Royce, Aston Mar- tin, Tesla and McLaren. And, its the big- gest Porsche repairer in the country.
“We're the only ones approved to carry out heavy structural work for McLaren in Australia,” says Goodman. “With Aston Martin, we're the only ones in the South- ern Hemisphere for the 1/77.”
In fact, Goodman's skills are so highly in demand that, if there's a Rolls Royce somewhere that's unhappy, the compa- ny's happy to fly him there.
“We've been to Korea to fix a Rolls Royce,” says Goodman. “It's very hum- bling more than anything else.”
Obviously, the service costs what it costs, a fact that any McLaren owner has probably already resigned themselves to. Nevertheless, Goodman doesn't see this as an opportunity to throw big.
SIZE: approx 1012m2 TYPE OF WORK: All types STAFF: 13
CARS PER MONTH: 30
OEM: Porsche, Rolls Royce, Tesla, Aston Martin, McLaren
ABOVE: Theatre style painting takes place here with customers invited to watch in person on online.