Page 77 - Australian Paint & Panel Nov-Dec 2020

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SAM STREET
Rebranding, a dedicated prestige area
and a firm eye on the future makes this a business poised for the next decade
at least. ASR has probably been one of the hardest hit repairers in the area Covid- wise but the team have taken it in their stride.
JUDGE POWELL
ASR keeps getting bigger and bigger
– with separate paint and panel areas plus a dedicated aluminium repair
facility to cater for those Jaguars, Land Rovers and the occasional Porsche.
U
CLOCKWISE
FROM TOP: Wide angled view of the well equipped panel shop: hoists are always handy.
ASR keep their paint room clean and tidy.
The ASR team are set for the future.
mind that Croft and Gilholm designed their onboarding process, where a cus- tomer service officer will greet the client in their car, take their details and direct them on their merry way.
“Our customer service officers have a laptop, and they meet customers outside,” says Croft. “They often pull in and they don’t know where to go, they don’t know what they’re doing, and so we want to make that first in- teraction easy.”
Once their car is taken into the esti- mators bay, customers are guided into the lounge where tea, coffee and bottled
water is available. We’ve got wifi in here for customers to use if they need to wait fifteen minutes to
half an hour,” says Croft. “But if
it’s any longer than that, we give them a business card and they can drive down the road and get a coffee.”
And thankfully, it looks as though 2020 was merely a blip on an otherwise upward trajectory. And while times are still undoubtedly tough - espe- cially for a business with a big new investment and 23 staff on their books - everyone’s hoping things’ll get better soon.
JUDGES’ COMMENTS