Page 40 - Australasian Paint & Panel Nov-Dec 2019

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2019 WINNERS
PAINT&PANEL NOVEMBER / DECEMBER 2019
CLOCKWISE FROM TOP LEFT:
Igor Giglio, Saint Gobain with Shaun Janks and Josh Sandford, DingGo.
Lisa Ferreras ACM Parts with Kate Presnell, Rising Star.
Chis Edwards, PPG with Maxine Colligan, Young Achiever.
Stuart Charity, AAAA with Linda Phipps, Wayne Phipps Smash Repairs.
cloud based platform built from the ground up using knowledge gained from years of experience working directly with industry experts including repair- ers, fleet managers, insurance brokers and SGFleet. The judges felt that given so many repairers are great at repairing cars but not so great at marketing , espe- cially digital marketing, that this plat- form is especially useful to the industry and can potentially provide a steady stream of work. Much of this work can be private and therefore more profitable. The company started out in Sydney and has recently launched in Melbourne and Brisbane.
BEST CUSTOMER EXPERIENCE
WAYNE PHIPPS SMASH REPAIRS SPONSORED BY AAAA
We could fill this entire article with Wayne Phipps customer satisfaction strat- egy. To say he is passionate is an under- statement. Head on over to our YouTube channel and you will hear him outline some of his initiatives. Suffice to say when we visited him, one of the staff came in with a wheelbarrow full of cus- tomer feedback. He is serious about get- ting in, following it up and letting insur- ers know the outcome.
All customers are given feedback cards with self addressed envelopes and are en- couraged to return them. Once a month, all returned feedback goes into a draw for a significant prize. This proactive ap- proach yields a 42% feedback rate. A com- prehensive handover procedure is in place. All non-drivable vehicle owners are con- tacted a couple of weeks after handover to get further feedback and to make sure eve- rything is OK. In September every year, Phipps randomly recalls a number of vehi- cles that the team repaired one year ago, five years ago and 10 years ago. “This gives us the opportunity to be sure that not only is our work up to standard, but ena- bles us to measure paint quality including fading and sink-back.”
Any employee that contributes ideas that are implemented are rewarded. Em- ployees are recognised for length of ser- vice and for their training achievements which all contribute to positive customer outcomes. Recognition is made at an an- nual awards and Christmas dinner