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Bodyshop news: Customer service and Kitemark are key to AW future

AW Repair Centres is putting emphasis on customer service to drive it forward in the independent accident repair market.

Each motorist is given a letter with the phone number for the group’s customer care team, plus a direct line to their bodyshop manager, in case they have any queries.

During the repair, customers are given updates every three days, and once work is completed the car is returned with a guarantee mirror hanger and postage- paid customer satisfaction questionnaire.

“I want AW Accident Repair Centres to be known for quality of repair and quality of customer service,” said managing director Andrew Walsh.

The £3.8 million turnover group has bodyshops in Sleaford and Doncaster, with approvals from more than half a dozen insurers and work providers.

It has just gained the BSI Kitemark for both its sites, following an investment of around £17,000 in training courses and equipment.

Walsh said Kitemark was no instant earner, but he hoped it would attract extra business in the long term.

“It’s going to be a good two years after a bodyshop gets Kitemark until it really starts to get the best out of it,” he said.

“But if you look at your business and work hard on it, it will increase its value.”

Walsh added: “Some people in this industry think that it’s just another ISO and it’s all going to blow over.

But this is about safety and competence, to show insurers and consumers that the people that work in our business are competent to do so.”

  • The BSI has just announced that Motofix in High Wycombe has become the 100th bodyshop to gain the BSI Thatcham Kite-mark.
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