OUR NETWORK REPAIR RESUME

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1 OUR NETWORK REPAIR RESUME

2 BETTER THAN THE REST The purpose of this resume is to answer the following questions: How do we ensure that our employees fully understand and implement the expectations of an insurance company? Why can you trust us more than the typical repair facility to consistently deliver higher quality repairs and better customer service? How do we control our expenses to deliver high quality repairs at a controlled cost level? OUR MISSION North Broward Chrysler Jeep Subaru was built from the ground up to earn business though referrals by exceeding customers expectations. Our goal is to go beyond repairing vehicles to eliminating all inconveniences associated with an accident. We accomplish this by thoroughly explaining the insurance claims process and repairing every vehicle above industry standards. Our repairs are completed under a total quality management system that is backed by a written lifetime warranty. Our marketing strategy and budget is based upon building referral relationships with insurance agents, adjustors, claims departments and, most importantly, vehicle owners. We continue to enhance our solid reputation for quality repairs and exceptional customer service by exceeding the standard expectations of a collision repairs facility. Another focus is attracting and supporting a team of professionals committed to the company s values. We work together to exceed our customers expectations every day because we believe in our personal reputation. We have been able to accomplish this by becoming a member of DuPont Performance Services. As members, we have adopted their best practices, software and training to ensure optimal performance.

3 TRAINING PROCEDURES YOU COULD TAKE YOUR VEHICLE SOMEWHERE ELSE, BUT YOU HAVE ALREADY HAD ONE ACCIDENT. SALES STANDARD OPERATING PROCEDURES The customer s perception of the insurance company is based on the service that he/she receives from the repair facility which the insurance company recommended. We leave nothing to chance and have developed extensive internal programs for our front office. Our staff is required to complete a series of training and testing to ensure that they fully understand our procedures and are accountable for their performance. Our training, based on direct feedback from our customers, is under steady development. We obtain this feedback through responses to our customer survey (CSI). The information received from the survey is then recorded and the results are revised weekly to determine how we can continue to meet and exceed our customer s needs. RELAX. We ll EXPLAIN EVERYTHING. INSURANCE SOPs We understand that the number one frustration for Network Repair Program coordinators is the inability of collision repairers to consistently follow their procedures, especially when there is turnover at the repair facility or the primary estimator is on vacation. We depend on the Network Repair Programs to provide us with the volume necessary to sustain our value-added model. Relying on insurance companies to be a part of our marketing plan provides us with the incentive to act as an extension of the claims office. Through DuPont Performance Services, we have obtained software in order to document the requirements of Network Repair Programs. This software enables us to create, customize and implement the training and online testing necessary to diligently apply DRP claims processing and cost control procedures. In addition, it allows us to provide timely and efficient service to both our customers and the insurance company.

4 TRAINING PROCEDURES > > > > > > > > > > > > > > > > Each section contains multiple customizable activities. > > > > > > > > > > > > > > > > Each activity can be customized.

5 TRAINING PROCEDURES WE RESTORE YOUR VEHICLE AND YOUR CONFIDENCE. PAINT SOPs We have created Standard Operation Procedures (SOPs) for every phase of the collision repair process to ensure each vehicle is uniform and properly repaired. Each of our qualified technicians and any newly hired technicians are required to be trained on the SOPs and to pass a certification test annually. This allows us to hold our technicians accountable for each repair and to ensure consistency. In addition, standardized procedures ensure that we are able to reduce our costs by reducing the amount of re-work that occurs. Our motto is Do it right the first time. This leads to profitability. Many of our competitors complain about insurance company payments without first being diligent in controlling their costs. Ability to view images and videos on applying paint materials properly. > > > > > > > > > > > > > > > >

6 SATISFACTION GUARANTEED EXCELLENT LOCATION! North Broward Chrysler Jeep Subaru, conveniently located on South Federal Highway in Pompano Beach, offers the very best in professional collision repair. Experienced management, courteous staff, state-of-the-art equipment, and certified technicians provide a first-rate experience for all involved. There is no need to travel long distances for exceptional service...get it locally at North Broward Chrysler Jeep Subaru. BILINGUAL ADVISORS At North Broward Chrysler Jeep Subaru, we recognize the important role that clear communication plays in the repair process and meeting our customers needs. We employ bilingual advisors trained and ready to assist our Spanish-speaking customers.

7 RECOGNITION I-CAR Gold Class Certified North Broward Chrysler Jeep Subaru is dedicated to giving each customer the safest and highest quality repairs in the area. Our combination of highly-trained technicians and new, state-of-the-art equipment provides customers with the best options in collision repair. ASE Certified Better Business Bureau Member Onsite rental car arrangements Automotive Service Association Member Shuttle Service AAA Member

8 EQUIPMENT EQUIPMENT TYPE QUANTITY Hoist Floor Hydraulic 2 Frame Rack Chief Frame Rack 1 Frame Rack Car-o-Liner 1 Measuring System Car-o-Tronic 1 Spray Booth Spray Bake 1 Welders MIG 4 Other A/C Charger 2 Other Tiger Star Frame Machine 1

9 The North Broward Chrysler Jeep Subaru Difference drop off...relax...pick up At North Broward Chrysler Jeep Subaru, we are committed to quality workmanship and 100% customer satisfaction We ensure that we are up-to-date on the latest methods of collision repair. All of our employees understand the importance of providing courteous and professional service. Our goal is to be the preferred company in our market area by striving to constantly improve our processes.

10 DAMAGE ASSESSMENT ATTENTION TO DETAIL There are many different hand-written methods for writing an estimate. Estimators develop codes that only they can understand which can cause confusion throughout a shop. Does that r mean replace or repair? Or could it mean refinish? No, that r means the right side of the vehicle. Our facility has adopted a standardized form that collects all the required data for each estimate that is written. It is broken down so that a minimal amount of writing is required. (Just circle repair, refinish or the right side.) Multiple employees can now read and understand the estimate without help from the original estimator. With the Damage Assessment form differences are minimized, and results become consistent.

11 ACCOUNTABILITY PROCESS QUALITY CONTROL Advantages Increases the customer s satisfaction Decreases the amount of warranty Maintaining high quality can be a tough task. We use the Quality Control Forms that have been developed by the DuPont Performance Alliance. These forms require all the employees that work directly on a customer s vehicle to step back and re-analyze the effects of the process with a fresh view. The Quality Control Form is a requirement because it standardizes the experience and improves overall customer satisfaction by keeping employees accountable for all the little details that can be forgotten. We believe that the Quality Control Form is essential in providing exceptional quality service.

12 ACCOUNTABILITY PROCESS SUPPLEMENTs AND CREDITS Only visible damage should be written on the preliminary estimate. But, a major component of the repair process is the discovery of hidden damage. The Supplement/Credit Form developed by Performance Alliance can expedite the whole discovery process. This form uses the same clarifying components that the Damage Assessment Form uses. It has a check off column for the pictures that must be taken and lists all the essential customer and insurance information on top. This form follows the vehicle throughout the whole repair process. One of the most valuable parts of this form is the fact that it is also used to record any credits that go back to the insurance company. If the repair process is changed in any way and causes parts to be returned or repair time to be diminished, these changes are immediately recorded on the Credit Form, for all adjusters and supervisors to inspect. All the changes are then handed in to the estimator who credits the adjustments back into the estimating system and back to the insurance company.

13 LOCATION AND HOURS North Broward Chrysler Jeep Subaru, conveniently located on South Federal Highway in Pompano Beach, offers the very best in professional collision repair. Experienced management, courteous staff, state-of-the-art equipment, and certified technicians provide a first-rate experience for all involved. There is no need to travel long distances for exceptional service...get it locally at North Broward Chrysler Jeep Subaru. North Broward Chrysler Jeep Subaru 909 South Federal Highway Pompano Beach, FL HOURS: Monday - Friday 7:00am - 6:00pm Saturday 8:00am - 5:00pm Find us on the web!