The above quote captures Ken Miller’s insightful description of how advancing technology has impacted the automobile collision repair industry. He and his co-owner partner Pete Kelly started 821 Collision (https://821collision.com/) in 2017. My discussion with Ken continues my Entrepreneur Interview Series with start-ups and established business owners on how they managed and responded to the challenges encountered in operating a business.
Embrace Change & Be Ready to Pivot
Most of us have experienced first-hand how technology has changed our lives for the better particularly when we drive our cars. Our cars are equipped with advanced-drive assistance systems including blind spot alerts, lane departure warnings and 360 degree cameras to enable us to have a safer drive.
Ken explained that this technology can change year to year and model to model requiring different repair requirements and procedures from automobile manufacturer to manufacturer. As a result, technology systems and repairs have become more complex increasing time and costs for the business owner, consumer and insurer.
Ken continued that “oftentimes shops have to procure separate facilities to house technology required for repairs.” He followed this route resulting in comprehensive budget development of planned costs for the new company and technology and to calculate ROI to ensure repairs will cover the investment costs. Employee training to keep up with technology updates are a necessary budget line item.
Live Your Business Core Values
I asked him what he considers his non-negotiables; those business values he will not compromise. He responded to deliver a quality work product “restored to pre-loss conditions.” He also stressed that transparency and honesty govern his relationships with customers. Customer safety is a company core standard promising his customers that his work adheres to all technology requirements. Customers are walked through the details of all quotes for a complete understanding of the work to be performed.
There is also a commitment to the training and development of employees. Manufacturer repair certification can entail online and classroom training with direct onsite observation to verify repair procedures are followed. He mentions, like most businesses, organizations must hire employees with the capacity and motivation to learn and keep up with the new technology.
Advocate for Your Customer & Industry
Ken points out that due to the complexity of the repairs and the associated increased costs have led him to take on an advocacy role as President of the NJ Chapter of Alliance of Automotive Service Providers. The association’s new initiative is to educate legislators, insurers and consumers on technology’s impact on the industry.