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  • Writer's pictureJr Faquiryan

Interview w/Nazim Faquiryan & Carlos Obregon | Auto Body Shop Excellence | Growth Through Customer Service

I had the pleasure of being interviewed by Carlos Obregon who owns Shoprev (marketing agency based in San Francisco, CA) about my beginnings at Rick’s Body and Paint, the communication between the shop and insurance companies, & my takes on customer satisfaction and what allows the shop continue to grow.

I took over the shop around 11 years ago, and since then, we've been extremely blessed with it's growth! Making sure customers are happy is my team and I's top priority, along with meeting expectations. Technology has also changed significantly in this time frame and has enabled better communication between myself and my customers. Accessibility is key to making communication flow smoothly, and direct access to Rick’s Body and Paint makes for happier customers who will feel confident leaving their cars/trucks in our capable hands.

Updating customers with progress photos and where parts are being purchased from is another perk at Rick’s Body and Paint!

What are the latest advancements and trends in the industry that have had a significant impact on the business?

"One would be newer vehicles. Electric vehicle technology is a game-changing trend that has altered the pace of the industry, requiring a new set of knowledge when handling repairs."

So, what are the key factors to customer satisfaction?

"One would be the initial contact and being available - you won’t find any automated voices at Rick’s Body and Paint when you call us! We’ll also give you all the details about the repair process so the customer has a clear idea of what to expect. Close to about 70% to 75% of our business is repeat referral customers!"

Collaborating with insurance companies is a significant aspect of the job at Rick’s Body and Paint. How do I navigate those partnerships?

"One would be explaining my shop’s stance with the insurance company for starters, and using multiple avenues to try to get the dealerships to price match what the insurance companies are sending them. The insurance companies that work with us will have nothing but good things to say! Rick’s Body and Paint aims for clear communication with both customers and insurance companies alike."

What are some of the biggest challenges I've faced while running the shop?

"Calibrations and getting parts we don’t have are just two that come to mind, but otherwise, it’s been a blessing of good things here at Rick’s Body and Paint."

Now, what are some of the biggest successes?

"Our company culture has ensured our team is happy which in return allows our customers to be happy. Also our online presence has helped us big time!

What advice would I give to aspiring auto body shop owners out there who are looking to get into the industry?

"First, you have to genuinely enjoy what you’re doing. Being communicative with insurance companies is another key factor in the industry that helps the process, and ultimately will help with customer satisfaction."

Lastly, what’s next for Rick’s Body and Paint?

"Focus on building what we already have! Making sure the business reaches maximum potential is my team and I's main goal."

There’s always good things happening at Rick’s Body and Paint! Stop by and see us in Vacaville, CA for any of your auto body repair needs."

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