Signage and a color-coded team system at Kimball's Auto Body actually make it easy to quickly see a vehicle's status and where it is headed next. Walking through the shop's back lot, General Manager Mark Dodd pointed out the signs designating various areas for vehicles that have just been towed in, those that are totals, those that are in the repair process, and those that are ready for delivery to the customer.

In-process vehicles (or those ready to begin repairs) are parked in color-coded lanes in the back lot with a magnetic hat on top of each. The color of the hat and parking lane correspond to one of three teams within the shop to which the job has been assigned.

"Each of our three estimators has their own team of body techs and painters," Dodd said. "In our paint shop, for example, we have three booths, two Nova Verta and one Ameri-Cure, so each team has its own booth, and each painter hires his own prepper."

One of those teams handles all of the jobs processed by Kimball's through the Geico Repair Xpress program, one of more than a dozen direct repair programs in which the shop participates, Dodd said. Although those programs account for a significant portion of the shop's business, the shop also does fleet work and dealer referral work, he said, and Kimball's more than 50-year history at the location has earned it plenty of repeat and customer referral business.

Ron Eaton, who also owns Lake's Body Shop in nearby Lakewood, bought Kimball's from founder Mort Kimball almost 20 years ago.

"Mort Kimball ran this as a family business, and we really try to keep that same image," Dodd said. "My same staff has been here forever. I've been here 17 years. My estimators have all been here for 16 years each. We just don't go through people. In fact, Judy Pietenburg, our bookkeeper, has been here for over 35 years. She's awesome. She's really the backbone of the paper flow of this company."

The longevity has led to an increase in the average age of the shop's technicians, he said, so to help ensure the shop has new technicians as it grows, Kimball's began trying to always have three apprentices in training at the shop, Dodd said.

"We're of course working to retain those guys once we train them," he said. "You really have to take care of the techs you have because new ones are hard to come by."

 
Dodd said the shop tries to offer commissioned technicians some flexibility with their hours as one way to help retain them. The shop also works to ensure that each repair team is adequately equipped: The shop has seven Chief, DataLiner, Continental, and Chassis Liner frame racks, for example, and recently purchased a second Chief Velocity electronic measuring system, he said.

"Our next purchase is probably going to be resistance spot welders," Dodd said, adding that he has been researching Pro Spot and Chief welders.

The shop has made a number of other changes to help improve its efficiency and profitability, Dodd said, noting that it has centralized its tube-applied products in the shop's parts office, with technicians signing out the gun and product needed.

"There used to be guns and half-used tubes all over the place, and that stuff is so expensive," he said. "So we've switched to a 3M system that keeps it all here. That saves you a lot. Their products are among the best, and if you want to be the best, you need to use the best."

The company has also been working to handle more aspects of the repair in-house rather than through subletting, Dodd said. Kimball's now has its own tow truck and full-time driver.

"We also are starting to do a little more of our glass work, although South Tacoma Glass still does most of it and does really well for us," he said.

Having an Enterprise Rent-A-Car location right next door makes it convenient for customers, Dodd said, and the shop also has six in-house rental cars of its own. Kimball's has also added paintless dent repair and Reflex truck bedliners to its offerings.

One thing that hasn't changed is the shop's choice of paint products--Spies Hecker--and primary jobbers, Wesco Autobody Supply and Canyon Auto Paint Supply, Dodd said.

"They're super," he said. "And Spies Hecker is a great product and company. We've been using Spies as long as I've been here. We switched once for about three years but realized we wanted to go back to Spies."

Dodd said Kimball's has grown consistently over the last six years, which he attributes to his long-time staff and the company's owners.

"Ron and Gina Eaton have pretty much given me the reins, and they don't micromanage," Dodd said. "I can't thank them enough for what they've done for me and allowed me to do."