Overland, Mo.—When Dennis Carroll went to work for Don Thompson as a bodyman in 1974, he said he never thought he’d one day own the shop that gave him a start in the collision industry. This April, Carroll marks 30 years of ownership of a shop that opened in the mid-40s, recalling the many changes in the industry he’s witnessed over the years.
“I used to be a mechanic and got into body work because I thought dent repair and paint would always be the same,” Carroll said with a smile, adding that the different plastics, metals, vehicle components, and hybrid technology require constant schooling.
“The industry has changed completely,” he said. In the midst of changing vehicle technology, and the advent of direct repair programs (DRPs), he said one constant remains, treating the customer right. That has allowed him to enjoy success as a shop owner for three decades, he said.
There’s no substitute for doing a quality repair at a fair price and treating the customers well in the process, Carroll said, adding that in his years of ownership he has enjoyed the many different people he’s met while trying to make the repair process as painless as possible.
“Anytime anyone is in a wreck, they’re not in the best mood,” he said. Even though customers continue to arrive at his doorstep, he said the ability to be able to repair their collision-damaged car is reduced because of a higher percentage of totals.
“It’s the way cars are built today,” Carroll said. “They wrinkle up so easy but are made that way to keep occupants safe.” Even for smaller repairs, fixing a bumper hit is at least $500, he added.
The challenges that collision repair shops now face on a daily basis are not unique, Carroll pointed out. “It doesn’t matter where you come from, everybody has the same problems.” That is why he said he participates in his paint supplier’s 20 group, to network with other repair shop owners in Iowa, Oklahoma, Kansas, Missouri, and Illinois.
The group of owners, part of Akzo Nobel’s 20 group, meet twice a year to review key performance indicators and help solve each other’s problems, he said.
“Every time you go and talk to the other body shops, you always learn something,” he said, “even if it’s how to handle specific insurers.”
Another organization that Carroll said he finds value in is the Alliance of Automotive Service Providers of Missouri (AASP-MO). Its Gateway Collision Chapter meets once every other month at Orlando Gardens banquet center in Maryland Heights, Mo., he said.
A common topic of discussion at those meetings is the future of the collision repair industry, Carroll said.
“Everybody’s saying there will be fewer body shops in the future,” he said. “The weak will go and the strong will survive. We’ve seen bad times before and survived.”
Since Carroll’s overhead is low, he said he’s confident he’ll be able to weather the current economic climate.
Carroll said he employs three bodymen, a painter, a porter/detailer, and an office manager, Joanne Morris who has been there 20 years. He added that he conducts estimates himself in the 4,500-square-foot shop that has a separate 2,000-square-foot paint shop across the street.
Painter John Hitzeman said he sprays Sikkens and prefers it to other brands he has used.
“Their basecoat goes on shiny and covers fast,” he said, adding that it’s easier to apply and work with.
“It has good color match and excellent durability,” Carroll said of Sikkens, adding that he’s been using it since 1991 with no problems.
When it comes to choosing which parts suppliers to work with, Carroll said he looks for a fair price and quality product. The Lou Fusz network of dealers is a supplier of choice for OEM parts, as well as Weir Chevrolet and Weir Ford in Red Bud, Ill., he said. For aftermarket parts, he said he prefersKeystone and 1-800 Radiator, and recycled parts from Al’s Auto Salvage and B Auto Parts.
Having the right equipment to conduct the work is also important to Carroll, who said he recently purchased a Robinair 34788 A/C recycler/recharger from Automotive Technology Inc. in Fenton, Mo.
“With the new cars, you have to have a machine to recharge the system,” he said, adding that in the past some of that work was sublet.
