Without customers, a business doesn’t stand a chance. With happy customers, a business can win accolades and awards.
Gary Boucher, the owner of CarStar Collingwood, knows this firsthand.
Back in 1974, Parkway Collision started out as a very small business. Four years ago, it merged with CarStar and is now considered a top-performing franchise partner known for providing high quality collision repairs.
“We are excited to be part of such a great organization,” says Boucher.
Staff at his collision repair shop really strive to make sure they’re meeting customers’ needs. “If we can’t help them with our services, we always try to find the next best solution for them,” he says.
This approach has served him well, as the business recently received the Driven Brand Award for excellence in customer service. “I cannot express how proud I was to accept this award,” says Boucher. “It was a huge honour. We were glad to hear that all of our staff’s hard work and determination had been recognized at such a high degree.”
The award means so much to him because of what it represents. Staff always make sure the customer understands the full process behind their repair procedures, which he says allows them to connect on another level. Keeping valued customers informed throughout the repair process builds strong relationships and trust.
“This award projects our values in business and we were very humble to receive this trophy,” says Boucher. “We are always open to hear what our customers have to say about us. It warms our hearts knowing our customers appreciate what we do.”
In order to receive an accolade like this, CarStar Collingwood was competing against all of the other CarStar franchises in Canada. That’s 327 stores across the country.
Keep in mind, all of this happened in a year that saw huge challenges for the collision repair industry. The business has been continuously challenged by advancements in technology and the COVID-19 pandemic meant they couldn’t get parts as easily as before.
“It takes a lot of pre-planning to make sure we have a smooth day at work,” admits Boucher.
“We were very fortunate to be deemed an essential business. Trying to make sure our employees had a paycheque at the end of the week was our biggest concern.”
In normal times, CarStar franchises host Shine Month every June—a car wash to support Cystic Fibrosis. It’s usually a huge hit. While staff weren’t able to hold it in 2020, they are excited to be able to get back to it in 2021 and again show their support for this wonderful cause.