A crash course in body shop talk

June 3, 2016

You're not just selling tools, you’re solving business problems. Knowing vocabulary can help you understand what your customer is saying and how his business works. Here are a few keywords and concepts to know. Particularly with the focus on insurance work for body shops, there's a number of keywords used in the body shop industry. 

Body shops have to balance customer and insurer goals:

DRP - Direct Repair Program. Shops often want to be a part of an insurer's DRP to get more referrals. This requires good scores on the metrics below.

CSI - Customer Satisfaction Index. A customer survey result. Happier vehicle owners mean happier insurers and more business.

Touch Time - Time a technician is actively working on a vehicle. The goal is more touch time and less downtime or transit time.

Cycle Time - How long a car is in the shop and away from the owner. The shorter the better. This has become a leading issue for insurers.

LOR - Length of Rental. Rental vehicles cost insurers money. Lower cycle time equals lower rental costs. (Current average: 11.5 days, Insurer goal: 8 to 9 days or less)

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