Updates That Matter: How We Guide You Through the Repair Process

We break down how we keep you informed while your vehicle moves through collision repair, from drop-off preferences to clear updates when the plan changes. We also explain why timelines stretch with insurance approvals, backordered parts, and modern repair steps like calibrations, so you know what “progress” really looks like. 

• Setting expectations at drop-off and letting you choose text, email, or phone updates 
• Using quick texts for routine status and phone calls for deeper conversations 
• Sharing delays immediately when parts are backordered and timelines are unknown 
• Coordinating rental extensions and insurance updates to keep everyone aligned 
• Explaining real repair stages from disassembly to paint, reassembly, and calibrations 
• Reassuring anxious customers with education, transparency, and realistic time frames 

For more information, visit online or call 970-667-7849. 

To learn more about Ozzie's Body Shop visit:
https://www.OzziesBodyShop.com
Ozzie's Body Shop 
5280 N. Garfield Ave.
Loveland, Colorado 80538
970-667-7849 

Transcript

Show Welcome And Shop Promise

SPEAKER_00 0:03

Welcome to Crash Course, the Aussies Body Shop Show, where bent metal, mystery noises, and uh-oh moments meet Northern Colorado's finest collision repair center. Hosted by Megan Mueller, co-owner and CEO of Ozzy's Body Shop, an OEM certified and authorized collision repair facility that's been getting families safely back on the road since 1967. From fender benders to full-on frame repairs. Insurance questions to will this ever look right again? Megan's here to explain it all in plain English with a little grease, a little grace, and a lot of heart. Because around here, the motto's simple. To be the best, you gotta be the best. And your car deserves nothing less. Let's pull into the shop and get started.

Setting Update Preferences At Drop-Off

SPEAKER_02 1:02

Once a vehicle is in the shop, communication becomes just as important as the repair itself. Clear updates can turn a stressful situation into a confident, informed experience. Welcome back, everyone. Kaylee Frankie here in the studio with Megan Mueller, co-owner and CEO of Aussies Body Shop. Megan, how are things for you today?

SPEAKER_01 1:21

Good morning, Kayleigh. I'm doing great. How are you?

SPEAKER_02 1:24

I'm doing really well. Thank you. Megan, communication is something customers value deeply, especially when their vehicle is out of commission. How do you keep customers updated during the repair process? Walk us through your approach.

SPEAKER_01 1:39

When a vehicle owner initially drops off, we want them to have access to whatever they want. Some people really want very little communication. They just want texts or emails. We offer text, email, or phone calls. I kind of rule down at the shop, I guess, if it's good news or kind of a no-news update or just not like something that really deserves a lot of attention. Text and email is just fine. But our entire team, if there's something that needs to be discussed, will you will set certainly give people a call. And then just transparency. So especially when it comes to like restorations and huge projects, we encourage people to come down often so that they can actually visually see like what we're finding, what we're doing, that type of thing.

Backordered Parts And Delay Calls

SPEAKER_02 2:24

What information do you share when there's a delay or a parts issue?

SPEAKER_01 2:29

Absolutely. So uh parts issues, it feels like they're back. It's like 2020 again. So backordered parts, the moment that we find out, we call the vehicle owner and let them know. Um, most of our vehicle owners will typically have their rental through Enterprise, and we have an electronic system with Enterprise where we can update them on the delays, and then they update the insurance company. So it really keeps everybody kind of on the same page as far as where we're at. But a lot of times some of these back order parts right now are, you know, you're number 253 in the country, and we don't know when they're gonna get released, and that's never a fun phone call.

SPEAKER_02 3:06

Yeah, that doesn't sound like it. It's good there's so many cohesive systems in place, at least to help keep people equipped.

The Real Stages Of Repair

SPEAKER_02 3:13

How do you help customers understand the different repair stages?

SPEAKER_01 3:19

Um, just a lot of explanation, I would say, because so many people think, like especially a bumper repair, they think it's gonna be, you know, a day. And really, I mean, we're gonna have disassembly, evaluation of all the damages, like we've kind of talked about in other podcasts. We're gonna write everything up. If insurance is involved, it certainly prolongs how long the entire process is gonna go. Um, but then once we finally do have approval, then we can finally order all the parts that are needed. Um, so you know, let's say it takes two weeks to get approval, it takes another week to get parts here, you're at three weeks and you haven't done a dang thing. So, um and then you've got, you know, the bod, you've got paintwork, you've got reassembly, you've got um calibrations, you've got polishing, you've got, you know, clear bra, whatever sublets you might need to organize. So just letting people know what stages are going to be necessary in their vehicle and and a realistic time frame. Um, I would rather, you know, honestly underpromise and overdeliver than than tell people things that are just not realistic.

SPEAKER_02 4:22

Yeah.

Text Vs Email Vs Phone Calls

SPEAKER_02 4:23

And what tools or systems does your shop use to keep your communication consistent?

SPEAKER_01 4:28

So, like we mentioned, the text messaging. Um, so we've got a number that's just direct for text messaging, that the whole team is able to watch just that one text message for in and out. So communication with that is like extremely quick. Um, obviously, you know, Paul is our lead repair advisor. So typically it's going to be him emailing back and forth with the vehicle owner. Um, every once in a while I'll get involved there, but but not typically. And then um certainly the phone calls.

SPEAKER_02 4:55

So how do you decide when to call, text, or email a customer?

SPEAKER_01 5:03

Most of the operations, if we've done our job correctly and really explain to them what that process is gonna look like from the very beginning. Most people are good with just a text or an email, especially because if they have any questions following that text or email, they'll just give us a call for extra clarity. Um phone calls can definitely be expected when something is gonna require a much deeper conversation, where they're gonna probably have a lot of you know dialogue back and forth. It's in my opinion, it's just easier to have a phone conversation and that way everybody's really on the same page. Um so I would say, I would say for most people, the majority of the communication is going to be through text or email if that's what they want. Um we still repair vehicles for people that all they have is a landline. So they are only getting phone calls.

Calming Timeline Anxiety With Education

SPEAKER_02 5:54

How do you reassure customers who feel anxious about the repair timeline?

SPEAKER_01 6:01

Just a lot of education. Um I think that you know, nobody wants to have their vehicle repaired. Nobody wants to be without their vehicle for an extended amount of time. And depending on, you know, whether you're the claimant, you've been hit by somebody, or whether you're the insured, your rental car coverage is going to look vastly different. Um, and so really just I think that ultimately people want their vehicles repaired the right way. Um, you know, you can have it fast, you can have it cheap, or you can have it done correctly, in my opinion. Um so, you know, I think that once people really wrap their heads around like the actual process that's involved, it just kind of is what it is. I mean, it's not ideal for sure, but um, we keep everything moving as quickly as possible. I I tell vehicle owners all the time, I'm like, I don't want your car here. I want it repaired and I want it back to you.

SPEAKER_02 6:56

Megan, thank you for sharing how you keep customers informed every step of the way. Clear communication really does make the difference, and we will see you next time.

SPEAKER_01 7:04

Absolutely. Thanks, Kaylee.

Wrap Up And How To Reach Us

SPEAKER_00 7:10

You've been listening to Crash Course, the Aussies Body Shop show with Megan Mueller, serving auto owners all across northern Colorado with certified family-owned collision care. If your vehicle's had a rough day, or you just want repairs done right the first time. For more information, visit Ozziebodyshop.com or call 970-667-7849. Ozzy's Body Shop. To be the best, you gotta be the best. On the road and in the repair bay. Until next time, drive safe. And if life dents it, you know where to send it.