From campers to vehicles hauling bikes and boats, the summer travel season is shifting into gear with a noticeable influx of road congestion.
With school officially out for the season, families are packing up and hitting the road for vacations near and far. In fact, AAA is projecting a record 72.2 million people in the U.S. will travel 50 miles or more from home during the Independence Day holiday, with 61.6 million individuals expected to travel by car, marking a 2.2% increase from last year. This overall travel boom represents an increase of 1.7 million travelers compared to 2024.
Busier Roads: Preparing for the Increase in Collisions
Summer is peak season for road crashes, due to factors like traffic congestion, distracted driving, even sun glare and heat-related vehicle issues like tire blowouts.
1. Lead with empathy. Customer service can go a long way. There’s nothing like a family vacation disrupted by an accident. Shops shouldn’t assume a collision is a “rank and file” fender bender; front desk should allow drivers to share their experiences, and be prepared for an emotional exchange. It’s good to remind each and every one of the staff members – from front office to paint and detailing – that lives are involved, and long-planned summer vacation dreams could have come to a screeching halt. By treating customers like family, shops can create a lasting positive impression. Patience, understanding and flexibility can be game changers.
2. Communication is key. Visibility is key to building long-term relationships with both employees and customers. Offering options like multiple channels of communication helps increase customer satisfaction and therefore retention. Shops can also ask for their preference in how they would like to be communicated – most customers prefer text updates; this approach frees up staff to focus on repairs and saving time off the phones, while keeping customers informed. Accidents often lead to frustration, impatience, and anger. This is where staff can help alleviate these feelings with small but significant gestures like a welcoming reception and open, clear communication, with phone calls that are not repeatedly interrupted or put on hold. It’s the little things that can make them feel welcomed and valued during this distressful time.
3. Manage expectations. Sure, every customer wants their repair completed as soon as possible, however, getting their car returned in a safe, working order will be top-of-mind for them. Body shops can educate them on the process and steps it takes to repair and replace parts as needed, as well as the estimated timeline, providing regular updates to help guide them through the process and address any questions. This proactive communication can prevent misunderstandings and avoid gaps in information. Shops can also bring up sensitive nuances that can alter cost realities or part ordering and procurement.
4. Manage expectations. Sure, every customer wants their repair completed as soon as possible, however, getting their car returned in a safe, working order will be top-of-mind for them. Body shops can educate them on the process and steps it takes to repair and replace parts as needed, as well as the estimated timeline, providing regular updates to help guide them through the process and address any questions. This proactive communication can prevent misunderstandings and avoid gaps in information. Shops can also bring up sensitive nuances that can alter cost realities or part ordering and procurement.
Is your collision repair shop ready for the summer travel surge? Solera offers a comprehensive portfolio of collision repair solutions designed to help your shop thrive during busy seasons. Fill out the form below to learn how we can assist you in optimizing workflows.