04/10/2025

Auto Body Shop Owners: Stop Looking for Another You!

Source: Body Shop Business

In my last column, we talked about key performance indicators (KPIs) and how they’re not just numbers but form the backbone of effective shop management. By understanding and utilizing them, you can transform the way you run your business, making it more efficient, profitable and resilient to industry changes.

In this column, we’re shifting gears to dive into another critical aspect of shop ownership: your team. After all, people are the most valuable asset in any business. We’re going to discuss the importance of teams in your shop, share tips for building and managing a strong team and how you can learn not to fall victim to self-sabotage by being overly selective.

What Is a Team?

In the context of a business, a team is a group of individuals working together toward common goals, each contributing their skills, expertise and efforts to help the business succeed. Teams vary in size and structure, but they generally consist of employees performing complementary roles.

For independent businesses, collaboration and flexibility are crucial. With limited resources and staff, team members often need to adapt and take on different tasks. A cohesive team can dramatically improve efficiency and ensure the overall success of the operation.

Now that we’ve defined what a team is, let’s take it a step further and explore the concept of high-performance teams in the context of the auto body industry. If you’re a business owner aiming to take your shop to the next level (and I hope you are!), this is something you’ll want to understand.

High-Performance Teams

A high-performance team in an independent business is a group of individuals who consistently deliver exceptional results, exceed expectations and drive the business’s success. These teams are defined by strong collaboration, trust and a shared sense of purpose.

In the hands-on, technical world of auto body repair, having a high-performance team is essential for delivering quality work, meeting deadlines and maintaining strong client relationships.

Here are the key characteristics of a high-performance team in the auto body repair industry.

Expertise and Specialization

• Skilled technicians. Team members should excel in their areas of expertise, such as paintwork, frame repair, dent removal or mechanical work. Mastering their craft ensures consistent, high-quality repairs.
• Continuous training. A high-performance team stays up-to-date on the latest techniques, tools and technologies. This keeps your shop competitive and capable of handling modern vehicle repairs.

Clear Roles and Responsibilities

• Defined roles. While shop employees often wear multiple hats, it’s important to clarify each team member’s primary role, whether it’s as a technician, estimator, parts specialist or customer service representative. This avoids confusion and keeps operations running smoothly.
• Cross-training. Training team members in multiple areas allows them to step in as needed, especially during peak times or staff shortages.

Strong Communication

• Internal coordination. From assessing damage to ordering parts and completing repairs, communication between team members ensures nothing is overlooked.
• Customer interaction. Clear, consistent communication with customers about the repair process, costs and timelines builds trust and manages expectations.

Collaboration and Support 

• Teamwork. Collision repair is rarely a solo effort. High-performance teams support each other, share knowledge and work together to meet goals, whether it’s completing a complex repair or handling a heavy workload.
• Leadership. Effective leadership sets clear expectations, motivates employees and fosters a positive work environment. Strong leaders also ensure the shop maintains high standards for technical skills and customer service.

Efficiency and Productivity

• Maximized efficiency. In a high-performing shop, downtime is minimized and workflows are optimized to handle more repairs without sacrificing quality.
• Streamlined processes. Collaboration between departments, such as parts procurement and repairs, eliminates bottlenecks and keeps jobs on track.

Workplace Culture

• Positive environment. A supportive workplace culture where employees feel respected and valued improves morale, reduces turnover and boosts job satisfaction.

The Owner’s Role 

Now that you know what a high-performing team is, how do you find people to be a part of yours? I’ll let you in on a secret — you can make them! This doesn’t mean you should settle for anyone who applies, but it does mean that finding the right candidate isn’t always about seeking someone who already checks every box.

As the owner and leader of your shop, it’s your responsibility to create an environment that fosters high performance. You set the tone, and your employees take their cues from you. If you’re not intentional about the tone you set, employees may look elsewhere for guidance — and that might not align with your goals.

One common mistake I’ve observed is shop owners expecting their employees to perform exactly as they would. In other words, they’re searching for clones of themselves. Here’s a fact: That’s not going to happen. While it’s natural to want the best for your business, this mindset can hold you back. Remember, no one will care about or understand your shop like you do — it’s your vision, after all. Instead of seeking perfection, focus on potential. Look for candidates with the right attitude, a willingness to learn and a commitment to growing with your business.

The best way to build a winning team is to hire individuals with potential, invest in their training, and create an environment where they can thrive. Stop looking for your exact replica and start focusing on nurturing talent and character. Otherwise, the pursuit of perfection will only become a barrier to progress.

Final Thoughts

I would like to leave you with a piece of advice from one of my mentors: “Hire character and train talent.” By recruiting the right people and fostering their development, you’ll be well on your way to building a high-performance team that will drive your shop to new heights of success. Remember, the goal is not to find perfection from the outset but to nurture a group of people who are committed to working together toward a common vision.

I would love to continue the conversation with you. I work with shops every day at DRIVE. There is no one I respect more than shop owners.