A Note from the Owner, Terry Mostul:
Well, this is the first time I have ever done anything like this but I feel the need to “blog” with our customers to let you know about a few things that I think are definitely worth communicating. Basically, I have never seen anything like this in my 35 years of business and since our team values our loyal customers, I think you should know a little about what is going on so that you can be aware of some VERY unique and interesting dynamics that are currently impacting our ability to operate… It is definitely not business as usual around here!
First of all, we have all seen the increase in traffic on our freeways! I guess we are fortunate to live in a place where other people want to move to, but the congestion alone has caused a dramatic increase in accidents this past year. Add impatient drivers, the knuckleheads texting while driving, then all the snow and ice and all this leads to an amazing increase in the amount of collision repairs for not just us but all the body shops in town. In addition to the amount of repair work out there, we seem to be getting more than our fair share, and for that I want to say thank you to our loyal customers. Not only for your continued confidence and repeat business, but also for your referrals. We work hard to do a great job, and as word continues to get out on social media about our passion for quality and customer service, more and more people are choosing Artistic Auto Body for their repairs. We are humbled by that, and it drives us to work even harder.
But in spite of our best efforts, I’m not afraid to tell you we are having a bit of a hard time keeping up with the dramatic increase in demand for our services. In fact, the entire industry is struggling right now and likely will be for months to come. For example, we can’t get parts like we usually do. Bad weather and short supplies are causing unusual delays, and the recent sale of Tonkin has also caused a little disruption in their services… you get the picture.
So we ask for your patience in many ways….
First, We have been forced to require appointments for the estimate. Believe me, I wish we didn’t need to do this. But it does give us an opportunity to write the best possible estimate for you and our estimators get a chance to really learn about all of your concerns, which ensures you and your vehicle are taken care of properly. Thank you for waiting weeks to get your estimate. (Despite the wait, customers have told us they actually appreciated being able to plan their day around these appointments instead of wasting the entire day in a body shop). Then after waiting a week or two for an estimate, it’s taking months to get in for repairs! Yes, MONTHS!! We don’t like that either. Then, once your car is actually in our shop for repairs, instead of taking only a few days it can take a week or two. Ugh, we REALLY don’t like that. There are so many factors influencing this change, but most of all it is just too much demand. Keep in mind that after an accident many vehicles aren’t drivable so they end up on our lot. Since the “length of repair” is a function of “work in process,” too much work in process usually has a negative impact on what we call “cycle time,” the time it takes to complete the repair from “Vehicle In” to “Vehicle Out.”
With all that said, here is what I really want you to know. We apologize for not being able to deliver our normal speed and efficiency that you’ve come to expect, and we hope that you will be understanding to the challenges that we face. Most of our customers have been truly amazing but there have been a few upset with us because repairs took longer than expected and we apologize and feel bad about that. But it is more important to us that we deliver our same quality levels during this spike in demand, even if it takes us longer. Please know you can trust us to do our best to fix your car properly as quickly as we can. And if we screw up you can trust us to make it right. We appreciate your continued trust and patience during this challenging time.